Experience

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  Lake norman tractor

  Aug 1999 - Jul 2004

  Service manager

  Managed service department personnel. Kept daily reports of employee productivity. Performed employee evaluations. Doubled department profitability through exceptional employee training and leadership. Resolved customer complaints. Assisted sales and parts departments with customer needs. Scheduled repairs for Residential, Commercial and Company equipment. Handled work orders. Filed warranty claims with various manufacturers.

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  Husqvarna group

  Jul 2004 - now

  I specialize in robotic mowers, battery products and two-stroke technology. Instruct dealers, distributors, internal employees and end users on proper repair techniques and procedures. Design training aids and workbooks to enhance the learning experience. Gather and evaluate feedback from participants through surveys and make adjustments to training if needed. Create, write and produce curriculum. Develop and conduct webinars. Design and publish content for online LMS platform. Create, edit and distribute technical videos. Show less Created and published internal service bulletins/repair documents. Uploaded and distributed manuals to 3rd party vendors. Managed entire library of technical manuals for North America. Developed and coordinated technical and sales curriculum for internal employees and dealers. Executed, edited and distributed videos for training content on company internal and internet sites. Proctored industry affiliated testing for technical department employees. Created training aids and materials for classroom and computer based classes. Provided general product knowledge and entry level IT support for customer service and technical call center staff. Delivered dealer technical support for exclusive Automower product line. Show less Provided technical product support in a high volume, fast paced call center. Coordinated call backs. Diagnosed and resolved technical issues with dealers. Worked with quality control to create solutions for known pain points with products. Helped train new technicians and customer service reps. Documented call data for future use. Executed excellent communication skills. Repaired products during scheduled off-phone times. Show less

  • Technical Training Specialist

    May 2017 - now

  • Publications Specialist / Training

    Mar 2011 - May 2017

  • Commercial Technical Product Specialist

    Jul 2004 - Mar 2011