January 2022 TEchnIcIan of InfluEncE Award WInnErS
International® is pleased to announce the four winners of the Technician of Influence Award for the month of January. The individuals listed here have demonstrated their commitment to pursuing continuous improvement and delivering the highest level of customer service.
ROOKIES
These tech professionals have less than two years of experience at the dealership, have shown commitment to Uptime by being top producers, have gone the extra mile, and have proven they are responsible and trustworthy.
Service Technician
Josh is a crucial team member at Peterson Trucks, Inc. It’s not unusual for him to put in 60 hours a week or stop by on his day off to help customers. He also trains, develops, and works with other departments to facilitate a good customer experience.
Peterson recently had a large employee turnover. This would discourage most people, but not Josh. He stepped up and not only trained and mentored newly hired technicians, but he also took on extra responsibilities and harder jobs in the process. And did it all with a positive attitude.
The moment that convinced the Service Manager to nominate Josh for the Technician of Influence is when he listened to Josh coach one of the newer employees. The employee was looking up service data in a third-party software. Josh explained that because he worked for International, he should have pride in their systems and processes. He also said that the professionalism that our customers expect comes from proficiency in navigating our OEM data bases. The pride and confidence Josh has in International is a real testament to the products and services that we offer.
Service Technician
Vishaal has been with Five Star International for almost a year and is now a top performing tech, stepping into the role of triage technician.
Vishaal is a go-getter. A quick learner, he understands that knowledge is power. He’s always polite and when asked a question is more than willing to explain in detail what is needed. He cares 100% about our customers and isn't just here for a paycheck. He is a team player and is willing to take a couple minutes to show a new tech how to do something or even collaborate with other techs to find a resolution to an issue. The Service Manager wishes she could clone him into multiple technicians for the shop.
One time, Vishaal was out on a road call for a customer. Shortly after he returned to the shop, the customer called the Service Manager, saying "I never do this, but I wanted to reach out and thank you for sending out such a great technician to help me. He was very polite and knowledgeable, and I really appreciated that he was able to get me back on the road." The Service Manager immediately shared that with Vishaal and thanked him for his work ethic. Vishaal has also not hesitated to come in early or stay late to get a unit completed.
VETERANS
These tech professionals have two or more years of experience at the dealership, have shown commitment to Uptime by being top producers, have gone the extra mile, and have proven they are responsible and trustworthy.
Lead Technician
Grant continues to go above and beyond in providing exceptional customer service at Lewis Motor Sales. He takes great pride in his role as service tech lead and is instrumental when it comes to the training and development of fellow technicians and apprentices. His positive attitude and commitment to Lewis Motors and International has a huge impact on the success of the Service Department. He takes his International and Cummins training very seriously and encourages others to invest in their training and careers. His commitment to quality and efficiency drives the less experienced technicians to the same level of performance.
Grant doesn’t complain and understands that repairing the customer’s truck and getting it back into service (Uptime) is paramount. He has stayed late to complete repairs and visited customer locations on his own time to assist their technicians and help them out of a jam. He has even provided some preferred customers with his personal cell phone number in case they need assistance outside our regular work hours.
Grant has reached out to his peers in the field, developed a camaraderie which allows for collaboration with technicians at other dealerships. He is willing to call anyone and everyone for their support if it means getting a customer truck fixed and back on the road.
Lead Technician
Michael is a prime example of a top tier technician at Regional International Corp. He demonstrates leadership in the shop and company, always looks for ways to improve and make the service department more efficient, works with his team and helps them learn and improve. He is a technician you wish you could clone!
Always willing to lend a helping hand, Michael is a positive role model and mentor for other technicians. He shows initiative by creating spreadsheets and documents on his own time to track things like EDS diagnostic sessions, average times per repair order, and triage times. He is also a current Golden Wrench nominee for New York State.
Within the last 5 years, Michael’s productivity has been between 95 and 100%. He can perform triage, in depth diagnostics, and all types of repairs including electrical repair, engine rebuilds, programming, and transmission work. He can do it all.
He is very thorough and detail- oriented. He’s someone you can always depend on no matter the circumstances.
