Kevin McCarter has been working with Snorkel since 2011 when he joined the service department. While there, he did double duty with the warranty department until he became a technical writer in 2017 providing global support for both Snorkel and Xtreme Manufacturing. Since then, Kevin has been responsible for the Technical Communications Bulletins and Technical Safety Bulletins that the company publishes on a regular basis to keep its customers informed on the updates and developments regarding their Snorkel and Xtreme equipment.
What aspect of customer service makes Snorkel unique from competitors?
It begins with our management team. Our leader holds everyone to a high standard and this pushes us to work hard and be the best that we can be. Under his direction we’re able to provide the best customer service available in the industry.
In your opinion, what does Snorkel do differently from competitors to elevate the work-at-height industry?
Snorkel prioritizes innovation and ever-changing ideas to keep us moving forward. We understand that customers may want a product that is specifically suited to their needs. We respect those needs and do everything we can to make things happen for them.
What are your core responsibilities?
My core responsibilities are to compile all pertinent information for bulletins and to work with engineering, service and/or the production team to implement the repair or procedure indicated. Then I document the repair or procedure and release the information to the appropriate customers.
How does your role support customers?
The documentation I create and release is a direct connection to the customer base. It allows the customer to be up to date with the latest safety-related issues and provides information on repairs, updates and maintenance. The Toolbox also has a great explanation of TCBs and TSBs.
