Life at Audi is just as much about making cars as it is about the people who see the job through. From the C-suite to product managers to the customer experience team and more, in our re-occurring series, "Inside Audi of America," get to know the people behind the metal.
Today, meet Robert Lecznar, senior director of the Audi Warranty and Customer Experience Center.
How do you explain your job at a dinner party?
We all have customer service experience in one way or another, so it’s easy to relate what I do to everyday experiences. We talk about how we might be disappointed in service we received at the store, and I can counter that with what we do to help make our customers' and dealers' experiences exceptional. This type of dialogue naturally flows to how we do that, why we do it and what makes it so important. When it comes to warranty, we all have stories about that as well and I’ve found that simple, everyday experiences on how we make every effort to help support our dealers and customers proactively and fairly can be related to both my work in warranty, and in the customer experience space. My summary is simple, I get out of bed in the morning focused on providing industry-leading service to our employees, customers and dealers.
What are you passionate about right now at work?
Innovating and changing the game with both the Audi Customer Experience Center and Audi Warranty. Both teams are extremely engaged and working on improving self-service for our customers and our dealers. Our primary focus is to prepare ourselves for the future and we are having a great time doing it. We're looking at processes and initiatives that are actually outside of the automotive industry to help find creative efficiencies that can improve our business. I wish I could say more – our projects have a bit of a top secret nature to them right now, but it's an exciting time to be involved in this space!
What about outside of work?
I like to spend as much time as possible outside having fun with my wife, Christina, and two boys, Ryan and Roman. My family is my inspiration to be a better person both inside and outside of work. They're my rock and having them at home allows me to take my role with Audi to the next level and fight for perfection no matter what we're working on. Of course I have to mention my Sunday morning motorcycle rides with my close friends Glenn, Dave and father-in-law Jim.
What’s your favorite memory that involves an automobile?
My son Ryan, who is 6 now, has two favorite super heroes, Ironman and Batman. For his 5th birthday party I dressed up as Ironman and my wife’s cousin Trevor dressed up as Batman. We pulled up in a stunning white V10 R8. Ryan and all the other children were in shock, not to mention the parents too. The look on their faces was priceless, like straight off the cover of a magazine. It is a memory that we will all remember for the rest of our lives.
Who’s your personal hero?
I actually have two: my mother and father. My parents mean a lot to me and my family. They've supported me in a lot of my personal endeavors, helping me the entire way. I bounce work ideas off of my father given his over 20 year experience being a Pipeline Code and Standards leader. Since my mother is a proud A6 owner I ask her advice on vehicle characteristics from a true Audi owner’s perspective. Both of my parents have taken a lot of time out of their lives over the last years to care for a family friend throughout his battle with cancer. Their thoughtfulness and generosity has molded me into the person I am today.
What’s the last show you binge-watched and why?
"Billions" on Showtime. I love the speed of the show and how each episode is so unpredictable. You never know what is going to happen.
What did you listen to on your drive to work this morning?
Pitbull Radio on Sirius XM – the fast paced music energizes me.
What was your first job?
Body Shop Porter responsible for supporting body shop technicians, shuttling and cleaning customer vehicles at Sterling Heights Dodge. It was my high school co-op job. One of the greatest learning experiences that I've had in my life. This is partly where I gained my passion for the automotive industry, learning the true mechanics of how a vehicle works and supporting customers is very interesting and rewarding.
Why did you decide to become a part of the Warranty Department and Customer Experience Center and why do it at Audi?
My deep passion for the brand and my teammates. My current roles allow me to be part of the things that I love in life:
1.) Automobiles – If I am going to work for an automotive company I clearly want to work for the best – Audi.
2.) People – On a daily basis I am able to interact and lead over 100 teammates who are like my extended family.
3.) Helping Customers – Great customer satisfaction helps lead to improved loyalty which can directly impact our company goals.
4.) Interacting with Dealers - I started my career at a dealer and I always want the dealer connection with me throughout my entire career.
5.) Crunching Numbers – Going through data and quantifying them in detail is gratifying.
What one word best describes you?
Where did you grow up?
Sterling Heights Michigan
Which talent would you most like to have?
To be more athletic, being able to improve my current running pace by 20 percent and improve my stamina. It's important to me to keep up with my boys.