Thomas Burleson
Summary
Results-driven leader in after-sales and technical support, recognized for creating and implementing processes that enhance operational efficiency. Strong problem-solving and communication skills, fostering collaboration with teams and vendors to ensure top-tier service quality and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Sr Director of After Sales & Technical Support
Storyteller Overland
Birmingham, Alabama
04.2024 - Current
- Worked closely with the IT department to create and expand dashboards showing departmental KPIs, key metrics, and quality and warranty trends.
- Ensured STO remains one of the top leading Service departments in the industry among customers and dealerships.
- Oversaw and maintained data in regards to quality control, vendor issues, and customer concerns for all new STO products.
- Created and implemented internal diagnostic instructions to enhance customer service experience, driving efficiency and cost-effectiveness for STO and customers.
- Expanded recall notices, and maintained NHSTA compliance.
- Maintain relationships with past and current vendors to ensure limited disruption in the supply chain for our customers and dealerships.
- Assisted and oversaw the creation of the online parts store to increase revenue and improve departmental efficiency.
- Create and implement department goals, expectations, and goals for individual team members.
- Develop and maintain budget for Service Operations, Warranty Department, and Service Part Department while ensuring cost effective use of resources.
- Executed the implementation of hazmat certification for lithium batteries in regards to STO shipping and handling processes.
Director of After Sales & Technical Support
Storyteller Overland
Birmingham, Alabama
03.2023 - 04.2024
- Expanded the process for collecting Warranty claims by creating and hiring RMA Coordinator for the Warranty department.
- Created and implemented a bin system for inventory to improve efficiency in fulfilling orders.
- Implemented and expanded STO Independent Dealer network across the country to over 40 dealerships.
- Created original recall notice and paperwork for customers, dealerships, and NHSTA.
- Maintained and oversaw the completion of NHSTA recalls.
- Maintain and ensure NHSTA compliance in regards to timelines and completion quarterly reports.
- Update and maintain STO's Manufacturer Identification Database in regards to newly released products.
- Created and implemented customer case guidelines in order to collect data to improve processes in the departments such as Quality Control, Production quality, and Design and Engineering.
Service Manager
Storyteller Overland
Birmingham, Alabama
12.2021 - 03.2023
- Spent 1 week at each production station to learn all Storyteller production processes, assembly procedures, and quality standards in order to best understand, and to develop best practices in the Service Department.
- Created, implemented, and executed processes and procedures used for Warranty Claims.
- Created entire stand alone Service Department inventory and warehouse location.
- Implemented entire stand alone Service Parts process
- Created the Service Department
- Maintained and improved Storyteller service reputation and customer satisfaction.
- Trained staff on customer service protocols and operational procedures.
- Oversaw inventory management for parts and supplies used in repairs.
- Resolved customer complaints in a timely manner.
- Created, and assisted the development and implementation of the corporate Safety Committee.
- Created a streamline process for Dealership's to acquire parts and authorizations for Warranty claims.
Warranty Manager
Tiffin Motorhomes Inc.
Winfield, Alabama
01.2020 - 12.2021
- Trained staff on warranty procedures and policies to enhance service quality.
- Coordinated with suppliers to resolve warranty issues and expedite parts delivery.
- Selected to represent the class C motorhome on the corporate Safety Committee.
- Oversaw RMA process for class C motorhome.
- Maintained records of all product warranties and associated documentation.
Warranty Specialist
Tiffin Motorhomes Inc.
Winfield, Alabama
02.2018 - 01.2020
- Implemented the RMA process for the class C Motorhome.
- Managed warranty claims processing for customer satisfaction and compliance.
- Collaborated with service teams to resolve warranty-related issues efficiently.
- Oversaw and process all warranty claims for class C motorhomes.
- Maintained organized records of warranties, claims, and customer interactions.
Assembly Technician
Tiffin Motorhomes Inc.
Winfield, Alabama
08.2017 - 02.2018
- Assembled motorhome components according to specifications and quality standards.
- Inspected completed products for defects and ensured quality control.
- Trained new workers on assembly techniques and safety practices.
- Assisted in inventory management by tracking materials and supplies used.
- Collaborated with team members to streamline production processes.
Education
Bachelor of Science - Management
University of Alabama At Birmingham
Birmingham, AL04-2016
Skills
- Strong knowledge of service operations, warehouse operations, and supply chain operations
- Effective team leadership
- Extensive experience in customer and dealership relationship management
- Strong leadership, and communication skills with a calm and approachable demeanor
- Handles high stress and pressured situations with effective problem solving and critical thinking skills
- Proficient in Netsuite, SAP, and Google workspace
Timeline
Sr Director of After Sales & Technical Support
Storyteller Overland
04.2024 - Current
Director of After Sales & Technical Support
Storyteller Overland
03.2023 - 04.2024
Service Manager
Storyteller Overland
12.2021 - 03.2023
Warranty Manager
Tiffin Motorhomes Inc.
01.2020 - 12.2021
Warranty Specialist
Tiffin Motorhomes Inc.
02.2018 - 01.2020
Assembly Technician
Tiffin Motorhomes Inc.
08.2017 - 02.2018
Bachelor of Science - Management
University of Alabama At Birmingham