Parts & Service Management Conference

Detailed Agenda Speakers Hotel Conference Location 

Conference Overview

You’re Invited! Join MHEDA and your industry peers for a one-day best practices conference designed to enhance your Parts and Service Management skills and department profitability. Together we will explore how to build a thriving culture, methods to monitor key performance indicators, strategies to reduce the impact of parts backorders, sales growth through e-commerce and more! The conference presenters are fellow MHEDA Members who will share their experiences, insights and lessons learned.

Registration Fees

$495 pp – Early Bird Member by August 23
$695 pp – Member after August 23
$1095 pp – Non-Member
$165 pp – (Optional) Gibsons Networking Dinner

Included in the registration fee is admittance to the conference, all handout materials, 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.

Conference Location

Atlas Toyota Material Handling
1815 Landmeier Rd
Elk Grove Village, IL 60007

Driving Directions


Hotel Accommodations

Loews Chicago O’Hare Hotel
5300 N. River Road
Rosemont, IL 60018

MHEDA has reserved a block of rooms at the discounted rate of $209. Click on the link below to make your reservations online. The discounted rate is available until August 21st.

Hotel Reservations


About Loews Chicago O’Hare Hotel

Located just two miles from Chicago’s O’Hare Airport, this award-winning hotel offers a stylish new design that reflects trellised gardens and lawns found in Chicago. Warm wood, garden greens and touches of cool concrete honor the city’s parks and architecture and, most importantly, provide a soothing, residential-style oasis for your stay. Enjoy an onsite art gallery features a revolving lineup of works by local Chicago artists; 24-hour fitness center and convenient location just minutes away from the Fashion Outlets of Chicago, home to more than 100 luxury outlet stores.

Detailed Agenda

    Thursday, September 12

  • 8:00 am - 8:30 am

    Bus Transportation to Conference
    MHEDA will provide transportation from Loews Chicago O’Hare Hotel (Rosemont, IL) to Atlas Toyota Material Handling. If you would like to take the bus with us, please indicate on the registration form. You may also opt to drive yourself and meet us there!

  • 8:30 am - 9:00 am

    Registration & Continental Breakfast
    Stop by the registration desk for your name badge, then enjoy some hot coffee and delicious continental breakfast.

  • 9:00 am - 9:15 am

    Welcome & Introductions
    Facilitated by Conference Moderator Jim MacGregor, Vice President of Operations, Toyota Material Handling Systems. You will have the opportunity to introduce yourself to fellow conference attendees, a great way to start the day!

  • 9:15 am - 9:45 am

    Building a Thriving Team Culture for Peak Performance
    Presented by Al Curnow, Vice President, CultureWise
    This session delves into the core strategies and practices that cultivate a positive and productive work atmosphere. Explore how leaders can inspire and engage their teams, fostering a sense of belonging, purpose, and motivation. By emphasizing collaboration, recognition, and personal growth, we will uncover how to unlock the full potential of every team member.
    Key Takeaways:
    • Gain an understanding of the impact culture has on our teams and company.
    • Uncover a blueprint for how to shape a positive culture that brings out the best in team members.
    • Learn how to drive collective success and innovation with a positive work environment.

  • 9:45 am - 10:30 am

    Monitoring the Pulse of the Service Department
    Presented by Travis McBride, Director of Operations, Alliance Material Handling
    Monitoring various key performance indicators (KPIs) is crucial for operational success. This session will review important metrics such as labor utilization and productivity, ensuring optimal staffing levels and minimizing idle time. We will also review revenue and technology metrics to enhance service delivery and profitability. Overall, these KPIs not only drive operational improvements but also support strategic decision-making to optimize service delivery and profitability in competitive markets.
    Key Takeaways:
    • Learn the importance of monitoring labor utilization, productivity, and effective billing rates to maximize efficiency.
    • Gain insights into cost management strategies, identify areas for improvement, and optimize profit margins through effective management of labor and operation expenses.
    • Enhance service with key metrics such as PM completion ratio, response time, and others.

  • 10:30 am - 10:45 am


  • 10:45 am - 11:30 am

    Morning Roundtable Discussions
    Your opportunity to discuss what you have learned and share your knowledge and experiences with industry peers.

  • 11:30 am - 12:00 pm

    Best Practices for Hiring and Retaining Talent in 2024
    Presented by Sacha Powers, Director of HR, ProLift Toyota Material Handling
    The needs and values of the workforce have changed dramatically over the last 20 years. What are you doing to ensure that your company is considered an employer of choice? In this session you will learn the following things:
    Key Takeaways:
    • Better hiring of talent.
    • Keeping hard won talent.
    • Characteristics of effective supervision and management.

  • 12:00 pm - 1:00 pm

    Portillo’s for Lunch!
    Portillo’s is a local favorite known for its delicious Chicago style food. Enjoy a tasty lunch, topped off with a slice of Portillo’s mouthwatering chocolate cake!

  • 1:00 pm - 1:30 pm

    Backorder Management: Building Processes for Unforeseen Delays
    Presented by Jacelyn Hammill, Corporate Parts Manager, Total Industries
    “We’re just waiting on parts…” Sound familiar? Backordered parts are not a matter of if but when, and in the age of same day delivery, customers’ expectations for quick turnarounds are higher than ever. It is vital to have a team prepared for supply chain challenges, who are equipped to be proactive instead of reactive.
    Key Takeaways:
    • Explore strategies to reduce the impact backorders have on your parts fill rate, service WIP, and customer experience.
    • Develop adaptable team members who can problem solve.
    • Learn how to equip your team with backorder processes to standardize your operations and create stability for your customers.

  • 1:30 pm - 1:45 pm


  • 1:45 pm - 2:30 pm

    Afternoon Roundtable Discussions – Session One
    Your opportunity to discuss what you have learned and share your knowledge and experiences with industry peers.

  • 2:30 pm - 3:00 pm

    Parts Sales Growth Through e-Commerce
    Presented by Chris Aiello, Business Development Manager, TVH Parts Co.
    Want to increase the sales of your replacement parts offered through your parts department? Awesome! Turn on the e-commerce switch and watch your parts department sales grow. Sounds simple, right? Not so fast, there are a few things to consider and missteps to avoid as you look to deploy an e-commerce site for your dealership.
    Key Takeaways:
    • Learn about the importance of providing customers with the option to purchase your products online.
    • Discover how dealerships can leverage e-commerce to enhance customer satisfaction and streamline the ordering process.
    • Uncover how to drive business growth and stay competitive.

  • 3:00 pm - 3:15 pm


  • 3:15 pm - 3:45 pm

    Afternoon Roundtable Discussions – Session Two
    Your opportunity to discuss what you have learned and share your knowledge and experiences with industry peers.

  • 3:45 pm - 4:00 pm

    Program Wrap-Up

  • 4:00 pm - 4:30 pm

    Tour of Atlas Toyota Material Handling
    Enjoy a guided tour of MHEDA Member Atlas Toyota Material Handling.

  • 4:30 pm - 5:00 pm

    Bus Transportation to Loews Chicago O’Hare Hotel (Rosemont, IL)
    MHEDA will provide transportation back to the hotel.

  • 6:00 pm - 8:00 pm

    Networking Dinner at Gibson’s Steakhouse (Optional)
    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 $165 per person. Includes full steak dinner, sides, dessert, beer, wine, tax and gratuity. (Other entrée options are available.)

Conference Facilitator

Jim MacGregor

Jim MacGregor

Jim MacGregor, Conference Facilitator, is the 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.

Conference Speakers

Chris Aiello

Chris Aiello

Chris Aiello is the Business Development Manager at TVH Parts Co. He has been in the
equipment business for 17-plus years as a service manager, quality assurance manager, and
business development manager. Chris now manages a national outside sales team selling
replacement parts and accessories in various equipment markets such as material handling,
equipment rental, and construction/earthmoving dealerships.

Al Curnow

Al Curnow

Al Curnow is a Vice President at CultureWise. Al has helped hundreds of CEOs, senior leaders, and their teams across diverse industries to build extraordinary cultures. With a focus on culture, performance, and motivation, Al speaks regularly on these topics and has presented to industry associations (including MHEDA), General Motors, Affiliated Distributors, Universities, and Athletic Associations. Al is currently pursuing a master’s degree in leadership and Positive Coaching at The University of Missouri.

Jacelyn Hammill

Jacelyn Hammill

Jacelyn Hammill manages the Parts operation for Total Industries, previously known as Toyota Material Handling Northern California. Her team supplies the Northern California market with parts for material handling equipment, warehouse solutions, and utility vehicles. Her background in territory sales and passion for creative solutions led to her role in Parts, where she focuses on organizational efficiency, personnel development, and process improvement.

Travis McBride

Travis McBride

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.

Sacha Powers

Sacha Powers

Sacha Powers has spent 27 years in the Human Resources profession. Notable employers include Robert Bosch Corporation, Colgate-Palmolive, and Martinrea International. She currently serves as the Director of HR for ProLift Toyota Material Handling in Louisville, KY. Her focus at ProLift is Organizational Development, Succession Planning, Culture Initiatives, Employee Relations, Communication, Performance Management, and Safety. She is one of the founders of ELEVATE, the Women’s Impact Group at ProLift. Sacha holds a BA from the University of North Carolina at Chapel Hill and a Masters Degree from the University of Virginia.



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