Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shane VanDenHeuvel

Pembine,WI

Summary

Personable and dedicated Customer Service Representative with extensive experience in ARFF industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

18
18
years of professional experience

Work History

Technical Support Specialist

Pierce Manufacturing
Appleton, WI
08.2023 - Current
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
  • Troubleshot system errors and identified potential solutions.
  • Provided comprehensive technical support to customers via telephone, email and chat.
  • Documented and updated case notes for each customer and work order.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Assessed issues to determine appropriate troubleshooting methods for remediation.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

New Hire Trainer

Pierce Manufacturing
Appleton, WI
08.2022 - 08.2023
  • Mentored and coached newly hired employees in their roles and responsibilities.
  • Conducted orientations for new hires, introducing them to company policies and procedures.
  • Provided guidance on job-related issues to new hires during their first weeks with the organization.
  • Developed and implemented new hire training plans for employees.
  • Collaborated with Human Resources personnel on recruitment strategies aimed at attracting top talent.
  • Created onboarding materials such as handbooks and manuals for new hires.
  • Gathered feedback from recently hired employees regarding their experience during onboarding.
  • Developed assessment tests designed to evaluate a candidate's knowledge prior to employment offers being made.
  • Identified areas where additional training may be needed for successful integration into the workplace culture.
  • Conducted follow-up sessions to ensure that new hires were properly assimilating into the workplace environment.
  • Assessed the performance of each new hire throughout their onboarding process, providing feedback when necessary.
  • Organized team building activities to foster collaboration among new hire teams.
  • Monitored progress of each individual trainee during the onboarding period to ensure they are meeting expectations.
  • Scheduled regular meetings with department managers to discuss best practices related to employee onboarding.
  • Developed new training programs in compliance with company and government standards.

Test Technician 1

Pierce Manufacturing
Appleton, WI
12.2019 - 08.2022
  • Duties include but not limited too; Inspect and repair Airport Rescue Fire Fighting (ARFF) to include complex electrical, Hydraulic, pneumatic and CAN systems.
  • Interact with customers in relation to training on their new ARFF vehicle.
  • Prepared and reviewed professional and technical reports regarding sampling, testing or recommendations of data analysis.
  • Diagnosed defective components using schematics diagrams and other reference materials as required.
  • Read blueprints and manuals to determine test procedures or adjustment methods.

SR. Field Service Representative

Oshkosh Corporation
Oshkosh, WI
05.2008 - 12.2019
  • Include but not limited too; set up dealerships with parts, tools and training.
  • Troubleshot malfunctions and diagnosed issues to get equipment back into service quickly and fully.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Followed safety guidelines for using tools, equipment and heavy machinery to avoid accidents and injury.
  • Read and comprehended technical documentation, checked measurements and reviewed site conditions to facilitate installation.

Body Shop Technician

Quality Truck Care Center
Oshkosh, WI
01.2007 - 04.2008
  • Reason for Leaving: Offered a better position at Oshkosh Corp.
  • Replaced or repaired parts to complete daily work orders on vehicles.
  • Received new inventory orders and verified completeness and accuracy.
  • Inspected automotive repairs to match paint and maintain body appearance.
  • Used metal-cutting guns, air grinders and wrenches to remove damaged vehicle sections.
  • Removed dents with hammers, suction and skilled use of dolly blocks.
  • Filled small dents and lesser cosmetic issues with plastic or solder to create smooth surfaces for painting.
  • Covered bumpers, windows and trim with masking tape to prevent overspray or damage to adjacent areas.

Shop Technician

Elite Fire Apparatus
Tilleda, WI
06.2006 - 08.2007
  • Evaluated vehicle schematics to assess required parts and order accordingly.
  • Used diagnostics and troubleshooting tools to identify failures and equipment issues.
  • Cleaned, inspected and verified operations of equipment and components to determine repair or maintenance needs.
  • Maintained basic knowledge of mechanical and electrical systems to troubleshoot and correct various problems.

Education

Class A Certified Drivers License -

Roehl Driving School
2008

Body Shop Technician -

Dickinson County Vocational Center
1991

Pembine High School
1988

Skills

  • Customer satisfaction
  • New vehicle set up and delivery
  • Quality control
  • Repairs
  • Supervisor
  • Technician
  • Reliable and trustworthy
  • Team building
  • Remote Support
  • Schematic Reading
  • Customer Support

Timeline

Technical Support Specialist

Pierce Manufacturing
08.2023 - Current

New Hire Trainer

Pierce Manufacturing
08.2022 - 08.2023

Test Technician 1

Pierce Manufacturing
12.2019 - 08.2022

SR. Field Service Representative

Oshkosh Corporation
05.2008 - 12.2019

Body Shop Technician

Quality Truck Care Center
01.2007 - 04.2008

Shop Technician

Elite Fire Apparatus
06.2006 - 08.2007

Class A Certified Drivers License -

Roehl Driving School

Body Shop Technician -

Dickinson County Vocational Center

Pembine High School

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Shane VanDenHeuvel