13
Technician Training Ford Workbook CANADA 4.82 | Service | 2016-08-04 | Page 1 Technician TRAINING WORKBOOK XSELLERATOR™ Service Terminology Definitions ......................................................................................... 2 Clocking Into-Out of XSELLERATOR™ – Technician ...................................................................................... 3 Logging On and Off a Work Order ................................................................................................................ 4 Recording Straight Time ............................................................................................................................... 6 Requesting Parts from the Technician Window ............................................................................................ 7 Viewing Service History from The Technician Window ................................................................................ 8 Adding Internal Messages to a Work Order from The Technician Window .................................................. 9 Creating a Quote for a Work Order ............................................................................................................. 10 Exercise Completion ................................................................................................................................... 12 Notes ........................................................................................................................................................... 13

Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

  • Upload
    vudien

  • View
    236

  • Download
    6

Embed Size (px)

Citation preview

Page 1: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 1

Technician TRAINING WORKBOOK

XSELLERATOR™ Service Terminology Definitions ......................................................................................... 2 Clocking Into-Out of XSELLERATOR™ – Technician ...................................................................................... 3 Logging On and Off a Work Order ................................................................................................................ 4 Recording Straight Time ............................................................................................................................... 6 Requesting Parts from the Technician Window ............................................................................................ 7 Viewing Service History from The Technician Window ................................................................................ 8 Adding Internal Messages to a Work Order from The Technician Window .................................................. 9 Creating a Quote for a Work Order ............................................................................................................. 10 Exercise Completion ................................................................................................................................... 12 Notes ........................................................................................................................................................... 13

Page 2: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 2

XSELLERATOR™ Service Terminology Definitions

The glossary below will help you become more familiar with XSELLERATOR™ Service terminology.

XSE L L E R A T O R T M Se r v i c e T e r m i no l og y D e f i n i t io n s

Associate – A generic term used to describe any person, organization, group, or other legal entity that a Dealership has a relationship with. Associates are stored in a central database that is accessible by all Dealership departments for their own relative transactions. There are 5 different types of Associates: Customers, Suppliers, Employees, Manufacturers, and Carriers.

Posting – This is the final stage of Work Order transaction. The function sends the appropriate charges to specified accounts, closing the Work Order, and preventing further editing.

Prospect Colour – Is the vehicle colour that does not follow the manufacturer’s naming convention. It’s a list of generic colours that is selectable from the drop-down. “Bronzemist” = Brown or “Onyx” = Black.

Request Symptoms – Is the customer’s complaint that generates a labor op field which will be worked on by the technician. The symptom is not changeable after the Tech copy has been printed. An additional Request Symptom can be an added operation.

Model/C – Is the Manufacturer vehicle model code – I.e. KU4EEP.

S/Type – Is the vehicle type – I.e. Car, Truck, Minivan, Sport Utility, MD Truck, Van.

Submission Type – Determines who pays for the work: Customer pay, Warranty, Internal, or 3rd Party Warranty.

Tasks – The system will automatically generate Tasks for employees to follow up with their customers (Based on a template assigned). The follow up tasks are generated after a Work Order is posted.

Unit # (or Unit Ref) – Is the vehicle stock number.

Vehicle ID – Every vehicle that is input into the system receives an I.D. number. The number is system-assigned in sequential order and references a vehicle. You may continue to reference the vehicles in your Inventory by their stock number as the Vehicle Id number does not replace the stock numbers.

Page 3: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 3

Clocking Into-Out of XSELLERATOR™ – Technician The process of clocking in and out of XSELLERATORTM is the electronic equivalent of punching a time card.

Employees that are required to track the hours worked can be set up to clock in and out of the system

electronically.

XSELLERATOR™ will track the times that employees are coming in, leaving for breaks, or going home for

the day. A report can be run to view the times and the total amount of hours worked in a given time

period.

Use the following procedure to explain how employees clock in and out.

C l o c k i ng In -O ut o f X S E L L E R A T O R T M - T ec h n i c i an

** Note – As this is a training database, your training password may not work. The procedures below show how to proceed once you are “live”.

From the Main Technician window, <Click> the button.

Select your name from the Employee field and input your Password (Password1).

Note – If your employee name does not appear in the dropdown use Technician, Employee and input the Password: Password1

<Click> to confirm a successful Clock In.

When required to Clock Out, select your name from the dropdown and enter your Password.

<Click> the button to confirm a successful Clock Out.

<Click> to close this window.

Page 4: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 4

Logging On and Off a Work Order Technicians need to record their elapsed time on their jobs. Use the following procedure to log on and log

off of work order cases.

L o gg i ng On a nd O f f a W o r k O r d e r

In the Technician Log In window.

Select your User Name.

<Click> the button to access the dispatch screen.

<Click> the button to populate a Work Order in the list.

<Double click> on the work order you want to log into.

<Click> on the case to select it.

<Click> the button to log into the case.

<Click> to confirm the successful logon.

Input the following information after the service has been performed on the case.

Cause statement.

Correction statement.

Cause Code (Only required if it is a warranty repair).

Odometer Out (If required).

<Click> the button to stop the time for the case.

<Click> to confirm the successful log off.

If you do not input the Cause Code prior to logging off a Warranty case, XSELLERATOR™ will not allow you to complete the case. You will then have to insert the Cause Code and then log out again.

<Click> to confirm the case has been completed.

Repeat for each case by <Clicking> for each additional case on the Work Order that needs to be logged on.

<Click> to close this window.

Page 5: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 5

Exercise 1 – Logging On and Off a Work Order

1. Indicate four W/O #s and Case #s for each in the table below.

Ex e r c i s e 1 – L og g ing On a nd Of f a Wo rk O r d e r

Work Order # and Case #

Page 6: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 6

Recording Straight Time When performing 3rd party warranty repairs to a vehicle, it may be necessary to request authorization for

extra diagnostic or repair time. This must be authorized by an employee with the proper security

clearance, typically a Shop Foreman or Manager. The following procedure allows the time to be recorded

separately from the other diagnostic/repair time.

R e c o r d i ng S t r a ig h t T i m e

From the Work Order Request/Symptom for WO# window.

Select the case that requires the Straight Time authorization.

<Click> on the (Straight Time) button to open the Cause/Correction window.

Input the amount of time being approved in the Approved Hours field.

Input the reason for the required extra diagnostic time in the Cause field.

<Click> the button.

Input the Username and Password of the person authorizing the straight time.

<Click> the button.

Note – The Technician will be automatically logged onto the job and the time clock will start. It is the Technician’s responsibility to ensure that he/she does not exceed the allotted straight time.

This will open the 3rd Party Authorizing window.

Page 7: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 7

Requesting Parts from the Technician Window You can send an electronic request for parts you require for the case. When possible the request should

be sent before the vehicle is brought into the shop. The Technician will spend less time waiting for parts

to be looked up and picked. The Parts department will receive the request and hold the parts until you

pick them up.

R e q u e st i ng Pa r t s f ro m T h e T e ch n i c i an W i nd ow

From the Work Order Request/Symptom for WO# window.

<Click> the (Part Request) button to go to the Parts Request window.

<Click> the button to add a Parts request.

<Click> the button.

Input the Quantity and press <Tab> to move to the Part Description field and input the description.

<Click> in the Case # field to open the drop-down and select the case number.

<Click> the button to send the request.

<Click> to close this window.

Page 8: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 8

Viewing Service History from The Technician Window XSELLERATOR™ allows you to view the vehicle history from inside of a Work Order and if required, it can

be reprinted.

Vi e w i n g Se r v i c e H i s t o r y f r o m T h e T e c hn i c i a n W in d ow

From the Work Order Request/Symptoms for W/O # window.

<Click> the (Service History) button to open the Service History Report window and view the vehicle’s service history.

<Double Click> on a selected Work Order to open the Service History Detail Report window.

Continue to <Click> until you exit all other windows.

The Service History Detail Report can be viewed on screen or can be printed. As this is a training database, we will not be printing the report.

Page 9: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 9

Adding Internal Messages to a Work Order from The Technician Window At times it is necessary to relay information to the Service Advisor or the front end service staff, adding

the information to the Internal Message window saves it to the Work Order for future reference. The

advisor has the ability to add the information to the printed notes for the customer, if required.

Ad d i n g I n t e rn a l M e ss a g e s t o a W o r k O r d e r f r om T h e T e ch n ic i a n Wi n dow

Select Fixed Operations > Work Orders.

<Click> the (Internal Message) button to open the XSELLERATOR™ Internal Message NotePad window.

Input in your story/recommendation or note.

<Click> to save changes.

<Click> to close the XSELLERATOR™ Internal Message NotePad window and to return to the Work Orders window.

Page 10: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 10

Creating a Quote for a Work Order Use the following procedure to add quotes to existing work orders. The Quote can be added to the

existing work order if the advisor gets an approval, or it can be stored for future reference, Quotes started

by the Technician will retain the original Technician information so that the work can go back to him or

her.

C r e a t i n g a Qu ot e f o r a W o r k O r d e r

From the Work Order Request/Symptoms for W/O # window.

<Click> the To go to Service Quoting form.

<Click> the button.

<Click> on the blank Labour Operation and type in the Quote Description.

<Click> in the Hours field and enter the estimated time <Tab>.

<Click> in the Technician/Group (Technician/Group) field and choose your name or another Technician/ Skill group that will be assigned to the job if it’s sold.

<Click> to save changes.

If there are more concerns, <Click> the button to input those concerns.

There are a few ways to do this. You can enter the concern, you can enter a labor op code, or you can <Double Click> and choose from the menu list available.

<Double Clicking> on the L/Op Code box will open up Mitchell OnDemand5 to allow you to easily look up labour times, parts and description.

Page 11: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 11

C r e a t i n g a Qu ot e f o r a W o r k O r d e r

Verifying/Requesting Parts

Change the Quote Status to Parts Pricing required, if you are a Communicator dealer, this will send a message to the parts department. When all the parts are input, the Parts Department will change it to ready for Advisor, notifying the advisor that the Quote it’s ready. If approved, you will get a message in the same manner and the job will be automatically assigned to you.

OR

<Click> the (Part Request) button to go to the Parts Request window.

<Click> the button.

Input the Quantity and press <Tab> to move to the Part Description field and input the description.

<Click> in the Line # field to open the drop-down and select the Line number.

<Click> the button to send the request.

<Click> to close this window.

<Click> on the button to go back to the Work Order window.

Page 12: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 12

Exercise Completion

Fill out the exercise tables below and submit the confirmation to your manager.

Ex e r c i s e C o m p l e t ion

Exercise 1 – Creating Quotes, please create at least 4(Four) quotes with labour description and prices, set the status to Part Pricing Required.

Quote Condition Line#

EMPLOYEE NAME

Page 13: Technician TRAINING WORKBOOK - QuorumDMSutrain.quorumdms.com/.../TechnicianTrainingWorkbookFordCANADA4.82.pdfTechnician Training Ford Workbook CANADA 4.82 ... Page 1 Technician TRAINING

Technician Training Ford Workbook CANADA 4.82

| Service | 2016-08-04 | Page 13

Notes