Victor J. Doran
Executive Director Customer Care @GILLIG
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WORK HISTORY
Executive Director Customer Care @GILLIG
Livermore, CA, US
Transitioned from retail transportation service operations back to OEM manufacturing with the largest U.S-based commercial/transit bus manufacturer with production capacity of 2500 units annually. As a member of the Executive Leadership Team, focus on transforming the Field Service group into a world-class, technically advanced Customer Care team to prepare for new product launch (battery powered commercial transit bus). Develop telematics strategy, nationwide third-party support network and a sustainable diagnostics platform. Highlights.Established a Service Engineering department and reorganized entire Customer Care team. Employed LEAN 5s methods and rolled out multiple processes, including an end-to-end warranty system, nationwide field service scheduling, and field recall campaign process. Managed cost-saving initiatives resulting in 17% budget reduction. Led development of end-to-end customer complaint resolution process that accelerates issue resolution timeframe 17% and improves customer satisfaction.
EDUCATION
Kent State University
Bachelor’s Degree, Mechanical Engineering Related Technologies/Technicians
Ohio Diesel Tech
Associate’s Degree, Diesel Mechanics Technology/Technician
Kent State University
Associate’s Degree, Mechanical Engineering Technology
SKILLS
ABOUT VICTOR J. DORAN
REVENUE GROWTH STRATEGY CHANGE LEADERSHIP PROCESS IMPROVEMENT STARTUPS TURNAROUNDS SUPPLY CHAIN TEAM LEADERSHIP DEALER PERFORMANCE IMPROVEMENTA customer- and quality-focused Operations leader, I have built a career delivering achievements in commercial and personal transportation sales and aftermarket support. As a business partner to the CEO and executive team, my expertise is in leading aftersales operations for OEM and multi-dealer retail network. In addition, I support and influence service, warranty, and parts departments to drive performance improvement through roadmaps that address capacity, capabilities, cost, and service levels. Known as entrepreneurial and creative, I develop structures, processes, and entire sales/service operations from scratch. I champion integrating technology to improve efficiency and shareholder value applying problem-solving strengths and data analysis to innovate solutions. A strategic leader and influential communicator, I build and direct teams focused on winning with integrity. A few examples of my contributions related to operations growth, expansion, and customer care improvement:Executed three years of change initiatives in a single year to accelerate product repair time across a network of 760 dealers as VP Dealer & Customer Support for a $10B commercial truck OEM. Transformed Field Service team into a world-class, technically advanced Customer Care group for the largest U.S. manufacturer of commercial/transit buses.Member of executive team that took the largest recreational vehicle dealer network public and increased revenue by 28% via acquisitions and startups of new dealers and service centers as VP, Fixed Operations.Increased “repairs completed within 24 hours” from 50% to 80% on a volume of 4K repairs per month as VP Dealer & Customer Support for a $10B commercial truck manufacturer. Awards include…Led engineering and service team recognized with Corporate Award for warranty expense reduction and customer fleet uptime improvements. Assembled team that won JD Power Award for Highest Customer Satisfaction for Class 8 trucks as Regional Service Manager
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