TIMOTHY E.

PLEASANT
4967 Scarlett Way a San Jose, CA 95111
408.225.2336 (h) a 408.309.4601 (c) a tp10bf3e8@westpost.net
MANAGEMENT CUSTOMER SERVICE MAINTENANCE OPERATIONS
Equipment Maintenance & Repairs / Staff Leadership / Service Operations Mana
gement
Enterprising, results-driven Service Management professional with expertise in
managing daily operations across parts, service, and aftermarket to ensure execu
tion of company maintenance programs in a timely and efficient manner. Forward-t
hinker, continuously monitoring and analyzing opportunities to cut costs and imp
rove efficiencies. Apply sharp troubleshooting skills in evaluating and efficien
tly managing service levels and repair processes to enhance customer satisfactio
n. Broad knowledge of measurement tools including Work-in-Progress (WIP) and Key
Performance Indicators (KPI) such as PM Completion Rate, Open-to-Quote, Approva
l to Completion, Mean Time, and Parts Fill Rate. Talent for motivating others to
perform at highest level of productivity.
Core competencies include:
aProactive Leadership
aStandard Operating & Safety Procedures
aBest Practice Identification & Implementation
aDocumentation & Reporting
aProcess Development & Improvement
aShort- & Long-Term Strategic Planning
aInternal & External Relationship Management

PROFESSIONAL EXPERIENCE

NEW UNITED MOTOR MANUFACTURING, INC. (NUMI) FLEET SITE MANAGER, 2006 to 2010
TOYOTA MATERIAL HANDLING USA (TMHU), Fremont, CA
Directed day-to-day Fleet Operations, ensuring on-time delivery of contractual r
esponsibilities and maintenance of positive relationships with both NUMMI manage
ment and TMHU Northern California personnel. Ensured analysis and timely deliver
y of monthly fleet management reports. Made recommendations for cost savings and
equipment replacement decisions. Identified best practices to improve fleet ope
rations. Facilitated quarterly Steering Committee and monthly Shop Committee mee
tings; participated in ongoing subcontractor management meetings. Provided input
on annual fleet budget. Reviewed budget variances for specific departmental hea
ds. Coordinated with Purchasing to develop and coordinate purchase orders for eq
uipment / services. Communicated with managers at various levels, customers, and
vendors.
Selected accomplishments:
aConsistently met established KPIs for performance tracking.
aReduced number of technicians from 12 to 5, saving company $600,000. per year.
aAchieved 35% increase in PM performance on customer fleet from 65% to
100%.
aTransitioned customer satisfaction rating from atotally dissatisfieda to avery
satisfied.a
aRedesigned attachment load arms to reduce or prevent breakage due to customer a
pplication.
aUtilized new type of tow tractor to enhance performance and safety.
PRODUCT SUPPORT MANAGER, 2005 to 2006
PAPE MACHINERY, Newark, CA
Oversaw operations across Parts and Service and Operations Departments for the N
ewark, Rohnert Park, and Gilroy facilities of the Westas largest construction an
d forestry equipment suppliers. Managed P&L for Newark, ,Rohnert Park and Gilroy
, aftermarket operations encompassing parts, service, and aftermarket sales. Spe
arheaded recruiting, training, and leadership of Parts and Service and CSA perso
nnel across three facilities. Worked collaboratively with sales force to solicit
and grow business. Reviewed financial performance of Parts and Service and comp
ared to plan; explained any variance to immediate supervisor. Reviewed individua
l performance with employees and recommended areas of improvement. Interacted wi
th personnel to discuss delays and plan corrective action to ensure on-time deli
very.
BRANCH MANAGER, 2001 to 2005
YALE PACIFIC a" PACIFIC MATERIAL HANDLING SOLUTIONS, Union City, CA
Managed Parts and Service and Rental Operations for a privately-owned fleet mana
gement and material handling dealership, including direct supervision of 31 empl
oyees. Maintained accountability for P&L for Union City aftermarket operations c
onsisting of parts, service, and long- / short-term rentals. Recruited, hired, t
rained, and developed aftermarket sales force. Conducted periodic performance re
views and career goals; devised training plans. Called on customers initiate opp
ortunities for growth in sales and service. Monitored expenses for new unit prep
aration and rental fleet repairs. Reviewed parts inventory levels, stack repleni
shment, and emergency order processes for back orders. Led daily meetings with P
arts and Service to review status of repairs and backorders.
Selected accomplishments:
aWorked in conjunction with Used Equipment Manager to rebuild Used Equipment Pro
gram..
REGION SERVICE MANAGER & DISTRICT SERVICE MANAGER, 1991 to 2001
TENNANT COMPANY, Minneapolis, MN
Developed and managed 93 service territories and 2 service centers in the Wester
n United States and Western Canada. Directly supervised and trained four distric
t service managers and five regional trainers. Identified training needs of tech
nicians and assigned trainers to execute specific training initiatives. Met with
trainers monthly to review their performance and training schedules. Rode with
technicians to meet with customers, evaluate performance of technicians, and ini
tiate new sales opportunities. Handled all aspects of the hiring process includi
ng interviewing, checking references, hiring, and assigning new hires to trainer
s. Coached, motivated, and identified training needs of managers. Completed all
required documentation in a timely manner.
Selected accomplishments:
aDrove external labor sales exceeding $8.1M (2000).
aDeveloped services programs using Tennant District Service through direct invol
vement at 20 Tennant Commercial Distributors across assigned region.
* * * * * * * *
Earlier employment included various positions with Hyster Company including Gene
ral Parts and Service Manager, After Market Sales Manager, and Store Manager.
 EDUCATION

OREGON TECHNICAL INSTITUTE, Klamath Falls, OR

Bachelors Degree in Auto Diesel Technology | AAS in Automotive Tune Up and Instr
umentation
Coursework in Civil Engineering
Professional Development: 2000 Center for Creative Leadership