Fixed Operations Vice President
Resume:
B
Troy Becktel
********@*****.***
Niles, MI 49120
SUMMARY
Accomplished executive with twenty plus years of experience focused on delivering exceptional customer experiences to drive consistent revenue growth. Coordinated resources to excite an industries customer demands. Business expert, organized decision-maker and strategic planner with top-notch interpersonal and communication skills.
SKILLS
Leads by example
Strategic Goal Setting
Financial P&L responsibilities
Performance Evaluation and Monitoring
Training and development
Policy/Program Development
Originality and Creativity
Customer Service Management
Hiring, recruitment, and retention
EXPERIENCE
Vice President of Customer Service and Quality
Barletta Boat Company, LLC / December 2022 current – Bristol, IN
Responsible for $12m minimum annual claims and managed inventory turns and sourcing of $8m in service parts and aftermarket. Led team that handled 50k annual inbound contacts.
Establish an industry-leading service organization for our luxury boats, including but not limited to dealer service, retail service, service development, parts, aftermarket, and factory service.
Implement a training academy for service technicians across the industry, reducing warranty expenses by more than 30% within 10 months.
Design and Implemented a case management system and follow up process unique to high-end pontoons
Led recruitment, retention, problem-solving and customer and employee-culture in a very competitive arena
General Manager
General RV Center, Inc./ Nov 2020 Nov 2022 – Bristol, IN
Recruited by ownership to build and operate the industry’s first near factory vehicle inspection and warranty center. Planned the facility floor plan for optimal throughput, develop pay plans and job descriptions, recruited 110 personnel and coordinated the contractors to build out the campus.
77 acre, 150,000 square foot state of the art facility. Once operational, recruited my replacement for a smooth handoff of responsibilities.
Achieved revenues of $~5m in the first year of operations and fostered positive relationships with our RV factory contacts. Facility achieved profitability within the first 7 months of operation.
Authored comprehensive process flows, plant industrial engineering, as well as developed to software tool for the location that led to a positive P&L within seven months
Lead vendor selection as well as the creation of relationships with each of the local manufacturers to acquire material
Introduce multiple problem-solving and lean manufacturing principles resulting in 15% reduction in inventory requirements
Vice President of Customer Service
Tiffin Motorhomes Inc./ May 2019 to Oct 2020 – Red Bay, AL
Responsible for $20m minimum annual claims and managed inventory turns and sourcing of $12m in service parts and aftermarket. Led team that handled 80k annual inbound contacts.
Authored and released service documentation, such as but not limited to an authorized service center manual, product warranty, technical bulletins, and internal approvals
Communicated regularly with executive team members to deliver pertinent details related to progress status and direction for projects while leading a customer service staff of more than 200.
Negotiated contract specifications with major vendors and logistics companies to ensure on-time materials and annual cost savings initiatives
Introduced a legal review of external documentation for compliance and accuracy
Introduced a cross functional problem-solving process to reduce warrantable expenses and to improve product quality
Executive Director of Service, Warranty, & Parts
Erwin Hymer Group NA/ Aug 2015 to Feb 2019 – Hamilton, MI
Responsible for $4m minimum annual claims and managed inventory turns and sourcing of $2.4m in service parts and aftermarket. Led team that handled 38k annual inbound contacts.
Act as an North American executive leadership team member in the development of process and procedure for a new venture for the solid European organization
Establish and maintain all of the pillars of a manufacturers service organization
Led the organizations product compliance program for adherence to the North American RVIA and FMVSS requirements
Implemented a cross functional problem-solving process to reduce warrantable expenses and improve product quality that demonstrated a reduction of warranty more than 3% of sales
Executive Director of Customer & Product Support
Spartan Motors Inc./ Jan 2001 to Aug 2015 – Charlotte, MI
Responsible for $9m minimum annual claims and managed inventory turns and sourcing of $28m in service parts and aftermarket. Led team that handled >100k annual inbound contacts.
Establish an industry-leading service organization for fire service vehicles, luxury recreational vehicles, delivery-service markets, and aftermarket, leading a team of ~110.
Implemented a training academy for service and owners that led to multiple industry awards for excellence
Implemented a case management and follow up protocol that helped our organization maintain automotive level warranty expenses, lowering the previous numbers from greater than 7% of sales to 1.4% within 3 years.
Led initiatives in the organization focused on recruitment and retention as our location was in a very competitive area.
Accomplished and maintained ISO 9001:2008 certification for our service and parts teams as required by our military contracts
EDUCATION AND TRAINING
Certificate: Organizational Leadership
Hillsdale College - Hillsdale, MI
Bachelor of Science: Mechanical Engineering
Warren National University - Cheyenne, WY
ACCOMPLISHMENTS
Leadership – Received chairman’s award for reducing warranty significantly while increasing customer satisfaction
Lowest organizational turnover for 6 years in a row
Published author – The Methods Interviews & Performance Evaluations
ADDITIONAL INFORMATION
Humbled to serve as a developmental youth coach for more than 20 years. Today, those same kids are success and promising young adults.
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