Meet Our Staff
We strive to revolutionize the Fixed Operations industry through our passion and enthusiasm. We help our clients prosper through strategic innovation and custom solutions for their improvement.
Lee Harkins – President and CEO
Lee began his career in the automotive industry as a parts truck driver and worked his way up through the ranks to parts manager, service manager, and service director to become one of the most desired management consultants in the industry. He brings 24 years of performance coaching and consulting experience, along with 10 years of retail management experience to our company. His client list reads like the “who’s who” of the auto industry from manufacturers to individual dealerships. His innovative approach to the enhanced performance of his clients has earned him a well-respected reputation. Lee is an innovative performance enhancement coach, implementation coach and speaker. Lee has been a featured speaker at the NADA national convention for the past 8 years.
Lee began his career in the automotive industry as a parts truck driver and worked his way up through the ranks to parts manager, service manager, and service director to become one of the most desired management consultants in the industry. He brings 24 years of performance coaching and consulting experience, along with 10 years of retail management experience to our company. His client list reads like the “who’s who” of the auto industry from manufacturers to individual dealerships. His innovative approach to the enhanced performance of his clients has earned him a well-respected reputation. Lee is an innovative performance enhancement coach, implementation coach and speaker. Lee has been a featured speaker at the NADA national convention for the past 8 years.
Dave Vaden – Executive Vice President
Dave has over 40 years experience in the automotive industry, with 17 years as a performance enhancement coach and implementation coach. Dave is a recognized speaker for many manufacturers and independent performance enhancement groups. His thought provoking presentations skills keep his audiences wanting more. He delivers with a touch of humor and plenty of “real world” experience. Dave’s enthusiasm and passion for helping his clients improve their business earns him a busy travel schedule.
Dave has over 40 years experience in the automotive industry, with 17 years as a performance enhancement coach and implementation coach. Dave is a recognized speaker for many manufacturers and independent performance enhancement groups. His thought provoking presentations skills keep his audiences wanting more. He delivers with a touch of humor and plenty of “real world” experience. Dave’s enthusiasm and passion for helping his clients improve their business earns him a busy travel schedule.
David Dietrich – Vice President
David Dietrich has been working in the automotive fixed operation field for his entire career. As a subject matter expert and trainer, David has been able to share his working knowledge of the automotive industry with both his clients and co-workers. Starting as a certified technician, moving to advisor, warranty administration, service manager, fixed operations manager, GM and owner operator of a dealership has allowed for a complete experience in dealership operations.Experiences include – consulting, interactive satellite training (Ford Motor Company), group seminars, dealership evaluations, 20 group presentations, training material development, and development of special operating techniques used by most of the automotive manufacturers today. His clients come from within the 50 states, as well as an international market. David has been able to prove that you can have the best customer service and be extremely profitable as well.Working with individual dealers as well as some of the largest consolidators in the industry as UAG, AutoNation, and Go Auto Group in Canada, David has up to date experiences in the current dealership environment that allows for the consideration of all possible opportunities. David has been part of the development of the “On the Lane Training” for service advisors, as well as program development and facilitation for GM, Ford, Chrysler, Toyota, Lexus and Mitsubishi. David has been the national service management trainer for Ford and Chrysler in the USA as well as Canada.
David Dietrich has been working in the automotive fixed operation field for his entire career. As a subject matter expert and trainer, David has been able to share his working knowledge of the automotive industry with both his clients and co-workers. Starting as a certified technician, moving to advisor, warranty administration, service manager, fixed operations manager, GM and owner operator of a dealership has allowed for a complete experience in dealership operations.Experiences include – consulting, interactive satellite training (Ford Motor Company), group seminars, dealership evaluations, 20 group presentations, training material development, and development of special operating techniques used by most of the automotive manufacturers today. His clients come from within the 50 states, as well as an international market. David has been able to prove that you can have the best customer service and be extremely profitable as well.Working with individual dealers as well as some of the largest consolidators in the industry as UAG, AutoNation, and Go Auto Group in Canada, David has up to date experiences in the current dealership environment that allows for the consideration of all possible opportunities. David has been part of the development of the “On the Lane Training” for service advisors, as well as program development and facilitation for GM, Ford, Chrysler, Toyota, Lexus and Mitsubishi. David has been the national service management trainer for Ford and Chrysler in the USA as well as Canada.
Joe Carroll – Division Manager
Joe started in the automotive industry in a parts department while attending high school. He graduated Wyoming Tech and was hired as a technician helper at Sewell Cadillac in 1985. Joe has worked as a technician, shop foreman, service advisor, service manager, collision manager, and service director. Joe was the first manager at Sewell to be nominated and win the “Extra Mile” award as a manager. He has worked at Cadillac, Buick, Hyundai, GMC, Chevrolet, Infiniti, Porsche, VW, Audi, and Saturn dealerships. Joe was living in New Orleans when Katrina hit; he was the last to leave the dealership and one of the first one back to rebuild and re-staff. Despite several offers from other dealerships outside the state, he stayed to help others rebuild and get back on their feet. Joe brings 30 plus years of automotive experience to our team.
Joe started in the automotive industry in a parts department while attending high school. He graduated Wyoming Tech and was hired as a technician helper at Sewell Cadillac in 1985. Joe has worked as a technician, shop foreman, service advisor, service manager, collision manager, and service director. Joe was the first manager at Sewell to be nominated and win the “Extra Mile” award as a manager. He has worked at Cadillac, Buick, Hyundai, GMC, Chevrolet, Infiniti, Porsche, VW, Audi, and Saturn dealerships. Joe was living in New Orleans when Katrina hit; he was the last to leave the dealership and one of the first one back to rebuild and re-staff. Despite several offers from other dealerships outside the state, he stayed to help others rebuild and get back on their feet. Joe brings 30 plus years of automotive experience to our team.
Mark Guido – Division Manager
Mark began his career at a technical school where he was recruited by the Goodwrench Quick lube program. He progressed thru the Fixed Operations from Technician to Advisor then eventually Management. He has worked in Florida for most of his career and has had the honor of building and overseeing some of the largest Fixed Operations Teams in the country. Mark is currently a Division Manager for M5 Management Services Inc. In this position he can focus on his true passion, growing the people. To him growth is more than just dollars and cents. It’s a clear vision of where we want to go and teaching our team how to get there. Simply put happy employee’s equal happy customers. Happy customers equal net profit.
Mark began his career at a technical school where he was recruited by the Goodwrench Quick lube program. He progressed thru the Fixed Operations from Technician to Advisor then eventually Management. He has worked in Florida for most of his career and has had the honor of building and overseeing some of the largest Fixed Operations Teams in the country. Mark is currently a Division Manager for M5 Management Services Inc. In this position he can focus on his true passion, growing the people. To him growth is more than just dollars and cents. It’s a clear vision of where we want to go and teaching our team how to get there. Simply put happy employee’s equal happy customers. Happy customers equal net profit.
Joe Keagy – Consultant / Coach
Joe has been an automotive industry professional for over 35 years. Joe started in the industry at the age of 20 as a Service Advisor for a large Automotive Group in Pennsylvania. There he earned top honors in CSI and built a large customer base by creating relationships and building trust with his customers. After ten years as an Advisor, Joe was promoted to Service Manager at the same store. At this store he developed advanced production techniques including but not limited to the four-day workweek for both technicians and Advisors. This allowed for increased stall utilization and profits. Joe continued to grow his department for ten years until he decided to seek more challenges. Since then, he has worked for two large dealer groups, excelling in the performance of each department. Joe is a graduate of NADA Dealer Academy and The Dale Carnegie Academy. Joe is looking forward to sharing his insight and best practices with you throughout evaluation, process improvement and training. Joe lives in the Philadelphia Suburbs with his wife of 30 years and has two grown children. He enjoys Football and is an active Youth Leader in his church.
Joe has been an automotive industry professional for over 35 years. Joe started in the industry at the age of 20 as a Service Advisor for a large Automotive Group in Pennsylvania. There he earned top honors in CSI and built a large customer base by creating relationships and building trust with his customers. After ten years as an Advisor, Joe was promoted to Service Manager at the same store. At this store he developed advanced production techniques including but not limited to the four-day workweek for both technicians and Advisors. This allowed for increased stall utilization and profits. Joe continued to grow his department for ten years until he decided to seek more challenges. Since then, he has worked for two large dealer groups, excelling in the performance of each department. Joe is a graduate of NADA Dealer Academy and The Dale Carnegie Academy. Joe is looking forward to sharing his insight and best practices with you throughout evaluation, process improvement and training. Joe lives in the Philadelphia Suburbs with his wife of 30 years and has two grown children. He enjoys Football and is an active Youth Leader in his church.
Paul Berman – Consultant / Coach
Paul Berman is a 1982 graduate of Dunwoody College of Technology where he graduated with an Automotive Repair degree. Paul soon started as a Technician for Morrie’s Automotive Group. After working there for 6 years and becoming a Mazda Master technician and Master fully ASE certified. He still wanted to grow more. Soon after, I worked as a store manager at an aftermarket shop called Precision Tune until he found his way back to dealership life. Berman worked for Kline Oldsmobile and Mitsubishi, in 1990 – 1996. Paul got several awards for making an impact on customers and refining our service sales processes. Soon after, he worked for White Bear Acura, Subaru and Isuzu as their Service Director, then Maplewood Imports a Mercedes-Benz and Porsche dealership. Paul worked as their Service manager for 11 years. He and his staff built a team of dedicated people who could not stop creating raving fans! We became #1 in our district for CSI and #6 in the region out of 112 dealers. Berman found it rewarding building a reputation for a fun place to work with awesome CSI. In 2010, Paul Berman worked for Minnetonka BMW for 6 years and then Burnsville Toyota for 2½ year as their Fixed Operations Director. The Burnsville Toyota Parts and Service departments won the 2017 & 2018 Management Excellence Award and many President’s Awards. Collectively Paul has been working at dealerships in one capacity or another for 32 years! Berman lives in the suburbs of St. Paul, Minnesota and has been married 22 plus years with two children in college.
Paul Berman is a 1982 graduate of Dunwoody College of Technology where he graduated with an Automotive Repair degree. Paul soon started as a Technician for Morrie’s Automotive Group. After working there for 6 years and becoming a Mazda Master technician and Master fully ASE certified. He still wanted to grow more. Soon after, I worked as a store manager at an aftermarket shop called Precision Tune until he found his way back to dealership life. Berman worked for Kline Oldsmobile and Mitsubishi, in 1990 – 1996. Paul got several awards for making an impact on customers and refining our service sales processes. Soon after, he worked for White Bear Acura, Subaru and Isuzu as their Service Director, then Maplewood Imports a Mercedes-Benz and Porsche dealership. Paul worked as their Service manager for 11 years. He and his staff built a team of dedicated people who could not stop creating raving fans! We became #1 in our district for CSI and #6 in the region out of 112 dealers. Berman found it rewarding building a reputation for a fun place to work with awesome CSI. In 2010, Paul Berman worked for Minnetonka BMW for 6 years and then Burnsville Toyota for 2½ year as their Fixed Operations Director. The Burnsville Toyota Parts and Service departments won the 2017 & 2018 Management Excellence Award and many President’s Awards. Collectively Paul has been working at dealerships in one capacity or another for 32 years! Berman lives in the suburbs of St. Paul, Minnesota and has been married 22 plus years with two children in college.
Perry Phillips – Consultant / Coach
Perry Phillips professional career started as lot attendant, He was promoted to parts driver and eventually parts manager. Phillips moved to central coast and was promoted to parts and service director. He worked as a fixed operations consultant after that for about 8 years before taking on a position as fixed operations director for an auto group near home. Several years in retail dealerships since that time have enabled him to gain a real-world perspective on different ways to improve and maintain high levels of customer handling and profitability. Perry lives in the Seattle area with his wife and two dogs, Rainy and Shortie. His hobbies include woodworking, kayaking, crabbing, painting, and leathercraft.
Perry Phillips professional career started as lot attendant, He was promoted to parts driver and eventually parts manager. Phillips moved to central coast and was promoted to parts and service director. He worked as a fixed operations consultant after that for about 8 years before taking on a position as fixed operations director for an auto group near home. Several years in retail dealerships since that time have enabled him to gain a real-world perspective on different ways to improve and maintain high levels of customer handling and profitability. Perry lives in the Seattle area with his wife and two dogs, Rainy and Shortie. His hobbies include woodworking, kayaking, crabbing, painting, and leathercraft.
Ashley Murray – Consultant / Coach
Ashley has worked in the automotive industry for 32 years. He started as a technician and held the status of BMW Mastertech for 10 years. Throughout his career he has held the positions of shop foreman, service advisor, service manager, and parts and service director. A multiple award-winning service director while with BMW, Audi, and Mercedes, Ashley brings his passion for the car business to other service managers as a consultant for M5. Ashley has also served as an automotive instructor for the AYES program and has been on the board of the Gwinnett Tech advisory board. Ashley has been married for 15 years to Kat who is a high school teacher in Florida.
Ashley has worked in the automotive industry for 32 years. He started as a technician and held the status of BMW Mastertech for 10 years. Throughout his career he has held the positions of shop foreman, service advisor, service manager, and parts and service director. A multiple award-winning service director while with BMW, Audi, and Mercedes, Ashley brings his passion for the car business to other service managers as a consultant for M5. Ashley has also served as an automotive instructor for the AYES program and has been on the board of the Gwinnett Tech advisory board. Ashley has been married for 15 years to Kat who is a high school teacher in Florida.
Chris Costner – Consultant / Coach
Chris Costner attended the University of North Carolina at Charlotte with a concentration of study in Business Administration and Economics. He has spent over 35 years in the Automotive business learning many different ways to grow and achieve financial success in the dealership. Chris began his Automotive career changing tires for a company by the name of Western Auto in Charlotte, NC. From humble beginnings as a Service Advisor working for Ben Mynatt Chevrolet in Concord, NC, to the leadership success achieved as a Fixed Operations Director working for Baker Motor Company and the Hendrick Automotive Group, the Automotive business has been very fulfilling for Costner, providing a different challenge each and every day. As a Performance Consultant with M5 Management Services Chris Costner affects change and continues to enjoy the success of others while assisting them with growing their business. Chris lives in Charleston, SC. He and his family enjoy sports, traveling, and dining.
Chris Costner attended the University of North Carolina at Charlotte with a concentration of study in Business Administration and Economics. He has spent over 35 years in the Automotive business learning many different ways to grow and achieve financial success in the dealership. Chris began his Automotive career changing tires for a company by the name of Western Auto in Charlotte, NC. From humble beginnings as a Service Advisor working for Ben Mynatt Chevrolet in Concord, NC, to the leadership success achieved as a Fixed Operations Director working for Baker Motor Company and the Hendrick Automotive Group, the Automotive business has been very fulfilling for Costner, providing a different challenge each and every day. As a Performance Consultant with M5 Management Services Chris Costner affects change and continues to enjoy the success of others while assisting them with growing their business. Chris lives in Charleston, SC. He and his family enjoy sports, traveling, and dining.
Mike O’Neill – Consultant / Coach
Michael O’Neill entered retail automotive service as a service advisor in 1980 at a Honda dealership. He was promoted to service manager in 1987 and held that position until 2004, growing from a 4-technician shop to 24 technicians, and winning several manufacturers awards during that tenure. In 2001 Mike was employed by a large dealer group, in South Central Pennsylvania, that represented Honda, Acura, Subaru, Nissan, BMW, Cadillac, CDJR, Ford, and Chevy, that had 10 dealerships in their portfolio. In 2002 the dealer promoted O’Neill to the service director, responsible for all service operations. Mike was again promoted to Fixed Operations Director in 2006, assigned to the parts operations as well. In 2017 Mike O’Neill relocated to the Eastern Shore Area of Maryland and worked as a fixed operations consultant for a regional dealer group. Mike has been married for 38 years and reside in the Bethany Beach area of Delaware. His hobbies are golfing, boating, running, and spending time with my family.
Michael O’Neill entered retail automotive service as a service advisor in 1980 at a Honda dealership. He was promoted to service manager in 1987 and held that position until 2004, growing from a 4-technician shop to 24 technicians, and winning several manufacturers awards during that tenure. In 2001 Mike was employed by a large dealer group, in South Central Pennsylvania, that represented Honda, Acura, Subaru, Nissan, BMW, Cadillac, CDJR, Ford, and Chevy, that had 10 dealerships in their portfolio. In 2002 the dealer promoted O’Neill to the service director, responsible for all service operations. Mike was again promoted to Fixed Operations Director in 2006, assigned to the parts operations as well. In 2017 Mike O’Neill relocated to the Eastern Shore Area of Maryland and worked as a fixed operations consultant for a regional dealer group. Mike has been married for 38 years and reside in the Bethany Beach area of Delaware. His hobbies are golfing, boating, running, and spending time with my family.
Terry Beaver – Consultant / Coach
Terry started in the car business with Germain Toyota in 1982 at the Columbus Ohio location. He started working in the parts department as a parts driver. Moved up through the ranks as parts counter staff and then transferred over to Service Advisor. Several years later was promoted to Service Manager at Germain Toyota / Lexus / BMW in Naples Florida. Attended Southeast Toyota Fixed Operations training college. Achieved Toyota Service Manager Master Certification. After several years moved back to the Midwest area where he calls home. He went to work for Ricart Automotive where he gained an unforgettable experience at one of the largest Ford dealerships in the country, he also helped structure and implement lateral support groups with over 60 Technicians. He has spent his last 20 years at Bob Boyd Ford/ Dodge Chrysler Jeep in Lancaster Ohio. Achieved Master Certified Service Manager. Held # 1 position in CSI Rankings in his group of dealerships for several years in the Cincinnati Region. Terry Is a very proud grandfather of 6 little ones as well as being married to Jennifer for over 34 years. While not working he loves to spend time with his wife on the patio with good friends. And maybe throw in a little bit of Golf!
Terry started in the car business with Germain Toyota in 1982 at the Columbus Ohio location. He started working in the parts department as a parts driver. Moved up through the ranks as parts counter staff and then transferred over to Service Advisor. Several years later was promoted to Service Manager at Germain Toyota / Lexus / BMW in Naples Florida. Attended Southeast Toyota Fixed Operations training college. Achieved Toyota Service Manager Master Certification. After several years moved back to the Midwest area where he calls home. He went to work for Ricart Automotive where he gained an unforgettable experience at one of the largest Ford dealerships in the country, he also helped structure and implement lateral support groups with over 60 Technicians. He has spent his last 20 years at Bob Boyd Ford/ Dodge Chrysler Jeep in Lancaster Ohio. Achieved Master Certified Service Manager. Held # 1 position in CSI Rankings in his group of dealerships for several years in the Cincinnati Region. Terry Is a very proud grandfather of 6 little ones as well as being married to Jennifer for over 34 years. While not working he loves to spend time with his wife on the patio with good friends. And maybe throw in a little bit of Golf!
Lisa Dennis – Comptroller
Lisa has over 24 years experience in accounting and office management. She managed her family business for 8 years and has spent the last 3 years as Accounting Manager in the automotive consulting industry. She is a team player and always willing to go the extra mile to get the task at hand accomplished. She and her family reside in the Birmingham area. In her spare time she loves spending time with her family at their lake home.
Lisa has over 24 years experience in accounting and office management. She managed her family business for 8 years and has spent the last 3 years as Accounting Manager in the automotive consulting industry. She is a team player and always willing to go the extra mile to get the task at hand accomplished. She and her family reside in the Birmingham area. In her spare time she loves spending time with her family at their lake home.
Courtlyn Gray – Logistics Coordinator
Courtlyn Gray has worked in the customer service industry for 5 years providing efficient, high quality customer service. She is skilled at meeting the needs and demand of diverse customers while maintaining professionalism. A few of her skills include detail oriented, multitasking, time management, problem solving, adaptability, as well as communication. Courtlyn graduated early at the age of 16 from New Vison Christian Academy in 2016 and currently resides in Columbiana Alabama with her partner of 6 years. In her free time she loves to go to the gym, hang out with friends and family, travel, and read.
Courtlyn Gray has worked in the customer service industry for 5 years providing efficient, high quality customer service. She is skilled at meeting the needs and demand of diverse customers while maintaining professionalism. A few of her skills include detail oriented, multitasking, time management, problem solving, adaptability, as well as communication. Courtlyn graduated early at the age of 16 from New Vison Christian Academy in 2016 and currently resides in Columbiana Alabama with her partner of 6 years. In her free time she loves to go to the gym, hang out with friends and family, travel, and read.
Tim Harkins – Brand Manager
Tim studied Graphic Design in college and then moved on to founding a successful hobby website that evolved into the the largest of it’s kind in North America. Since that time Tim worked for the largest telecommunications company in the US as a Support Supervisor. He now oversees most of M5’s technology needs including our website, newsletter, video production, photography and graphics, and IT support for the entire staff. When an issue comes up Tim can “figure it out”, as the team often says.
Tim studied Graphic Design in college and then moved on to founding a successful hobby website that evolved into the the largest of it’s kind in North America. Since that time Tim worked for the largest telecommunications company in the US as a Support Supervisor. He now oversees most of M5’s technology needs including our website, newsletter, video production, photography and graphics, and IT support for the entire staff. When an issue comes up Tim can “figure it out”, as the team often says.
Marc Harris – IT Director
Marc has been simplifying the process of building and maintaining websites for a wide range of clients since 1998. He made a transition from performing with country artists in the nineties, to building Keith Urban’s first website, producing an enhanced CD for Kenny Rogers and creating multimedia productions for DreamWorks Records. His solid start with digital media led to website design and consulting for businesses of all kinds. From Microsoft software partner Junction Solutions, to restaurants, real estate and the trucking industry, Marc enjoys learning the nuance of diverse companies and finding common denominators in design and functionality that create engaging digital media.
Marc has been simplifying the process of building and maintaining websites for a wide range of clients since 1998. He made a transition from performing with country artists in the nineties, to building Keith Urban’s first website, producing an enhanced CD for Kenny Rogers and creating multimedia productions for DreamWorks Records. His solid start with digital media led to website design and consulting for businesses of all kinds. From Microsoft software partner Junction Solutions, to restaurants, real estate and the trucking industry, Marc enjoys learning the nuance of diverse companies and finding common denominators in design and functionality that create engaging digital media.