Before coming to NCM in 1997, Bob acquired over 20 years of retail and wholesale automotive experience, primarily in parts and service management. During this time he focused on understanding the numbers to improve departmental and overall profitability. Bob took his first retail automotive position with a multi-line import dealership in Salt Lake City, where he progressed quickly to parts manager. He was then promoted to fixed operations director for a start-up dealership in northern Utah. As special projects manager (fixed operations and CSI) for a Midwest dealer group with 12 franchises, Bob facilitated process improvement meetings with managers and front-line staff. This resulted in improved customer retention and CSI gains as well as increased profits in parts and service.
Bob’s training background includes program development and training responsibilities as the sales and marketing manager for a Los Angeles-based automotive instructional design and training firm. He served as project manager on several major training initiatives, including an in-depth financial statement and dealership operations training program geared for corporate and field staff of an import auto manufacturer. Bob also co-authored a comprehensive service operations-management review program that included analysis tools, key performance indicators and a reference/resource guide, which resulted in increased shop efficiency and improved profitability for the service and parts departments.