In this episode of the Aftermarket Champions podcast, host Vivek Joshi speaks with Roger Durham, a veteran in aftermarket services. They discuss Roger's journey from engineering to service leadership, the importance of transformation and continuous improvement in the aftermarket sector, and the challenges of managing complexity in service transactions. Roger emphasizes the significance of a customer-centric approach, the 1% improvement philosophy, and the balance between technology and human factors in achieving success. The conversation also touches on the realities of AI in the industry and the need for strategic investment in technology to drive growth.
Takeaways:

1. Roger fell into service by accident but found his passion.
2. Transformation in aftermarket services is crucial for success.
3. Continuous improvement is key to staying competitive.
4. The 1% improvement philosophy can lead to significant gains.
5. Balancing technology and customer needs is essential.
6. Change management requires a focus on people and processes.
7. Managing complexity in service transactions is challenging but necessary.
8. Profit growth should be prioritized over volume growth.
9. AI is a tool, not a solution; define the problem first.
10. Investing in technology must align with customer solutions.