The APS Manifesto
Customers do not buy equipment for today—they invest in a partnership for the lifetime of that equipment.
Whether the machine remains in service for five, ten, fifteen, or even twenty years, customers expect the manufacturer to stand behind every promise made on the day of the sale.
The true return on their investment is not measured only by the original purchase price. It is measured by the total cost of ownership—the quality of service they receive, the availability of spare parts, the expertise of the people supporting them, the speed at which problems are resolved, and the confidence that someone will answer when they call.
At APS, we believe companies should build strong aftermarket organizations because their customers deserve exceptional support—not simply because it is an obligation.
We also believe there is no single aftermarket model that works for every company.
A successful aftermarket organization must reflect the business it supports—its products, customers, people, technology, resources, culture, and growth objectives.
APS does not copy what worked somewhere else and assume it will work for you.
We help build the aftermarket organization your customers deserve and your business needs.
The sale is not the end of the customer relationship. It is only the beginning.
Core strengths
Aftermarket Strategy
Develop long-term service growth strategies aligned with business objectives.
Service Operations
Improve service processes, response times, KPIs, and technician productivity.
Parts Management
Optimize inventory, pricing, forecasting, and profitability.
Customer Success
Increase customer retention through proactive support and lifecycle management.
KPI Development
Build executive dashboards and performance metrics.
Process Improvement
Standardize SOPs and implement best practices across the organization.
Not a Copycat Service. A Solution Built for Your Business.
Many consulting firms begin with a preferred model and attempt to fit every organization into it.
APS begins by understanding your business.
Your company has its own customers, equipment, systems, resources, culture, history, and operational challenges.
What worked for another equipment manufacturer may not work for you.
APS combines proven aftermarket principles with practical operating experience, but every recommendation is evaluated against the realities of your organization.
We do not create complexity simply to demonstrate value.
We do not recommend systems your team cannot maintain.
We do not copy another company’s organizational structure and assume it is right for yours.
We help build the aftermarket organization your customers deserve and your business needs.
APS Can Help You
● Improve customer satisfaction
● Increase service revenue
● Strengthen spare parts performance
● Improve response times
● Develop meaningful KPIs
● Standardize critical processes
● Strengthen leadership capability
● Improve employee accountability
● Increase customer retention
● Improve aftermarket profitability
The right solution is not the most complicated solution. It is the one that works for your customers, employees, and business.
Experience from both sides of the relationship
Biography
For more than 40 years, I have worked with manufacturers and industrial organizations across multiple industries, helping build stronger service, spare parts, technical support, customer experience, and aftermarket operations.
Throughout my career, I have led service teams, parts operations, technical support groups, customer experience initiatives, acquisitions, process improvement projects, system implementations, and organizational transformations.
My experience has allowed me to work with regional businesses, international manufacturers, employees, leadership teams, suppliers, and customers.
Having spent much of my career working in service, I also depended on many suppliers to provide the equipment, parts, information, and support needed to serve my own customers.
That experience gave me the customer’s perspective.
I experienced firsthand the impact of delayed responses, unavailable parts, unclear communication, and unmet commitments. I also experienced the confidence created by knowledgeable employees, dependable suppliers, proactive communication, and exceptional service.
Seeing the relationship from both sides gave me a deeper understanding of what customers expect from the manufacturers and suppliers they choose to trust.
It also taught me that there is no single solution that works for every organization.
Every company has different products, customers, employees, systems, financial realities, and business objectives. A successful aftermarket strategy must be designed around those realities.
Today, I use that experience to help equipment manufacturers build practical aftermarket organizations suited to their specific needs.
I do not believe in copying another company’s service model. I believe in building the aftermarket organization your customers deserve and your business needs.
Professional Philosophy
Proven principles should guide the solution—but your business should define it.
I do not believe in copying another company’s service model. I believe in building the aftermarket organization your customers deserve and your business needs.
Begin Your Transformation
Submit the inquiry form to discuss your objectives and determine how a tailored consulting engagement can advance your strategic priorities.