Mike Barthelette Email & Phone Number

United States

Lead service operations for 85+ locations across the U.S. with responsibility for technician training programs, monitor and add service offerings both in-shop and mobile service to offer heightened customer experience. Partner with HR to assist with technician recruiting programs, technician bonus plan buildout and implement tool program for new hires. Partner with various regional leaders to support shop P&L performance, CapEx management for shop tooling and equipment needs, partner with EHS leaders to support employee and customer safety. Collaborate with other business units to drive customer preference and improve company profitability. Help develop service KPI’s and reporting to allow more profitable operations.

Stamford, Connecticut, United States

Responsible for service shop operations at 26 locations across a 9 state geographical area supporting multiple OEM class 4-8 commercial vehicles. Responsibilities include financial performance, Capital expenditures budgeting to include shop vehicles and equipment purchasing. Grew mobile & on-site service vehicle fleet by more than 9 vehicles in first year. Instituted KPI implementation and tracking, common service policy and procedure development and implementation, provided extensive service employee development, succession planning strategy, employee right environment process to aid In retention and designed training plans for exempt and non-exempt service employees. Performed annual reviews for 21 direct reports along with coaching, training and mentoring. Assisted HR team with service employee recruiting and employee retention. Hired over 40 technician roles in first year through creative recruiting strategies. Developed exempt and non-exempt bonus/incentive plans to drive positive revenue growth. Participated in and lead 16+ new service location acquisitions and implemented common practices and procedures to include roll out of new business systems. Responsible for warranty and policy decisions while reducing overall warranty write downs by more than 5% in first year. Increased retail customer labor dollar spend by more than 8% and added additional service offerings to drive heightened revenue growth. Interacted with OEM factory personnel regularly at all levels along with regular customer interactions to resolve issue and proactively reduce potential issues. Presented to company Board of Directors quarterly with service operations update.Lead service NPS process for dealer group supporting multiple OEM’s and improved customer service scores by double digits first year. Extensive cross functional collaboration to exceed customer expectations.

Cummins

Responsible for Parts and Service operations at 10 branch locations across multiple states totaling approximately 200 employees. Worked with each location General Manager, Power Generation Service Manager, Parts Manager and HSE lead to ensure a safe working environment and safe work practices are followed, promote and ensure each branch location adheres to "Cummins core values", ensure each location meets and exceeds customer service expectations through Cummins NPS scores and feedback, prepare annual AOP numbers, Capital expenditure budgets, vehicle needs, headcount needs, work directly with HR to prepare employee performance evaluations and succession planning, implement employee development plans to enable employees to achieve their professional goals, ensure Parts and Service KPI's are achieved and each branch meets or exceeds AOP. Member of the Marine Performance Cell representing Central Region marine sales, Parts and Service functions.

Oversee day-to-day operations of the Branch with an emphasis on positive financial performance as well as Parts and Service growth. Responsible for maintaining a safe work environment and ensuring that our customer's expectations are exceeded through NPS scores. Host weekly department meetings with Managers and employees to ensure everyone is working towards a common goal. Perform employee and Manager performance reviews on approximately 80 employees. Prepare and work with the Accounting team on annual budgets and expenses, oversee and provide recommendations on expenses for the entire Branch.

Was responsible for the profitable operation of the Dealership with an emphasis on Parts, New & Used Truck Sales, Service, Warranty and Finance. Worked with fleets and owner operators to grow the Dealership's market share. Mentored 89 employees at multiple locations to meet and exceed the customer's expectations on a daily basis, interacted with the factory and other suppliers, worked with multiple banks on Dealership financial needs and truck floor plan. Prepared annual budgets and goal trees for each Department.

Was responsible for all Service Department operations to include warranty, department P&L, safety, KPI's, vehicle and staffing needs, schedule training for employees, prepare department budgets and capital needs, ensure DOT compliance, interact with vendors, manufactures, and customers to ensure the highest level of customer service possible. Managed 43 employees in this role.

Performed repairs of all types of Class 5,6,7 and 8 vehicles. Performed extensive engine repairs on the following engines: Caterpillar certified on 3116, 3126, 3306, 3406 C, B, E and C-15, C16. Cummins Certified on B, C, ISB, ISC, L10, M11, N14, K19, ISX CM870. Detroit Diesel 53, 71, 92 Series, S50, S60, DDEC 1, 2, 3. extensive experience rebuilding suspensions, transmissions, rear ends and drivelines, air systems,HVAC systems, performed in-depth electrical repairs on all engines and chassis, ABS systems, performed Federal DOT and state inspections

Performed major and minor repairs on a variety of equipment such as directional drills, forestry equipment, track and wheeled trenchers both in-shop and field service. Assisted with equipment deliveries as needed.

Aviation Maintenance Management

Diesel Technology