Phil Rubenstein on leadership: Six core values at the heart of a century-old company
The following story was featured on syracuse.com as part of their weekly “Conversations on Leadership” column. By Stan Linhorst | StanLinhorst@gmail.com United Radio celebrates its 100th anniversary in January. Jacob Rubenstein founded the company in 1923 as a radio repair shop on Salina Street in downtown Syracuse. Over the past century, the company adapted to changing demands and opportunities but remained family owned – now led by the third generation. Phil Rubenstein assumed the presidency from his father, Arnie, in 2005. Rubenstein and his sister, Mara Charlamb, who is vice president, are sole owners of the company. Rubenstein said United Radio’s work covers three broad divisions. The automotive division is the largest and operates globally, repairing, re-manufacturing, and distributing any electronic device that runs off a vehicle’s battery. That includes things like instrument clusters, climate controls, engine-control modules, satellite radio, rear-seat entertainment, and so on. Automotive devices arrive at the company on Enterprise Parkway in DeWitt from more than 140 countries. The consumer electronics division handles products like audio equipment, home-theater systems, and video-game devices. The third division, concentrated in Upstate New York, sells, distributes, and repairs communication devices, mainly for people who need to talk or signal over systems other than cellular phones. “The first things that come to mind are police and fire, first responders if you will,” Rubenstein said. “But also we’re involved in other industries – delivery services, landscapers, anybody with a fleet of vehicles that need to speak to one another.” Rubenstein says the company has thrived for decades guided by a belief in six core values that create lasting relationships, adapt to business challenges, and enrich lives. A leader in that kind of culture is always learning, always curious, always authentically themselves. Give me some scale of the company – number of employees, your expansions in Georgia and Utah, and similar descriptions. Our employment goes as high as 700 employees. We’re closer to about 640 right now, about 450 of which are here in Central New York. The rest are in Georgia and Utah. Our workforce tends to follow a little bit of our seasons, so we use contract employees, particularly in our gaming-repair centers. In the summer months, people aren’t breaking their video games as much because they’re outside having fun. As the holiday season approaches, and typically into late February and early March, we can be processing as many as 3,000 to 4,000 units a day. So we bring in contract employees at that time of year and that’s when we have our highest numbers in terms of employment. There is a logistical advantage with our locations. Our location in Peachtree City, Georgia, is about 20 minutes south of the Atlanta airport. With our facilities now in Salt Lake City, we can cover the entire country in three-day ground shipping. We determined that we needed something in the Western part of the United States. We started looking for spaces toward the end of 2020. It was probably not the best time to be traveling and probably not the best time to be looking at expansion, but it really was the right timing for us. Our Salt Lake City facility opened in December 2021. We started there in a sublet facility of about 36,000 square feet that we set up to get going on a project for a partner out there. In February, we started moving into our 148,000-square-foot facility that we will be growing into. We had our official grand opening Aug. 4. I’d like to ask about your dad, Arnie. He’s so well known locally, both in business and also for his community involvement. What’s his role now? Historian. (Laughter) He’s chairman of the board, but he is fully retired at this point. He does come into the office every day. He and I share an office. I take full advantage of that, because I can turn around and ask him questions. He spends most of his time here working on personal stuff. My mom (Libby) and dad were very good role models. My parents were very involved in the community and I got to experience that and watch them. Were you in leadership roles growing up? I am an Eagle Scout and spent many years involved in Boy Scouts and worked my way up through leadership in the Boy Scouts. I would say that’s where I learned quite a bit of my leadership and leadership skills – obviously in addition to observing my parents in leadership roles. In Boy Scouts, I worked my way up through like quartermaster – I think I started as bugler. But quartermaster and assistant patrol leader, patrol leader, assistant senior patrol leader. I was senior patrol leader for a number of years. I attribute much of my leadership education to the Scouts. Give me an example of an instructive moment in Scouting. There were a lot of them. (Laughter) I remember when I first became the senior patrol leader – basically in charge of the troop, if you will. I took on that role from someone who had a much different style than I did. I tried to be like what I had seen him be as a senior patrol leader and realized that wasn’t me and that it wasn’t going to work. Granted, I was young, so I was still developing my leadership style. There were some rocky moments in the transition and I learned from them. Everybody leads differently. What I learned is that just because somebody’s style is different, doesn’t mean it’s right or wrong; it’s just different. I see that at United Radio very profoundly in one of our core values, which is that our differences make us stronger. We need to look for and value and celebrate differences in people and not try to make everybody the same. Being authentic is how we should be every day. It’s what trust is built on – being who you are and being authentic and being consistent. Thanks for a great insight, but I interrupted your
Mike Fabery to take part in Remanufacturing Sectors: Consumer Products webinar
Mike Fabery, United Radio Automotive Operations manager will take part in Remanufacturing Sectors: Consumer Products webinar. November 9, 2022, 10:00 am EDT Description This is the second webinar in a new series where RIC will explore different sectors of the remanufacturing industry. Attendees will gain insight into other sectors and learn how they are similar to, and different from, their own industry. As we have done in past webinars, we will bring together experts on this topic from various perspectives. Following panelist presentations there will be time for questions from the audience. The registration link will give you the opportunity to submit specific questions in advance. You will also have the opportunity to submit questions during the webinar. Learning Objectives Learn the difference between refurbishing and remanufacturing in the Consumer Products sector. Hear how a company decides what level of effort to put into a Consumer Product before remarketing it. Understand how Consumer Products are remarketed and what impact that has on the sale of new products.
United Radio hosts SCSD, SSEP, and MACNY members
Teachers representing a variety of elementary and middle level schools from within the Syracuse City School District (SCSD), along with members of the Smart Start Externship Program and MACNY’s Workforce Development team, took part in a tour of our United Radio East Syracuse campus in August. Led by United Radio Human Resources Manager James Branch, the group toured the three-building campus to learn more about how United Radio provides remanufacturing and repair solutions for electronics providers worldwide. Mike Fabery, Automotive Division Operations Manager, discussed how this division provides efficient integrated solutions to manufacturers, dealers and other automotive businesses. Margaret Kelly, Director of Strategic Initiatives and Communications for our Consumer Division, gave an overview of after-the-sales service solutions the division provides to the electronics industry during a tour of the facility. The Smart Start Externship is an opportunity for teachers to observe and interact with a company, like United Radio, and have a real-world business experience to bring back to the classroom. Through this program, teachers learn to work together to create an interdisciplinary, project-based lesson(s) to use with their students. The Smart Start Externship Project will also provide teachers with industry exposure and to apply in the classroom. This experience is the springboard to opening future doors and opportunities for interaction between the SCSD and United Radio.
United Radio takes part in SCSD ITC Summer Bridge Program
United Radio employees Mike Fabery and Daniel Salisbury represented United Radio in the Syracuse City School District’s Institute of Technology Central’s P-TECH Summer Bridge Program. Three groups of 10th graders made presentations to Mike and Daniel on providing solutions to the business challenge, “How to share lessons learned on repair of products for crossover training of technicians or future employees.” According to Mike Fabery, “The students provided solutions we hadn’t even thought about!” Business Challenge to the students At United Radio, we service all types of electronics. Whether it’s a handheld two-way radio, a stereo receiver from your house, or a sound system in your vehicle, we repair a diverse array of products. We have specialized technicians who can determine the root cause of the problem and repair the unit so it is fully functional again. But what happens when that tech learns of a solution? What if the same failure happens again? How do you know what you did before? Before computers and the availability of electronic schematics, we received paper schematics. So, if you were a technician and found a problem, you could make a note on the schematic of what you found. With today’s technology, although it is more efficient, it is often hard to create a common process of how to share the information. We are asking the teams to suggest a solution that would be easily accessible to any of the technical staff and focused on the model number of the unit. We would like a technician to be able to find out past failures that we have seen before, if any. Possibilities are a Web portal, Spreadsheet, or other electronic medium to perform that search. The information should include the model number of the unit, complaint of the problem, solution found, and the ability to upload photos or other materials. A plus would have a way to track the quantity of solutions as well. Business Solutions from the students Below are the three PowerPoint presentations with each group’s proposed solutions. 10th Grade P-Tech Summer Bridge Presentation UR Solution The website addon Thanks to Mike and Daniel for taking part in this program!
United Radio to hold grand opening of new Salt Lake City operation
SYRACUSE, NY — United Radio, a provider of remanufacturing and repair solutions for the electronics industry worldwide, will hold a grand opening celebration of its new Western Operation located in Salt Lake City on Thursday, August 4th. The ceremony is scheduled to begin at 3:30 p.m. and includes tours, a cocktail reception and dinner for invited guests. Earlier in the day, United Radio will be hosting a Service Summit session, bringing together leaders in their industry to network, share problem-solving ideas and more. Headquartered in Syracuse, NY, United Radio first operated a temporary location in Salt Lake City starting in December of 2020. The new facility, which has just over 146,000 square feet, is located at 1635 South 5070 West, Suite A1 in Salt Lake City. “The expansion to Salt Lake City has allowed us to better meet from the needs of our customers on the west coast, as well as provide better coverage throughout the entire country,” said Phillip Rubenstein, United Radio President. “United Radio has been able to expand our capabilities and meet our customer’s ever-growing needs with our new, larger facility.” United Radio is also looking to hire workers for electronics repair, warehouse operations and administrative positions at its Salt Lake City location. “We search for dynamic, goal-oriented individuals with an entrepreneurial spirit to share our vision and commitment to excellence,” said Mara Charlamb, United Radio Vice President and Human Resources Director. “Customer service begins and ends with a positive attitude. Attitude is everything and we often hire attitude and teach skill. Our people are what makes us great. If you are looking for a diverse, stable, safe, fun, and dynamic workplace, we have a position for you.” Headquartered in Syracuse, NY, and with repair and distribution centers in Peachtree City, GA and Salt Lake City, UT, United Radio is able to provide repair and remanufacturing solutions to electronics manufacturers worldwide. Focusing on automotive electronics, consumer electronics, communications products and advanced research and development, the 99-year-old company has established itself as a world leader in creating innovative solutions to the emerging technological needs of its customers.
United Radio employees featured on WAER podcast
United Radio employees Brad Wiley, Apriah Scruggs-Muhammad and Mike Fabery were featured in this WAER FM-88 City Limits podcast, “A Working Dilemma – Filling the Job Vacancy Void with Technical Training?” Businesses and manufacturers in Central New York frequently say they have job openings but, the local workforce lacks the necessary qualified candidates with college degrees, specific skill sets and certified job training. The job vacancy dilemma has educators and businesses looking to CTE – Career and Technical Education with many career pathways that students can explore. Does it work? John Smith speaks to Syracuse City School Administrators, students and businesses to find out. To hear the 24 minute podcast click here . To hear the segment with Brad and Apriah, jump ahead to the 12:05 minute mark of the podcast. To hear segment with Mike, just ahead to the 16:28 minute mark of the podcast.
Leslie English named Communications Division General Manager
United Radio welcomes Leslie English as the company’s new Communications Division General Manager. The Communications Division mission is to help people return home safely through the work of its installations, on-site field, and two-way radio repair and sales teams. As General Manager, English plans to incorporate her vast knowledge of business operations, leadership, and strategy to strengthen the division’s market share, customer service and employee satisfaction. English previously owned and operated an award-winning local Dale Carnegie Franchise that covered 23 counties in Central New York. “We will be providing creative solutions to customers to help them with their communications needs, as well as utilizing our extensive skill sets to become invaluable assets in our fields of expertise,” said English. “Most importantly we are designing a customer-centric approach to everything we do, beginning with a ‘customer destination’ experience within the division as well as a consultative approach with all of our interactions. We will be a resource both in-person and virtually, that offers support, education, and networking opportunities for new and existing clients. My team is very proud to live and work next to the customers we serve.”
United Radio launches new UR Dealer Sales website
United Radio Automotive customers now have a quick and easy way to learn about the products and services offered by the Sales & Upgrades Department. For the first time ever the new website www.URDealerServices.com and sales catalog provides all our offerings in one place complete with application guides and install manuals. “Our solutions are custom tailored for sales and installation at a new car dealership’” said Dan Marafino, Sales & Upgrades Department Manager at United Radio. “We provide only the highest quality products sourced from a number of vendors combined with in-house designed harnessing and electronics to provide a seamless installation and excellent customer experience.” The website features an interactive Sales Catalog without pricing that a dealer can use to show products to their customers as well as install manuals and links to other United Radio websites such as www.URDealerServices.com and www.UnitedRadio.com. Dealers can request a priced version of the catalog via email. “We feel both our internal and external customers could benefit greatly from a better understanding of the products and services we offer here in the United Radio Sales & Upgrades Department. The new sales catalog and website should act as an easy resource to help do just that ” added Marafino.
