SCOTT L.

RIEMER
6255 Dogwood Lane, Libertyville, IL 60048
Cell (918) 704-1955; sr57e614@westpost.net

PROFESSIONAL OBJECTIVE
To contribute more than 25 years of management and leader
ship experience in the heavy equipment support industry by focusing on company g
rowth and profitability through customer satisfaction.
QUALIFICATIONS
* Self directed, results driven
* Development of functional work teams
* Conflict and problem solving management
* Relationship building to foster international diversity
* Advise with overseas plants on international warranty administration policies
and practices
* Financial management of departmental budgets
* Developing direct report mindset from field service technician to business sup
port manager
* Plan, prioritize and manage special projects under tight deadlines
* Strong analytical and problem-solving skills, with focus on workable solutions
* Identify customer issues to raise customer satisfaction levels that enable fur
ther sales
PROFESSIONAL EXPERIENCE
CASE NEW HOLLAND, Racine WI, (10/08 - Present)
Team Leader - Parts & Service Platform / Construction Equipment NAR
* Manage the day to day Parts and Service Support activities. Work closely with
Engineering, Quality Product Behavior and the Current Product Management Team (C
PM). Responsibility encompasses (4) North American plant locations
* Manage a North American Team of (4) Product Technical Specialists assigned to
each plant to ensure that all field technical issues are raised through the corr
ect channels, resolved in a timely manner and communicated back to the Technical
Service Group (TSG) in Racine
* Manage the CE departmental budget and control yearly SG&A for the team
* Work with commercial to represent all Parts & Service requirements for new pro
duct launches such as parts availability, serviceability, technical information
availability
* Provide regular feedback on KPI's for the Platform and implement corrective ac
tion plans as required
* Make sure technical queries from the field are responded to with appropriate i
nformation by way of Service Bulletins, Knowledge Objects, or Service News Updat
es. Ensure PB Master Reports are continuously revised and kept up to date for r
eport sharing with the Current Product Management teams
* Elevate field issue awareness levels to CPM and when necessary promote field c
ampaign creation
TEREX MINING - O&K, Tulsa, OK (11/05 - 10/08)
Product Support Manager, Terex / O&K Hydraulic Mining Shovels NA / S
A
* Recruited employees and developed a U.S based Product Support department
* Liaison between the O&K German plant and North America on all regional product
support activities
* Educator and mediator between O&K Germany product support expectations and CAT
ERPILLAR product support expectations
* Provide leadership and direction to the O&K field staff and U.S. based trainin
g and warranty department
* Develop a seamless warranty process between O&K factory and U.S. dealer networ
k
* Negotiated and reconciled $500K of outstanding unpaid warranty between O&K Ger
many and U.S. dealer organization
* Work in conjunction with and track all factory modification programs for North
America
* Work as part of a team with marketing, sales, parts and product development gr
oups to implement new business initiatives and develop strategies to increase pa
rts revenue and improve on customer service support.
* Manage all training activities both Technical and Operator for the O&K hydraul
ic mining excavators and shovels in North and South America
* Provide warranty training throughout the CATERPILLAR dealer organization in th
e U.S. and Canada
* Provided new CATERPILLAR dealer's with start-up training on O&K product introd
uction, product support network, formal product technical training programs offe
red and warranty administration processes

SCOTT L. RIEMER
6255 Dogwood Lane, Libertyville, IL 60048
Cell (918) 704-1955; sr57e614@w
estpost.net Pg.2

AON WARRANTY SERVICES, Manchester UK (2/02 - 04/05)

Operations Manager North America - Off Road and Industrial Equipment
* Establish a marketing presence throughout North America
* Secure North American insurance company underwriting
* Manage business activities between client (OEM) and insurance underwriters

SAMSUNG CONSTRUCTION EQUIPMENT COMPANY. Chicago, IL (01/93 - 12/01)

Product Support Manager of North America
* Establish (6) service support regions with (6) DSM's covering 165 dealer locat
ions
* Plan, coordinate, and manage all interdepartmental product support functions
* Handle and supervise all personnel responsibities included hiring and training
staff
* Coordinate machine field modifications assigned from overseas Service Departme
nt
* Prepare local service bulletins, and field campaign announcements for North Am
erica
* Develop internal as well as external action plans that support strategic busin
ess goals and objectives
* Consistently focus on product quality, enhancement and customer satisfaction l
evels
* Provide ongoing warranty training seminars for all U.S. dealers
* Manage warranty dept. and all service-related policies pertaining to warranty
administration
* Plan and conduct service related meetings at both the departmental level and n
ational level
KOMATSU AMERICA CORPORATION, Chicago, IL (03/90 - 12/92)
Product Service Engineer - Excavators, Mining Dump Trucks
* Provided technical expertise and problem analysis to support five regional fie
ld offices and U.S. dealer network on Japanese imported dump trucks, grader
s and excavators
* Liaised and resolved for U.S. market major machine quality issues with factory
in Japan
* Plan and control national field campaigns with regional offices and Japan
* Plan and implement technical field surveys. Develop strategy with Sales and Ma
rketing Teams
* Assist as required, sales and marketing department technical sales presentatio
ns
* Maintain technical failure information on database. Follow-up on product impro
vements
* Provide technical assistance to warranty administration and service training d
epartments
* Provide monthly major failure reports on product failures. Track and prepare i
n conjunction with factory on going improvement programs and field campaigns
KOMATSU AMERICA CORPORATION, Dallas, TX (6/83 - 3/90)
District Service Manager - Construction Equipment Product Line
* Responsible for the investigation, resolution and follow-up of field technical
issues for the complete Komatsu line of machines within an assigned geographica
l territory
* Provide warranty training, assist with dealer claim processing while staying f
ocused to minimize claim turnaround time and maximize dealer claim reimbursement
* Negotiate fair and amicable settlements on policy request claims to provide a
win-win situation for the customer, dealer and company
* Evaluate dealer facilities and make recommendations for dealer development owi
ng to enhanced customer support and a more efficient service operation
* Work with the dealer parts dept. to increase sales volume through historical p
arts usage reviews, quarterly inventory parts planning sessions, development of
recommended spare parts list upon new model introduction and joint customer visi
ts with parts people to promote parts sales
EDUCATION
* Madison Area Technical College - Madison Wisconsin
Associate Degree - Diesel Engine and Heavy Equipment Systems Technology
* Lewis University - Romeoville, Illinois
Pursuing BA in Business Management Administration