Eric Arnum is the editor of Warranty Week, an online newsletter aimed at warranty management professionals. Following a stretch of more than 15 years performing market research in the telecommunications and electronic messaging industries, he has now turned his focus to the manufacturing industry's aftermarket, producing a weekly column analyzing warranty costs, claims processing, and management trends.
Arnum has performed consulting projects for a wide range of clients, including Silicon Graphics, AT&T EasyLink, the European Commission DG XIII, the Brazilian Ministry of the Environment, Sun Microsystems, cc:Mail, Informix, Qualcomm, RAI (Italian TV), and Soft-Switch. He also has presented his market research reports to customers of Lotus Development Corp., Compaq Services, United Messaging, and others. His articles have appeared in PC Week, Group Computing, Business Communications Review, Datamation, ComputerWorld, Computer Reseller News, and MTV SonicNet Music News.
Eric can be contacted at earnum@warrantyweek.com
Craig Reilly is the Director of Operations, Contractor Services Group (CSG) for Sears, Roebuck and Company, a Fortune 500 company, the number one retailer of Home Appliances, and the largest service organization in the United States. Craig is responsible for the operations and customer service of all contractor services for the CSG, a division of Sears Parts and Repair Services, including the Authorized Service Contractor (ASC) network and product installation. He also oversees the Sears National Claim Center in Dallas which is responsible for filing all warranty and contract claims serviced by the Sears Parts and Repair Services with the respective OEMs and 3rd party clients. Additionally, Craig has been directly involved in the ASC servicing of Home Appliances, Home Electronics, Home Improvement and Lawn/Garden industries, as well as the warranty and extended contract filing.
For the past 7 years, Craig focused his attention on metrics to drive increased productivity while increasing customer service and cost reductions in the contractor service sector. He has applied his analytical focus on the cost of service to include transactional expense, servicer part usage, warranty acceptance and rejection, fraudulent service, and customer service.
During his 22 year tenure with Sears, Craig held various positions in the Sears full-line stores including Store General Manager, Region Manager with responsibility for HVAC sales service and installation, Home Improvement product buyer and marketing. Craig earned a B.S. degree in Business Organization from the University of Montana and an MBA from the University of Central Florida.
Craig can be contacted at creill8@Sears.com.