JAMES
MICHAEL RHODES
SUMMARY
Technical Training Instructor with 6 years of Service
Management experience leading and managing people in a Caterpillar
Dealership. Mechanic with 11+ years of
experience in diagnostic, troubleshooting and repairing various brands of
construction equipment and on-highway truck engines. Worked with personal computer software such as DBS, Cognos,
Microsoft Excel, Microsoft Word, Microsoft Power Point, CAT electronic
technician (ET), Service Information System (SIS) and CAT web based training
(DLMS). Skilled in human relations,
customer relations, communications, and leadership.
MANAGEMENT AND MECHANIC EXPERIENCE
WARRENCAT, Tulsa, OK August 2002 to
Current
Technical Training
Instructor/Technical Communicator June 2008 to
Present
Tulsa Service Manager, September
2007 to June 2008
Eastern Region Service Manager, June
2003 to September 2007
Field Service Manager, August
2002 to June 2003
- Oversee
the general operation of the Tulsa and Poteau Machine Division Service
Departments.
- Supervise
3 direct reports and approximately 64 indirect reports.
- Resolve
customer needs and issues by working closely with other departments.
- Responsible
for handling HR/EHS issues in Tulsa and Poteau.
- Integral
part of the planning, construction and relocation of the new Tulsa
facility.
- Coordinated
service department relocation from 42nd and Memorial to current
location while fulfilling the service needs of our customers.
- Serve on
Store Prime home team meetings in Tulsa and Poteau.
- Hold weekly
Home Team meetings with my direct reports.
- Routinely
present Monthly Safety Meetings in Tulsa and Poteau.
- Partnered
with Caterpillar in managing one D6R and three D11T field follow machines.
- Actively
involved with the recruiting of OSU Okmulgee candidates for the Service
Intern Program.
- Dispatched
field service technicians to customer job site for machine repairs.
- Responsible
for processing work orders from open to close state.
- Assist
technicians with technical issues as the need arises.
- Develop
curriculum for training technicians on Caterpillar Equipment.
- Taught
dealer technicians machine system operations, testing and adjusting and
general troubleshooting skills.
- Assisted
with rolling out a Company wide technician career development plan that
involved web based training and Instructor lead training.
- Served as
web based training administrator.
- Obtained
Caterpillar Certified Instructor certificate.
- Developed
customer training classes and held them at dealer location and customer
location.
- Certified
by Liberty Mutual Insurance to be a Decision Driving Instructor.
DARR LIFT, Tulsa, OK
Service Supervisor, May 2001 to July 2002
·
Lead 20
employees total, which included 18 service technicians - 13 field, 5 shop; 1
leadman and 1 service clerk. Duties included
performing employee evaluations, employee relations and hiring of new
technicians.
·
Responsible
for managing the $1.2 million yearly revenue of the Tulsa branch service
department, handling the building and truck repairs and performing process
improvements.
·
Worked
closely with internal and external customers to maintain a positive customer
relationship.
·
Maintained
rental fleet by working closely with the internal rental department.
·
Helped
coordinate the relocation of the Tulsa branch, which included setting up phone
service and computers, to ensure a smooth transition that would minimize
downtime to the customers.
·
Opened and
closed work orders, invoiced customers for repairs and answered questions from
customers regarding invoice issues and repairs. Familiar with DBS and NDS computer systems.
·
Worked with
others in the company to help with various customer issues, invoice issues and
other projects as needed.
·
Worked with
sales department to get machines ready for resale.
·
Worked
closely with 2 PSSRs to quote and schedule repairs.
DARR EQUIPMENT COMPANY, Tulsa, OK January 1995 to May 2001
Day Shift Leadman, Truck Service May 1999 to May 2001
Night Shift
Leadman, Truck Service August 1995 to May 1999
Service Technician, Truck Service January 1995 to August 1995
·
Assisted in
scheduling work, opening work orders and handling all customer calls after 5:00
p.m while serving as night shift leadman.
·
Worked with
service manager in assigning work.
·
Served as
Acting Service Manager in the absence of the Service Manager.
·
Helped
other technicians with technical questions.
·
Responsible
for serving as the Technical Communicator (TC) for the Tulsa Truck shop, which
includes attending quarterly meetings and distributing information to fellow
technicians.
·
Service
Representative at Motor Coach rally in Pryor and Oklahoma City.
EQUIPMENT WORLD, Tulsa, OK
Field Mechanic April 1993 to December 1994
·
Diagnosed
and repaired used construction equipment (mainly Caterpillar) on the job
site.
·
Kept
accurate service records of work performed.
·
Worked in
the shop when no scheduled field work.
MOORE BUSINESS FORMS, Stillwater, OK
Maintenance Mechanic August 1992 to April 1993
·
Performed
electrical and mechanical troubleshooting on printing presses.
·
Repaired
MWCR printing presses.
·
Responded
to emergency and other building maintenance requests.
MARTIN TRACTOR COMPANY, INC., Chanute, KS
Field Mechanic September 1989 to August 1991
·
Diagnosed
and repaired Caterpillar construction equipment on the job site and in the
shop.
·
Kept
accurate service records for work performed on machines.
TRI-STATE CONSTRUCTION EQUIPMENT COMPANY, Ashland, MO
Field/Shop Mechanic May 1998 to September 1989
·
Diagnosed
and repaired John Deere construction equipment on the job site and in the shop.
·
Kept
accurate service records for work performed.
·
Completed
warranty forms and contacted construction companies whose machines were in need
of safety improvements.
EDUCATION
Associates in Science, Emphasis in
Business Administration, Tulsa Community College, Tulsa, OK
Graduation
Date: December 2000 GPA: (A=4.0)
3.587 Overall
Diesel
Mechanic Certificate, North Central Kansas AVTS, Beloit, KS
Graduation
Date: May 1988 Top
10 in class of 40
CERTIFICATIONS
Caterpillar Train the Trainer, 2008
Class B CDL, 1994
SWOT info:
Strengths:
Mechanical/Technical Skills
Customer Relation Skills
Goal Oriented
Customer Service
Works well under pressure
Weakness:
Impatient
Lack college degree
Limited Business experience outside of a Caterpillar Dealership
Care about the people that I work with
Opportunities:
Working towards completing my BBA
Willingness to learn new things
Determined
Threats:
Those with a college education
Do not want to relocate from Tulsa
Old Fashioned
Mission Statement:
Receive my BBA in Supply Chain Management and combine the knowledge gained through my education along with my knowledge and customer service skills in the service industry to advance my career.
Core Values:
Family
Church
Friends
Career
Education
Me time