Michael Behrendt

The Service component of the cross-functional New Product Introduction team for any new Commercial, Industrial, Transfer Switch products. During development, ensuring that all aspects of supporting the product in the field are realized, from checking the engine oil to making sure all applicable engine components are available to order. This included creating and releasing part numbers in our ERP/PLM systems, reviewing Engineering Exploded Views, using Microsoft products, Smartsheet products, Adobe products, creating part manuals, marking up install/owner manuals, product spec literature, along with a limited amount of sustaining work for product already in the field.

Manages the Service Operations and Service Sustaining team for multiple product groups including portable, commercial, and industrial backup generators, mobile light towers, and clean energy products.
►Responsible for leading the Global Service Operations Program team and provide sustained process improvements critical to service deliverables to release new products, achieve strategic service goals, and impact financial results based on service offerings and support plans.
►Manage, mentor, and train a team of 3 which includes prioritizing tasks, providing coaching, managing team performance, and tracking service team accountability for project deliverables.

►Accountable for maintaining or creating communication lines between the Customer Service Teams (Technical Training, Technical Publications, Warranty Administration, Technical and Customer Contact Centers) and the New Product Introduction (NPI) Project teams (Engineering, Sourcing, Quality, Marketing, and Product Development).
►In charge of creating and/or improving product development processes to ensure all new products are service ready prior to their product launch date

Manages the Service Operations and Service Sustaining team for multiple product groups including portable, commercial, and industrial backup generators, mobile light towers, and clean energy products.

Achieved MPS (Modular Power System, or paralleled Industrial Generators) level certification while taking phone calls from the Authorized Independent Service Dealers' technicians to troubleshoot failures of Portable, Residential, Commercial product in the field. This included reading schematics, wiring diagrams, instruction sheets, looking at Engineering drawings to walk a person over the phone to the resolve of a failed unit. This further included creating parts shipments to send out components to repair the product.

• Inspected apparatus, equipment, grounds, and stations for proper order and condition.
• Prepared reports of fires, equipment and personnel.
• Increased firefighter safety by enforcing strict adherence to department policies and procedures during emergency operations.
• Collaborated with other fire departments for mutual aid support during major incidents, augmenting available resources as needed to ensure public safety objectives were met efficiently.
• Created comprehensive pre-incident planning documents to facilitate efficient responses in high-risk environments.
• Supervised cleaning and maintenance of buildings, rooms and equipment.

Start, run and adjust for optimum performance Commercial and Industrial gen-sets from 25kW thru two paralleled 600kW machines (1200kW total) including troubleshooting non-starting, no power output, rough running and general failure of the gen-set manufacturing process (leaks, vibration, loose parts, routing errors, etc.). This was periodically offset by being asked to fill in at any production assembly position on the line when vacated by an absence.