SEPTEMBER 2024 TECHNICIAN OF INFLUENCE WINNERS
International® is pleased to announce the four winners of the Technician of Influence Award for the month of September. The individuals listed here have demonstrated their commitment to pursuing continuous improvement and delivering the highest level of customer service.
ROOKIES
Service Technician
Mason has worked for Ascendance Trucks Centers for several months and already is exceeding expectations. He listens very well, learns quickly, and does not give up. I've been here for 16 years, and he has even taught me a few things. Mason is not a clock watcher; he works through breaks and works overtime to get the job done. He helps the other guys when they need an extra hand or gives them an idea to try. He thinks outside the box and has multiple views on an issue. Not only does he diagnose and fix trucks quickly, he also looks for other things that might down the truck. He always looks up proper troubleshooting and follows it step by step, and I've never seen anyone so fast at narrowing down the problem when it comes to wiring or electrical issues.
Mason is fast and efficient, and nothing seems to slow him down. His stories always back up his work and are detailed enough that the customer can understand it. He is one of our go-to guys, which is amazing because he has only worked here for 5 months.
Mason is a go-getter; he never gives up. He sets goals and he exceeds them. He has an amazing work ethic and personality. He is a well-respected and valued member of the team. His unique blend of talent, drive, and character truly sets him apart.
Service Technician
JT came to Lee-Smith Inc. as a mentee in 2022 straight out of Lincoln College of Technology in Nashville, TN. While at Lee Smith, he has made continual progress as a technician. His metrics increase every month, and he is one of our most dedicated technicians. Always eager to learn and take on new challenges, JT looks to the seasoned technicians in the shop for advice and guidance while still demonstrating the drive and determination to figure things out on his own. He especially enjoys working on International trucks with Allison transmissions. JT also attends recruitment functions with HR to encourage the next generation to pursue their goals as commercial vehicle technicians.
JT owns up to his mistakes and doesn't shirk the responsibility of repairing his mistakes, even if his proficiency suffers. Other mentees look to him for support and advice when they need help. JT's comeback record is exceptional for his experience, with only a handful of units having to return to the shop. He works quickly and efficiently on repairs, taking minimal breaks and allowing for only a few interruptions when he is actively completing a repair.
JT always wears a smile and works hard to keep a good attitude even on his bad days. Always ready to crack a joke or act silly to make someone laugh, he is a joy to be around and work with. I am sure we will continue to see great things in the future from this young technician.
VETERANS
Service Lead Technician
RWC Group proudly operates 17 service locations, each one enhanced by the unparalleled expertise of Rayce Reid in school bus knowledge. Renowned for his dedication, Rayce is the go-to professional when challenges arise; his commitment to teamwork and customer care is unmatched. With a no-quit attitude and a passion for sharing his wisdom, Rayce doesn't just solve problems—he educates, ensuring that support for our buses is universal. His invaluable contribution to our school bus division is deeply appreciated, and we are immensely grateful for his unwavering commitment to excellence.
Rayce is a working foreman who leads our new bus PDI team and also leads our retail bus repair team. He leads by example and attempts every day to share his knowledge with the rest of the team. We recently had an A/C issue that affected 120 school buses. He came in on a Saturday, away from his family, to work with our A/C vendor to resolve the issue. Our school bus vendors value his expertise and have told us countless times about how lucky we are to have someone who is not only knowledgeable but more importantly who also cares. We recently needed help at our Spokane, Washington, location with our new bus PDI team. He was the first person to raise his hand to fly to Spokane to help our technicians learn to be more efficient with PDIs on new buses. Being away from home for 3 days is not easy when you're not used to it. He is not afraid to lead in these situations and do what is in the best interests of the customer and RWC. As a working foreman, Rayce is always above 85% efficiency and sometimes over 90%. This can be challenging because he is always being pulled away to help another tech who is stuck on a job or take a call from another RWC location having trouble with a bus repair. His attention to detail makes his comeback percentage very low.
As RWC's most dependable bus technician and a top producer, his extensive knowledge and fervor for the industry are truly inspirational. His selflessness shines through as he consistently meets our high demands without a word of complaint, always responding with a reassuring, "No problem, I'll get it done." His exemplary attitude and team spirit are qualities we deeply value and hope will inspire others to emulate.
Service Technician
Eugene Boudreau has been an invaluable member of Howard G. MacNeil Truck Parts & Service Ltd. for 52 years as of this March. His dedication is unparalleled, having worked seven days a week for over 25 years and handling 95% of all road calls. Eugene’s reliability is exceptional, with an almost perfect record of zero comebacks. He is always available for call-outs or to share his extensive knowledge. In addition to his role as our in-the-field marine technician, Eugene is a fully trained Cummins technician and an expert in rebuilding engines, transmissions, and rear differentials.
Recently, a school bus arrived at our shop with a derate code for the DEF pump. One of our trained Cummins technicians worked on the unit from 8:00 AM until 5:00 PM but was unable to resolve the issue. At 5:05 PM, the customer, who relies on this bus for his contracts with local private schools and has been loyal to us for over 30 years, called inquiring about the status. Informing him that the bus was not ready was not an option. Eugene, who was in my office at the time, overheard the conversation and understood the urgency. Despite having worked all day on another unit, I asked Eugene if he could assist in troubleshooting the bus, given his 48 years of experience as a Cummins technician. Initially hesitant, Eugene agreed after I requested his help. Without hesitation, he said, “Come on, let’s go get it done.”
In less than 45 minutes, we identified and repaired faulty wires in the OEM harness plug, cleared the codes, and road-tested the unit, ensuring a successful repair. The customer was extremely pleased and grateful for our after-hours effort to get his vehicle back on the road. Once again, Eugene’s expertise and dedication ensured customer satisfaction.
As Eugene approaches retirement, we reflect on his remarkable career and contributions to the trucking industry. Next month, Eugene will turn 70. He physically built the building where our company first started, and without his dedication, our business would not be what it is today. We are profoundly grateful to Eugene for his lifelong commitment to the trucking industry.
