Sam Ternes Email & Phone Number

Des Moines, Iowa, United States

Katy, Tx

Director of After-Sales LIUGONG CONSTRUCTION MACHINERY CO. - HOUSTON, TX | KATY, TX (May 2016 - Present) I focused on Customer Service, Warranty Administration, and Parts Operations. I lead a team of 25 people based out of Katy and other regional offices. Together, support customers in the US, Canada, Mexico, and Central America. I am responsible for strategic planning, P&L management, and business development, and I monitor the teams of my department managers and other team chiefs.Achievements: I pioneered efforts to ensure an expansion of 50% in the division over the last 18 months to support business growth. I established the 2017 budget and business plan to reach margin and revenue objectives. I led an inventory management process, which improved our fill rate by 15% to reach our target. We are now enhancing the process in a bid to emerge as industry leaders. Under my guidance, since 2016, the year-over-year parts sales growth rate has averaged 26%, and I seek to ensure a 40% increase in sales revenue this year. I am leading initiatives to improve operational efficiencies that help reduce parts pricing and better position the brand in the market while maintaining a sustainable profit margin. To improve customer satisfaction, we developed a Service Training program, extended warranty programs, implemented telematics solutions, and provided maintenance and repair contracts. I effectively streamlined the company's warranty process, seeking authorization for local (US-based) warranty approval. Six months into joining this position, I ensured the North America warranty policy was in line with industry standards and our competition. I implemented Performance Goals and Personal Development strategies for employees to grow the organization's technical and management capabilities.

Yuzhno Sakhalinks | Russian Federation

As the Product Support Manager, I represented our dealership to the CAT corporate office based in Moscow. I led a team of 45 members – the largest department within our location – and managed Customer Service, Parts, and Warranty functions within the dealership. I also handled economic issues and the promotion of products, services. I utilized my engineering background as an engineer to monitor technical matters related to products. Achievements: Despite an economic crisis around this time, I ensured our department exceeded profit targets. We focused on key account customers, including Exxon, Shell, Schlumberger, and National Oil Companies of Russia, which had managed to survive the financial crisis caused by geopolitical issues. We also harnessed vital accounts in the mining and quarry business, marine customers, and electric power generation to meet our profit goals. I successfully achieved a Compound Annual Growth Rate (CAGR) of over 5% in a challenging economic situation. I established programs, obtained the support of the corporate office to lower costs and retain patronage.

Houston, Tx | Peoria, Il

Program Lead for Engine and Power Generation Packages; Drilling & Production (2011 – 2014)Territory Manager; Product Support-Oil & Gas Division (2007 – 2011) Service Engineer for Transmission/ Power Train; Mining & Off-Highway Equipment (2004 – 2007) Team Lead Technology & Solution Division; Fuel System Test Engineering Group (2001 – 2004)In recognition of my persistence and hard work, I was swiftly promoted through the ranks from a Team Lead for the Technology and Solution Division to the Program Lead for Engine and Power Generation Packages. In my last role in the companyI supervised the engineering team for company delivery of new dual-fuel engine technology (diesel and natural gas). As a Territory Manager for the Oil & Gas division, I helped our dealers maintain the highest level of customer satisfaction. I used my field knowledge of engineering to offer technical expertise. As a Service Engineer, I managed the large off-highway mining truck power train systems – the industry's biggest machines and a highly visible product. I monitored product quality, early issue detection, and implementation of product improvements globally.Achievements: I provided technical direction for the engineering, controls system, performance, and emissions specifications. I delivered a combination of engines and generator set packages that exceeded market requirements with a product, 5% below cost target by providing technical engineering requirements, and program schedule and budget management.I pioneered the first fully-integrated dual-fuel engine product in the market, which ensures up to 50% fuel costs savings and 25% engine emission reduction. I successfully delivered an excellent product within the Six Sigma CAT NPI (New Product Introduction) process, on time, and budget. I formed a functional and technical specification and, as part of the process, collected VOC (Voice of Customer), which validated the project's viability and the potential ROI from moving forward.

Columbus, In

Description: Provided technical service and support to dealer network and engines applications in all industrial, mining, and marine applications utilizing 600 – 4000 horsepower. Lead engineer tasked with performing failure analysis and quality assurance for all engine components. Coordinated field-tests for newly developed components and created, established, and published troubleshooting procedures for field service components and engines suffering from performance and application issues.Improved Rapid Problem Solving team efficiency and accuracy by providing application and field data collection.Trained dealers and customers on innovative electronic engine products new to industrial applications.

Fargo, North Dakota Area

Description: Initiated manufacturing process of production parts through an automated nesting program that incorporates piece parts programs into CNC fabrication machines. Reduced manufacturing costs 10 – 15% through scrap reduction via the nesting process.Completed a time study on welding for tractor frames to determine which operations to convert to robotics for more efficient production.