Edna Pham is an Automotive Technician at Cavender Auto Group. With over 5 years of experience in the field. Edna has honed her expertise in various automotive systems, including charging, electrical, body, brakes, chassis, engine, differential, HVAC, and suspension. She holds a Section 609 certificate in HVAC repairs and is certified in safety and emissions.

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What we discuss in this episode:

• Edna's path to becoming an automotive technician
• The challenges faced by women in the industry and how to overcome them
• The supportive environment at Cavender Auto Group
• Edna's advice for young women pursuing a career in automotive
• The significance of perseverance, self-reliance, and continuous learning

In this episode host Kara Delaine sits down with Edna Pham, an automotive technician at Cavender Auto Group. Edna shares her inspiring journey of how she entered the field and discusses the challenges and triumphs of being a female technician in a male-dominated industry.

Join Kara as she delves into Edna's story, exploring her passion for cars and her determination to succeed. Edna reveals how her interest in automotive technology sparked during high school and led her to pursue a degree in the field. Despite being one of the few females in her college classes, Edna remained undeterred, working hard to establish herself as a competent technician.

Throughout the conversation, Edna opens up about the obstacles she has faced and offers valuable advice to young women considering a career in the automotive industry. She emphasizes the importance of perseverance, self-reliance, and the willingness to continuously learn and improve.

Discover how Edna's experiences and insights challenge stereotypes and encourage others to pursue their dreams fearlessly. Her story showcases the supportive environment at Cavender Auto Group and the dedication of her colleagues. Together, they form a unified team, breaking barriers and building a stronger automotive community.

How Will This Episode Captivate You?

In this captivating episode, you'll witness the inspiring journey of Edna Pham, a female automotive technician who defies stereotypes and excels in her field. Edna's story highlights the importance of pursuing one's passion and embracing challenges head-on. Whether you're a car enthusiast, a young person considering a career in the automotive industry, or simply interested in personal triumphs, this episode will captivate you with its authenticity and encourage you to embrace your own aspirations.

Join us for an empowering conversation that will leave you inspired and motivated to pursue your dreams, no matter the obstacles. Edna's story reminds us that breaking barriers is possible and that passion and dedication can lead to a rewarding and fulfilling career. 

Listen to the episode featuring Edna Pham for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Edna Pham

Connect with Ted Ings and the Fixed Ops Roundtable:

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2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Chris Saraceno is a business executive, real estate investor, speaker and leader who has, over the past 38 years, discovered what surrounding yourself with the happy and prosperous people, coupled with hard work, can bring over a lifetime.

Chris has been a featured speaker at numerous conventions and has published hundreds of articles both online and in business magazines. While he speaks on a wide range of topics, the goal of all this activity is the same: to support people in achieving their potential and live their best life.

In this episode of Ted Ings Podcast, Kara Delaine interviews special guest Chris Saraceno, author of the bestselling book "The Theory of Five" and representative of Kelly Automotive Group.

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What we discuss in this episode:

The Theory of 5 is a lifetime process; it only stops on the day we die. The Theory, which can be used by anyone at any stage of life, is based on selecting mentors in the five most significant areas of a person's life - spirituality, marriage, parenting, business and finance, and health. These men and women will guide and support us towards fulfilling our ultimate potential in each area.

Throughout the conversation, Chris explains how the Theory of Five can be applied not only to personal life but also to professional settings like dealerships. By implementing this philosophy, employees experience a positive transformation that leads to increased productivity and a happier work environment.

The episode also delves into the different options for learning the Theory of Five, including a live masterclass and a self-led masterclass. Listeners are encouraged to explore these opportunities to enhance their own lives and relationships.

The interview concludes with an exploration of the powerful influence of the people we surround ourselves with. Chris emphasizes the importance of seeking out individuals who inspire greatness in various aspects of life, encouraging listeners to ask positive presuppose questions that lead to growth and fulfillment.

How Will This Episode Captivate You?

Are you searching for ways to improve your life and achieve a state of happiness and prosperity? In this episode, Chris Saraceno shares his transformative philosophy, the Theory of Five, which provides a roadmap to unlocking your best life. Through engaging anecdotes and practical advice, Chris reveals how surrounding yourself with the right people and asking empowering questions can lead to profound personal and professional growth. Discover the secrets to creating a positive, vibrant atmosphere in your own life, and gain valuable insights on how to thrive in spirituality, relationships, parenting, business and finance, and health and fitness. Tune in to this captivating episode and start your journey towards a life of fulfillment and success.

Listen to the episode featuring Chris Saraceno for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Chris Saraceno

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Jim Roche is the founder and the executive chairman of WarrCloud -  a SaaS business which delivers a new and totally unique AI-enabled service to the retail automotive vertical, automating the auto dealer’s administration of warranty claims.

In this episode we discuss the exciting and transformative changes happening in the warranty processing industry. Jim shares insights into how technology is disrupting the traditional manual processes and driving significant growth in warranty revenue.

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What we discuss in this episode:

With the normalization of vehicle sales profitability and the rise of electric vehicles, warranty processing is taking center stage. Jim shares insights on how the pendulum is swinging back to service as the majority profit driver in the automotive industry. He highlights the challenges and opportunities in the customer pay environment, with the rise of electric vehicles and the need for warranty revenue improvement. Jim also emphasizes the critical role of compliance and the impact of state franchise tax laws on warranty reimbursement rates. He introduces the concept of warranty claims processing automation and explains how it can streamline the entire claims submission process, improve efficiencies, and enhance the guest experience. 

Jim reveals that warranty is expected to be the most likely driver of revenue improvement going forward, with projected growth of nearly 20% through 2026. The increase in new vehicle sales and the higher warranty costs associated with electric vehicles contribute to this significant growth opportunity.

However, the traditional manual and inefficient warranty claims processing is becoming a challenge. Jim highlights the decline of W2 employees handling warranty at dealerships, with younger generations showing little interest in the role. Furthermore, OEM compliance requirements are becoming stricter, and state franchise tax laws are shifting, impacting warranty reimbursement rates.

To address these challenges, Jim emphasizes the need for technology-driven solutions. He introduces WarrCloud's warranty claims automation platform, explaining how it automates the entire claims submission process. This automation streamlines operations, saves time, and increases efficiency, allowing dealership personnel to focus more on enhancing the guest experience.

Why should you listen to this episode?

Jim Roche sheds light on the disruptive forces at play and highlights the immense growth opportunities available in the warranty sector. The discussion emphasizes the need for technology-driven solutions and showcases the transformative power of automation in streamlining operations and improving the guest experience.

Listen to the episode featuring Jim Roche for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Jim Roche

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Tim Hardin is the global senior Vice President of Epicor, a renowned name in the industry. 

Tim provides valuable insights into Epicor's 50-year journey, highlighting their extensive experience in market intelligence, manufacturing, distribution, and retail solutions. 

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What we discuss in this episode:

We discuss Epicor's long history and its role in providing market intelligence, manufacturing, distribution, and retail solutions for various verticals, with a focus on automotive. Tim explains how Epicor pioneered the digital transformation of parts catalogs in the '80s, enabling easier access to information for businesses. As vehicles age and the demand for servicing increases, Epicor is pivoting towards the franchise dealer space, driven by market demand.

Tim highlights the importance of information and data in servicing vehicles efficiently and ensuring parts availability. Epicor aims to have any part available for any vehicle within 30 minutes, using their electronic parts catalog and AI tools for preventative and predictive maintenance. By streamlining the process, dealers can focus on customer pay and enhance the customer experience.

With disruption in the supply chain, parts availability has become crucial. Epicor's extensive parts catalog and global supplier network enable dealers to identify gaps and optimize inventory. Tim emphasizes the need for dealers to invest in the broader market and leverage technology to simplify parts acquisition and improve profitability. As vehicles age and customers hold onto them longer, dealers can capitalize on the opportunity to own the customer experience beyond new vehicle sales.

Why should you listen to this episode?

• Discover how Epicor revolutionized the automotive industry by digitizing parts catalogs in the '80s, making information more accessible and improving operational efficiency.
• Learn how Epicor's extensive data and AI tools enable dealers to optimize parts availability and streamline servicing processes.
• Understand the current market trends, such as customers holding onto their vehicles longer and the impact on dealership fixed operations.
• Gain insights into the benefits of investing in the broader market and leveraging technology to enhance the customer experience and drive profitability.
• Find out how Epicor's solutions can help dealers navigate supply chain disruptions, improve parts acquisition, and maintain customer loyalty.

Tim Hardin's extensive knowledge and industry insights will intrigue listeners as they explore the challenges and opportunities dealers face in an ever-changing market. The discussion around leveraging technology, data, and customer-centric approaches will leave you eager to learn how Epicor's solutions can revolutionize your dealership. 

Listen to the episode featuring Tim Hardin for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Tim Hardin

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

In this episode Ted Ings welcomes panelists Ed Roberts, Mark Mickens, and Kara Delaine to discuss the paradigm shift in automotive servicing and the rise of mobile service trucks. Discover how convenience and customer-centricity are driving the industry forward, and why dealerships must adapt to meet customers on their terms. 

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What we discuss in this episode:

Ed Roberts shares his perspective on the growing customer desire for convenience. He emphasizes the importance of shifting the mindset from "I can't" to "I can" in order to provide customers with the convenience they seek. By increasing shop capacity, reducing loan car fleets, and embracing mobile service, dealerships can cater to customer preferences and prepare for the future, including the rise of electric vehicles (EVs).

Mark Mickens chimes in, highlighting the impact of the pandemic on customer thinking. He mentions how independent repair companies are already capitalizing on the trend and providing services directly to customers at their homes. Mark shares an interesting anecdote about his neighbor, who owns three Teslas and has never visited a dealership for servicing. Instead, a mobile service team comes to his home, reinforcing the growing shift towards convenience and mobile solutions.

Ed explains the importance of preparing for the influx of EVs on the market and capturing 100% of the service business. He emphasizes the need for dealerships to adapt and offer mobile tire truck services, as EV owners are accustomed to having their vehicles serviced at their location. By doing so, dealerships can outshine the aftermarket competition that is ill-equipped to handle EV servicing.

Episode Highlights:

Missed Appointments and the Need for Convenience: We highlight the value of reaching out to customers who miss appointments and offering mobile service as an alternative. 

The Loyalty of Mobile Service Customers: Once customers experience the ease and efficiency of mobile service, they won't want to go back. The convenience and speed of mobile service foster customer loyalty, making it a game-changer for dealerships. 

Connected Services: Predictive Diagnosis and Customer Experience: Connected vehicle data allows dealerships to proactively reach out to customers regarding vehicle issues. The ability to analyze the data and offer solutions, such as dispatching a mobile service truck to diagnose and resolve the problem, significantly enhances the customer experience.

Convenience as a Closing Process and Differentiator: The need for dealerships to communicate the convenience and added value of mobile service during the sales process. By highlighting the time-saving and customer-centric aspects, dealerships can set themselves apart from competitors.

Listen to the episode featuring Ed Roberts, Mark Mickens, and Kara Delaine for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Ed Roberts, Mark Mickens, and Kara Delaine.

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

1. Insight into the Life of a Technician: Discover the day-to-day experiences of a skilled technician and gain a deeper understanding of the challenges they face and the rewards they enjoy.
2. Breaking Barriers: Learn about Sarah's journey as a woman in a male-dominated industry, the support she has received, and the opportunities available for women in automotive.
3. Unveiling the Unexpected: Delve into fascinating stories of unusual vehicle issues and how Sarah and her team tackled them, showcasing the intriguing aspects of automotive diagnostics.
4. Navigating the Future: Gain valuable insights into the shift towards electric vehicles and the evolving role of technicians in an increasingly electronic-focused industry.
5. Words of Encouragement: Sarah's advice for aspiring technicians, especially women, will inspire listeners to overcome obstacles, embrace their passion, and pursue fulfilling careers in the automotive field.

1. Regist

David Reinicke is the president of Automotive Warranty Network (AWN).

In this episode David discusses the crucial role of proper warranty claims administration in the automotive industry. As the leading authority in the field, David sheds light on the importance of efficient warranty processing, accurate documentation, and proactive auditing to help dealerships maximize their revenue while minimizing the risk of audits.

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What we discuss in this episode:

Ted and David delve into the significance of proper warranty claims administration, emphasizing the financial aspect of collecting and retaining the right amount of money. They discuss how dealership metrics, such as the percentage of claims accepted on the first attempt, claim submission time, and adherence to proper labor operations, impact a dealership's relationship with manufacturers and their overall performance evaluations.

The episode explores the increasing importance of warranty claims as a percentage of service revenue and the growing complexity of modern vehicles, which necessitates heightened attention to warranty processes. David highlights how manufacturers closely monitor dealerships' warranty claims, making audits a reality rather than a mere concern. He explains AWN's auditing services, which simulate manufacturer audits and help dealerships identify and rectify potential issues before official audits occur.

This episode offers invaluable insights into the often overlooked yet critical aspect of proper warranty claims administration in the automotive industry. By listening to this episode, you will discover:

1. The comprehensive services provided by AWN and how they streamline warranty claims administration.
2. The financial implications of accurate warranty processing and the impact on dealership metrics and manufacturer relationships.
3. The significance of proactive auditing in preparing dealerships for manufacturer audits and minimizing chargebacks.
4. The common pitfalls and mistakes that lead to chargebacks and how to avoid them.
5. The benefits of partnering with a trusted warranty claims administration company like AWN to ensure compliance and maximize revenue.

This episode offers a behind-the-scenes look at the intricate world of warranty claims administration and audits, showcasing the vital role it plays in the success of automotive dealerships. From uncovering the financial significance of accurate warranty processing to revealing the most common audit chargebacks, Ted and David provide valuable insights that will captivate listeners seeking to optimize their warranty operations. By understanding the importance of proper warranty claims administration and the potential risks involved, you will gain a fresh perspective on how to enhance efficiency, minimize audits, and maximize returns in your dealership.

Listen to the episode featuring David Reinicke for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, David Reinicke

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Sarah Vantine is the vice president of Sales at Quantum Five. Sarah’s passion is helping automotive dealers succeed by creating business development strategies that remove roadblocks, empower people, and elevate the customer’s experience.

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What we discuss in this episode:

Sarah talks about her positive outlook on being a woman in the automotive industry and the opportunities that are now available to women. She also shares her passion for putting people first and believes that if employees are happy and feel empowered, customers will be happy too. Having a culture that allows people to grow and explore different facets of themselves is important for personal development, which ultimately benefits the business. Sarah emphasizes that people are what make or break a business, and taking care of employees is a good business strategy.

According to Sarah, the largest demand or skillset in which dealership personnel are wanting or needing is clarity about their career journey. Sarah believes that people are hungering for a roadmap to help them understand where they can go in their career and how to get there. At Quantum Five, they are working on exciting projects to help people in the automotive industry find the clarity they need to succeed.

Sarah's positive outlook on women in the automotive industry and her passion for the "people first" approach make this episode an inspiring listen. She provides valuable insights into how to create a culture that benefits both employees and customers. By focusing on personal development and providing clarity about career paths, businesses in the automotive industry can create a positive and thriving workplace.

Listen to the episode featuring Sarah Vantine for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Sarah Vantine

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Kara Delaine is the Vice President at Ted Ings’ Fixed Ops Roundtable and a prominent figure in the automotive industry. She's an ambitious spirit who strives to remain authentic and transparent while broadening our society's knowledge about the automotive industry.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

In this episode Kara Delaine shares how she stumbled upon the automotive industry by accident, which eventually led her to fall in love with it. The conversation turns to the topic of women in the industry, where Kara emphasizes that the automotive industry is not just for men, and how it's crucial to have a diverse range of perspectives. She credits her success to the people who believed in her and her passion for the industry.

Michael and Kara discuss the challenges of working in the automotive industry, especially as a woman, and how it can be an opportunity to rise above expectations. Kara shares her positive experiences with amazing mentors like Ted Ings and Eric Barbosa, who encouraged her to succeed in a predominantly male industry. Despite being aware of the negative narrative surrounding women in automotive, Kara believes that women are essential to the industry's growth and encourages listeners to focus on the opportunities in the industry rather than the negatives.

Throughout the conversation, Kara and Michael's passion for the automotive industry is palpable. They share insights into the industry and discuss how their experiences have shaped their views. The episode ends with Kara's advice to anyone interested in entering the automotive industry: be passionate, never stop learning, and always seek opportunities for growth.

Listen to the episode featuring Kara Delaine for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Kara Delaine.

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Shon Kingrey is the Vice President of Fixed Operations, Kayser Automotive Group. Shon is a well-known figure in the fixed ops community, and his focus has always been on employees and customers.

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What we discuss in this episode:

In this episode we discuss the recent changes in Shon's career and the industry as a whole. We explore the shift towards a focus on employee satisfaction and work-life balance, particularly for the new generation of workers who prioritize these aspects over money. Shon emphasizes the importance of providing tools and resources to make employees' jobs easier and to promote a positive work environment.

Shon talks about the group he works for and the importance they give to their employees. The three brothers who run the group have pictures of their 40 plus year employees on their walls. They allow their employees to go home at six o'clock so they can have dinner with their families. They prioritize their employees' personal lives, ensuring they have time for dinner with their families and maintaining a healthy work-life balance. Shon believes that it is important to focus on employees and their needs. He talks about the tools that can make their job easier and how they can contribute to the gross and net of the company.

Shon also talks about resistance in implementing change in an organization. Shon talks about how uncomfortable change can be and how resistance is a natural reaction when new ideas are brought to the table. He shares how he dealt with pushback and interesting conversations while implementing change. He emphasizes the importance of having buy-in from the top and getting everyone on board. Shon also talks about how he monitors status phone calls and how he has made the process more efficient.

In conclusion, Shon's insights on the industry and the changes he has made are a great learning opportunity for anyone in the fixed ops community. Prioritizing employee satisfaction and work-life balance, providing tools and resources to make their job easier, and having a process in place for implementing change are essential for success in this industry. By focusing on these areas, companies can attract and retain the best talent, promote a positive work environment, and achieve growth and success.

Listen to the episode featuring Shon Kingrey for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Shon Kingrey

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement