TIMOTHY STEAR
Mustang,OK
Summary
Results-driven leadership professional with a proven track record in problem-solving and a strong dedication to streamlining operations to decrease costs and promote organizational efficiency. Utilizes independent decision-making skills and sound judgment to positively impact company success. Demonstrated strengths in building highly motivated teams and leading cross-functional teams in a fast-paced environment. Possesses a strong background in project management, process improvement, and data analysis.
Overview
2025
2025
years of professional experience
Work History
Territory Customer Support Manager
SANY America
08.2024 - Current
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
- Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
- Worked closely with sales teams to provide pre-sales support, contributing to higher conversion rates and increased revenue streams.
Northern Regional Service Manager
Kirby-Smith Machinery
09.2023 - 05.2024
- Championed process improvements that resulted in decreased turnaround times for service requests while maintaining quality standards.
- Served as liaison between headquarters and field staff, facilitating open communication channels for streamlined decision-making processes.
- Increased operational efficiency with implementation of new technologies and innovative service solutions.
- Developed regional service team's skills by conducting regular training sessions, fostering culture of continuous improvement.
- Supported 120+ employees within 5 separate branch locations: 5 service managers, 13 product support managers, 3 service coordinators and 1 warranty administrator.
- Guided, coached and lead project teams, delegating tasks, evaluating performance and progression of project pace.
- Oversaw training for customers and employees on machine products and functionality.
- Managed quality control for all Kirby Smith products and components.
- Developed technical process improvements to optimize resources and technical data.
- Managed all work in progress (WIP) for Northern Region
- Managed P & L for each of the five branch locations
- Worked directly with sales teams on new sales opportunities, customer grievances,
- Teamed up with training team to develop training for service technicians
- Focused on safety and drove safety from failing scores to passing scores
Technical Operations Manager
DeatschWerks
1 2019 - 08.2023
- Managed 23 employees within Production Operations, Technical Operations, and Receiving/Shipping Departments. Managed Customer Call Center and Warranty Administration.
- Guided, coached and lead project teams, delegating tasks, evaluating performance and progression of project pace.
- Oversaw training for customers and employees on fuel systems components and functionality.
- Performed quality control for all DeatschWerks components.
- Developed technical process improvements to optimize resources and technical data sheets.
- Led Product Development.
- Coordinated with suppliers at SEMA Show.
- Supply Chain Management-setting up suppliers with new orders then transferring responsibility to Inventory Manager.
- Championed process improvement initiatives that led to increased efficiency across technical operations teams.
Technical Services Manager
Warren CAT
01.2017 - 01.2019
- Managed five product support groups, TC (Technical Communicators), Service Training, Warranty Administrations, CSA (Customer Service Agreements), Cat Connect and ISO9000.
- Managed budgets for all five groups approx 5M per year.
- Successfully increased training revenue from $200k to $1.3M in less than six months.
- Administered key KPI's, sales and service processes for CSA group and led group to operating in black.
- Tech Wars team member and skills development.
- Oversaw CSP (Career Skills Program) Military/Warren CAT program to develop Military personnel for shop environment.
- Gathered and analyzed data from connected engines. Presented reports to customers on performance of equipment.
Product Support Manager
Caterpillar Inc
01.2006 - 01.2016
- Managed 24 product support service engineers that investigated and resolved dealer/customer product issues and supported new product introductions.
- Tracked weekly quality reports, data analysis, parts sales, parts kitting and warranty reports, looking for trends and product related issues.
- Managed number one commercial issue for Caterpillar with daily updates to upper-level managers and bi-weekly updates to Vice Presidents.
- Provided leadership and guidance to Worldwide Parts Team on parts inventory, support dealer network with 24/7 support on commercial issues.
- Managed $50M+ warranty support programs on product issues.
- Managed global product support resource assignments across India, China, U.K., Singapore, Australia and U.S.
- Developed “Across The Table” alignment with global product support resources and Global Caterpillar Dealer Network.
- Cross-trained service engineers and product support managers.
- Provided daily reports on commercial issues, presented monthly quality material reports to upper level managers.
- Managed $5M annual budget to support dealers, customers and new product introduction programs.
- Liaised between customers and internal departments to address product related issues.
Education
High School Diploma -
Farmington High School
Farmington, IL05.1980
Skills
- Empathy and patience
- Client relationship building
- Training and mentoring
- Escalation handling
Accomplishments
- Certified in Management for the 21st Century
- The OZ Principal Leadership Training
- Effective Management Training
- Effective Leadership Skills Training
- Multiple Leadership Training courses within Caterpillar
- Warren CAT/Caterpillar Flagship Leadership Training
- Service Excellence, Cat Connect, & TCDP-A (Technician Career Development Plan-Accreditation) Champion for PSD (Power Systems Division). Recipient of Service Letter Management for all Engine Product under Warren CAT and Prime Store team member.
Additional Information
- Mentor program with several mentees
- St. Jude Run and Ride to raise money for the children of St. Jude
- Board of Trustees President, Vice President, and Board Member for Church
- President, Vice President and member of Endowment Funds for Church
- President, Vice President, Athletic Booster Club Member–Dunlap High School, & Dunlap Days Committee Member (10 years)
- Habitat for Humanity
- WCIC Volunteer
- House of Healing Volunteer
- Life Church Hospitality Leader
Timeline
Territory Customer Support Manager
SANY America
08.2024 - Current
Northern Regional Service Manager
Kirby-Smith Machinery
09.2023 - 05.2024
Technical Services Manager
Warren CAT
01.2017 - 01.2019
Product Support Manager
Caterpillar Inc
01.2006 - 01.2016
Technical Operations Manager
DeatschWerks
1 2019 - 08.2023
High School Diploma -
Farmington High School
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