Retaining Innovative Practices Implemented During Covid In A Post-Pandemic World
The crisis yielded the opportunity to reevaluate and experiment with fresh thinking and new innovative processes. Ed Roberts, Chief Operations Officer for Bozard Ford Lincoln will share their most successful new CX building blocks that have had a positive influence for both customers and employees as well as growth to the bottom line.
Ed Roberts, a Jacksonville native, began his time in the automotive world as an Apprentice. Since that time, his career has stretched to positions including Master Technician, Shop Foreman, Technical Service Engineer for Ford, Store Manager, Service Manager, Fixed Operations Director and is currently the Chief Operations Officer at Bozard Ford Lincoln in St. Augustine, Florida. Over his 30-year career he has spent some time with Toyota Dealerships and Ford Motor Company, with the majority of his career within Ford stores.
Over the last 9 years, the Fixed Operations business at Bozard Ford Lincoln has grown dramatically from 7 technicians to the current 89 technicians. Ed is known for being employee focused and creating a “team” atmosphere by building on each individual’s personal strengths. Ed implemented the 2-man team system that has been extremely successful while revolutionizing the express service world. Ed has also paved the way for the next generation of technicians with a multi-level development program.
Ed has also created similar programs to develop career paths for just about any position needed. By doing so, he virtually eliminates employee turnover.
Over the years, Ed has been recognized multiple times for his leadership, innovations, and achievements in Fixed Operations. Most recently he was named as one of thirty Automotive News Allstars for 2020.