Aaron Rich

Background

About Aaron Rich

Senior customer service, product service, and product technology manager with career-long success managing large national warranty operations for $12.3B company with total financial oversight up to $25M. Expert in warranty programs, claims resolution, sales support, customer relations, product analysis, quality control, and pre- and post-sale support. Experienced in resolving dealer, distributor, and retailer complaints. Customer liaison with high EQ. Delivers customer satisfaction and warranty resolution to increase customer engagement while monitoring resources and controlling costs. Improves legacy systems and processes. Problem solver adept at managing complex, interconnecting business problems. Ensures regulatory compliance, implements industry benchmarks for both mass-market and premium brands. Leader of top-performing teams in US, Canada, and Mexico. Goodyear Corporate Representative on USTMA Publications Committee, Co-Author Radial Truck & Bus Guide. Corporate witness in 15 litigations - 2019-2020 Excels in project management. Selected Career Contributions — • Saved $1.3M in warranty claims while improving warranty service and customer experience by identifying inefficiencies and non-standard processes, and implementing new training program for locations. • Transformed property damages claims process with new legal claims software, cost saving shipping contractor, and enhanced tire inspector training, saving company in 2019 while improving customer response time. • Built exceptional field service teams in US, Canada, and Mexico, team often only face of company to customers, Trained and Mentored to slash dealer ride disturbance warranty claims and customer comebacks by up to 80%. Collaborated with field teams in Europe / Germany to share benchmark processes. • Introduced new training and onsite dealer warranty claim and sales audits, with augmented product service information, capturing 25% increase in sales and ~50% reduction in warranty claims nationwide over 6-year tenure.