Craig Harper

Experience

• 

  Oregon Tool

  Oct 1993 - Nov 2007

  Led the development and implementation of an online warranty processing solution to replace a labor-intensive manual process, improve warranty tracking, and reduce time to payout warranties to the dealers.• The new system expedited warranty payouts to dealers.• Team member on Dealer Portal Website development and implementation.• Led Telephone Call Center project, resulting in increased customer satisfaction. • Oversaw worldwide parts sales target. Managed the parts department reporting to the executive team. Developed and implemented the parts marketing programs. • Managed the strategy to meet the parts sales target. Developed parts marketing material for industry shows. Planned and implemented Dealer Parts Managers conferences.

  • 6 Sigma Black Belt

    Sept 2006 - Nov 2007

  • Parts Sales Support Manager

    Sept 1999 - Sept 2006

  • Parts Marketing Manager

    Nov 1998 - Sept 1999

  • Customer Service Supervisor

    Nov 1997 - Nov 1998

  • Senior Parts Analyst

    Nov 1995 - Nov 1998

  • Parts Analyst

    Oct 1993 - Nov 1995
• 

  Caterpillar Inc.

  Nov 2007 - Dec 2019

  CPS / 6 Sigma Black Belt

  • Facilitated a Non-Conformance Management/Voice of the Customer Center implementation project to three facilities; established and communicated common goals and drove multi- departmental collaboration and teamwork.• Developed and delivered parts and warranty systems training for domestic and international dealers.• A team member and key contributor to Industry show team, assisting with all aspects of show prep and delivery.• Developed a warranty resolution process that sources product Subject Matter Experts to audit highly-technical, high-dollar warranty claims in support of the claims adjusters in their decision- making process. With this process the company realized a significant reduction in warranty costs. • Initiated weekly Continuous Product Improvement Governance meetings to address quality issues, causing problems for the dealers and customers. Worked with the CPI project stakeholders to assist with prioritizing issues, accessing resources, and emphasizing milestone achievements. The increased effort resulted in completing over 90 CPI projects in both 2017 and 2018.• Replaced a third-party warranty claims CRM program to support non-Cat equipment warranties and collaborated with Global Warranty, Corporate Accounting, and Corporate IT to allow claims for all Forest Products equipment to be administered through the Cat Claims system. The transition to the Cat CRM reduced overall operating costs, including licensing, maintenance, and service fees.• Revenue Generation -- Introduced a method to enable customer-financing of large parts and service purchases when working with second-level dealers — worked with Cat Financial to expand the Commercial Account program to include second-level Prentice dealers and allow parts sales for non-Cat parts. Show less

• 

  Weiler

  Jan 2020 - May 2020

  Project Manager

  Manage all aspects of facility relocation. Led project to relocate parts warehouse from Smithfield NC to LaGrange Ga. Tasks included assurance of daily customer parts shipments, coordination and creation of parts lists to be shipped to Georgia facility, Facilitation of all transportation activities between facilities, Supervise tear down and shipment of part racking, office cubicles and equipment. Monitored the removal of mobile office and prepare facility for sale.

• 

  RBI Corporation

  Aug 2020 - now

  Distributor of Outdoor Power Equipment parts and Arborist supplies

  • Vice President, Operations

    Mar 2023 - now

  • Director, Continuous Improvement and Strategic Initiatives

    Feb 2022 - Mar 2023

  • Business Development-Timber Harvesting Segment

    Aug 2020 - Jan 2022