Thomas M. Email and Phone Number
🌟 I am an impact-driven leader with a wealth of experience in manufacturing, remanufacturing, quality, product support, and sales, spanning 20+ years. During this time, I have served in various critical leadership capacities, including Technology and Service Operations Product Manager at Caterpillar, Inc., Director of Technical Service & Quality, and Director of Digital Solutions and IT at Hitachi Construction Machinery. As part of my experience, I have been accountable for defining, planning, and executing a best-in-class digital experience for customers, dealers, and employees, running remanufacturing and parts operations, customer and technical support, training warranty, and logistics sales and sales operations planning. My achievements include increasing product market share by 200%, improving employee attrition rates, streamlining operations, and increasing profitability by 150%, in addition to driving global transformation initiatives leveraging Zendesk, Happy Fox, Salesforce, Hubspot, Dynamics 365, SAP, Azure, AWS, Redhat, and Oracle, in addition to unlocking technologies to support customer-centricity from conception to deployment. 🎯Inherently driven, I remained committed to fostering a culture of innovation and collaboration while maximizing customer satisfaction. In addition, I have had ample success orchestrating sustainable growth by bolstering confidence in product offerings, negotiating supplier and dealer agreements, and promoting a customer-driven servant leadership culture.
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BpAtlanta, Ga, Us -
Director Of Digital Solutions (Cio)Hitachi Construction Machinery Americas Inc. Apr 2023 - Jan 2024Newnan, Georgia, UsDriving 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 Machinery is a global leader in the production of heavy equipment, including excavators, wheel loaders, and mining trucks for a variety of industries. Additional Impact: • 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.• Red Hat Innovation award winner - Digital transformation and cloud-native Development -
Director Of Cc Planning And StrategyHitachi Construction Machinery Americas Inc. Jan 2022 - Apr 2023Newnan, Georgia, UsSpearheaded 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.
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Director Of Product SupportSany America Jul 2021 - Jan 2022Peachtree City, Ga, UsLeveraged 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 Global 2000. -
Technology And Service Operations Product ManagerCaterpillar Inc. Mar 2020 - Jul 2021Irving, Texas, UsLed 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. -
Director Of Technical Services And QualityDeutz Ag Aug 2017 - Mar 2020Köln, Nordrhein Westfalen, DeOversaw 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 AG. Deutz AG is a German internal combustion engine manufacturer that specializes in the production of drive systems for off-highway applications. Additional Impact: • 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.• Sponsored 7 projects leading to a successful rollout of 2 new product lines and a future state domestic production program, SAP alignment, as well as a Salesforce CRM and help desk.• Partnered with European and Asian subsidiaries to ensure continuity within the global service network. -
Territory Sales And Service ManagerCaterpillar Inc. Sep 2015 - Aug 2017Irving, Texas, UsOwned 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 institution and global leader in manufacturing heavy machinery and equipment for construction, mining, and engineering applications. Additional Impact: • 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.
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Service Operations AnalystCaterpillar Inc. Jun 2014 - Sep 2015Irving, Texas, UsEnabled 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 review and develop the Executive Office Global Scorecard. Additional Impact: • 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.
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Global Warranty Team LeadCaterpillar Inc. Jan 2011 - Jun 2014Irving, Texas, UsLed 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.
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Global Warranty AnalystCaterpillar Inc. Jun 2008 - Dec 2010Irving, Texas, UsAdjudicated 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 audits. Worked with dealers on improving understanding of warranty and claims processing efficiency. Provided consultation and training to Caterpillar and dealer personnel. Assisted in development of warranty bulletins, claims procedures, mechanical guidelines.
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Field Service CoordinatorCaterpillar Inc. Sep 2006 - Jun 2008Irving, Texas, UsResponsible 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.
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Quality SpecialistCaterpillar Inc. Aug 2003 - Sep 2006Irving, Texas, Us
Thomas M. Skills
Thomas M. Education Details
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University Of DaytonGeneral -
Indiana Wesleyan UniversityGeneral
Frequently Asked Questions about Thomas M.
What company does Thomas M. work for?
Thomas M. works for Bp
What is Thomas M.'s role at the current company?
Thomas M.'s current role is Passionate About Customers & Technology | Presales, Aftersales, and Digital Leadership.
What schools did Thomas M. attend?
Thomas M. attended University Of Dayton, Indiana Wesleyan University.
What skills is Thomas M. known for?
Thomas M. has skills like Leadership, Six Sigma, Auditing, Team Building, Lean Manufacturing, Policy Analysis, Root Cause Analysis, Production Support, Account Management, Sales, Service Operations, Data Analysis.
Who are Thomas M.'s colleagues?
Thomas M.'s colleagues are Julian Heywood, Azad Mammadov, Wade Melton, Ghanshyam Patel, Nodas Madas, Luis Miguel G., Wayne (玮扬) Lim.
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