Do workshop staff get trained up when a new brand comes into a dealership?
The question
Hi,
I've always been curious about the situation when an established car dealer takes on or is awarded a new franchise. Obviously they get the new signage and showroom stocked with the latest models plus the sales team are well versed about the brand and models. My concern is the workshop teams.
The mechanics and parts department etc. What is put in place so they are up to speed and able to work on the new brand effectively? If you have a team working with Opel, Renault or whatever for 30 odd years that will know them inside out. How do I know if I book my car in for something that they are adequately trained to complete the task for the new brand immediately?
Thanks
(Enjoy the site and the insights)
Asked by Rory R (in Cork) ·
Expert answer
Hi Rory,
Yes, there is usually quite a lot going on behind the scenes before a newly appointed dealer starts looking after customers’ cars.
When a manufacturer appoints a new dealer, it is not simply a matter of putting up the signs and delivering the demonstrators. The dealer has to meet the manufacturer’s aftersales standards as well. Those typically cover workshop equipment, brand-specific diagnostic systems, access to technical information, special tools, warranty procedures, parts systems and staff training.
Obviously, the existing technicians do not suddenly become experts on the new marque overnight, even if their underlying mechanical and diagnostic skills are transferable. Manufacturer training is very much an ongoing part of working in a franchised workshop rather than a once-off exercise, so this happens in dealers that have been selling the same brand for decades as well.
There may also be different levels of accreditation within the workshop. A dealer doesn't necessarily need every technician to have reached the highest level on every model before opening its doors. More specialised or difficult jobs can be allocated to technicians with the appropriate training and experience, while the manufacturer's technical support network can assist the workshop with particularly troublesome diagnoses.
The parts department has a similar transition. Staff need access to the new manufacturer's electronic parts catalogue, ordering and warranty systems and must learn the particular procedures and terminology used by that brand. The dealership also has to establish an appropriate stock of routine service and fast-moving parts.
In short, yeah, lots is done before a dealer starts selling a new brand, including training up mechanics and the parts department.
Answered by Shane O' Donoghue