Vehicle Service & Warranty Lifecycle Roundtable

About the Speaker

Chief Operations Officer
Bozard Ford Lincoln

Ed Roberts, a Jacksonville native, began his time in the automotive world as an Apprentice, with his career stretching to positions such as a Master Technician, Shop Foreman, to a Technical Service Engineer for Ford, to Store Manager, Service Manager, Fixed Operations Director and currently holds the position of COO at Bozard Ford Lincoln in St. Augustine, Florida. Over his twenty-nine-year career he has spent some time with Toyota Dealerships and Ford Motor Company, but he has spent the majority of his career with Ford stores.

Over the last 8 years, the Fixed Operations business at Bozard Ford Lincoln has grown dramatically, from 7 technicians to currently 83 technicians. Ed is known for being employee focused and creating a “team” atmosphere, building on each individual’s personal strengths. Ed implemented the 2-man team system that has been extremely successful, revolutionizing the express service world. Ed has also paved the way for the next generation of technicians with a multi-level development program. Additionally, Ed has created similar programs to develop just about any position needed, virtually eliminating employee turnover and creating a career path. Over the years, Ed has been recognized multiple times for his leadership, innovations and achievements in Fixed Operations, most recently named as one of thirty Automotive News Allstars for 2020.

About the Session

The Quest for a Frictionless Customer & Dealer Warranty Process: How We Can Get There