Erich Miller Email & Phone Number

Columbus, Indiana, United States

Columbus, Indiana, United States

Utility team member that can move into various customer centered positions that require a high degree of consistent communication, technical aptitude, quality focus, and the ability to quickly adapt to new policies and procedures. Because of my previous experience I was recruited back into the Service Advisor role by the Fixed Operations Director. I was also able to fill an immediate need by quickly transitioning from Ford to Nissan.• Increased Nissan effective labor rate 40 percent• Implemented part return process on 100 percent of warranty workorders• Consistently score above dealerships’ customer satisfaction goals

Columbus, Indiana, United States

Team player responsible to help complete the vehicle reconditioning process on all pre-owned and auction vehicles. Actively inspected vehicles prior to mechanical inspection/repair, coordinated intake and repair processes, ordered and maintained parts for both vehicles and inventory, performed quality control before delivery to dealership, and helped coordinate the delivery process.• Increased reconditioning output 50 percent• Identified exterior flaws on 100 percent of vehicles• Processed parts requests for 8-10 vehicles per day

Columbus, Indiana, United States

Professional customer relationship builder with responsibilities that include actively greeting customers, translating customer’s reported conditions into actionable workorders for technicians, communicating relevant service repairs and costs to the customer, confirm the correct parts are ordered and received, conduct routine follow-up with customer, invoice and collect payment from customer, actively deliver vehicle back to customer, and resolve customer complaints related to the service provided.• Grew service business for new franchise location• Completed training required for Nissan Service Manager status

Indianapolis, Indiana

Served as customer input lead. Aggregated and communicated customer chemical spray system requirements. Provided information for system design and after sale support.• Decreased system installation time 35 percent• Reduced quote completion time 50 percent• Reduced onsite diagnostic requirements 60 percent

Columbus, Indiana

Facilitated and provided leadership training and coaching to help people significantly elevate their skills to empower people; unleash creativity, passion, and performance; and effect change. Shared knowledge to help others learn that perceiving is a creative act and to use their ability to perceive any person or situation in ways that creates new possibilities for the future. Shared life experiences with others to demonstrate the concept of “Emotional Brilliance” to help others learn that they can shape the outcome of a situation through their capacity to choose their response to any given situation. Empowered people to bring forth bold, noble, and compelling possibilities that help them unleash hidden potential and spark them to take action.

Columbus, Indiana

Supported creation of automated, web-based program for technicians to diagnose system error codes. Worked in concert with department associates and dealer technicians to optimize system operation.• Reduced technical support call volume five percent• Lowered warranty labor annual expense $108,000 within 12 months

Columbus, Indiana

Administered Toyota’s STARLIFT parts program. Supported 200 dealer locations. Utilized Kaizen process to improve both internal and external business practices. Mentored department associates by providing parts and service technical support.• Reduced battery vendor invoicing errors by 20 percent within 90 days• Improved chain vendor invoicing accuracy 25 percent• Increased dealer rebate payment efficiency by 25 percent

Columbus, Indiana

Maintained and enhanced Toyota’s Electronic Parts Catalog. Coordinated National Account online parts ordering system design and implementation. Facilitated customized parts ordering system implementation for key major accounts United Rentals and Hertz Equipment Rental, and integrated 1,500 major account locations.• Increased annual fleet parts sales $750,000• Reduced vendor system maintenance time 15 percent

Columbus, Indiana

Coordinated with internal and external business partners to develop aftermarket support infrastructure for AICHI aerial equipment. Organized process to create and distribute technical publications. Coordinated implementation of five customer satisfaction programs. Integral participant in product improvement.• Eliminated $15,000 in warranty expense in less than a year• Lowered technical publication distribution time 15 percent

Columbus, Indiana

Supervised seven associates responsible for claim processing and warranty parts return. Analyzed warranty reports for claim aging and failure trends. Developed staff using group and individual training. Organized and launched national warranty training program. Promoted to current position within one year as a supervisor.• Reduced processing delays for all claims to five percent• Reduced returned claims four percent and denied claims two percent

Columbus, Indiana

Integral member of inter-departmental procedure and tracking system creation used to expedite approval of high profile warranty claims. Key participant in negotiations to promote customer satisfaction. Maintained budget for customer satisfaction resolution.• Promoted to Warranty Authorization Coordinator based on superior job performance• Reduced warranty expense an average of 10 percent annually

Columbus, Indiana

Fostered and maintained strong business relationships with independent dealers in two separate geographic regions. Coached and trained dealer associates on product quality, customer satisfaction, warranty administration, service and parts marketing, technical training, technical support, and parts and service operations.• Grew corporate parts sales on average 15 percent annually• Expanded Master Technician qualified personnel 10 percent

West Caldwell, New Jersey

Created technical training materials. Conducted classes and provided technical support to New York Region dealer technicians.• Achieved 97 percent Skill Level Guideline accomplishment• Instrumental in Skill Level Guidelines first place ranking attainment• Coached and trained 1996 National Master Technician Skills Contest winner

West Caldwell, New Jersey

Developed and maintained independent automobile dealer business relationships in New Jersey and New York. Counseled and trained dealer associates on product quality, customer satisfaction, issue resolution, warranty administration, service marketing, technical training, technical support, and service operations.

Bachelor Of Science (B.S.), Automotive & Heavy Equipment Management, Highest Distinction

Associate Of Arts And Sciences (A.A.S.), Automotive Service Technology, Highest Distinction

Business

Chemical Engineering