Mark Tucker
Morinville,AB
Summary
Results-driven Quality Assurance Manager with a strong track record at Wheaton Honda, recognized for significantly enhancing customer satisfaction and driving profit growth through strategic leadership and effective project management. Proven expertise in troubleshooting and team building, consistently achieving performance goals while prioritizing operational excellence. Exceptional ability to cultivate robust customer relationships has contributed to notable business successes. Honored with the Honda Council of Sales Award in 2018, 2019, and 2020, along with the United Way GenNext award in 2022 for community involvement.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Quality Assurance Manager
Wheaton Honda
Edmonton, AB
09.2017 - Current
- Maintained elevated standards of customer satisfaction through effective management.
- Established and accomplished goals for improvements in profits, quality and delivery.
- Identified and addressed problems to enhance customer satisfaction.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Produced thorough, accurate and timely reports of project activities.
- Resolved customer disputes by listening attentively to their concerns and finding appropriate solutions.
- Planned auto events and showcases to increase consumer awareness of the brand.
- Conducted regular inspections of shop floor equipment and tools to ensure proper functioning.
- Oversaw training programs for new hires to ensure they are up-to-date on industry standards and practices.
- Responded promptly and professionally to inquiries from customers regarding products or services offered by the dealership.
- Collaborated with other departments to ensure a smooth transition from sale through delivery of vehicle.
- Motivated and developed team to reach Customer Satisfaction goals.
- Leveraged CRM database to drive customer contacts, appointments, and sales.
- Assisted customers in selecting vehicles that best met their needs while maximizing profit potential for dealership.
- Maintained an up-to-date understanding of automotive industry trends and developments.
- Mentored employees to help achieve sales and CXI objectives.
- Solicited new business through cold calling, networking events, and referral programs.
- Monitored facility maintenance for cleanliness and recommended improvements to overall aesthetics.
- Inspected buildings regularly to identify potential risks or hazards that may affect employee safety.
- Planned and coordinated the maintenance of facility equipment and systems.
Lead Technician - Shop
Lamont Farm Centre
Lamont
01.2016 - 09.2017
- Atended multiple Kubota factory training schools
- Achieved Status as Kubota Master Technician 2016
- Had direct contact with customers to assist troubleshooting
- Build and explain quotes to customers
- Develop and Main Safe Work procedures
- Provide onsite customer suppport and product demonstrations
- Test and confirm repairs were completed corectly on customer units
Heavy Equipment Technician - Shop
Brandt Tractor
Edmonton
01.2015 - 01.2016
- Atended multiple John Deere and Ditch Witch factory training schools
- Had direct contact with customers to assist troubleshooting and maintain relationships
- Test and confirm repairs were completed corectly on customer units
- Assess necesary repairs and build quotes including looking up all parts to provide to customer
- Worked as part of a Team to troubleshoot build and repair machines for customers
- Develop and Maintain Safe Work procedures as
- Completed and kept track of all work done, maintain all paperwork related to current projects I was involved in
- Assisted with training and providing guidance to new apprentices and staff
Heavy Equipment Technician - Field
Fillmore Construction
Edmonton
01.2013 - 01.2015
- Operate a service truck maintaining and repairing all company equipment
- Deal with vendors to organize repair scheduling and ensure competitive pricing
- Deal with critical and emergency breakdowns
- Work independently to troubleshoot and repair equipment in field
- Make critical onsite calls in relation to the repair process
- Introduce preventative maintenance scheduling
- Develop employee training program for daily maintenance and introduce company wide
- Address safety concerns and take corrective actions regarding equipment
- Go out of town on minimal notice to perform emergency repairs
- Look up and order parts
- Complete daily paper work including, work orders, drivers log, and hazard assessment
- Work area was from Calgary to Ft.Chypewyn Alberta
Heavy Equipment Technician - Field
SMS Equipment
Edmonton
01.2011 - 01.2013
- Operated a service truck From Edmonton, AB to Ft.Nelson ,BC
- Worked on a wide variety of brands and types equipment from mining to forestry and construction
- Worked independently to troubleshoot and repair machinery in the field, while maintaining all safety paperwork and reporting to supervisors in a timely manner
- Provided exceptional customer service resulting in repeat business and new referrals in territories
- Suggested and got approval for repairs customer may not have noticed increasing revenue
- Handled all paper work in the field, work orders, parts orders and ensured that customer was getting the best return on their investment by having us on site
- Spent winter 2012-2013 providing onsite repair and maintenance for pipeline outfit
Heavy Equipment Technician - Shop
SMS Equipment
Edmonton
01.2011 - 01.2012
- Fabricated and build new equipment for the sales department as per customer request
- Major Rig-ups included D85 Tailings dozers
- Worked as part of a Team to troubleshoot build and repair machines for customers
- Develop and Maintain Safe Work procedures as part of the branch safety committee
- Completed and kept track of all work done and maintain all paperwork related to current projects I was involved in
- Assisted with training and providing guidance to new apprentices and staff
Commercial Trailer Mechanic - Field
Ocean Trailer
Edmonton
01.2007 - 01.2010
- Operated and maintained company vehicle
- Provided onsite customer service and repairs, resulting in increased business
- Developed repair process' to decrease labour times and increase revenues
- Worked long hours on-call
Sales Manager - Motorsports Division
Pointe West Honda
Morinville, AB
01.2005 - 01.2007
- Maintained and developed relationships between customers and staff
- Helped develop branding for a new dealership
- Set up advertising
- Developed marketing strategies
- Managed staff issues
- Made and achieved budgets and targets
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
Education
HET - Red Seal Heavy Equipment Program
NAIT
Edmonton02.2012
Diploma - High School Diploma
Sturgeon Composite High School
Namao06.2001
Skills
- Project management
- Mechanical Abilities
- Troubleshooting Skills
- Leadership
- Customer Relationship Development
- Safety Leadership
- Customer Service
- Maintenance Management
- Crisis management
- Conflict resolution
- Problem-solving
- Profit maximization
- Teamwork
- Independence
- Reliability
- Computer Skills
- Excel
- Word
- Communication Skills
- Team building
Certification
- Journeyman HET Off Road (Red Seal)
- Licensed Commercial Trailer Mechanic
- Air Conditioning Certified
- CSTS
- Komatsu Factory Trained
- PC290LC-10
- Tier 4 Interim Engines
- KVC Training
Other Relevant Skills And Experience
- Travelled extensively throughout northern Alberta and BC
- Self Motivated and Highly capable of working independently or as part of a team
- Strong dedication to safety
- Very reliable
- Excellent computer skills with both excel and word
- Excellent communication skills
- Familiar With most brands, attachments and types of equipment
Affiliations
- Participant in Horsepower For Hope Since 2021 as a driver raising funds for the Kids With Cancer Society
- Coaching Youth Soccer
- United Way Committee Chairperson
- Morinville Minos Soccer Board Member
Accomplishments
- United Way GenNext Award Recipient 2022
- Honda Canada Council Of Sales 2018,2019,2020
References
References available upon request.
Timeline
Quality Assurance Manager
Wheaton Honda
09.2017 - Current
Lead Technician - Shop
Lamont Farm Centre
01.2016 - 09.2017
Heavy Equipment Technician - Shop
Brandt Tractor
01.2015 - 01.2016
Heavy Equipment Technician - Field
Fillmore Construction
01.2013 - 01.2015
Heavy Equipment Technician - Field
SMS Equipment
01.2011 - 01.2013
Heavy Equipment Technician - Shop
SMS Equipment
01.2011 - 01.2012
Commercial Trailer Mechanic - Field
Ocean Trailer
01.2007 - 01.2010
Sales Manager - Motorsports Division
Pointe West Honda
01.2005 - 01.2007
HET - Red Seal Heavy Equipment Program
NAIT
Diploma - High School Diploma
Sturgeon Composite High School
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