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 out of technical school in 1992. He was recruited by the Goodwrench Quiklube Plus program at an Oldsmobile dealership. He progressed to be Line Technician, Service Advisor, and eventually became a Service Manager at the age of 24. Mark worked in Florida for most of his career and oversaw 7 stores as their Fixed Operations Director. Eventually Mark went to manage a Toyota dealership where he was asked to help rebuild the dealerships Fixed Operation structure and culture. After the first year there, the dealership received the President’s Award, Service Excellence, Parts Excellence, and Customer Service Excellence awards from Toyota. Eventually the store received the Owner First Award for outstanding Service Department and the President’s Cabinet Award which is one of only 12 in the nation and highest recognition a Toyota store can receive. Mark credits this to his team and their hard work to achieve this honor. Mark now lives in Greensboro, NC with his wife Melissa and daughter Olivia. When at home he enjoys spending time with his family. He is an avid cyclist and follows Formula 1 racing.
Mark began his career out of technical school in 1992. He was recruited by the Goodwrench Quiklube Plus program at an Oldsmobile dealership. He progressed to be Line Technician, Service Advisor, and eventually became a Service Manager at the age of 24. Mark worked in Florida for most of his career and oversaw 7 stores as their Fixed Operations Director. Eventually Mark went to manage a Toyota dealership where he was asked to help rebuild the dealerships Fixed Operation structure and culture. After the first year there, the dealership received the President’s Award, Service Excellence, Parts Excellence, and Customer Service Excellence awards from Toyota. Eventually the store received the Owner First Award for outstanding Service Department and the President’s Cabinet Award which is one of only 12 in the nation and highest recognition a Toyota store can receive. Mark credits this to his team and their hard work to achieve this honor. Mark now lives in Greensboro, NC with his wife Melissa and daughter Olivia. When at home he enjoys spending time with his family. He is an avid cyclist and follows Formula 1 racing.
Joe Keagy – Consultant / Coach
Joe has been an automotive industry professional for over 30 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 25 years and two children. He enjoys Football and is an active Youth Leader in his church.
Joe has been an automotive industry professional for over 30 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 25 years and two 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.
Mike Lyles – Consultant / Coach
Mike started his career in the mid 1980’s working in a get ready dept where he installed alarms, spoilers, graphics, radios, and bumpers. Soon into his career he became the dept manager and then moved to Service Advisor where his CSI was excellent and his ability to create a friend out of a customer was recognized by the retailer and was quickly promoted to Service Manager and then Fixed Operations director for a multi franchise retailer. Mike resides in Mississippi with Deborah his Wife of 35 years. They enjoy Camping, Martial arts, Soccer and relaxing when He isn’t consulting with M5. Seeing the customer enjoy the experience and the team watch in awe as the process unfolds is what keeps the drive alive for Mike. He says it never gets old.
Mike started his career in the mid 1980’s working in a get ready dept where he installed alarms, spoilers, graphics, radios, and bumpers. Soon into his career he became the dept manager and then moved to Service Advisor where his CSI was excellent and his ability to create a friend out of a customer was recognized by the retailer and was quickly promoted to Service Manager and then Fixed Operations director for a multi franchise retailer. Mike resides in Mississippi with Deborah his Wife of 35 years. They enjoy Camping, Martial arts, Soccer and relaxing when He isn’t consulting with M5. Seeing the customer enjoy the experience and the team watch in awe as the process unfolds is what keeps the drive alive for Mike. He says it never gets old.
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.
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.
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.