Michael Bernhard Email & Phone Number

United States

Benton Harbor, Michigan Area

• Manager of 115 direct and indirect reports in multiple support groups/functions. Served as a Global Leadership mentor. Directed all facets of warranty administration inclusive of legal compliance (1.6M claims annual)..
• Delivered warranty claims auto coding project, improved claims accuracy by 41%, reduced labor expense by 35%
• Led Service Business Management Software (BMS) project team for an industry wide application
• Led Lean Initiatives to remove waste from inbound calls to the Technical Assistance Line for a 21% improvement, while reducing labor expense by 14%
• Designed and delivered a new service process to repair damaged product (300K annualized), opening a new avenue to repurpose / channel finished goods with a cost savings and warranty liability avoidance

Mississauga, ON, Canada

• Direct accountability of service management team, authorized service network, service administration, call center, factory service, training, service revenue, budgets, service performance, cultural and legal compliance.
• Transitioned the Mississauga Call Center and Parts Distribution operations successfully into the North America business models, reduced costs by $1.5 M.
• Provided leadership, and mentorship to regional managers to improve service performance/results, removed waste, reorganized and repurposed field service group, reduced labor expense by 15%
• Provided rigorous training/mentorship throughout the service organization, results led to 20% productivity improvement, with an average of 150% service performance improvements
• Improved service revenue streams by 9%

Houston TX

• Managed the National Accounts team to support service & sales initiatives and sales growth within service support functions. Utilized Six Sigma tools throughout project work to enhance overall service experience and.
• Improved channel alignment to national builders, RV business, Retail Buying Groups, Sears & OEM brands, domestic & international commercial laundry business. Retail support for Best Buy, Home Depot, Menard's, National.
• Developed, delivered and successfully led Preferred Service Network project, and Pay-4-Performance program.
• Transitioned commercial laundry service business to a stand-alone/self-funding entity.
• Participated in Breakthrough Service Model with IBM, serving as an enterprise solutions manager to deliver on premium services.

Houston, Texas Area

• Managed service relationships with the national builder business and service providers on a North America platform. Worked closely with the Whirlpool field sales and service team to ensure service fulfillment needs..
• Key contributor in the Maytag Company integration of the service and parts business
• Managed property damage team to create new policies and process improvements that enhanced trade partner satisfaction, and product liability cost savings.
• Delivered Extended Limited Warranty program as a low cost, value added substitution with the exit of the Whirlpool Service Contract business.