TMHU Dealer Parts Support Policy Manual

Transcription

1 TMHU Dealer Parts Support Policy Manual TMHU Dealer Parts Support Policy Manual

2 Introduction Toyota Material Handling provides dealers with a variety of telephone numbers and contacts to help resolve concerns that the dealership may come across in the course of their daily routines. This document contains a listing of the contacts and phones numbers you can use when a concern arises as well as a guide for the information you will need to provide to the contact to receive the information you are seeking. You can print a copy of this document to keep for your reference. You may find it helpful to have this information at easy access during your daily work activities. How to Use This Document: You may either scroll through the document and read the items in order or select a title from the list to the left. When you select a title it will place you at the beginning of that section. It may be helpful for you to print the contact list as a reference as you go through this module. Please note that this document will list the names of the contacts in the Dealer Contact List only because those names may change occasionally. An updated Dealer Contact List can be found on tiedealers.com under the Dealer Parts Operation Manual tab. TMHU Dealer Parts Support Policy Manual

3 TABLE OF CONTENTS Table of Contents Dealer Contact List CSS Dealer Portal - Dealer Service Hotline EPC Fax Numbers Invoice/Parts Statements Marketing Programs Material Safety Data Sheets New Products Non-Parts Material Option Kits Parts Dealer Support 800 Line Parts Dealer Support Forms Parts Merchandising Materials Parts Pricing Parts Return Program Inquiries Parts & Service Bulletins Parts Technical Assistance Remanufactured Parts Program Repair Manuals, Operators, Manuals, etc Shipping Inquiries STARLIFT TMHU Dealer Parts Support Policy Manual 1-1

4 Dealer Contact List Subject Contact Name Contact Phone Number CSS Inquiries and Support 1. Bruce Marti (THMU) 2. Bob Mathias (TMHU) 1. (949) (425) DCS Distributor Service Hotline (888) Dealer Portal Dealer Service Hotline (877) EPC 1. Installation Support software problems 2. EPC content Fax Numbers 1. Parts Dealer Support (24 hours) 2. Other parts issues (Parts pricing, STARLIFT, etc.) Invoice/Parts Statements 1. Parts Invoice Distribution 2. Monthly Parts Statement Distribution 3. Claim Related Invoices (for Columbus PDC) Marketing Programs 1. Parts Marketing Programs 2. Toyota Genuine Quantity Discounts MSDS - Material Safety Data Sheets 1. Availability & Content 2. Distribution 1. Loren Porretto (TMHU) 2. Gary Owens (TIEM) 1. Parts Dealer Support Fax 2. Other Parts Issues Fax 1. Rick Cornish (TMHU) 2. Eddie Lee (TMHU) 3. Jessica Prewitt (TIEM) 1. Bruce Marti (TMHU) 2. Loren Porretto (TMHU) 1. Gary Owens (TIEM) 2. Loren Porretto (TMHU) 1. (949) Loren.Porretto@tmhu.com 2. (812) partstech@toyota-tiem.com 1. (888) (949) (949) Rick.Cornish@tmhu.com 2. (949) Eddie.Lee@tmhu.com 3. (888) (949) Bruce.Marti@tmhu.com 2. (949) Loren.Porretto@tmhu.com 1. (812) (949) Loren.Porretto@tmhu.com TMHU Dealer Parts Support Policy Manual 2-1

5 New Products 1. Technical inquiries 2. Ordering inquiries Non-Parts Material 1. DOT Fulfillment Customer Service 2. DOT Fulfillment 3. Parts Fiche, User Catalogs, Frame Reference Guides, Option Kit, Bulletin 4. Invoicing Option Kits 1. Technical Assistance 2. Bulletin Distribution Parts Dealer Support 800 Line (Available 8:00 AM to 5:00PM) Order inquiries Urgent backorder issues General parts inquiries Parts Dealer Support Forms Parts Merchandising Materials 1. Toyota Genuine parts 2. STARLIFT parts Parts Pricing Price update CD s Price Fact Sheets General pricing inquiries 1. Autumn DePalma (TIEM) 2. Parts Dealer Support 1. DOT Customer Service 2. DOT 3. Loren Porretto (TMHU) 4. Rick Cornish (TMHU) 1. Brendan Davis (TIEM) 2. Loren Porretto (TMHU) Gary Hoffman (TIEM) Jessica Prewitt (TIEM) Kelly Shelton (TIEM) Ed White (TIEM) 1. Parts Dealer Support 800 Line 2. Loren Porretto (TMHU) 1. Loren Porretto (TMHU) 2. David Pearlman (TMHU) Tom Zimmerman (TMHU) 1. (812) (888) (866) tmhu@dotprinter.com 3. (949) Loren.Porretto@tmhu.com 4. (949) Rick.Cornish@tmhu.com 1. (812) (949) Loren.Porretto@tmhu.com (888) (888) FAX 1. (888) (888) Fax 2. (949) Loren.Porretto@tmhu.com 1. (949) Loren.Porretto@tmhu.com 2. (800) (Press Option 4 ) (949) Tom.Zimmerman@tmhu.com TMHU Dealer Parts Support Policy Manual 2-2

6 Parts Return Program Inquiries TMP s 10% obsolescence Special returns Parts & Service Bulletins 1. Technical Assistance 2. Distribution Parts Technical Assistance (Forklift, Skid Steer Loader, Industrial Engines, Etc.) Remanufactured Parts Program 1. General Information 2. Core Return Credit Information Repair Manuals, Operators Manuals, etc. Shipping Inquiries General parts order shipments Carrier problems; Freight claims 1. Jessica Prewitt (TIEM) 2. STARLIFT 1. Gary Owens (TIEM) 2. Loren Porretto (TMHU) Brendan Davis (TIEM) Juan Flores (TIEM) Gary Owens (TIEM) 1. Loren Porretto (TMHU) 2. Lynne Sutton (TMHU) 1. DOT Fulfillment Center 2. Johnny Flinn (NFO) Autumn DePalma (TIEM) Jessica Prewitt (TIEM) Kelly Shelton (TIEM) Ed White (TIEM) 1. (888) (800) Press 3 1. (812) (949) Loren.Porretto@tmhu.com (812) partstech@toyota-tiem.com 1. (949) Loren.Porretto@tmhu.com 2. (949) Lynne.Sutton@tmhu.com 1. (888) (812) (888) STARLIFT (800) Press 1 for Research technical/captive inquiries. Press 2 for Competitive order status. (Competitive parts are part numbers only. Press 3 for Competitive shipping information/claims. Press 4 for STARLIFT Administrative Support. TMHU Dealer Parts Support Policy Manual 2-3

7 CSS TMHU provides a variety of services for the CSS and Parts Department. If you have a question or comments with regards to marketing or improving the efficiency of your department please contact the CSS and Parts Marketing Department with a description of the concern or comment. It is always very helpful if you include your name, dealership, dealer code and telephone number. TMHU Dealer Parts Support Policy Manual 3-1

8 Dealer Portal - Dealer Service Hotline The Dealer Portal Service Hotline was put into place to help the dealerships with any concerns they may experience when working with the SAP system. Prior to calling the hotline, try to determine if the concern is a result of a local problem with your computer or network. If you are experiencing hardware or network concerns the hotline may not be able to assist until the problem with your equipment is resolved. Computer software is very complicated and the more information you are able to provide about the problem or error the better equipped the hotline will be to resolve your concern. When you experience difficulty with the SAP system and wish to call the Dealer Portal Dealer Service Hotline at (877) , try to have as much of the following information available to provide to the hotline: Dealer code, login id (username) Contact information such as dealer code, telephone number and/or address The exact error message text An explanation of the steps that led to the error Any related SAP document numbers like Sales Order numbers, PO numbers, Warranty Claim numbers or other document numbers the hotline can use as a reference The master data information will help isolate the concern, i.e. Part numbers, Truck numbers and Customer numbers Date and time of error (if other than current time) Is this the first time the user has performed this task or were they able to do it successfully before? Has anything changed on the dealership computer system, i.e. system updates, crashed, etc. Does this concern happen frequently or is this a first time occurrence? Any other pertinent information Target delivery date - when does this request need to be complete by (is it critical, or is a lower priority?) TMHU Dealer Parts Support Policy Manual 4-1

9 If possible, a screen print of the error code or concern If you have been able to work around this problem in the past how have you accomplished your task? TMHU Dealer Parts Support Policy Manual 4-2

10 EPC TMHU attempts to provide the dealership with updates to the EPC several times annually. In some cases, there are difficulties loading and updating the CD onto the computer. If you experience a concern it is very helpful to provide the following information when contacting TMHU in Irvine, CA: Is this an initial installation or an update Has the program been successfully updated in the past Since the last update, has the computer crashed or been updated with any new software If you find an error in the content please report it to the Parts Technical Assistance number, (812) , immediately. Your concern can also be ed to partstech@toyota-tiem.com. The EPC content is produced in Japan so it is very important that clear, detailed information is provided when you report a concern. The following information is very helpful: Truck Model Serial Number: It is preferred that the dealership provide the data plate information but if that is not available, the frame number stamped on the frame is acceptable. The part number and name as it is listed in the EPC: It is important to record the part name exactly as it is recorded in the EPC because, as mentioned previously, all content for the EPC is developed in Japan and if a part is described using slang or a name that is commonly used in the field there may be a miscommunication of the part name. The PNC in which the part is located A detailed description of the concern TMHU Dealer Parts Support Policy Manual 5-1

11 Fax Numbers There times when it is necessary to fax information into Toyota for assistance. The Parts Dealer Support number (888) goes directly to TIEM in Indiana. The (949) number is located in Irvine, California. TMHU Dealer Parts Support Policy Manual 6-1

12 Invoice/Parts Statements Invoices and Parts Statements are generated by SAP and are automatically faxed or sent as an attachment in an to the dealer. If your dealership would like to change the way either of these documents is sent, please contact your TMHU representative with the proper delivery information. When contacting TMHU for assistance in locating information on an invoice or a parts statement, have the invoice or statement number as well as your customer number available. Claim related invoices for the Columbus PDC can be directed to your TIEM representative. The information required to provide assistance is as follows: Contact name Dealership code Claim number and Invoice number Description of concern TMHU Dealer Parts Support Policy Manual 7-1

13 Marketing Programs If you have any questions on parts marketing programs, please contact the CSS and Parts Marketing Department in Irvine, CA. If you reach a voice recording please leave a detailed message including: Contact name Dealership code and name Telephone number Information on the specific question you have concerning the marketing program TMHU Dealer Parts Support Policy Manual 8-1

14 MSDS (Material Safety Data Sheets) The Material Safety Data Sheets CD contains MSDS Sheets required by OSHA or other regulatory agencies. This disk will be supplied to all new dealer locations free-of-charge as required by OSHA regulations. If you have a question regarding a part or material and you do not have a MSDS CD, first contact Parts Technical Assistance, (812) , in Columbus, IN. If you provide them with the part number and or description of the material they may be able to provide you with the MSDS information you need. MSDS sheets not available on the MSDS CD must be procured by TIEM Parts Technical. The MSDS CDs are distributed from Irvine California. If you have a question with regards to the distribution of the MSDS CD please contact the TMHU representative in Irvine. If you reach a voice mail please leave a detailed message including: Contact name Dealership code and name Telephone number Information regarding your question about the MSDS TMHU Dealer Parts Support Policy Manual 9-1

15 New Products Parts numbers are added and changed in the TMHU parts system on a regular basis. The parts information is only updated when the dealership receives the new EPC CDs. For technical inquires you can contact the Parts Technical Assistance Number, (812) To improve your response time please, provide the following information: Contact name Dealership code and name address Telephone number Fax number Model and Serial number of the truck for which you are trying to receive information A detailed message of the concern, including PNC or references to the area in the EPC the part is located If you have ordering inquires, you can contact the Parts Dealer Support 800 Line, (888) To help them serve you please provide: Contact name Dealership code and name Telephone number Part number (received from parts technical) Description of the concern TMHU Dealer Parts Support Policy Manual 10-1

16 Non-Parts Material If you have a question with regards to an order placed to DOT Fulfillment Services, such as tracking, misshipped items and/or returns, the following information is helpful: Dealership code Order number Part number Shipping information If your internet access is down the DOT can be contacted at their toll free number, (866) When placing an order it is very helpful to have the following information available when contact DOT: The material number you wish to order Dealership code P.O. number Technical questions with regard to non-parts material are handled by TMHU in Irvine, CA. When contacting your TMHU representative the truck model number and, in some cases, the type of transmission may be requested when requesting assistance for information on non-parts material. Please note that DOT Fulfillment does not handle the invoicing for non-parts material. That function is handled by TMHU. You should have order and shipping information available prior to contacting your TMHU representative with an invoicing concern. TMHU Dealer Parts Support Policy Manual 11-1

17 Option Kits All technical questions for the Option Kit Bulletins are handled by the Parts Technical Assistance line, (812) To improve the service provided to you please have the following information available when contacting the hotline: Model and serial number of the truck Option kit description Option kit number If you have a question regarding the distribution of the Option Kit Bulletins please contact your TMHU representative in Irvine CA. The model and serial number of the truck and option kit number are very helpful in providing an answer your questions. If you receive voice mail please a detailed message including the following information: Contact name Dealership code and name Telephone number Information regarding your request TMHU Dealer Parts Support Policy Manual 12-1

18 Parts Dealer Support 800 Line All questions regarding order inquiries, backorder issues and general parts inquiries can be addressed to the Parts Dealer Support 800 line, (888) An 800 fax line is also available to you, (888) The Parts Dealer Support 800 Line s hours of operation are 8:00AM 5:00 PM EST. When contacting this line please have the following information available: Contact name Dealership code and name Telephone number Part number(s) Order reference number Detailed description of your concern This is especially important if you are asked to leave a message for a return telephone call. In some cases, you may need to fax information into the support line and you should include the above information. If you have placed a previous telephone call, provide that reference information as well. TMHU Dealer Parts Support Policy Manual 13-1

19 Parts Dealer Support Forms The Parts Dealer Support 800 Line can supply the following forms: Backorder Cancellation form Customer Drop Ship Order form Parts Purchase Order form TMHU can supply Remanufactured Parts Program Forms. TMHU Dealer Parts Support Policy Manual 14-1

20 Parts Merchandising Materials TMHU has multiple tools to help you market your Parts Department. Inquiries regarding Toyota Genuine parts marketing materials can be directed to the TMHU representative in Irvine and those regarding STARLIFT can be directed to the STARLIFT 800 number. Providing information about the marketing piece or marketing period is helpful when making a request. TMHU Dealer Parts Support Policy Manual 15-1

21 Parts Pricing Price changes may occur four (4) times in a year. In which case, TMHU will provide an updated price CD for your convenience. Questions regarding TMHU pricing should be directed to the Irvine office. To help answer any question you may have please provide: Part number Price Date of price update TMHU encourages you to report any price issues using the Parts Pricing Fact Sheet. The types of issues that should be reported are: Price out of line with competition Price of new part out of line with the old part Price out of line with similar parts Inconsistent prices for parts that fit on left and right sides such as the tilt cylinder A copy of the form is provided on the following page for your convenience. This form should be completed in its entirety to help TMHU research the concern. Once this form is completed it can be faxed to (949) At the top of the form enter the appropriate dealer code, name, fax number, phone number and contact name. Without this information it will be difficult for TMHU to return information on the pricing inquiry. Next, enter the Toyota part number, the dealer cost and suggested retail, the competitive part number, the dealer cost and suggested retail for the competitive part number and any additional comments. The bottom portion of the form is used by TMHU to generate a response to your request. TMHU Dealer Parts Support Policy Manual 16-1

22 TOYOTA PARTS FACT SHEET Dealer Code Dealer Fax Dealer Name Dealer Phone Dealer Contact Please send your pricing comments to: Parts Pricing Administrator, fax # Toyota Part Number Toyota Dealer Cost and Suggested Retail Competitive Part Number Competitive Dealer Cost and Suggested Retail Comments TMHU Response Will seek lower price from supplier and respond within two weeks. Competitive price is too low for Toyota to match. Toyota has reduced prices as detailed below. Other TMHU Dealer Parts Support Policy Manual 16-2

23 Parts Return Program Inquiries TMHU provides several return parts programs for dealerships. The return programs help improve the service to TMHU dealerships. The following categories of parts do not qualify for return except if shipped in error by the TIEM PARTS CENTER or supplier: Incomplete parts, multiple substitutions and repair kits Paint, lacquer, aerosols, chemical products and batteries Special service tools; the tool supplier handles claims for these items Advertising material, manuals and publications (For returns, please contact tiedealers.com or DOT Fulfillment Center) Other items not ordered directly from Toyota: i.e. parts purchases from another dealer Cores eligible for remanufactured parts return program Offline parts Option kits Quantity discount items The types of claims and procedures are described in the Dealer Parts Operations Manual and any inquires can be directed to the Parts Dealer Support 800 Line. The Parts Dealer Support 800 Line does not handle STARLIFT part returns. For assistance with STARLIFT parts please contact (800) In both cases, please provide the following information: Contact name Dealership code and name Return order number Scheduled return submission (TORA/10%) Detailed description of your concern TMHU Dealer Parts Support Policy Manual 17-1

24 Parts and Service Bulletins When required, TMHU will provide parts updates in Parts and Service Bulletins. If you have a technical concern with a Parts and Service Bulletin please contact the Parts Technical Assistance Line. Prior to calling the assistance line please have the following information available: Contact name Dealership code and name Telephone number Parts and Service Bulletin Number Detailed description of your concern All Parts and Service Bulletins are distributed from Irvine CA. If you have a distribution concern, please contact the Irvine number. The above information is very helpful to the Irvine staff when trying to resolve your concern. TMHU Dealer Parts Support Policy Manual 18-1

25 Parts Technical Assistance The Parts Technical Help Line is available to all Toyota Industrial Equipment dealer Parts Personnel to assist in the correct determination of parts for Toyota approved and recognized applications. The parts technical line can be accessed by calling (812) between the hours of 6:00 AM and 2:30 PM PST. Dealership Parts Personnel should always research the question and try to resolve the problem before contacting the Parts Technical Line. This includes, but is not limited to, requesting assistance from others within the Dealer Parts Department or from other main dealer locations. There are several areas where the help line can provide assistance to dealers. These instances include: 1. Interpreting EPC and catalog information that is unclear or unavailable. 2. Obtaining parts information for old industrial equipment where parts production has been discontinued and for industrial equipment that is not intended for the U.S.A. market. 3. Coordinating the TMHC Overseas Parts Operations in Japan or TIEM in Columbus, IN regarding part numbers that cannot be identified by parts technical or corrections to the EPC. 4. Coordinating with the Parts Distribution Center on stock issues involving physical inventories that can only be conducted with good reason. 5. Providing parts information on specialty built forklifts if specific information is provided. 6. Providing information from old Parts & Service Bulletins that the dealers may not have. TMHU Dealer Parts Support Policy Manual 19-1

26 In some instances the help line cannot provide assistance to dealers. These instances include: 1. Advising, recommending, or assisting dealers in the modification of any Toyota part, assembly or forklift. 2. Providing "blue prints," other dimensional drawings or proprietary information regarding Toyota parts. 3. Assisting with non-toyota attachments. 4. Providing part numbers for parts that are welded to the forklift. To request Parts Technical assistance, Dealer Parts Personnel should call (812) , fax (812) or the parts technical request form to Utilizing can expedite the response to your inquiry because the Technical Representative will have all of the necessary data to investigate your inquiry. There are a number of pieces of information required to process your request. The parts Technical Representative must have detailed information to research the problem so you should be prepared to leave a detailed message or compose a document containing the appropriate information. The information necessary to process your request includes: Contact name Dealership code and name Telephone number Complete model and frame serial number of the forklift Production date of the forklift EPC number or parts book you are using for the forklift Detailed explanation of the problem or nature of your inquiry TMHU Dealer Parts Support Policy Manual 19-2

27 And if applicable: Part number and part description in question Engine serial number Mast type Lifting height of the mast The information required to help process your request and where to locate it is described fully in the Dealer Parts Operation Manual. Only the Dealer Parts Department Personnel should contact the Parts Technical Line. Other dealership personnel or dealer customers should always coordinate with the Dealership Parts Department and should not call the Parts Technical Line directly. A representative of the Parts Technical Department will respond to each dealer's request in the order that the requests are received. When communicating with a TIEM Technical Representative, the dealer should be prepared to "walk through" the procedures taken to arrive at the answer. This may mean that the dealer will need EPC or other reference materials readily available when applicable. TMHU Dealer Parts Support Policy Manual 19-3

28 Remanufactured Parts Program A complete description of the Remanufactured Parts Program is provided in the Dealer Parts Operations Manual. If you request general information or core return credit information please use the provided Dealer Contact List for the proper telephone numbers. To better assist you please provide the following: All shipping information (if a core return question) Core return credit request reference number TMHU Dealer Parts Support Policy Manual 20-1

29 Repair Manuals, Operators Manuals, etc. Inquires for repair and operator manuals are handled by the DOT Fulfillment Center. The information required to assist you in these types of concerns includes: Contact name Dealership code and name Telephone number Model and serial number Description of your request The National Field Office (NFO) can assist with sourcing part numbers, if required. It should be noted that the NFO will not be able to assist with any thing other than sourcing part number and all other inquires will need to be done through DOT Fulfillment Center. TMHU Dealer Parts Support Policy Manual 21-1

30 Shipping Inquires In cases where you have a shipping concern the Parts Dealer Support 800 Line will assist you. To provide you the fastest possible resolution you will need to provide the following information: Contact name Dealership code and name Telephone number Part number Order reference number TMHU Dealer Parts Support Policy Manual 22-1

31 STARLIFT Concerns with STARLIFT parts can be reported to the STARLIFT 800 line or the 800 fax line. The numbers for this service are (800) 939-STAR (7827) and press 1 after the recording begins or fax (800) The hours of operation are 8:00 AM - 5:00 PM EST. The Part Research Group will provide part number research as well as pricing and availability information. Captive parts will be sold to TMHU dealers at the respective OEM suggested list price. STARLIFT part numbers will be provided as well as OEM part numbers for captive parts. The following information must be provided: OEM truck model Frame number Any other necessary information such as mast number, LP or gas, etc. Utilize the STARLIFT Technical Request Form for faxes and to determine the information required for a phone contact. Pads of the STARLIFT Technical Request Form can be ordered through tiedealers.com using part number Please note: TMHU can limit part research at its sole discretion for an individual dealer based on use of research versus orders placed. TMHU Dealer Parts Support Policy Manual 23-1