Expert Details
OEM Automotive Fixed Operations and Aftermarket Parts & Service Growth Strategies
ID: 734254
Michigan, USA
Key Search Info.
Automotive OEM and Aftermarket Sales and Service Strategic Planning and Channel Management
Cross-Functional Teams – Passionate Engagement Win-win Supplier-OEM Partnerships
Parts eCommerce and Software Technology incl. SaaS Business Development and Retention | Project Mgmt.
Transformational Representation and Leadership Competitive Market Data Focused to Drive Priorities
Exemplary Reputation | Integrity Aftermarket | Aftersales Wholesale Parts
Fixed Operations Subject Matter Expert Diversity | Global Teams
Innovative Marketing Strategies | Ecommerce P&L Responsibility and Senior Executive Mentoring
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 1991 | Degree: MBA | Subject: Business and Marketing | Institution: Denver |
| Year: 1983 | Degree: BS, AA | Subject: Business, Marketing and Economics | Institution: Big Rapids, MI |
| Year: 2004 | Degree: U of M Ross School of Business, Executive Education Center | Subject: MBA Update, Corporate Strategy | Institution: Ann Arbor, MI |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2018 to Present | Employer: Undisclosed | Title: AUTOMOTIVE INDUSTRY CONSULTANT | Department: |
Responsibilities:Managing ongoing projects, including for my former employer via Tier 1 supplier/s on a contractual basis. Also, supporting ongoingconsulting engagements in collaboration with private investment firms (i.e. Pincus-Warburg) and business consulting companies such as McKinsey, GLG, Boston Consulting Group, PWC, etc. providing auto industry environmental insights and guidance. This experience has greatly complemented my automotive fixed ops knowledge and skills and positioned me for the next serious challenge on your team. |
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| Years | Employer | Title | Department |
| Years: 2015 to 2017 | Employer: FORD MOTOR COMPANY | Title: Service Excellence Manager, Global Markets | Department: |
Responsibilities:Developed and led the company’s ambitious OEM-benchmark “Service Excellence” program to solve a critical lack of dealer repair shopcapacity. This initiative significantly reversed customer dissatisfaction, modernized obsolete dealer repair shop processes using proprietary and existing (DMS) software technology and data-driven process improvements. Pilot dealer’s customer promised times performance improved 140% while completing nearly 100% (up from 44-57%) of repairs on the same day. Our pilot stores were based in the US, Asia, Middle East, N. Africa and Europe. Positive customer CSI survey verbatims increased an unprecedented ~400%. Ford’s global OEM service satisfaction market ranking increased from #6 to #2, trailing BMW by only 6 points, and beating Toyota by 4 full points. Pilot Dealers actually achieved their monthly break-even point on their fixed repair shop investment an average of 3 full days earlier in the month when following our Service Excellence Program thus realizing 3 additional days of average profit. Achieved company goal to greatly maximize our dealer’s repair shop efficiency to improve customer satisfaction and minimize the need for the company to either add more dealership points, or require dealers to incur costly brick and mortar expansions and add Technicians which are becoming harder to find in the US (and, EU) workforce. Developed an innovative and unprecedented alliance between my (3) global Tier 1 suppliers to build and deliver this project |
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| Years | Employer | Title | Department |
| Years: 2013 to 2014 | Employer: FORD MOTOR COMPANY | Title: Global Parts and Service Strategy Manager | Department: Ford Export Markets |
Responsibilities:Based in the US (Allen Park, MI) my team held responsibility for closely and efficiently supporting our international marketing, sales andservice teams located in the field offices in our developing markets. (i.e. Asia Pacific, Middle East and Africa, Caribbean/Central America). Successfully developed, communicated and implemented numerous progressive marketing and operational programs by adapting best global best practices. Responsible for budgeting/ROI forecasts, team building (Ford and supplier) and mentoring. Achieved all stretch objectives through company and supplier teamwork/persistence, and embracing and leveraging diversity and global cultural dynamics. |
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| Years | Employer | Title | Department |
| Years: 2000 to 2012 | Employer: FORD MOTOR COMPANY | Title: Wholesale Parts Marketing Strategy and Ecommerce Manager | Department: |
Responsibilities:In response to our company’s need for a competitive wholesale parts program, I led the design, launch and sustainment of Ford’saftersales parts program that remains the industry OEM industry benchmark. Significantly grew the Genuine Ford and Motorcraft wholesale (aftersales) mechanical and collision repair parts growth based on the comprehensive scope, breadth, target dealer adoption and sustainment. Internally referred to as the “father” of Ford’s wholesale program. o Researched and incorporated advanced product and sales Dealer/Ford employee training, effective marketing campaigns, with creative C&I’s. Hired and trained Ford’s national wholesale parts field team. Conceived and leveraged potent fleet account conquest and retention tools, facilitated creative recognition events for top Dealer/field performers; and developed advanced market analytics to measure gaps and success. Also responsible for sales forecasting, annual budgets, product branding, live field broadcasts, and promoting the continuous improvement/flow of ideas from our Dealers and field reps. o Our success increased wholesale parts sales nearly 300% from $764M to $3.3B during my assignment and was recognized by senior company executives (incl. CEO, Bill Ford Jr.) as a significant contributor to the company’s success. Ecommerce Mgr. – Conceived, developed/named and successfully deployed FordParts.com – the first ecommerce website in the world to facilitate franchised Dealer points as independent sales points in any product segment. Targeted both B2B and B2C customers – including the demanding fleet customer segment - in this expanding industry space. o Overcame significant technological and Dealer organizational adversity. Firmly remains the OEM industry benchmark. o Recognized by Automotive News’ industry panel as a PACE Award Finalist for my team’s innovative parts ecommerce technology/platform, simplicity and its unprecedented Independent Installer, Fleet and retail Dealership benefits Parts Product Portfolio Mgr. – Responsible for 100% oversight of all aspects of my assigned $650M Ford and Motorcraft aftermarket parts portfolio. Achieved a record 14% annual stretch sales and market penetration objectives each year. Developed detailed annual business growth plans, C&I, P&L, ad campaigns, product training, supplier performance, product planning, pricing, dealer/field recognition award programs, communications, product and marketing innovation, engineering testing and sign-off, competitive research, inventing and deploying innovative new business conquest tools, pricing algorithms, and performance measurement and management tools. Invited as industry keynote speaker, and our OEM/Aftermarket industry roundtable leader. Strategy Office Coordinator/Mgr. – Ford Customer Service Division. – Responsible for positioning Ford and it’s Dealer’s at the forefront of OEM fixed operations. Projects included the first re-design in decades of our company-to-Dealer Terms and Conditions to incentivize fixed operations excellence. Achieved best-in-OEM industry efficiency and leveraged our new distribution network o Drove exceptional dealer/company efficiency and wholesale (aftermarket) parts and Ford-Lincoln Dealer service competitiveness. Mitigated unintended consequences through research/ analysis and extensive US dealer/field collaboration. o Achieved annual company cost savings of $30M vs. assigned $10M objective and developed the foundation that nearly tripled our team’s parts revenue, while increasing our parts aftermarket share from 14-17% to 37-41%. (depending on data source). |
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International Experience
| Years | Country / Region | Summary |
|---|---|---|
| Years: 1995 to 1998 | Country / Region: Europe, US | Summary: Ford - Lincoln Accessories Product Planning Mgr. Led the conception, forward planning, benchmarking/research, and quarterbacked the cross-functional team interface with Ford-Lincoln Designers, vehicle product marketing mgr., new program management, brand management, supplier selection and supervision, purchasing, finance, engineering, Dealer relations and accessories marketing/vehicle marketing inclusion. Had dotted line responsiblity with Jaguar counterparts in Coventry, UK. |
| Years: 1998 to 1999 | Country / Region: Europe, US | Summary: Managed (P&L responsibility) the Ford "Rotunda" Dealer equipment and special service tools department - my team interfaced with Ford (US and Warley, UK), Mazda (Irvine, CA) and Jaguar (Coventry) vehicle engineering and product development mgt. and marketed approved items to Ford and Lincoln Mercury Dealers. Coordinated efforts of primary suppliers, including Snap On Corp., SPX (now Bosch), etc. |
| Years: 1999 to 2004 | Country / Region: Europe, North America | Summary: Coodinated 2-way exchange of best practices/strategies with focus on several key elements of our US aftermarket parts program were demonstrating a major positive impact on revenue and profitability and I was asked to exchange 2-way best practices with my European (Germany, France and UK) and North American (Mexico, Canada) counterparts to improve our collective programs and leverage global investments and scale. Had primary responsibility for Ford's US Dealer parts terms & conditions, aftermarket incentive programs, and Dealer parts, policies and procedures which I attempted to align globally according to franchise laws, company policies, etc. |
| Years: 2004 to 2007 | Country / Region: North America | Summary: As the Ford Parts Product Marketing and Program Manager I had responsibility for directly supporting my Ford of Mexico, and Ford of Canada counterparts with their similar efforts requiring coordinated information exchange, benchmarking, and leveraging scale economies. Had full responsibility for key parts product line management from concept to launch, maintenance and P&L responsibility for $600M product line (brake, steering and chassis product lines) |
| Years: 2007 to 2012 | Country / Region: Europe, North America | Summary: As the Ford US Wholesale Program Operations & Strategy and Parts Ecommerce (FordParts.com) Program Mgr. the company's international strategies were brought together by our new CEO, Alan Mulally during the great recession. As a result I aggressively engaged with my global counterparts on the exchange of best practices and global requirements. |
| Years: 2012 to 2016 | Country / Region: Middle East and Africa, Asia Pacific (non-China), and Caribbean & Central America | Summary: I was the Parts & Service Growth Strategy Mgr. for Ford's emerging markets export department. Led small team in almost daily (incl. evenings, and several Sunday nights) interaction with our global field sales & service offices. Our responsibilities included all (100%) support functions to help our regional sales teams with programs, incentives and tools to help their Dealers achieve their growth and customer experience improvement objectives. Achieved significant successes, particularly in our Middle East Markets, with pilot lessons that - for our company's first time - transferrable to all major global markets. |
| Years: 2016 to 2017 | Country / Region: All (100%) Global Markets | Summary: In the newly formed position of Global Service Excellence Manager my small development and installation team was responsible for supporting the regional sales & service teams in all global markets. We had the responsibility for the planning, scheduling, installation and sustainment of a Service Excellence pilot Dealer in all major markets. This required close coordination and daily meetings with our regional sales & service management teams in all global markets, and their Dealers. This required the development and launch of an extensive, unprecedented suite of situational tools for our on-site Dealer installations with our Ford employee teams carefully observing for local installations, by their own choice of supplier partners. |
Career Accomplishments
| Awards / Recognition |
|---|
| Automotive News PACE Award Finalist for industry leading Dealer parts ecommerce website |
| Publications and Patents Summary |
|---|
| Completed first stage of patent development for innovations with the Ford Wholesale (Aftermarket) Parts Program. Our Ford legal/patent office council supported the patent, but indicated that it would be embarassing to sue another OEM for duplicating our program. Which they tried to do (but, could not implement a couple of key areas). I have been interviewed for several automotive trade publications, including Parts & People (regional trade pub), Automotive News, Babcox Publishing, etc. |
Additional Experience
| Expert Witness Experience |
|---|
| 1. US Federal Case, Patent infringement allegation. Testified for Code Alarm, a Ford supplier partner. 2. US District Case - Eagle claimed that Ford's refusal to accept responsibility for warranty claims (NVH, alignment, irregular tire wear) on vehicles with any make of aftermarket wheel harmed their competitiveness at Ford Dealers. 3.) Small Claims Court - Denver/Boulder |
| Training / Seminars |
|---|
| Attended and facilitated hundreds of training seminars on fixed operations (automotive parts and service); and, subscribe to countless automotive industry trade journals to actively maintain current information. Ford places a high premium on continuous improvement for it's employees, both on personal and company time as applicable. |
| Vendor Selection |
|---|
| Led the project design specs, SOW development, and sourcing decision on dozens (100%) of the key supplier partners chosen for my assigned marketing, sales & service programs - most of which were developed from greenfield and flourish today, often with the same vendor who was set up for long term success. |
| Marketing Experience |
|---|
| Extensive marketing responsibility in all aspects of Dealer fixed operations, parts & service, and accessories - including competitive benchmarking, futuring customer needs, point of sale, tier 1, 2 and 3 advertising strategies, Dealer advertising funds/co-op, and being held accountable for my marketing budget investments. |
| Other Relevant Experience |
|---|
| I was `go to' middle manager for Ford's C-level executives to figure out AND lead the implementation of our strategic growth/share, efficiency and Dealer process advancement opportunities in our division's core areas of responsibility. I was responsible for the message to get everyone including executives, middle managers, and our Dealers aligned, find the best supplier/s, and implement & sustain the strategic programs. Our programs were - and, in many instances still are - the best in OEM class and are heavily benchmarked. My teams rarely did not miss a project timeline, budget or ROI target - and, our field sales team and their Dealers embraced these programs because we included everyone in the dialogue and properly staged our initiatives for a win-win. One result was that we tripled (3x) our revenue and aftermarket share in Accessories, Rotunda, and Wholesale Parts in a reasonable period of time. ADDITIONAL HANDS-ON EXPERIENCE Global Rotunda Department Manager– youngest mgr. of a Ford global business unit - $186M Dealer Tools and Equipment Sales Genuine Ford Accessories Product Planning Manager – Responsible for all current and upstream products and critical availability at Job 1. Vehicle brand management. Co-led here, Ford’s first cross-functional team design (supervising engineers, finance, purchasing, Marketing and Sales). Tripled sales to $276M with leading technology of the time. I championed the industry introduction of remote start, reverse sensing and other innovations that placed Ford-Lincoln 2-3 years ahead of all other OEMs. Ford Customer Assistance Center Group Leader – Supervised the top (of 13) performing and highest morale Ford CSR team Ford Sales Division, and Parts and Service Zone Manager assignments, Ford Denver Regional Office, Englewood, CO Norwest Bank (Wells Fargo) – Credit Mgr./Loan Officer. Branch Mgr. Development Candidate, Riverside, CA |
Language Skills
| Language | Proficiency |
|---|---|
| English | Fluent |