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Susan Moll

Dominion Dealer Solutions

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Vice President, Customer Services, Dominion Dealer Solutions
Dayton, Ohio
Age: 59
Education: B.S., economics, Kent State University

What attracted you to the auto industry? I graduated college in Ohio, and Reynolds and Reynolds (in Dayton) was ramping up customer service. We trained dealers to use their DMS (dealer management system). I fell in love with the industry and never looked back.

First automotive job: Customer training consultant at Reynolds and Reynolds in 1981

Big break: My first promotion to manager at Reynolds. I was a regional manager of customer education managing a team of customer training consultants that were responsible for the DMS implementations for Reynolds dealerships in the Pittsburgh region.

What is the major challenge youíve faced in your career? Always making sure there is a crisp handoff between sales and service of our products. No [DMS] sale to a dealer is cookie-cutter. Each dealer has a slightly different emphasis on how theyíll use the product.

Who has had the biggest influence on your career? Terri Mulcahey, now executive vice president of marketing at Penske Automotive Group. I knew her at Reynolds. She had a sharp focus on customer service. She was a terrific mentor.

What should be done to encourage women to enter the auto industry? We have to continue to look for talent whether male or female. More mentoring and coaching if you find women arenít cracking the ceiling.

Tell us about your family. Iíve been married 29 years, and we were blessed 26 years ago with triplet sons. One just graduated from law school and is a candidate for the bar. Another is in medical school. And one is a recruiter. We still have one tuition.

Whatís your favorite weekend activity? Hanging out with my husband and kids. I relax by shopping.

What keeps you up at night? When I came here (Dominion) in 2013, I had to build a service organization from the ground up. The technology is changing so rapidly, and we have to [adopt] the processes and training to keep the customer in the center of it all.

When and where was your last vacation? It was a stay-cation last year. I travel 75 to 80 percent of the time. I stayed home and stained the deck.

Whatís your guilty pleasure? T.J. Maxx. I buy mostly for myself.

Best advice youíve ever gotten? Stay out of the mud. You build your reputation and youíre well-respected; donít let someone drag your name into anything.

By David Barkholz

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