Charles Lloyd Email and Phone Number

-Manage entire fleet maintenance program for all company asset equipment. 500 total pieces of equipment in the fleet.-Parts inventory management and control. Reduced inventory 40% in my first year. Transitioned to reduced inventory and leverage vendor partnerships to do so.-Manage shop facility and technicians. Utilize previous dealership and mechanical knowledge to reduce outside work expense. -Reduced total personnel expense by 50% in the first year.-Manage Breakdown Department. Reduced dwell time significantly. Utilize previous dealership experience to facilitate quicker turn around time.

•Managed all Field Service business for the Northeast Oklahoma Region•Achieved 40% increase in revenue in the first 6 months•Decreased Work In Progress paperwork as a department from 30 days to a 5 day average•Generated many new accounts that resulted in revenue with new customers•optimized technician efficiency which resulted in increased revenue without adding headcount

· Proficient in leadership with an ability to guide, motivate, and direct team positively and effectively. Leadership and guidance of 40+ employees consisting of administrative and service technicians. · Perform Payroll weekly for all service technicians.· Conduct employee performance reviews for all service technicians, including coaching one-on-one and constructing paths to success for employees with easy, measurable goals.· Versed on interpretation of financial reports and determining how our spending, processes, and core business affect our bottom line. Have a developed knowledge on how to balance a budget, limit spending, and grow our core business to achieve financial goals.· Responsible for ordering shop tools and evaluating need for additional equipment. Have the responsibility of determining if the desired equipment is value added and will increase tech efficiency. · Well-versed and responsible for handling irate customers and difficult situations. Resolve conflict as it arises with customers and also internally with staff. Proficient in finding solutions in situations where the end result seems it may end in a loss of business or relationship. Pride myself on coming to a resolution that eliminates conflict and keeps the customer coming back. · Manage new hire technician development through our mentoring program. Link new employees with experienced employees in an effort to increase the new hires’ base knowledge.· Conduct weekly meetings and progress improvement sessions to help with growth and employee engagement. · Responsible for interviewing and reviewing potential new hires.

· Managed incoming work, scheduled jobs, assigned work, and quoted customers.· Responsible for development, professional growth, and retention of 30+ technicians.· Maintained a much improved technician efficiency percentage and retention of technicians during my time in this role.· Regained previously lost customers through one-on-one customer visits and delivering on promises made. Made multiple customer visits with previously lost customer to ask them for another chance with great success. · In the four years in this role our service department sale and profit have doubled from when I started.· Conducted interviews for potential new hires and incoming personnel.· Completed Rush Service Supervisor training.· Completed all Peterbilt/Paccar online training classes.· 2016 Rush Truck Center Excellence Award Winner

· Responsible for filing all warranty claims for dealership.· Amassed a great deal of knowledge on multiple OEM’s warranty processes, procedures, and warranty recovery including CAT,Hino,Eaton,Peterbilt,Paccar and Meritor.· Developed processes for warranty recovery and part retention/supplier pre-authorization for technicians.· Managed failed part inventory and returns.· Completed Peterbilt factory warranty certification class.

· Managed incoming work, scheduled jobs, assigned work, and quoted customers.· Filed warranty claims for Cummins engine and Onan generators.· Accumulated knowledge of the Distributor network processes and procedures including BMS, IMS, NPS, and Lotus Notes.· Managed Cummins process score card for the entire service department and implemented changes to get the department in the green in areas we were in the red. · Consistently managed workflow and promised dates to customers. Developed customer-based, service-driven approach to all repairs that I managed. · Responsible for managing technician reviews, inputting payroll, and employee development. · Completed Six Sigma project that resulted in 5 million in additional revenue through warranty recovery. Developed presentation and exercises that tested/educated warranty administration skills on recovery. Executed hands-on companywide training for all Cummins Southern Plains on warranty recovery. · Completed Cummins Supervisor Leadership training, along with Cummins Interview Training

· Promoted to Catastrophic Engineer after 2 years as a RapidServe Engineer.· Amassed knowledge on internal engine failure analysis. This involved learning how to read the bearings, pistons, and other major components of the engine to determine root cause failure analysis. · Developed cost analysis and repair plan on all major failure claims. This was determined based on the failure what the cheapest path of repair was for Cummins.· Became lead engineer in department for questions and mentoring. Developed leadership skill and technical communication skills while in this role.· Trained all incoming Cata agents on process, failure analysis, and cost of repair plan.

· Provided problem-solving troubleshooting support and in-depth technical assistance to Cummins Dealers and distributors across North America and Canada.· While in this role I achieved certificates in Cummins warranty training, EPA 2010 MD, and HD hands-on training course.· Completed all Cummins Online training for engine platforms from 3.3L to 78L HHP engines.· Administrated Cummins warranty and repair procedures to Dealers and Distributors.· Within six months of hire was promoted to Tier II engine failures and repair.· Performed detailed analysis on hard-to-diagnose failures and researched to provide accurate solution. This involved cross-functional collaboration with multiple departments within Cummins engineering.· Became a leader for co-workers and manager to come to for hard-to-diagnose failures and major engine failures.· Proficient in hard situations that required fast decisions that aligned with Cummins policies and procedures.· Completed Cummins training in Code of Conduct, Six Sigma familiarization, phone etiquette, and Speak Smart Write Smart.· Was a lead engineer on night shift for six-month period.· Developed a wide range of knowledge and experience of Cummins warranty processes, internal process, and product line.· Was an active member in Cummins Continuous Improvement and was a team member on four Six Sigma projects· Became one of the top producers for call volume while maintaining a proven record of accuracy and customer service.· Was tasked daily by manager to call unhappy customers and come to a resolution that left them satisfied and raving.· Proficient on Cummins engines operation, logic and component identification, and function.

· Developed a base knowledge for Differential and Transmission gear rebuilding and diagnosing with no prior experience.· Became top builder on differential teardown and rebuild in the facility on Eaton, Dana, and Rockwell differentials.· Achieved an average production rate of two differential rebuilds per day. These were complete teardowns and rebuilds from the ground up.· Developed failure analysis and root cause determination on differential failures and gear wear.· Proactively asked to be trained and become a Transmission builder with no prior knowledge.· Developed a vast knowledge base on Eaton and Spicer transmissions in the area of complete rebuild and failure determination.· Excelled in transmission rebuilds from failed product to finished product while maintaining a zero comeback record.