Summary
Overview
Work History
Education
Skills
Timeline
Generic

Roderick Dickerson

Kansas City,MO

Summary

To promote leadership and development towards “best in class” technical services while supporting company vision and strategies. 25 years’ experience in the food industry; working with a large variety of commercial equipment I focused on improving and implementing company policies and best practices.

Overview

42
42
years of professional experience

Work History

Senior Technical Support Engineer

Marel, Inc.
11.1999
  • Worked on Help Desk providing technical support for customers and Field Service Technicians
  • Responsible for repairing all returned Marel I/O modules
  • Responsible for formatting and loading software onto Marel printed circuit boards
  • Conduct remote customer service by logging into customers’ equipment to troubleshoot current issues
  • Provide assistance and support to the Parts Department
  • Quoted machine rebuilds and upgrades on customer machines that were in poor condition or machines nearing expiration
  • Traveled as a Field Service Engineer and conducted repairs, demonstrations, and on-site training.

Regional / Industry Technical Support Manager

Marel Inc.
12.2022 - Current
  • Analyses service performance and capabilities to identify gaps and best practices e.g., productivity, quality of service delivery, efficiency and effectiveness of people, processes and technology
  • Ensure best practices and service standards are in line with company policy and guidelines
  • Drives change and organizational learning within the region / industry and actively communicates to relevant stakeholders
  • Develop and realize efficient and effective Technical Support team within the region / industry
  • Recommend or initiate personnel actions, such as hires, promotions, transfers, discharges, and disciplinary measures
  • Determine schedules, and assignments for work activities for the team, based on work priority and skill of personnel
  • Monitor success rate of remote technical support both internally and externally
  • Compile operational and personnel records, such as time and activity records, repair and maintenance statistics, KPI evaluation and discuss improvements with the team
  • Counsel employees about work-related issues and assist employees to correct job-skill deficiencies
  • Conducts performance interviews and appraisals of the team and ensure a suitable training plan is scheduled
  • Facilitates strong relationships with industries and product experts in regard to skills and technical solutions of the installed base
  • Assists with operational plan with the agreed turnover and profit development of Technical Support.

Technical Support Manager

Marel Inc.
06.2018 - 12.2022
  • Setting measurable targets/KPI's and create a performance culture of continuous improvements
  • Coaching the staff to ensure the goals through operational monthly and weekly meetings
  • Perform annual review for staff and direct reports
  • Dealing with shortfalls, and initiate performance turn –around action plans
  • Analyses service performance and capabilities to identify gaps and best practices e.g., productivity, quality of service delivery, efficiency and effectiveness of people, processes and technology
  • Facilitates good relationships with industries, regions and product experts and drives cross border cooperation & synergies
  • Secures a team with necessary technical insights of the portfolio of equipment, recurring problems and fixes
  • Keeps updated in terms of new launches, developments and changes
  • Is an integrated part of the collaboration set-up with innovation to ensure team is fit and capable of on-boarding new equipment and technology to the region
  • Ensures that the IT skill set (ServiceMax and other supporting systems) of the team is up to date and that the systems are used as intended
  • Implements agreed changes within the region or industry and actively communicates to relevant stakeholders
  • Maintains strong technical, commercial, customer and process focus to ensure outstanding customer experience thus securing the organization’s goals for growth, sales, and profit and efficient service delivery and utilization
  • Traveled occasionally within the region, and internationally as and when required
  • Making sure that 24/7 helpdesk support promises are offered to the customer
  • Proactively monitors the sales of equipment types and new product launches and will ensure that the team is fit and capable of on-boarding new equipment and technology to the region
  • Builds a knowledge driven environment and facilities to ensure the team has up to date tools and access to data and information that ensures fast resolution to all issues or inquiries.

Support Center Help Desk/Rebuild Shop Manager

Marel Inc.
09.2016 - 06.2018
  • Oversee the daily operation of the Support Center: Help Desk/Rebuild Shop
  • Assist and reviewing and addressing Field Service issues
  • Facilitate and control the 24/7 afterhours responsibilities utilizing the Technical Support team members
  • Indirectly assist in monitoring Technicians reporting and documentation
  • Assist Customers in all aspects regarding technical problems or issues
  • Assure adequate training is provided to develop Technical Support knowledge to provide qualified troubleshooting, equipment knowledge, CRM tool (Salesforce/Service Max), component rebuilds, in-house equipment repairs
  • Ensure team is managing cases and following up in Salesforce/Service Max
  • Prevent escalation for technical issues unresolvable by staff, Sale Managers, Customer Care Managers and or VP and Key Account Managers
  • Responsible for functionality, integrity and cleanliness of the workshop area
  • Ensure equipment rebuilds are completed on time and on budget
  • Ensure that the global process is understood and followed by the team
  • Responsible for increasing productivity and generation of productive hours for the Technical Support Team
  • Provide a very high level of customer service, both to internal and external customer
  • Responsible for interviewing candidates for technical support positions and providing feedback to the customer service manager
  • Provide necessary tools and equipment for all field service employees regionally, including replacements and upgrades
  • Maintain strong partnership with parts department team.

Senior Field Service Engineer

MPS Group
05.2014 - 08.2016
  • Provided technical and mechanical support to customers in the primary processing of hogs
  • Worked with MOTOMAN robotic arms for hog belly openers
  • Helped in developing a rebuild program for robot tools
  • Worked on Butina CO2 stunner, rebuild and chain overhauls
  • Worked on Durand Backsaws troubleshooting technical issues and fine-tuning hog splits
  • Conduct service repairs and follow up on service agreements with customers
  • This included documentation and reporting for the replacement parts for Durand back saw MPB robot tools and singers and hog polishers
  • Updated the Durand saw head rebuild program and documentation that was sent to customers
  • 24/7 support to all USA and Canadian customers.

Lead Coordinator

Sony, Inc.
01.1995 - 01.1999
  • Performed as a Lead Coordinator in the Publication Department managing 8 staff members
  • And distribution of all users, electrical, and hardware manuals for Sony’s consumers, and their business and professional manual throughout the United States and Canada
  • Maintained and monitored inventory levels for the United States and Canada
  • Served as a Customer Service Support Technician where I took incoming calls from consumers that were experiencing problems with their Sony products
  • Accepted orders from customers and Sony Repair Centers for parts.

Assistant Store Manager

Foodarama, Inc.
01.1992 - 01.1995
  • Served as an Assistant Store Manager
  • Managed and scheduled 100 employees
  • Increased store sales by 2% with creative product displays
  • Improved customer service by introducing customer appreciation days once a month
  • Played a key role in changes in product layout throughout the store during store remodel.

Grocery Manager

Apple Tree Markets
01.1990 - 01.1992
  • Performed as a Grocery Manager
  • Responsible for all dry goods and perishable products
  • Managed 24 employees
  • Maintained stock levels with emphasis on sale items for weekly ads.

Store Manager

Randall’s Food Markets
01.1982 - 01.1990
  • Store Manager responsible for all store operations including 120 employees and 3 Assistant Managed 120 employees and 3 Assistant Managers
  • Maintained store budgets
  • Monitoring payroll budgets
  • Responsible for hiring all employees, including yearly evaluations
  • Coordinated building maintenance
  • Participated in record breaking sales 3 years in a row, during holiday season.

Education

2-1/2 years in Electrical Engineering -

University of Houston
Houston, TX

Associate degree in Electronic Engineering -

ITT Technical Institute

IPM 3 Expert Level Training

M3000 Expert Level Training

Skills

  • Excellent customer service and communication skills
  • Conducted 100 equipment demonstrations using poultry, meat, and fish robotic equipment
  • Conducted training seminars for Marel customers and technicians on equipment software, hardware and reading electrical drawings for troubleshooting control circuits
  • Understand the importance of product yields and machine payback
  • Strong leadership, communication skills and time management
  • Ability to execute agreed tasks and deadlines against performance criteria
  • Knowledge of the company’s products and processes or similar technology / industry
  • Management and motivation of people, gaining commitment and integrity from both internal and external colleagues
  • Strategic thinker, able to crystallize concepts into real strategy
  • Commercial savvy
  • Promotes Value and Quality
  • Customer Focus
  • Writing/Computer skills
  • Microsoft Excel
  • Word
  • Power Point
  • Outlook
  • Lync
  • Salesforce/Service Max CRM software
  • SharePoint
  • Remote Desktop
  • TeamViewer

Timeline

Regional / Industry Technical Support Manager

Marel Inc.
12.2022 - Current

Technical Support Manager

Marel Inc.
06.2018 - 12.2022

Support Center Help Desk/Rebuild Shop Manager

Marel Inc.
09.2016 - 06.2018

Senior Field Service Engineer

MPS Group
05.2014 - 08.2016

Senior Technical Support Engineer

Marel, Inc.
11.1999

Lead Coordinator

Sony, Inc.
01.1995 - 01.1999

Assistant Store Manager

Foodarama, Inc.
01.1992 - 01.1995

Grocery Manager

Apple Tree Markets
01.1990 - 01.1992

Store Manager

Randall’s Food Markets
01.1982 - 01.1990

2-1/2 years in Electrical Engineering -

University of Houston

Associate degree in Electronic Engineering -

ITT Technical Institute

IPM 3 Expert Level Training

M3000 Expert Level Training

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Roderick Dickerson