Provide training, technical support and expertise to Wacker Neuson sales, service and customers on specific products and their applications with an emphasis on climate control technology. Creates and develops new training materials for process, product, and sales related topics for use by Sales Engineering, Field Sales Force, and customers which include: on-line courses, PDF support brochures, PowerPoint presentations, and video walk around presentations.National Dealer event with over 200 attendees were on hand representing over 100 dealers. Presided over new product presentations and demonstrations, sales discussions, and networking.Result: Over $36 million in new sales.National Sales Meeting with over 100 sales, and support personnel. Presided over new product presentations and demonstrations, sales discussions, and networking.Result: Increased awareness on current state of business as well as future improvement planning.

Responsible for a variety of generator classroom training, including both technical and non-technical curriculum. Managed classroom settings, students, and presentations while finding innovative ways to reduce costs. Developed and produced training material handouts, teaching aids, and new improved curriculum. Streamlined the learning process and saved interdepartmental resources.

Selected for newly-created global position to provide internet and intranet support for direct customers, OEMs, and internal employees utilizing RightNow Technologies. Provided extensive training on responding to emails, reporting, and answering questions; improved First Contact Response Rate from 75% to 90%.Developed and maintained over 500 knowledge database answers in 5 different languages.Served as subject matter expert Team Leader who trained colleagues in use of new software. Lowered service level agreements from 3 days to 1; increased self-service rate from 60% to 96%.Researched, provided solutions to, and resolved customer technical queries. Dealt only with most highly escalated customer issues because of above-mentioned improvements.Migrated 11 separate interfaces, associated knowledge items, and secured existing email management system from an on demand CRM solution (RightNow Technologies) over to new content management system (Sitecore CMS) and email management system (Google Gmail) with no interruption to customer services.Monitored websites to ensure relevant and quality content. Created “how to” videos in conjunction with the Customer Education Group.Data steward ensuring consistent content utilizing legacy and current numbering practices.Worked directly with various divisions to implement changes and ensure customer satisfaction.Initiated social media strategies, chat, and implemented Internet technologies; developed web-based strategies on corporate and YouTube sites to promote awareness of Briggs & Stratton’s self-service knowledge-base and multi-media opportunities.

Responsible for liaison support between engineering, sales, Original Equipment Manufacturers (OEM's), retailers, central distributors, field sales staff, and consumersResponded to, and resolved, complex requests and issues associated with company products/services. Troubleshot matters concerning repairs or procedures required to correct problems associated with electrical or mechanical systems.Conducted research and investigations to determine validity of warranty claims and failure analysis issues. Provided technical support to other departments within the organization.

Managed aftermarket repair services and worked directly with OEMs and facility managers for large power plants and mining services.Consulted on a number of industrial and commercial AC and DC motor removal and installations projects.Delivered post initial install training for Naval electric propulsion motor.Provided troubleshooting and root cause analysis customer support.Investigated and administered warranty concerns to resolution.Managed up to 4 union employees in warranty repair service shop.

(Also- US Navy Reserves April 1996-January 2006)Motivated, empowered, and counseled individuals, via oral and written communication, in professional relationships. When coaching subordinates, instructed and guided careers as command career counselor.Created reserve center’s first hands-on training program in collaboration with Briggs and Stratton. Developed curriculum and taught 4-cycle engine theory and hands-on training. Resulted in Employer Supporter of Guard and Reserve (ESGR) award for Briggs & Stratton and US Naval Reserves group. Personally received Navy Achievement medal. As Electrician “A” School Instructor delivered lectures employing effective questioning, chalkboard, and communications techniques; conveyed instruction employing demonstrative strategies; operated various PC, laptop and Tablet devices. Created instructor guides, workbooks, computerized reporting systems, evaluations, and participant materials; and developed learning outcomes for a wide variety of topics.Course of instruction included basic electricity and electronics, AC and DC, single phase and 3-phase, at voltages between 12-24VDC, 110, 220, and 440 VAC, various ship's electrical power generation systems, lighting systems, electrical equipment, and electrical appliances.As Lead Work Center Supervisor was responsible for the operation of a ship's electrical power generation systems, electrical equipment, and electrical appliances. Scheduled and administered ship wide preventive maintenance program.