Richard Kenton
Technical Director at Ducati North America- Claim this Profile
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Bio
Steve Wallace
I have had the privilege of working with Richard Kenton as a vendor for the last 4 years. Richard has a wealth of Aftersales and Customer Service experience -particularly in the startup electric motorcycle market- ranging from leading teams in developing internal processes for effective company operations, setting up dealerships, solving vehicle problems, to working with service diagnostic vendors, such as Par-Tech, to deliver aftersales/service support to his company's dealers. He treats his vendors fairly, by acting as the ‘conduit’ between his company and their service vendors to facilitate the smooth flow of information while always demanding high quality and on time/on budget delivery. Richard remains calm in turbulent times, always keeping his eye on the goal of excellence in customer service.
Scott Cannatelli
Masterful interpersonal skills blended with a practical approach to problem solving. I had the pleasure of working alongside Richard for 3 years at Zero Motorcycles. Richard had an uncanny ability to 180 difficult and tense meetings and provide practical team-oriented solutions to complex problems. Richard is a key asset to Zero and I highly recommend him.
Steve Wallace
I have had the privilege of working with Richard Kenton as a vendor for the last 4 years. Richard has a wealth of Aftersales and Customer Service experience -particularly in the startup electric motorcycle market- ranging from leading teams in developing internal processes for effective company operations, setting up dealerships, solving vehicle problems, to working with service diagnostic vendors, such as Par-Tech, to deliver aftersales/service support to his company's dealers. He treats his vendors fairly, by acting as the ‘conduit’ between his company and their service vendors to facilitate the smooth flow of information while always demanding high quality and on time/on budget delivery. Richard remains calm in turbulent times, always keeping his eye on the goal of excellence in customer service.
Scott Cannatelli
Masterful interpersonal skills blended with a practical approach to problem solving. I had the pleasure of working alongside Richard for 3 years at Zero Motorcycles. Richard had an uncanny ability to 180 difficult and tense meetings and provide practical team-oriented solutions to complex problems. Richard is a key asset to Zero and I highly recommend him.
Steve Wallace
I have had the privilege of working with Richard Kenton as a vendor for the last 4 years. Richard has a wealth of Aftersales and Customer Service experience -particularly in the startup electric motorcycle market- ranging from leading teams in developing internal processes for effective company operations, setting up dealerships, solving vehicle problems, to working with service diagnostic vendors, such as Par-Tech, to deliver aftersales/service support to his company's dealers. He treats his vendors fairly, by acting as the ‘conduit’ between his company and their service vendors to facilitate the smooth flow of information while always demanding high quality and on time/on budget delivery. Richard remains calm in turbulent times, always keeping his eye on the goal of excellence in customer service.
Scott Cannatelli
Masterful interpersonal skills blended with a practical approach to problem solving. I had the pleasure of working alongside Richard for 3 years at Zero Motorcycles. Richard had an uncanny ability to 180 difficult and tense meetings and provide practical team-oriented solutions to complex problems. Richard is a key asset to Zero and I highly recommend him.
Steve Wallace
I have had the privilege of working with Richard Kenton as a vendor for the last 4 years. Richard has a wealth of Aftersales and Customer Service experience -particularly in the startup electric motorcycle market- ranging from leading teams in developing internal processes for effective company operations, setting up dealerships, solving vehicle problems, to working with service diagnostic vendors, such as Par-Tech, to deliver aftersales/service support to his company's dealers. He treats his vendors fairly, by acting as the ‘conduit’ between his company and their service vendors to facilitate the smooth flow of information while always demanding high quality and on time/on budget delivery. Richard remains calm in turbulent times, always keeping his eye on the goal of excellence in customer service.
Scott Cannatelli
Masterful interpersonal skills blended with a practical approach to problem solving. I had the pleasure of working alongside Richard for 3 years at Zero Motorcycles. Richard had an uncanny ability to 180 difficult and tense meetings and provide practical team-oriented solutions to complex problems. Richard is a key asset to Zero and I highly recommend him.
Experience
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Ducati North America
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United States
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Motor Vehicle Manufacturing
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1 - 100 Employee
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Technical Director
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Sep 2014 - Present
Provide management of all Technical Support and training to 164 Ducati Dealers in North America. Monitor and collect, defect and failure data and developed internal reporting systems to reflect market trends and feedback in terms of frequency, cost and ‘degree of discomfort to customers’. Manage Customer Service, sustained improvements year-over-year, implemented best practices that improved NPS. Increase customer retention and mitigated repurchases cases. Created Warranty policies and audit processes. Reduced warranty cost by focusing on ‘right first-time’ diagnostics and warranty training. Ducati government compliance working with NHTSA, CARB, EPA and Transport Canada. Report TREAD and managed all recall projects. Provide analysis for Ducati Motor Holdings on current and new state and federal regulations, regarding homologation, emissions, product liability and recall cases. Manage the sale and distribution of Spare Parts. Train sales teams on new product 2015-2018. Show less
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Zero Motorcycles Inc.
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United States
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Manufacturing
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100 - 200 Employee
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Aftersales Director
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Mar 2010 - Sep 2014
Launched the first premier electric motorcycle brand from a concept start-up to production manufacturer, 2800 units per year. Managed all aspects of all government reporting, board member on MIC. Worked with federal EPA to determine how Automotive ‘EV’s’ should be measured regarding range. Facilitated review of customer driven legal request for product liability and repurchase, created upstream proactive counter measures to decrease repurchases. Created technical publications Established and delivered robust Customer Service structure, sustained improvements year-over-year, implemented SFDC as C.R.M and Ring Central call prioritization and data tracking. Created an on-line Dealer Management Systems (DMS) system including warranty submission, parts procurement, order tracking and schematics, resulting in a premium dealer experience. Identified requirements and established technical dealer / distributor training via WBT and FTF training sessions. Show less
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BMW of North America, LLC
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United States
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Motor Vehicle Manufacturing
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700 & Above Employee
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Director of Customer Serivce
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Mar 2007 - Mar 2010
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Husqvarna Motorcycles GmbH
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Austria
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Motor Vehicle Manufacturing
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1 - 100 Employee
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Director of Aftersales
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2008 - 2010
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BMW Group
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Germany
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Motor Vehicle Manufacturing
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700 & Above Employee
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Customer Service Manager
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Sep 2006 - Mar 2008
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Education
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1992 - 1996
University of Wales, Cardiff
BA Business management, International Business
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