Join MHEDA for this one-day event to help you learn best practices for your Parts and Service team.
In a successful material handling dealership, it is critical to maintain clearly defined revenue and gross profit contributions from your aftermarket departments, in particular, the Parts and Service Departments. Not only does high performing aftermarket departments assist a dealership in account retention by providing high levels of customer satisfaction and uptime, but it is also critical to achieve KPI’s and metrics that will guarantee your dealerships financial performance which allows growth, deeper training and more.
- Understanding customers changing expectations;
- What new technology will mean for your business;
- We will answer the question “Can you have too many/few metrics?”
- The importance of processes to reach your KPIs;
- Setting up a fleet program with your customer to control as much of their Service business as possible;
- Parts profitability, inventory management and parts market share;
- Peer-to-Peer Roundtable Discussions;
- BONUS Optional Event: Networking Dinner at Gibsons Steakhouse. Enhance your conference experience with a first-class dinner at the famous Gibsons Steakhouse. Enjoy mouthwatering steaks, huge portions and memorable desserts all in a classy environment, designed for your peer-to-peer networking. You do not want to miss this event! Note, registration is $160 per person.
- And more!
Schedule at a Glance
- 7:30 am - 8:30 amBreakfast and Registration
- 8:30 am - 8:45 amWelcome and Overview
- 8:45 am - 12:00 pmPresentations and Roundtable Discussions
- 12:00 pm - 1:00 pmLunch
- 1:00 pm - 4:15 pmPresentations and Roundtable Discussions
- 4:15 pm - 4:30 pmClosing Remarks and Program Ends
- 5:00 pm - 7:00 pmGroup Dinner at Gibson’s Steakhouse (optional)
Thursday September 22
Included in the registration fee is admittance to the conference, all handout materials, full hot breakfast, networking luncheon, coffee, soda and snack breaks. Plus: networking with other material handling professionals who face similar material handling career challenges as you and the priceless opportunity to bring your material handling career to the next level! Does not include travel or hotel accommodations.
Cancellation Policy: The full amount will be refunded if you cancel no later than August 31, 2022. Cancellations received after that date but before the start of the conference will be charged a $300 administration fee per person. No refunds given for “no shows.”
Who Should Attend
> Parts Managers
> Service Managers
> Branch Managers
> Operations Manager
> Anyone interested in more effective Parts & Service Management
- 7:30 am - 8:30 am
- 8:30 am - 8:45 am
Welcome and Overview
Presented by Conference facilitator Jim MacGregor, Vice President of Operations, Toyota Material Handling Systems
- 8:45 am - 9:45 am
The Importance of Processes to Reach Your KPIs
Presented by Travis C. McBride, Director of Operations, Alliance Material Handling, Inc.
In the material handling business, we gauge our progress and our performance on the KPIs that we are tracking. Having the right process can mean the difference between blindly hitting those KPIs or consistently hitting them. So many departments are doing things because that is how they have always done it without knowing why. You need to look at “why” so you can establish the “how.” Having the right process makes it easier to bring new team members up to speed and contributes to your success.
Take the time to understand the importance of developing, establishing, and implementing processes into your service department.
- Establishing a process is about the why – take the time to learn the why first;
- The importance of the team when developing your processes;
- Tips for establishing and reviewing processes;
- Don’t be afraid to tweak the process as needed.
- 9:45 am - 10:00 am
- 10:00 am - 11:00 am
Customer Fleet Program
Presented by Brent Mauer, Branch Manager, Fairchild Equipment
Part one of the presentation will focus on setting up a fleet program with your customer to control as much of their Service business as possible. This is only possible if you have a fleet portal to store the information. Part two of the presentation will focus on CPH (cost per running hour), utilization, and spend, per piece of equipment or the entire fleet.
- Discuss why it is important to always give your sales team the ability to have something to review with the customer every time;
- Developing a culture of transparency with customers to create trust;
- Building customers for life.
- 11:00 am - 11:15 am
- 11:15 am - 12:00 pm
Roundtables provide the opportunity to discuss what you have learned and share your knowledge, opinions and experience with industry peers. Networking makes your conference experience interactive and engaging.
- 12:00 pm - 1:00 pm
- 1:00 pm - 2:00 pm
The Unsung Heroes of Your Dealership
Presented by Melissa DePinto, Corporate Parts Manager, Welch Equipment
This session is designed to address Dealer best practices for Parts Leaders to help create a culture of customer service. The number one complaint in many customer surveys is parts availability. Parts availability has a direct correlation to a customers’ up-time and satisfaction. It is critical to establish inventory stocking and management rules based on your business, market, competition, and customers. It is imperative that we utilize all available resources to meet customer demands. Fill-rate can vary based on product, market and supply chain.
Leaders develop Leaders, knowing the value of teamwork and leadership can help with various challenges, from learning and development to culture within the Dealership. Collaboration, teamwork, creativity, and expertise are some of the main components that drive a successful solution. Teams encourage one another to go above and beyond by encouraging and challenging one another.
- Target 90% or higher as the fill rate goal;
- Establish Key Performance Indicators (KPI’s) to reach business objectives and goals;
- Learn best practices to help differentiate the customer experience.
- 2:00 pm - 2:15 pm
- 2:15 pm - 3:15 pm
Inventory Management–It’s in Everyone’s Interest
Presented by Jeannette Walker, Sales, Vice President, TVH Parts Co.
Inventory management, turns, absorption, freight security, dead inventory, are all keys for success in your Parts Department. During the presentation the focus will be on how to make your parts department more profitable and efficient.
- Discuss best practices from balanced scorecards, key performance indicators to service standards;
- Learn what works in inventory management for both small and large companies;
- Review how to help your team focus on the key success factors.
- 3:15 pm - 3:30 pm
- 3:30 pm - 4:15 pm
Another opportunity to network and discuss the sessions with fellow attendees.
- 4:15 pm - 4:30 pm
Closing Remarks/Program Ends
- 5:00 pm - 7:00 pm
Group Dinner at Gibson’s Steakhouse (optional)
Includes full steak dinner, sides, dessert, beer, wine, tax and gratuity.
Thursday September 22
Melissa DePinto is the Corporate Parts Manager for Welch Equipment. DePinto has been part of the Material Handling industry for 33 years. She was hired as a service coordinator, overseeing one branch and eight technicians. She advanced her career and was promoted to Corporate Parts Manager. They expanded the business to four other locations, and now have over 90 technicians. Her passion has always been to help others, and that is why most of her career has been spent in Parts.
Conference Facilitator Jim MacGregor is Vice President of Operations at Toyota Material Handling Systems. He began his material handling journey in 1984 as an Aftermarket Salesperson. Since then, he has spent several years as a Capital Equipment Salesperson before making a transition to Aftermarket Management to include focus on CSS Creation and Development, and overview in the areas of Parts, Service, Rental, Safety and the creation of a Dock & Door Division. He currently serves as a Director on the Board at MHEDA.
Brent Maurer is a Branch Manager at Fairchild Equipment in Menomonee Falls, WI. For 25 years, he worked as a shop and road technician specializing in Hyster equipment. The past 4 years, he’s been in a managerial role, managing service, parts, rental, and aftermarket sales. For the last 8 months, he’s added the role of service manager. Fairchild Equipment has recently begun development of a fleet management program that Brent and his team have been very involved in. They have test piloted the program and continues to be a work in progress. There is a definite market for this type of service. Brent enjoys working with his customers and coming up with solid solutions. Brent enjoys working with his team at Fairchild.
Travis McBride is the Director of Operations at Alliance Material Handling. For over 25 years he has been a noteworthy leader in the material handling space, focusing on parts and service. He lends his knowledge from his many years spent in Rental, Parts, Service, and as a General Manager to his current role, making it a successful piece of the foundation of Alliance. Travis has a passion for creating top level teams, improving processes, and outlining achievable, but challenging goals. This coupled with his desire to find better tools, advanced technologies, and diverse resources helps drive excellence in his department and for the whole company.
Jeannette Walker, Vice President of Sales at TVH Parts Co. She began her career at TVH in 2001. Since that time she has held positions in Customer Service, International Sales, Finance and launched the Marketing Department for TVH in 2007. Throughout her career at TVH, Jeannette has developed a very thorough understanding of the business, the material handling industry and developed programs to exceed our customer’s expectations. She believes that the success of the company starts with customers getting the right part, at the right place at the right time.
Embassy Suites O’Hare
For reservations, call (800) 315-1061 and mention MHEDA to receive the discounted rate of $185. Or make your reservations online today! Discount rate available until September 3 or until the room block is sold out.
The Embassy Suites O’Hare Hotel is located less than two miles from O’Hare International Airport and has a 24-hour airport shuttle. Conveniently located only a few blocks from Fashion Outlets of Chicago and rail links to downtown. Enjoy convenient location, complimentary evening reception, and access to the pool and fitness center.