I am a semi-retired senior automotive service professional with wide-ranging experience; leading Service Engineering for a significant European Business Group (reporting to Divisional Vice President and global Skill Team Director) with functional responsibility for Upstream Service Engineering, (includes Service Repair design and development, Cost of Ownership, insurance damageability), Current and Past product concern resolution (fix development and deployment), off-board diagnostic tools and related dealer reception/workshop processes including Symptom Based Diagnostics. Responsible for European technical service communications and regulatory Field Service Action / Recall decisions and management, including working with trade bodies and Government offices. Extensive warranty-related experience includes core finance and accounting protocols; repair spend control/management, administration and IT in the UK and Europe. I was responsible for growing extended warranty product sales and profits while simultaneously reducing costs during a four-year assignment in Germany as a Business Unit Leader. I have led significant warranty cost reduction initiatives involving Quality Office, Engineering, Product Development, Manufacturing, Finance and National sales company teams – including successful use of Customer focussed 6-Sigma methodologies and Analytics while coordinating the effort and interfaces with dealers and Customer Assistance centres. I led European efforts on a large international project with Service Engineering leaders In North and South American, Asian and RoW regions to drive for Service Engineering efficiency improvement. Customer satisfaction and engagement is at the centre of my design thinking and practice -- I initiated a European project to drive customer understanding of vehicle features and controls to enhance their ownership experience.Experience and specialities: Warranty process management, Warranty Cost management, Supplier Recovery, Dealer Counselling and Auditing, Customer Service planning and outsourcing, including resource off-shoring, Warranty product branding, Adjacency acquisition, Six-sigma process deployment, Service-related EU and Consumer law, Sarbanes-Oxley, technical process planning and communication, Things Gone Wrong reduction.