Technician Introduction to the Service Manager

Transcription

1 In this module we will learn about the following: Service Manager o Service Manager Basics o Service Manager Responsibilities o Service Manager Administration o Service Manager What they need from you! o Service Manager What you should request from your Service Manager! Depending on your dealership, your Service Manager may have duties that may vary or even cross responsibilities with others as needed.

2 Service Manager Basics A Service Manager is responsible for the daily operation and profitability of the Service Department. The Service Manager enforces the dealership s standards and directs the department s future. A Service Manager is the primary source for information regarding all Service Department activities.

3 Service Manager Basics The Service Manager establishes expectations and written objectives for the road and shop technicians. The Service Manager is acquainted with the needs and expectations of the customers of your dealership. The Service Manager is a liaison between the Service, Parts, Rental, CSSR, and Sales Departments as well as a liaison between your dealership and the end customer.

4 Service Manager Basics The Service Manager ensures that the Service Department is addressing any customer concerns or complaints and is ultimately responsible for the resolution of all service issues. The Service Manager creates and updates the Service Departments Policies and ensures that they are being followed by all of the Service Department staff.

5 Service Manager Responsibilities Increase your dealerships service sales and profitability from your existing Toyota and Non Toyota customers. Assists the New units sales and CSSR department with establishing new accounts for your dealership to service new & used equipment and long term rentals. Establishing and achieving the Service Departments yearly service sales goals.

6 Service Manager Responsibilities Ensuring that the Service Department has enough properly trained staff members (Both Technicians and administrative) to take care of the customers needs/volume of work. Manages the use of available technician hours which will maximize the billable hours and increase the service departments productivity. Manages the Service Departments expenses (new & used shop equipment, facilities, service vans, and shared tools).

7 Service Manager Responsibilities Ensures the dealership s service facilities are in proper order & repair. Continually monitors service operation reports (Warranty, Work in Process, Time Cards, etc). Completes' quality inspections on repaired units and follows up with customers after the repairs to help ensure the unit is repaired right the first time.

8 Service Manager Responsibilities Is responsible for ensuring repairs to the equipment are thoroughly tested and found defect free before returning the equipment to the customer. Distributes Toyota bulletins, product updates, or any other literature that may affect Service Operations and is responsible to instruct the Technicians on it s significance.

9 Service Manager Responsibilities Creates and distributes new service marketing material for customers. (Service specials such as tire replacement, coolant system flushing, transmission services, etc). Creates and confirms service labor costs, outside vendor service costs, and transportation costs for CSSR s or other requests for quotes. Monitors status of new unit preparations/make ready for delivery to customers. Approves contracts for Fleet Maintenance customers.

10 Service Manager Responsibilities Reviews Service Department training needs of technicians and administrative support. The Service Manager also arranges for class attendance and e learning completion. Hazmat: Confirms the Service Department is in compliance with all State and Federal laws. Safety: Confirms the Service Department is in compliance with all OSHA requirements.

11 Service Manager Responsibilities Holds regularly scheduled meetings with the road and shop Technicians. Provides current dealer and manufacturer updates, reviews technical bulletins, and provides refresher information to help keep the technicians updated on current events and safety. Looks for opportunities to exceed the Customer s expectations. Helps ensure the Service Department s paperwork flow is correct, efficient, and timely.

12 Service Manager Administration Work In Process (WIP): This report allows the Service Manager to see all of the Service Departments repairs by work order number. o This report lists out the work orders based on the length of time the work order has been open. o This allows the Service Manager to follow up on work orders that have been opened for a unusually long time and the Service Manager can investigate the cause.

13 Service Manager Administration Work In Process (WIP): This report allows the Service Manager to see all of the Service Departments repairs by work order number. o Work orders may still be open because parts are on back order, waiting on customer approval for additional work as a result of a current repair o Technician may have forgot to turn in the paperwork so the work order could be closed.

14 Service Manager Administration Quotes: The Service Manager normally reviews and approves all labor times for quotes on customer or dealer Rental repairs. o Basically, the Service Manager will assign the number of hours it will take the technician to complete a specified repair (Example, 1 hour to remove & replace a starter). The Service Manager can use the Toyota Flat Rate manual to help determine the correct labor, or they assign the amount of hours based on their experience of previous jobs.

15 Service Manager Administration The Toyota Territory Parts & Service Manager (TPSM) and Service Manager openly communicate to provide feedback from the dealership to the manufacturer. The Service Manager and TPSM work together to help resolve any customer issues or concerns. The Service Manager and TPSM work together to review service updates, training, and warranty updates.

16 Service Manager Administration The TPSM will personally visit each Service Manager in the territory to openly discuss and create action plans for service and parts operations and how to improve them at your dealership. Confirms technician and shop vans are in good working order and tracks the usage, repairs, and finally replacement of the fleet vehicles as needed.

17 Service Manager Administration Confirms technician and shop equipment are in good working order and tracks the usage, repairs, and finally replacement of the shop, field equipment, and tools as needed. Confirms the service facilities such as service doors, work pits, ventilation, lighting, and signage are in good working order and properly maintained.

18 Service Manager Administration Manages and confirms outside services are providing the necessary support to the dealership such as uniforms, waste oil, and parts cleaning solvents are kept in working order and replaced / removed from the facility on a regular basis. Confirms that a warrantable repair was completed.

19 Service Manager Administration Confirms that information on the work order supports the warranty claim.. Reviews Work Orders prior to Claim Submission. Is ultimately responsible for ensuring that the dealership recovers the dealer s costs (parts, labor, travel, cartage, fluids, etc.) for repairs made to the customers equipment.

20 Service Manager What they need from you! Open communication! Promptness on arriving to work or customers location when scheduled: o The Service Manager or Dispatcher may have arranged for you to start a customer repair at a specific time. It damages yours and the dealership s creditability if you cannot start a repair when promised to the customer.

21 Service Manager What they need from you! Clean and organized service van or work area: o Customer perception can be negatively impacted when your work van or shop area are in disarray. A clean shop van or work area presents a professional appearance and the atmosphere of we care.

22 Service Manager What they need from you! Timely Submission of Paperwork: Your Work Order..in it s simplest definition is a bill. o Until your paperwork is complete and submitted to the proper person at your dealership, it cannot be sent to the customer for payment. o This means it will stay on your Service Managers WIP report. o As the customer s pay the bills for repairs you made to their equipment, money comes into your dealership so the dealership can pay your wages/benefits, etc.

23 Service Manager What they need from you! Completely filling out of your Work Orders: Model / Serial Number (Of unit and or attachment) Hourmeter reading (Key On / When Condition First Verified) Date that Work Order was opened Accurate statement of the customer s complaint (Symptom) Detailed description of the defect or malfunction found by the technician (Cause) Describe/provide a detailed description of what you did to complete the repair (Remedy)

24 Service Manager What they need from you! Diagnostic information recorded by technician Complete list of parts used in the repair Confirmation of where the replaced parts are located for warranty repairs Documented times as to when the technician clocked ON and OFF the job

25 Service Manager What they need from you! Clearly written and detailed Work Orders. It is very helpful to be as descriptive as possible on your Work Order so if the customer should call and inquire about the work that was completed, your Service Manager can easily read what was completed and state this to the customer.

26 Service Manager What they need from you! Details such as left or right side headlight, back or bottom seat cushion, Steer or Drive tires, etc are critical to making sure the correct parts, and service labor are used when creating the Quote for the customer.

27 Service Manager What they need from you! Project a clean, neat, and professional public image at all times. Customer Satisfaction: o Be polite and courteous to every customer. o Clean up after yourself (Leave the area and equipment cleaner than when you arrived).

28 Service Manager What they need from you! Customer Satisfaction: o Review your completed repair with the customer. If its customer abuse (when possible) advise them how they might be able to prevent the issue from re occurring.

29 Service Manager What they need from you! Customer Satisfaction: o Answer any questions the customer may have (if you don t know the answer try & find it and get back with the customer. If you cannot find the answer see if your CSS or Service Manager can supply an answer to the customer). o Always thank the customer for their service business.

30 Service Manager What you should request from your Service Manager! Request a complete list of direct phone numbers for your support staff at the dealership. If an issue or concern comes up while your at a customer, call them! Meet with your Service Manager on a regular basis to discuss any concerns or opportunities you have discovered.

31 Service Manager What you should request from your Service Manager! If you ve brought a customer s concern or issue to the attention of your Service Manager, request that they keep you informed about it. Training: Request to attend training classes when available and keep current with your e learning.

32 Service Manager Introduction Now that you ve successfully completed the Technician and Service Manager Introduction modules, its time for you to meet with your dealership s Service Manager before moving on to any of the other Introduction modules. Your Service Manager should arrange for you to complete any one of the remaining Introduction modules, then visit with that specific department. It s very important that you complete each specific Introduction module, then visit with that specific department before proceeding to the next. Spend time getting to know the Service Manager at your dealership. Review your Service Manager responsibilities, daily activities, and paperwork. If you have questions about the Technician or Service Manager positions that were not answered in these modules, you should ask your Service Manager during your meeting.