Michael Shand Email & Phone Number

Charlotte Metro

Charlotte Metro

Dearborn, Michigan, United States

Remote

Eindhoven, North Brabant, Netherlands

Extensive coaching on root cause analysis and turning challenges into rapidly implementable solutions Implemented lean methodology to remove waste in service process Coached the ‘stop-and-fix’ mentality and encouraged proactive analysis and process improvement with team Grew multiple teams to offset rapid service demand increases Developed career path for all employees and set workable targets/goals to promote career development Increased service throughput and significantly… Show more Extensive coaching on root cause analysis and turning challenges into rapidly implementable solutions Implemented lean methodology to remove waste in service process Coached the ‘stop-and-fix’ mentality and encouraged proactive analysis and process improvement with team Grew multiple teams to offset rapid service demand increases Developed career path for all employees and set workable targets/goals to promote career development Increased service throughput and significantly reduced service backlogs for both locations Raised customer satisfaction and ‘fixed right first time’ to meet KPI’s Supported various service projects to continuously improve all aspects of Tesla European service Experienced with multiple external platforms including SalesForce, Workday, Kronos, Coupa Tableau, and Avature Show less

Tilburg Area, Netherlands

Strong focus on employee development/support and process creation/implementation Implemented first country-wide centralization of Tesla mobile service. Built and managed the largest and fastest growing service center in Western Europe Rapid reporting line increases; triple digit growth month over month. Service throughput increased Responsible for fast repair growth to prepare for Model 3 arrival and positively offset service center repair demand. Designed and… Show more Strong focus on employee development/support and process creation/implementation Implemented first country-wide centralization of Tesla mobile service. Built and managed the largest and fastest growing service center in Western Europe Rapid reporting line increases; triple digit growth month over month. Service throughput increased Responsible for fast repair growth to prepare for Model 3 arrival and positively offset service center repair demand. Designed and implemented a rectification/delivery center supported exclusively by the Dutch mobile service team inside the Amsterdam port to deliver 20,000+ Model 3’s in under four months. Worked with multiple internal and external stakeholders to ensure growth support, rapid team and process development, safe business practices, overall mobile service success. Supporting in multiple cross-functions including global parts supply chain, marketing and recruitment Show less

Amsterdam Area, Netherlands

Managed the day to day operations at the largest service center in the European Union.Responsible for 15+ direct reports and a total of 60 employees at our European HQ service center.Wrote and implemented a lean business service model to account for triple digit service growth year over year.Hired 30+ service team members to align team requirements with outstanding service demandCollaborated with multiple internal stakeholders to co-lead a redesign of the service center for… Show more Managed the day to day operations at the largest service center in the European Union.Responsible for 15+ direct reports and a total of 60 employees at our European HQ service center.Wrote and implemented a lean business service model to account for triple digit service growth year over year.Hired 30+ service team members to align team requirements with outstanding service demandCollaborated with multiple internal stakeholders to co-lead a redesign of the service center for increased efficiency and throughput to prepare for high volume European Model 3 roll out.Focused on team retention and growth, process roll out and support, quality assurance, fleet service implementation, and stakeholder managementImplemented 5S Safety Standard and coordinated with EH&S teams to ensure full safety compliance Show less

Amsterdam Area, Netherlands

- At Tesla's European headquarters and the largest service center in the EU; interacted with thousands of customers who required maintenance/repairs- Responsible as primary contact for one-on-one "white glove" relationships for customers with repair-prone vehicles- Had one of the highest service advisor customer satisfaction scores in Europe- Created and implemented a Parts Ordering System that morphed into a Lean Process for the service center- Entrusted with full… Show more - At Tesla's European headquarters and the largest service center in the EU; interacted with thousands of customers who required maintenance/repairs- Responsible as primary contact for one-on-one "white glove" relationships for customers with repair-prone vehicles- Had one of the highest service advisor customer satisfaction scores in Europe- Created and implemented a Parts Ordering System that morphed into a Lean Process for the service center- Entrusted with full responsibility for the planning, managing and the execution of a high voltage battery swap/repair project involving multiple stakeholders- Charged with responsibility by management to construct and implement a plan to achieve the goal of being one of the lowest active customer concern service center’s in BENELUX, by December 31, 2015.- Picked by management to be a key player on "European Taskforce Team” that traveled to other service centers to assist with lean implementation issues and the process/repair of backlogged vehicles with high cycle time counts.- Finalist in 2017 Tesla Olympics. Voted the number one service advisor in Europe and traveled to Fremont, California for world finals. Show less

Denville, New Jersey

Greater New York City Area

Employed by international quality inspection company to audit lease vehicle returns for inspection quality and thoroughness.

Mahwah, Nj

Intern at this international high-fashion internet retailer in Supply Chain Management department.

Pompton Lakes, Nj

Employed by small business, independent repair center managing the day to day operations and supporting in annual repair/sales growth.

Parsippany, Nj

On two week rotations through the various departments of the dealership including the service, parts, and sales departments to gain experience in the automotive industry.

Bachelor'S, Automotive Technology/Business Management

Activities and Societies: President of Penn College Motorsports Association

International Business/Supply Chain Management

International Business Management and Supply Chain studies during semester studying abroad in Dornbirn Austria.