July 2022 TEchnIcIan of InfluEncE Award WInnErS
International® is pleased to announce the four winners of the Technician of Influence Award for the month of July. 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
Noel has been with Cumberland International for about a year. In the first 90 days, Noel accomplished all online International training to become a Master Certified Technician. Noel has never been in a dealership, only a chassis shop. He always (and I mean ALWAYS) has a smile on his face and lives to do good by people. As a rookie, Noel is the definition of what our future techs need to strive for. Great attitude, overachiever, pride, and puts the customer first. Going the extra mile, Noel comes into work at 5AM and works till the work is done. When it comes to taking care of the customer – this is what Noel does! He’s been over 100% efficient and worked over 200 work hours several months in a row now. This is unheard of for such a new tech. You will never meet a more positive young man. As a leader in the industry, I personally strive to have the same positive attitude that Noel demonstrates every day.
Service Technician
Landon has shown to be the definition of the perfect entry-level technician at Rush Truck Center. He has all the characteristics a dealership would look for in any technician, not just that of an entry-level. Landon has a special and unique combination of qualities, both tangible and intangible. He not only has skills, knowledge, and intelligence well beyond what is normally found in new technicians, but he also displays phenomenal drive, initiative, dedication, and willingness to learn, while having a fantastic and consistent attitude. I can always count on Landon to do whatever needs to be done, and to the best of his ability, to take care of the customer and keep the best interests of the company in mind as well. Landon has an extremely high potential and even though he already exceeds expectations, with his dedication and the path he is walking, there is no doubt he will continue to grow into a top level, high performing veteran technician.
There have been many occasions where Landon has gone above and beyond the call of duty. He often volunteers when a job needs doing, steps up when someone needs help, or lends a hand to cover a shift. He is always a team player. Many times, he has gone out of his way to seek out a customer to explain a situation or make sure they understand the issues with their equipment and ensure the customer is reassured and or satisfied. It is not uncommon for a customer to ask for him by name because of their confidence in him and the good experience they have had in the past.
Landon was recently promoted to a level 2 technician; his numbers are on par with what is expected of level 4 and 5 technicians. We are fortunate to have such an asset with such a very high level of production without sacrificing quality. If it was possible, I would like to have several more technicians exactly like Landon. He is a rarely found caliber of a rookie technician.
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.
Road Technician
Bill has been a top-notch employee of Leonard Bus since joining the team in 2014. Bill Has reached the level of Diamond Certified Technician and has many ASE Certifications. Bill is so well rounded he can be sent out for just about any repair needed. He can work on a wheelchair lift and move on to an EGR cooler in the same day!
Bill primarily assists our customers on the road at their facility. Many times, Bill is approached by the Head Technician of a school district to look at a unit on the fly. Bill goes out of his way to make sure the customer’s fleet needs are met before he leaves. We receive Link Connect survey returns that always praise Bill and his quality of work. Bill goes the extra mile for LBS in many ways. He shares his schedule with our Middletown Facility while we are short staffed, and he has filled in for our contract locations when needed without hesitance. His work ethic is great. He is always reliable and willing to assist.
Bill goes the extra mile by assisting new technicians and helps provide some on-the-job training. He has worked with other technicians to help them better understand Cummins and propane engine repairs.
Bill is on the front line dealing face-to-face with our customers and travels in a company issued van with a high dollar inventory. Bill has built several relationships on trust where most customers request him for their appointments. While on road calls, Bill is sometimes faced with taking initiative to decide whether the repair can be completed on site, or if it must be transported to our repair facility. Bill also prioritizes his workload by customer need duration of repair. Bill is someone who lights up a room when he enters it. He cares about his job but also cares about his co-workers.
Lead Technician
Scott Baker has worked in the service department of Reed Truck Services for over 20 years. He has mentored multiple employees and continues to mentor them throughout their careers in the shop and in life outside of work. He has continued to help generate a positive work environment where any question can be answered, and any mistakes made while learning are just another learning experience of the repair. He also works with techs in the shop by not giving them the exact answer but making techs think for themselves to arrive to a proper diagnosis or repair, thus allowing them to think for themselves guidance and feel the pride in their own accomplishments when the truck is properly diagnosed, repaired, and returned to the customer. He understands people do not come into the industry knowing everything or with the experience that he has, and he doesn't look down on his fellow technicians.
Scott has mentored a younger tech who started in the shop at 16 years old doing an internship through the local high school tech program. That tech has now followed in Scott’s footsteps and has been with the dealership for over 18 years and made his mark because of the mentoring Scott continues to give him. Scott’s understanding of the International product is impressive; he has his hands in almost every project and provides quick answer to complex issues. He understands the urgency of getting our customers back on the road and back to work.
As the Lead Technician, Scott creates total shop productivity by helping other techs, holding them accountable for their repair times, and helping motivate them to continue to make repairs more efficiently to generate more billable hours for the shop. Scott is a true family man and that shows through in the way he carries himself in the shop. He recently became a grandfather and loves spending time with his grandson.
