Thomas Pollack Email & Phone Number

Appleton, WI, US

Kohler, Wisconsin, US

Provide all aspects of Service Support for Kohler's Diesel engines. Technical information and trouble shooting provided as needed in addition to Dealer Development.

Levis, Quebec, CA

• Managed a group of 7 Field Service Representatives in the US and Canada to support Labrie, Leach, and Witke refuse trucks.
• Review customer warranty claims and process preapprovals of complex repairs.
• Provide support to help Field Service Representatives make quick decisions to resolve problems resulting in improved customer relations.
• Lead the process of creating quarterly Technical Service Bulletins containing up-to-date information and best repair practices distributed to service managers and technicians within the dealer network.
• Schedule and manage training delivered to dealers, distributors, and end customers.
• Maintain and issue annual updates for the Dealer Policy Manual to document administrative practices between Labrie and its dealer network.

New Holland, Pennsylvania, US

• Supported 25-plus dealers throughout WI dealing with product performance issues with customers.
• Received Outstanding Achievement Award (2012) for service excellence through high level of dealer management.
• Maintained a nearly 100% completion rate on Product Improvement Programs for customers.
• Managed out of warranty costs at a reasonable level while maintaining customer satisfaction.
• Supported dealerships to help them reach President’s level standing with New Holland.
• Partnered with local technical colleges to encourage graduates to work with New Holland dealerships.

Fond Du Lac, WI, US

• Developed the service network for MotorGuide Trolling motors, including contracting, warranty support, and providing service support documents.
• Created service update documents clarifying common issues for circulation to the service network.
• Developed new service locations by contracting independent dealers resulting in increased sales and faster repair times for customers.
• Structured a warranty repair program for Bass Pro Outfitter Stores allowing them to repair product rather than return it. Program resulted in wait time for customers and revenue generation for dealers.

Fond Du Lac, WI, US

• Managed a staff of 6 Mercury and 13 contracted instructors at 11 different training centers and a $1.2M budget for operation of all locations.
• Created a product return and refurbish program for engines used in training classrooms.
• Established three new training center locations that was centrally located and reduced customer travel time and expense.
• Led an emergency project relocating and opening a training center after a fire destroyed an existing location of 40 years.

Operations Management

Associate Degree - Engine Technology

Associate Degree - Agriculture Mechanics