For 18 years, Randy was President and Owner of Service West in Salt Lake City-the largest independent service center in the intermountain states region. Under his leadership, Randy expanded business to $1.8 million in annual sales. He developed and marketed internet based computer programs for retailers and service centers. Randy also helped to create industry standards for warranty claims, technical certification, management certification and contracts between manufacturers and service centers.
Prior to Randy's involvement in the consumer electronics industry he spent 5 years in the banking software industry. His responsibilities included sales, customer support, product research and development, training and user seminars, and planning of tradeshows. Randy has extensive leadership experience with national trade associations. He has served as president, vice president and treasurer for NESDA (National Electronics Service Dealers Association); vice president for NARDA, and on various boards in the industry.
Randy has proven to be a popular and respected speaker and teacher at national and regional consumer electronics industry conventions and workshops. He especially enjoys teaching management and financial seminars-helping owners and managers understand how they can improve the success of their businesses.
James Smith is the Vice President of Support Operations and has influenced the service industry from executive management roles during his careers with RadioShack, Circuit City, and National Service Alliance. He has 30 years senior leadership experience in support of over 7000 retail locations, 3000+ member teams, and $200+ million budgets.
James has held senior leadership roles for depot and field service operations, procurement, vendor management, strategic planning, financial planning, organizational transformation, change management, and is a corporate process improvement facilitator trained in Lean/Six Sigma disciplines. Within these roles James has led multiple teams to achieve multi-million cost reductions and sustainable double digit productivity gains. With integrity and intensity James maintains a constant watch for operational effectiveness while stressing quality and customer satisfaction.
Jeff has over 28 years of experience in operations, logistics, procurement, system development and management. He spent 2 years as the Operations Manager for Noland Company, Virginia Regional Distribution Center, a $31 million operation providing Maintenance, Repair and Operation materials to E.I. DuPont Fiber Plants. He was responsible for daily operations and led the successful ISO 9002 certification effort. Jeff spent 14 years at Circuit City managing service operations, procurement, Lean/6 Sigma process improvement and service management systems.
Most recently Jeff has worked in the design, development and deployment of client processes. His responsibilities include process, function and screen design and documentation, training development, documentation and presentation and system technical and user support. Jeff is hands on and enjoys working with user and field customers.
Director, Vendor Relations
Carol has spent most of her career in the electronics and appliance service industry including 20+ years with Circuit City's Corporate Headquarters. As an Operations/Department Manager for Circuit City's Service Department, Carol was responsible for vendor relations, contracts, parts invoicing, warranty claims, and field support.
After leaving Circuit City, Carol spent several years as an Office Manager for a small electronics service company, where she gained valuable hands-on experience dealing with the day-to-day challenges faced by small Servicers everywhere. This insight into both large and small service companies has helped Carol gain the perspective needed for her current role with NSA as Director of Vendor and Client Relationships. At NSA, Carol's main focus is the recruitment of Servicers for the NSA Network. Carol also assists with client account management, parts return, and field support.