David J. Johnson Email and Phone Number
Global automotive industry executive specializing in service operations and consumer experience► Recognized authority in all aspects of customer service, including strategy and execution for product repairs, maintenance and parts; warranty, safety and recall programs; technical training and diagnostics; and user outreach through online support, publications and technical hotlines. • Detailed know-how creating cradle to grave support for all vehicles and the dealers who maintain them • Chosen for Board of Governors for National Institute for Automotive Service Excellence.► Groundbreaking first-mover in electric vehicle service start-ups. Originated EV distribution networks, field operations, and customer relationship management systems. ► International experience throughout Eastern Hemisphere, spearheading vehicle service modernization across top world markets while based in Shanghai, China. Well versed in synthesizing global operations and navigating diverse business cultures.► Servant leader creating high performance teams with best practice collaboration. Devoted to inspirational people growth and well-being across all organizations.Key areas of expertise: • Service Operations Management• Dealer Fixed Operations Management• Warranty and Quality Control• Customer Service Management• Vehicle and Parts Logistics• Recall Operations• Service Publications• Import/Export Operations• Six Sigma Black Belt Certified----------------------------Career executive at Ford Motor Company, advancing from hands-on roles in product management, field service and dealer relations to current global oversight for service engineering operations.Ford Motor Company Highlights• Service operations turn-around expert, with roles focused on fixing critical support organizations, systems and processes throughout company.• Pioneered Ford electric vehicle global service and logistics, establishing vehicle and parts distribution, dealer and field service operations, and customer support experience.• Transformed Eastern Hemisphere vehicle service operations, leading business unit revitalization from Shanghai, China. • Revamped warranty and recall programs across all brands to gain $250M+ in annual savings while improving vehicle quality. • Implemented service strategies for emerging technologies as well as infrastructure for autonomous, electric and connected vehicles. Led conversion of maintenance operations via telematics, directly connecting vehicles to technicians for remote vehicle diagnostic and service needs.
Ase - National Institute For Automotive Service Excellence
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President & Ceo DesignateAse - National Institute For Automotive Service Excellence Jun 2023 - PresentLeesburg, Virginia, Us
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Advisory Council MemberGlg 2022 - Jun 2023New York, Ny, UsAutomotive Service Operations Executive and industry expert providing insight into corporations, dealer groups, suppliers, and the consumer experience. Bringing insights to decision makers with expertise across the service operations business such as service publications & platforms, tools & equipment, training curriculum/content, diagnostics, technical support, vehicle quality issue ID & resolution, warranty operations, and connected vehicle telematics strategies. -
Global Director - Service Engineering OperationsFord Motor Company 2018 - Jun 2023Dearborn, Michigan, UsLeading vehicle repair support for Ford and Lincoln Dealers worldwide, including global field service team, tool and equipment sales and distribution, technical hotline, and warranty/safety recall operations. P&L responsibility for B2B equipment and service generating $100M+ annual profit.>>> programs = $3 B budget | team = 1200 global direct staff <<<• Complete life cycle service strategy and execution including product design, launch, platform derivatives, and past model maintenance, • Comprehensive assistance for dealer service departments, including technician recruitment, training and retention, online service platforms, and service department capacity growth.• Led connected vehicle migration, leveraging infotainment system with AI inputs to communicate directly with user, and utilizing real-time data with dealers and customers to drive service loyalty. -
Global Director, Repair Product PlanningFord Motor Company 2016 - 2018Dearborn, Michigan, UsRecast global repair product lines and pricing strategies to expand premium Motorcraft parts for FMC brands while launching competitive Omnicraft after-market parts for rival brands, plus service and collision part P&L.>>> programs = $1B + budget | team = 100 direct staff <<<• Product lines included parts, equipment, lubricants, and major re manufactured systems for all vehicle maintenance and shop repair. Sales included both dealers and wholesale parts distributors.• Led global counterfeit parts investigations in conjunction with law enforcement for to protect IP.
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Director, Service Engineering Operations - Asia Pacific & Africa RegionFord Motor Company 2012 - 2016Dearborn, Michigan, UsRelaunched all aspects of corporate technical service operations across Eastern Hemisphere, including top vehicle markets China, Japan, India and Korea.>>> programs = $1B budget | team = 25,000 global direct & indirect staff <<<• Consolidated isolated units into unified organization, supporting 2,000+ dealers executing consistent service strategies and processes. • Aligned established businesses with newly initiated ventures, including recent China JV partners.• Created cross-functional team to harmonize product development and after-sales service planning for market-specific vehicle launches.
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Chief Engineer, Customer Service EngineeringFord Motor Company 2007 - 2012Dearborn, Michigan, UsLed North America Service Operations, delivering information, tools, and training for 35+ future model vehicles while providing technical center support to 40,000 technicians for 20+ current model vehicles. >>> programs = $10M budget | team = 200 direct staff <<<• Led the largest ever automotive industry vehicle collision repair initiative to support the all-new aluminum intensive F150, providing collision repair capability across the US while keeping insurance pricing the same as existing steel-bodied trucks.
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Manager, Global Recall & Service Quality OperationsFord Motor Company 2006 - 2007Dearborn, Michigan, UsImplemented multiple recall programs, managing service procedure training, dealer memos and reimbursements, and owner outreach with nine million customer communications annually. Service insights applied to reduce $500MM in North American warranty costs. >>> programs = $500M budget | team = 46 direct staff <<<
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Warranty Reduction & Service Information ManagerFord Motor Company 2003 - 2006Dearborn, Michigan, UsDirected warranty information and cost reduction programs marked by conversion to digital platforms. Focused on repair manuals, vehicle owner literature, and corporate technical service website. Managed high-profit revenue stream from technical materials for dealers and customers. >>> programs = $5M budget | team = 30 direct staff <<<
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Alternative Fuel Service Operations ManagerFord Motor Company 2002 - 2003Dearborn, Michigan, UsEV service operations role expanded to include all alternative fuel vehicles including hybrid, electric, natural gas, propane, and fuel cell vehicles.>>> programs = $3M budget | team = 20 direct staff <<<• Managed the development of service strategy to support launch of the Ford Hybrid Escape.• Identified $2MM in warranty cost savings and avoidance by implementing customer Quick Reference Guide and battery charging tool program with Ford/TH!NK dealers.• Directed development of future fuel cell service strategies to enable the most cost efficient means of safely servicing hydrogen fuel cell vehicle fleets.
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Director - Th!Nk Ev Global Distribution And Service OperationsFord Motor Company 2000 - 2002Dearborn, Michigan, UsTH!NK MOBILITY LLC, A DIVISION OF FORD MOTOR COMPANYLed global service, parts distribution, transportation logistics, and after-sales support systems for TH!NK electric vehicle start-up including multi-year post-program service support.>>> programs = $100M budget | team = 30 global direct and indirect staff <<<
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Board MemberAse - National Institute For Automotive Service Excellence 2020 - Jan 2023Leesburg, Virginia, UsMember of Board of Governors promoting the recruiting, training, retention of professional automotive technicians, and the advancement of the automotive service industry.
David J. Johnson Education Details
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University Of MichiganBusiness Administration -
Weber State UniversityMechanical Engineering Technology
Frequently Asked Questions about David J. Johnson
What company does David J. Johnson work for?
David J. Johnson works for Ase - National Institute For Automotive Service Excellence
What is David J. Johnson's role at the current company?
David J. Johnson's current role is President & CEO at the National Institute for Automotive Service Excellence (ASE).
What schools did David J. Johnson attend?
David J. Johnson attended University Of Michigan, Weber State University.
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