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What’s next in Aftermarket Services?
Wednesday, May 12, 2021
12:00 PM EST | 6:00 PM CET
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What’s next in Aftermarket Services?

Trends like heightened customer expectations, digital transformation, and supply chain disruption have accelerated the future of aftermarket services. These new market realities are challenging our conventional understanding of the industry opportunities – and it has everything to do with digital technologies. Whether it is blockchain improving service quality by enabling parts provenance, stock optimization ensuring the right parts are available at the right time or the use of AI in warranty management, new age digital technologies are now an integral part of the aftermarket solutions landscape.

To provide customers with superior aftermarket services now – and provide agility for new revenue streams in the not-to-distant future – automakers and industrial manufacturers must embrace innovation and leading-edge technology. The results will be happy and loyal customers and improved business metrics like revenue and profitability.

During this virtual roundtable discussion, you’ll learn:

  • Predictions for the future of aftersales
  • How aftermarket leaders from top manufacturers are readying their organizations for what comes next
  • Insights from an IDC industry analyst about market direction around warranty and aftermarket services
  • Technologies to consider as you look to capitalize on new revenue streams in aftermarket
    • The discussion will also feature an interactive session with the chance to ask questions to the panelists.


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Our Speakers

Aly Pinder
Program Director, Service Innovation & Connected Products, IDC
Moderator
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Aly Pinder

Program Director, Service Innovation & Connected Products, IDC

As Program Director, Service Innovation & Connected Products, Aly Pinder Jr leads IDC research and analysis of the service and customer support market for the manufacturer, which includes topics such as field service, warranty operations, service parts management, and how these service areas impact the overall customer experience. Mr. Pinder Jr. is also responsible for research which aids manufacturers as they evaluate innovative technologies like 3D printing for service operations, augmented and virtual reality in field support, and the use of IoT and advanced analytics for remotely monitoring and managing assets. Mr. Pinder Jr. establishes a roadmap for the manufacturer to better understand how technology can transform service and support functions to drive exceptional customer experiences and customer value, profitable revenue growth, and improved efficiency in the field.

Mike Soutter
VP, Aftersales,
Americas,
Nissan North America
Panelist
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Mike Soutter

VP, Aftersales, Americas, Nissan North America

Mike Soutter is Vice President, Aftersales, Americas for Nissan North America. He was appointed to this position in April 2018. In this role, Mike is responsible for driving customer satisfaction, brand loyalty, and profitability through positive ownership experiences in the U.S., Canada, and Mexico.

Previously, he was Division General Manager Global Aftersales based in Japan. Prior to that, Mike was Regional Vice President, Sales Operations, for Nissan Canada. He previously held roles of increasing responsibility within the Aftersales Division.

Before joining Nissan Canada in 2013, Mike held various leadership roles at Uni-Select Inc. and General Motors. He has nearly 25 years of experience in the automotive industry.

Nilesh Auti
Digital Officer & Global Head – Manufacturing,
Tech Mahindra
Panelist
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Nilesh Auti

Digital Officer & Global Head – Manufacturing, Tech Mahindra

At Tech Mahindra, Nilesh Auti is responsible for the growth of the Manufacturing Industry Unit and Digital Transformation Solutions. He focuses on building digital CoEs, solution labs, alliances and sales. Nilesh’s areas of expertise are Product-Production-Performance.

Nilesh has over 23 years of experience and worked with IBM, NTT Data and TVS-Suzuki before joining Tech Mahindra in 2014. He has hands on experience in Manufacturing operations. Deming certified for Quality, Lean Manufacturing course from Warwick, TQM trained by JUSE (Japanese Union of Scientist & Engineers).

Besides TechM, he is on the Managing Committee of WEF (World Economic Forum) Industry 4.0 Lighthouse, CII’s Smart Manufacturing India, Member of IIC USA & advisory on IoT analytics and ISBLRT (Indo-Swedish Business Round Table).

Steven Silver
VP, Industry Market Leader – Manufacturing, Auto & High-Tech, Pegasystems
Panelist
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Steven Silver

VP, Industry Market Leader – Manufacturing, Auto & High-Tech, Pegasystems

Steve Silver brings more than 20 years of multi-industry success as a digital transformation leader, management consultant, industry business development executive, CxO advisor, and evangelist helping global enterprises challenge their orthodoxies in how they market, sell, service, connect, and engage with their customers, partners, employees, and products -- especially in automotive and mobility, automotive finance, manufacturing, high-tech, and financial services sectors.

Steve drives Pega’s global go-to-market strategy to help clients in these sectors shift from their traditional focus on operational excellence and asset optimization to unlocking value from intelligence-rich engagement strategies and business- and consumer-facing business models with their always-connected customers, users, dealers, products, and experiences at industrial scale.

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