Service Department Organizational Update

A Message from Robert Dollarhide

Team,

Over the past several weeks, the Service Department leadership team has been evaluating ways to improve how we manage our workload and better align responsibilities with each person's strengths and expertise.

Since the start of this year, the company has been encouraging departments to identify opportunities to better match employees' skills with the work they perform. As part of that effort, we have developed a revised departmental structure that we've concluded is the most efficient and practical use of our team's experience and capabilities.

This enhanced evolution is the result of our Service Leadership team working together as a collective group to deliver a refined direction. One built to serve the many unique needs of both our customers and our department.

The changes are as follows:

Ritchie:

• Ritchie will step down from the Service Manager position to focus on short-term, fast-moving, and time-critical customer support issues.

• This transition allows him to leverage his extensive technical knowledge and experience where it provides the greatest value—our first point of contact with customers.

• He will also dedicate more time to training technicians. This will help with strengthening our team's knowledge across a broad range of service topics.

• Ritchie will continue reporting directly to me in the role of Senior Service Technician.

• Service Operations and Administration will report directly to me, allowing Ritchie to concentrate on frontline technical support.

Steven

• Steven's overall role and direct reports will remain largely unchanged.

• To make better use of his expertise and talents, several time-intensive administrative responsibilities will be shifted to other roles. This way, he can focus on medium-term priorities.

• Some of these priorities include:

  • Managing EFRs.

  • Overseeing longer-running projects.

  • Training new employees.

  • Keeping Century/RSI initiatives moving forward.

Trevor

• Trevor will assume responsibility for several longer-term administrative functions, including backcharge negotiations, SPO payments, travel planning, and other extended-cycle activities.

• These responsibilities will support the entire department and help balance the workload across the leadership team.

• In addition to the TSI/OEM group, the Connect group will also report directly to Trevor.

Thank you to this team for their thoughtful group approach developing a new platform of confidence for service. Your collective vision will make the department more effective and better positioned to support our customers and each other.

Assuming all required paperwork is completed as planned, these changes will take effect on July 1.

Robert Dollarhide