Thomas M. Email & Phone Number

Atlanta, GA, US

Newnan, Georgia, US

• Driving the creation and sustainment of best-in-class digital experience for customers, dealers, and employees alike, as Director of Digital Solutions and IT at Hitachi Construction Machinery. Hitachi Construction.
• Cultivated a culture of innovation and collaboration by driving the customer engagement strategy and educating the leadership team on sales, manufacturing, and distribution operations.
• Provided vision, leadership, and strategy to the IT customer support team and streamlined processes to achieve a 35% improvement in efficiency.
• Promoted customer-centricity from digital conception to deployment by coordinating strategies with dealer sales, marketing, customer support, and finance.
• Deployed and maximized key technologies such as D365 F&O and D365 CE to support, quantify, and report best-in-class digital experiences.
• Championed ongoing digital and strategic process improvements and measured and tracked the performance of key transformation initiatives.

Newnan, Georgia, US

• Spearheaded the creation of the service operations and technical support group as HCMA took over distribution and sales from John Deere, as Director of Planning and Strategy. Additional Impact:
• Built and developed a world-class team responsible for remanufacturing, aftersales systems, warranty, training, strategy, and policy across the Americas.
• Orchestrated multiple organizational improvements in the first 6 months, including instituting technical training for sales, D365 CRM, dealer portal, and order management website.
• Facilitated the rapid expansion of the parts business by identifying and onboarding suppliers; and directed the relocation of the remanufacturing business to supplier production.
• Achieved 10x growth in the first 6 months and 25x YoY via a comprehensive strategy that included new pricing and stocking plans and the expansion of the localized market portfolio.
• Elevated profitability by executing a cost-savings plan that eliminated captive remanufacturing while outsourcing operations and maintaining customer continuity.

Peachtree City, GA, US

Leveraged industry experience to advise the international leadership team on market expansion, dealer development, and field service while working in a short-term capacity at Sany America, Inc. Sany America, Inc. is the third-largest heavy equipment manufacturer in the world and the first in its industry in China to enter the FT Global 500 and Forbes.

Irving, Texas, US

• Led America’s development and specification of Caterpillar’s 100mm next-generation telematics and entitlement management system. Additional Impact:
• Deployed Caterpillar’s next-generation entitlement management program to 74 dealers across the Americas and 170 globally in three months.
• Partnered with network and internal partners to ensure meeting business requirements.
• Tracked deployment budgets and timelines to exceed executive project plans consistently.
• Exceeded all customer and dealer requirements while operating during the Covid lockdown.

Köln, Nordrhein Westfalen, DE

• Oversaw the team responsible for field service, dealer development, warranty, failure analysis, national account management, and training for North/South America, as Director of Technical Services and Quality at Deutz.
• Guided and directed the department and associated budget for 50 people, including CapEx, warranty accruals, and goodwill.
• Led the National Accounts team with total sales exceeding $100M; and developed a new dealer management and agreement structure, resulting in 50% network growth.
• Managed and grew the service business by piloting, negotiating, and managing long-term service contracts with partner OEMs.
• Enhanced parts sales by $30M by realigning the entire dealer structure and support function.
• Instituted dealer growth plans to prioritize DEUTZ and succeed in specific regions.

Irving, Texas, US

• Owned and managed the sales and service of agriculture and compact construction machinery for a large territory consisting of Ohio, West Virginia, Pennsylvania, and Kentucky. Caterpillar, Inc. is an American.
• Oversaw sales variances, marketing, and goodwill/policy allowances for select dealers, representing ~3k unit sales annually and 2.5b in overall revenue.
• Authored growth plans and long-term strategies for dealers while liaising between Caterpillar and the Cat Dealer network as a primary point of contact.
• Slashed sales variance by 30% while increasing sales to users and regional market share.

Irving, Texas, US

• Enabled data-driven decision-making by leveraging data to create actionable operational goals for the executive team. Built dealer-specific sales projections to complement Caterpillar’s growth strategy; and helped.
• Evaluated standard job processes to determine growth and improvement opportunities for the dealer network.
• Analyzed ongoing product problems to develop long-term time study strategies.
• Crafted a framework that leveraged the dealer work order database for quality and dealer operations improvement.
• Maintained accountability for chartering projects for dealer work order data cleansing, work order training, and repair code simplifications.

Irving, Texas, US

• Led the global team tasked with onsite/remote dealer education in properly administering warranties and goodwill. Additional Impact:
• Directed a global Dealer Warranty Audits team based in Switzerland, Australia, and the US.
• Acted as the global process owner for warranty labor rate administration, calculations, and SOX compliance; and completed the green belt in Six Sigma.
• Conceptualized annual worldwide dealer warranty improvement plans, employed analytics to identify changes, and set up a 3rd party offshore organization for claims adjudication.

Irving, Texas, US

Adjudicated standard warranty, goodwill, and various extended coverage claims. Position included analyzing the claims to ensure compliance with existing guidelines, correcting or accumulating additional facts for proper history record, and communicating with worldwide Service Engineers or dealers as required. Conducted remote/on-site dealer warranty.

Irving, Texas, US

Responsible for managing dealer technical inquiries and handling high value customer service issues for on-highway, Industrial, and marine customers. North American administrator for Caterpillar's TOPP maintenance and repair program.

Irving, Texas, US

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor'S Degree, Marketing/Marketing Management, General