Aaron Rich
Powersports Sales at Mountain Motorsports- Claim this Profile
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Topline Score
Bio
Brian Ebie
Aaron Rich is a dynamic professional who leads by example. With a wide-ranging set of experiences and professional background, Aaron brings big-picture-thinking to the table, an ability to successfully navigate complex situations to conclusion. We could always count on Aaron to get us an answer -- the right answer -- quickly and efficiently. Aaron proved that he will go the extra mile and knock down walls to take care of customer needs. It's a pleasure to give Aaron Rich my highest recommendation.
Rachel Morris
Aaron and I have worked together in a variety of roles. He and his team were always extremely helpful and took time out of their busy schedules to teach others about tires and tire conditions. They were always happy to assist with customer training events and helped my team overcome many challenges.
Brian Ebie
Aaron Rich is a dynamic professional who leads by example. With a wide-ranging set of experiences and professional background, Aaron brings big-picture-thinking to the table, an ability to successfully navigate complex situations to conclusion. We could always count on Aaron to get us an answer -- the right answer -- quickly and efficiently. Aaron proved that he will go the extra mile and knock down walls to take care of customer needs. It's a pleasure to give Aaron Rich my highest recommendation.
Rachel Morris
Aaron and I have worked together in a variety of roles. He and his team were always extremely helpful and took time out of their busy schedules to teach others about tires and tire conditions. They were always happy to assist with customer training events and helped my team overcome many challenges.
Brian Ebie
Aaron Rich is a dynamic professional who leads by example. With a wide-ranging set of experiences and professional background, Aaron brings big-picture-thinking to the table, an ability to successfully navigate complex situations to conclusion. We could always count on Aaron to get us an answer -- the right answer -- quickly and efficiently. Aaron proved that he will go the extra mile and knock down walls to take care of customer needs. It's a pleasure to give Aaron Rich my highest recommendation.
Rachel Morris
Aaron and I have worked together in a variety of roles. He and his team were always extremely helpful and took time out of their busy schedules to teach others about tires and tire conditions. They were always happy to assist with customer training events and helped my team overcome many challenges.
Brian Ebie
Aaron Rich is a dynamic professional who leads by example. With a wide-ranging set of experiences and professional background, Aaron brings big-picture-thinking to the table, an ability to successfully navigate complex situations to conclusion. We could always count on Aaron to get us an answer -- the right answer -- quickly and efficiently. Aaron proved that he will go the extra mile and knock down walls to take care of customer needs. It's a pleasure to give Aaron Rich my highest recommendation.
Rachel Morris
Aaron and I have worked together in a variety of roles. He and his team were always extremely helpful and took time out of their busy schedules to teach others about tires and tire conditions. They were always happy to assist with customer training events and helped my team overcome many challenges.
Experience
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Mountain Motorsports
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United States
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Retail Motor Vehicles
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1 - 100 Employee
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Powersports Sales
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Aug 2023 - Present
Motorcycle / ATV / Watercraft / activity, sales, parts, and service center. Motorcycle / ATV / Watercraft / activity, sales, parts, and service center.
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AutoZone
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United States
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Motor Vehicle Manufacturing
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700 & Above Employee
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Manager
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Oct 2022 - Aug 2023
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Section Head Warranty USA - Maxxis Tech Center
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Aug 2021 - Apr 2022
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The Goodyear Tire & Rubber Company
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United States
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Motor Vehicle Manufacturing
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700 & Above Employee
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Manager, North American Product Service, Tire Technology
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Jul 2014 - Feb 2020
Latest in series of promotions by leading $12.3B global tire company to manage product claims and service teams handling warranties, replacements, and recalls across 1,200 stores in US, Mexico, and Canada. Focused on improving customer experience and satisfaction. 45-person matrix team in 4 departments, $7M operating budget, and $18M claims budget.• Implemented "Smooth Ride" service improvement program for dealers that saved company $1.3M in warranty claims in 2019 while improving customer service and customer satisfaction ratings.• Replaced legacy legal claim software, expensive shipping contractors, and outsourced product damage inspectors to reduce warranty costs by $700,000 in 2019 and improve customer response and experience.• Collaborated with the global engineering team and quality team to define and implement best practices for field and logistics operations to accelerate product shipments to test engineers from 2 weeks to days at lower shipping cost.• Built and led award-winning field service teams in Canada, Mexico, and US, with thorough training focused on customer service and experience, driving up to 80% reduction in tire returns and warranties at NA stores. Show less
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National Field Manager, Product Service
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Apr 2010 - Jul 2014
Promoted to manage product warranties and performance complaints across CA, NV, OR, WA, ID, WY, and MN. $3.5Mbudget. Responded to 1K customers inquiries; trained staff in warranty procedures and best practices.• Cut rejected warranty claims with associated shipping and administrative costs 25% by improving dealer training in warranty requirements and product knowledge, receiving highest performance ratings in 2013 and 2014.• Implemented best practices training at # locations, and collaborated with location managers to sustain processes, reducing customer newly purchased tire returns, warranty claims, and rework by 40%.• Identified abnormal wear patterns with very large tractor trailer customers, applying complex problem analysis to identify cause in driver practices and suspension problems, avoiding potential $10M in warranty expenses. Show less
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Assistant Manager, Customer Service, Product Service Center
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2008 - 2011
Opened New Location and Trained New Associates. Managed ~300,000 warranty claims and adjustments per year with focus on prompt, fair settlements to increase customer loyalty and satisfaction. Provided warranty data to product analysis engineers to support product improvement. Staff of 15 and budget of $2M.• Raised customer satisfaction scores for dealer services by 50% according to 2010 online dealer poll by accelerating claims payments and dealer feedback from months to 2 weeks.• Won "Top Customer Satisfaction Phone Skills" award for location managers for cutting customer callbacks 50%, reducing complaints, and customer raising satisfaction scores. Show less
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Product Analyst and Processing Specialist, Product Service Center
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Aug 1992 - Apr 2010
Started as Product Analyst in SLC, Moved to Tonawanda NY, Promoted to team leader in 1996 to train and manage team of 10 new associates in conducting tire warranty inspections, performing failure analysis, calculating refund credits, and providing data to East and West Coast regional product improvement teams.• Led team to #1 rank for least callbacks and most tires inspected per day (~200), with best audit results, during 12-years as team leader.
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Education
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Medaille College
Master's degree, Organizational Leadership MOL -
Medaille College
Bachelor of Business Administration - BBA, Business Administration and Management, General -
Erie Community College
Associate of Arts and Sciences - AAS, Mechanical Engineering
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