Fixed Operations Director
Horne Auto Group
Bob Cawley got a late start in the automotive dealership business, taking his first job when he was 34 years old and has worked continuously in fixed operations for the past 31 years. He has worked as a car salesperson, parts counterperson, service advisor, service manager, parts and service director and, for the last 9 years, as fixed operations director for the Horne Auto Group. He has found working in fixed operations to be stressful and demanding, mentally, emotionally and physically, but also exciting, fulfilling and rewarding; both emotionally and financially.
Founder and Chief Executive Officer
With a passion for profitability, Andy Church has over 20 years of auto industry experience in everything from designing financial statements, to moderating performance groups, to working with dealer groups to developing awesome management teams. Mr. Church is recognized by peers and clients alike as a subject matter expert and has built a business around performance-based results. His motto is "Profit by Action," and his goal is to change the way the industry develops its employees, especially in creating successful dealership management teams and future leaders.
Frank T. Ferrara is a principal at Traction-Labs which is a consultancy that specializes in mobility and business transformation. He retired as the executive vice president of customer satisfaction for Hyundai Motor America after a 30-year career marked by innovation and growth. His consulting in the parts and service field includes work for the leading service lane software provider as well as a number of aftersales companies.
Mr. Ferrara has extensive experience in all aspects of the automotive industry from start-up sales and distribution operations to dealer level business. He had profit and loss responsibility for a $1 billion division. He was twice named as an automotive All-Star by Automotive News, most recently in 2016, for his work in developing innovative solutions which resulted in a significant marketing advantage. As interim marketing vice-president he led the team that created the "Hyundai Advantage" 10 year / 100,000 mile warranty which has been widely credited with changing the trajectory of the company. His division also spearheaded the development of telematics for the brand and launched with more features than any competitor.
Earlier in his career Mr. Ferrara worked in the industrial equipment and light agricultural markets. He started his automotive career with Toyota where he held corporate as well as regional positions over a 10-year span. He developed industry leading big data projects which resulted in high levels of customer satisfaction and retention and he launched the first internet-based retail parts sales system for dealers.
Mr. Ferrara is a magna cum laude graduate of Long Island University.
Trevor Gile is an innovator. Under his leadership, Motorcars Honda became the first carbon neutral dealership in the world. Home of the largest single structure solar canopy in Ohio, with LED lighting and heat pumps throughout facility, Motorcars Honda recently won Cox Media's Sustainability of the Year award.
Mr. Gile was recently featured on the cover of Automotive News Fixed Ops Journal showcasing Motorcars' express assembly line, which can service 30 cars per hour. In conjunction with XTime, Motorcars created transparent, tablet-based software to run this system, which they now market to other dealerships. Mr. Gile spoke about this at the Dealer of the Future conference in Portugal.
Motorcars' business units now consist of Motorcars Honda, Motorcars Toyota, Motorcars Collision Center, the Rainforest Car Wash chain, the Edge of the Box PR agency, a software programming group, and Daylight Donuts and Coffee – all located in NE Ohio.
President and CEO
M5 Management Services Inc.
Lee Harkins began his career in the automotive industry as a parts truck driver and worked his way up through the ranks to parts manager, service manager, and service director to become one of the most desired management consultants in the industry. He brings 24 years of performance coaching and consulting experience, along with 10 years of retail management experience to the company. His client list reads like the "who's who" of the auto industry from manufacturers to individual dealerships. His innovative approach to the enhanced performance of his clients has earned him a well-respected reputation. Mr. Harkins is an innovative performance enhancement coach, implementation coach and speaker. He has been a featured speaker at the NADA national convention for the past 8 years.
Director of Fixed Operations
Bill Housholder is the director of fixed operations for Ganley Management. He began his career at Ford Motor Compay as a zone manager with the Cleveland District Office. In 1992 he was recruited by a local dealership, John Lance Ford as service director. In 1997 John Lance sold to AutoNation. Mr. Housholder was promoted to work for AutoNation Corporate as district fixed operations manager. He was responsible for parts, service, and body shops for 26 AutoNation dealers in 7 states. In 2001 AutoNation asked Mr. Housholder to become the general manager for one of Autonation's Ford dealerships in Dayton, Ohio and then in North Canton, Ohio.
Mr. Housholder left AutoNation to pursue his dream of owning a dealership and became a partner in a Chrysler, Dodge, Jeep, and Hyundai dealership. After a period of time he sold his interest in the dealership and became parts & service director for a Penske owned dealership. In 2008 he joined Ganley Management in a newly created position as director of fixed operations responsible for the performance of all 30 Ganley service & parts departments as well as 7 collision centers.
Over the years Mr. Housholder has served on numerous advisory councils for technical colleges to help recruit, train, and develop young men and women to enter the automotive field.
He graduated from Ohio University in 1981 with a BA in marketing.
Director of After Sales
Pfaff Automotive Partners
Rob Morrison came to the automotive industry by happenstance over 20 years ago, when he answered a help ad for a local dealership. Two years later, he was an apprentice, and four years later, a licensed tech. He quickly moved up the ranks to master technician. During that time, he taught the night course on automotive apprenticeships at Centennial College and also wrote technical articles for a few magazines. In 2010, he moved into service management.
Mr. Morrison joined Pfaff in 2013, and in 2015 was promoted to fixed operations manager at Pfaff Volkswagen. Two years later he became regional service manager for the Pfaff group and is now the director of aftersales.
Fixed Operations Manager and Vice President
Vera Sandiford is the fixed operations manager and vice president of DeLuca Toyota. She works closely with the owner/president, Frank J. DeLuca. She began her career 39 years ago in fixed operations at DeLuca Toyota starting at the parts counter and then advancing to becoming the parts manager, working in both the service drive as well as in the collision center.
Throughout her professional career, Ms. Sandiford has received several Management Excellence Awards for outstanding performance and achieving overall excellence in Service, Parts and Customer Relations and the Southeast Toyota Top Performer award. She has also serves
Along with her many duties held at DeLuca Toyota, Vera has participated in and continues to serve on several committees within her local and Toyota community.
Ms. Sandiford graduated from both Miami-Dade Junior College and ATcon. She attended the College of Central Florida and is a Master Certified Parts and Service Manager as well as a Southeast Toyota Parts and Service College graduate.
Fixed Operations Manager
Ruth Tomczyk is currently a fixed operations manager for Esserman International Acura and Volkswagen, with multiple Precision Team and Wolfsburg Crest dealership awards in her 9 year tenure. Ms. Tomczyk credits her 14 year career at Fred Beans Automotive Group in Pennsylvania and her years at ATcon for their structured approach to excellence in both profitability and client satisfaction. Clients such as Mercedes Benz, Volkswagen and independently owned dealerships allowed her to travel and teach managers in service and parts strategies for growth.
Ms. Tomczyk is a graduate of the NADA Academy.
Fixed Operations Director
Dave Wright is the fixed operations director at Shaheen Chevrolet. He grew up in the automotive business as his dad owned a Pontiac/GMC/AMC/Jeep dealership for 20 years.
Mr. Wright has been involved in fixed management since 1981. He worked for AutoNation for almost 10 years in Florida (Orlando Market) and has been a part of Shaheen Automotive for 23 years. He served on the Chevrolet Service Manager advisory board from 1994 – 1996 and currently serves on the GM Dealer Fixed Operations Board, including the Service Retention and Retail Marketing Committee for the past 2 years. He was recently elected to the GM DFOAB executive board as a co-chair.
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Executive Vice President of Mobility and Retail Automotive
Russell Lemmer, executive vice president of mobility and retail Automotive at Dealerware is a storied business builder known for developing mobility concepts into high-value businesses.
In his role, Mr. Lemmer leads the growth and expansion for Dealerware, the first fully-digital, fully-connected loaner management platform. A self-proclaimed problem-solver, Mr. Lemmer is working with auto dealers, dealer groups and OEMs to utilize technology to transform their business model. Under his leadership, Dealerware's growth is rapidly accelerating and now has thousands of vehicles under management at hundreds of dealerships across the nation.
Prior to leading the Dealerware business, Mr. Lemmer co-founded Silvercar in 2011, and was the driving force behind the framework to elevate Silvercar as an industry disrupter. He held roles at the company including vice president of business development, vice president of marketing and vice president of strategy and growth.
Prior to Silvercar, Mr. Lemmer served as an associate and venture capital investor in Austin Ventures and consultant at Bain & Company where he mastered the art of identifying viable, disruptive business ideas and strategic problem solving.
Russ Lemmer is a graduate of the University of Texas at Austin, where he received a B.B.A. in Business Honors and Finance.
Vice President, Retail Network Solutions Sales, Americas, and Global Account Executive
Shawn Coyle joined MSXI in December, 2013 and is the vice president of Retail Network Solutions (RNS) Sales, Americas and global account executive. His responsibilities include leading the company's sales strategy and growth in the Americas region and driving a global account strategy for MSXI's largest customers.
Mr. Coyle has more than 20 years' sales and marketing experience in the automotive industry. Before joining MSXI, he served as the senior vice president of manufacturer relations at Penske Automotive Group (PAG) for over five years. In this role, he was responsible for developing and executing company initiatives, while working with OEM and PAG resources to ensure market representation, standards, and dealership performance were maintained. Prior to this, Mr. Coyle worked for Ford Motor Company, where he worked with the company's dealer network before moving into field strategy.
Mr. Coyle earned his bachelor's degree in marketing from Michigan State University, East Lansing, MI. He is also a graduate of the National Automobile Dealers Association (NADA) Dealer Academy's Dealer Management Program and the Dale Carnegie leadership and communication training program. Mr. Coyle was recognized in 2015 by Automotive News as an Automotive Rising Star.
Global Vice President - Retail Network Solutions Sales & Marketing
David Graff is the global vice president of sales and marketing for MSX International's Retail Network Solutions division. Mr. Graff oversees an international sales and marketing team focused on deploying outsourced solutions across dealer networks on behalf of global automobile manufacturers.
Before joining MSX International, Mr. Graff served as the automotive managing director at Microsoft Corp., where he was responsible for developing and executing the company's sales strategy and solutions portfolio for the automotive industry.
Early in his career, Mr. Graff rose to the rank of senior manager at Ernst and Young LLP, where he was responsible for selling and delivery efforts of consulting engagements to Global Fortune 500 Companies.
David Graff earned his bachelor of science degree in Industrial Engineering from Arizona State University, Tempe, Az.
Colonel (USA-Ret.) Bernard J. Hyland
Director, Industry Management Services
CALIBRE Systems, Inc.
Colonel Bernard J. Hyland, US Army (Retired), leads the delivery of CALIBRE Systems, Inc. (CALIBRE) technical training, recruiting, and consulting services within the commercial private industry sector, and most notably within the luxury and performance automotive market.
With more than 35 years of professional military and private sector leadership experience, Mr. Hyland brings to the industry a reputation for solving the most daunting of strategic and operational challenges with a high degree of accuracy and success. His unique combination of defense and automotive industry experience has enabled him to help original equipment manufacturers and dealerships successfully address what is undoubtedly one of the most costly and perplexing issues within the fast-paced fixed operations business environment – service technician recruitment, training, and retention. Under his leadership, CALIBRE has developed and facilitated award winning technician recruiting and training programs for three of the top five luxury and performance brands in the United States and Canada.
Mr. Hyland has held a wide range of senior leadership positions of significant responsibility in both the defense and private sectors. He is a recipient of the Defense Superior Service Medal, a two-time recipient of the Legion of Merit, and he joined CALIBRE in January 2010 after 30 years of military service. Mr. Hyland's military career culminated as the director, training and education technology, Office of the Assistant Secretary of Defense. He received a bachelor of science degree in business from Mount Saint Mary's University, and he is a graduate of the U.S. Army Command and General Staff College; and the Air War College.
Robert L. Redding, Jr.
Washington, D.C. Representative
Automotive Service Association
Bob Redding is the Washington, D.C. representative of the Automotive Service Association and the president of The Redding Firm, a legislative consulting and advocacy firm located on Capitol Hill. Mr. Redding opened his firm in 1993 after working twelve years on Capitol Hill -- six years as a chief of staff in the U.S. House of Representatives and six years as an executive assistant and chief of staff in the U.S. Senate. He worked with Members of Congress serving on the Senate Appropriations, Energy and Natural Resources, and Budget Committees and the House Small Business Committee. Mr. Redding has served as national and state finance chair for a number of Members of the U.S. House and Senate.
Mr. Redding has spent over twenty years as the leading legislative and regulatory advocate of the independent automotive repair industry in Washington, D.C. He has spoken on behalf of the industry to the U.S. Congress and Executive branches and has spent a tremendous amount of time educating members of the Association and the industry at large about issues affecting the daily lives of automotive repairers. His knowledge in this field has resulted in his being recognized on numerous occasions by the automotive aftermarket. His expertise has led to presidential appointments to Federal Advisory Committees at the U.S. Environmental Protection Agency, the U.S. Department of Justice, U.S. Department of Labor and the U.S. Department of Transportation.
Mr. Redding is a graduate of Mercer University in Macon, Georgia and the National Law Center at George Washington University in Washington, D.C.
Automotive Service Association
Dan Risley is the current president of the Automotive Service Association (ASA). He began working in a collision repair facility at an early age working for a family owned and operated body shop in Chicago. He learned how to repair cars and eventually manage day-to-day operations. Upon leaving the family business, he furthered his career in the industry by working as an automotive refinish sales and service representative for BASF and later as a project manager for CCC Information Services. He spent 8 years as the president of the Society of Collision Repair Specialists. Most recently, Mr. Risley was a market claims manager for Allstate Insurance Company and was responsible for the oversight of over one billion dollars in business through the Good Hands Repair Network and Allstate's Technical Review Team (ATRT).
Mr. Risley's additional responsibilities include: Collision Industry Conference (CIC) Database Task Force co-chair, Automotive Management Institute (AMI) board member, Certified Aftermarket Parts Association (CAPA) technical committee, Telematics Task Force member and the NSF Repair Standard advisory board.
Over his career, Mr. Risley has participated on several other committees and boards including the Database Enhancement Gateway (DEG), State Farm Advisory Council, Taiwan Aftermarket Parts Task Force and National Auto Body Council (NABC).
Manager, Technical Support
Porsche Cars North America
Doug House is the manager, technical support for Porsche Cars North America. He has spent over 30 years with Porsche beginning in 1983 with Scholfield Porsche and then Sunset Porsche a year later. In 1998, he joined Porsche Cars North America and their technical hotline. By 2000, he was a product support specialist and in 2004 he was appointed Porsche's North America South FTM. He was named to his current role in 2016.
Mr. House graduated from the Wyoming Technical Institute in 1983.
Culture and Innovation Manager
Porsche Cars North America
Heather Turney believes that the innovation magic sauce isn't about finding that rare idea or developing creative geniuses, but is the simple combination of someone inspired to solve a problem, an intentionally-designed environment and access to the right tools. She is the founding member of the Innovation team at Porsche Cars North America, supporting the Porsche Cars North America, Porsche Financial Services and Porsche Logistics Services companies. She leads efforts to transform how work gets done by overcoming organizational barriers to innovation and ensuring human-centered innovation through applied design thinking projects focused on the intersection of technology and human behavior. Project examples such as Tech Live Look are lighthouse projects to achieve innovation potential through the company's design thinking methodology.