Kevin Conroy

Experience

• 

  Thompson Chrysler Plymouth

  Apr 1994 - Oct 1999

  Service Advisor / Warranty Admin
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  MSX International

  Oct 1999 - May 2006

  Team Leader
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  Rolls-Royce Power Systems AG

  May 2006 - Feb 2020

  • Identify business opportunities for MTU After Sales service products, using market trends and business conditions to affect future service product sales• Maintain contacts with OEMs, governmental accounts, distributors, and direct dealers and provide guidance on the utilization of service products• Provide inside support and liaises with service sales regarding major accounts service activity for MTU America• Engage internal and external resources on defining needs for service products• Develop unique service packages based on account distributor, OEM, customer, and factory requirements• Address customer concerns relating to current service product offerings and provide customer feedback to product development team on service product solutions for the Americas• Assist regional service sales teams with technical understanding of service products• Deliver internal and external customer communication by preparing and presenting presentations and correspondence on service product information Show less • Troubleshoot and determine root cause of complex product problems and concerns, through failure analysis and research, applying engineering principles• Perform field inspections of failed parts to identify primary cause and reduce future incidents. Checkcomponent parts to assure conformance or non-conformance with specifications.• Provide technical assistance and feedback to MTU designers and engineers on customer problems and needs. Including the design and implementation of experimental hardware.• Support the operation, maintenance, and repair of engines to ensure that parts, engines, and equipment are installed and functioning according to MTU specifications• Train field personnel, staff, OEMs, and dealers on product and troubleshooting methods to increaseservice, support capabilities and provide technical assistance to resolve concerns• Diagnose electronic engine control systems and troubleshoot these systems as they are applied indifferent applications• Confer with engineers and other personnel to implement operating procedures, write and updateservice manuals and bulletins, resolve system malfunctions, and provide technical information, basedon field investigations Show less • Process warranty and policy claims in accordance with company guidelines• Determine the liability for warranty claims and costs for externally supplied parts/components/systems• Lead the chargeback variable negotiations in excess of $3,000,000 with suppliers regardingparticipation in and subsequent execution of warranty chargeback processes• Coordinate returned materials with the Technical Service Group• Travel to the distributor to train staff on Company's policy and procedures Show less

  • Manager, Product Planning And Development

    Jun 2018 - Feb 2020

  • Service Engineer

    Sept 2011 - Jun 2018

  • Warranty Administrator

    May 2006 - Sept 2011
• 

  Reefer Peterbilt

  Feb 2020 - May 2021

  Service Manager / Warranty Manager

  • Manage a 16-member team including Diesel Technicians, Foremen, Service Writers, WarrantySupervisor and Warrant Administrators• Establish financial and operating objectives for the Branch Service Department in support of company's annual business planning process• Evaluate Service Department's performance against target goals and standards, take appropriate corrective action when needed• Establish and foster relationships with key outside vendors to include Peterbilt, PACCAR, enginedistributors, drivetrain and miscellaneous vendors• Interview and hire service and warranty staff, make recommendation to supervisor on the hiring of department personnel• Schedule employees for appropriate training school or arranging in-house training seminars as needed• Oversee purchasing and acquisition of appropriate department tooling and equipment• Ensure department is achieving acceptable productivity, efficiency and is adhering to company goals and policies• Hold monthly shop meetings, foreman's meetings, and safety meetings to review policy, procedures,technical updates, customer issues, etc. Show less

• 

  Cummins Inc.

  May 2021 - Oct 2022

  Service Manager, Power Generation / Engine

  • Manage field service operations, equipment, department personnel, and departmental budget• Manage a 30-member team including Union: in-field Diesel Technicians, non-union: Customer Service Admins, and Supervisors• Provide employees with timely and constructive performance feedback; develop employees andprovide opportunities that enhance employee career growth• Lead continuous improvement activities• Regularly review key performance indicators for service operations and address issues. Identifiestrends and initiates improvements necessary to achieve goals while ensuring customer needs are met without interruption to service levels.• Ensure the volume of work produced meets company standards and customer satisfaction • Measures, review, and maintain superior customer satisfaction levels Show less

• 

  PACE, Inc

  Oct 2022 - Jul 2023

  Service Manager, Technical / Warranty

  • Technical service liaison that connects the Manufacturer, Distributor, Dealer, and End-User• Determines work procedures, prepare work schedules, expedites workflow, and issues written/oral directions• Manage the service department team• The identification of and reporting of service case trends• Establishes a method for tracking and reporting warranty, good will, and buy-back expenses paid by PACE inc. independent of manufacturer participation• Answers service calls from end users, dealers, territory managers, inside personnel, and management and assists dealers with technical issues involving diagnosis, parts• Coordinates on-site service calls to diagnose and aid in problem resolution as required• Coordinates with manufacturer representatives to determine the best course of action for warranty and policy adjustments on a case by case basis• Builds good relationships with manufacturer representatives to resolve issues and challenges as required and gains their confidence allowing some ability to self-authorize goodwill requests Show less

• 

  Ingersoll Rand

  Aug 2023 - now

  Service Supervisor - Mechanical Industries

  • Respond to customers and assess actions regarding service needs, appropriate service programs and personnel to meet customer requirements• Oversee scheduling of service personnel in an efficient and effective manner• Develop people by managing the recruitment, product training, development and performance of the service technicians to ensure the teams' skills and experiences exceed customer expectations, through the utilization of the skills matrix• Coach, counsel and manage performance for technicians on regular basis• Resolve all disputes quickly, ensuring customer satisfaction while managing overall costs• Drive for complete utilization of the technicians as well as develop team efficiency through service metrics• Ensures environmental, health and safety compliance within service team• Ensure all service personnel follow and maintain safe work habits in the shop, as well as at the customer site• Drive and support pipeline of service quotes and proposals. Reduce the number of "call backs" by having the appropriate technician and the correct part provided timely• Oversee the project management of (key or sensitive) service jobs to ensure key milestones are completed on time and on budget Show less