In a successful material handling dealership, it is critical to maintain clearly defined revenue and gross profit contributions from your aftermarket departments, in particular, the Parts and Service Departments. Not only does high performing aftermarket departments assist a dealership in account retention by providing high levels of customer satisfaction and uptime, but it is also critical to achieve KPI’s and metrics that will guarantee your dealerships financial performance which allows growth, deeper training and more.

What you will learn:

• Understanding customers changing expectations;
• The importance of processes to reach your KPIs;
• Setting up a fleet program with your customer to control as much of their Service business as possible;
• Parts profitability, inventory management and parts market share;

The complete 4 part series includes:

The Importance of Processes to Reach Your KPIs
Presented by Travis C. McBride, Director of Operations, Alliance Material Handling, Inc.
In the material handling business, we gauge our progress and our performance on the KPIs that we are tracking. Having the right process can mean the difference between blindly hitting those KPIs or consistently hitting them. So many departments are doing things because that is how they have always done it without knowing why. You need to look at “why” so you can establish the “how.” Having the right process makes it easier to bring new team members up to speed and contributes to your success. Length: 51:41

Customer Fleet Program
Presented by Kevin Louis, Aftermarket Service Manager, Fairchild Equipment
Part one of the presentation will focus on setting up a fleet program with your customer to control as much of their Service business as possible. This is only possible if you have a fleet portal to store the information. Part two of the presentation will focus on CPH (cost per running hour), utilization, and spend, per piece of equipment or the entire fleet. Length: 50:38

The Unsung Heroes of Your Dealership
Presented by Melissa DePinto, Corporate Parts Manager, Welch Equipment
This session is designed to address Dealer best practices for Parts Leaders to help create a culture of customer service. The number one complaint in many customer surveys is parts availability. Parts availability has a direct correlation to a customers’ up-time and satisfaction. It is critical to establish inventory stocking and management rules based on your business, market, competition, and customers. It is imperative that we utilize all available resources to meet customer demands. Length: 1:06:25

Inventory Management–It’s in Everyone’s Interest
Presented by Brett Beem, Senior Supply Chain Manager, TVH Parts Co.
Inventory management, turns, absorption, freight security, dead inventory, are all keys for success in your Parts Department. During the presentation the focus will be on how to make your parts department more profitable and efficient. Length: 37:41

Note: Courses must be registered per individual so that test scores and certificates of completion can be correctly awarded. Individuals will have access to the course for 90 days from the date of registration.

Member Price: $299

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Register yourself and/or other employees of your company!

Click the button below to register yourself or other employees for this course. You will be able to register multiple employees at the same time. Once you complete the registration, you will receive an order confirmation receipt and each registrant will receive an email confirmation with a link to access their course. The registrants will have access to the course for 90 days from the date of registration.

Member Price: $299

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