Promoting technicians to management

[Mike Davis]

Hi all:

Looking for some advice on getting a technician up and running as a service manager. I currently have a technician that works in the department that is interested in a management position. What advice would those of you out there that have experience in this transition give both to myself as service director and to the technician as he starts in this new position? What are the hard lessons that you learned doing this that we could benefit from? The tech has the intelligence and knowledge but lacks experience. What training is out there that you have all had luck with in bringing the new person up to speed in this position? Any help is greatly appreciated.

Thanks
Mike

[mbowers]

Check the Industry Events calendar on the Dealer's Edge home page.

Net Profit Inc. has a week-long service manager's training program in mid-April.

And the International Service and Parts Summit in Orlando in May is a good way to get expert answers to any questions your guy has.

[lovemotors]

Net-Profit inc. is a very talented organization and would be very good for your rising tech. Ed Kovalcheck really knows what he is doing when it comes to dealerships. He was very helpful to me.

[sallen1]

The technical background is really helpful but the missing element will be 'customer handling'. I've thought that Service Advisors make pretty good service managers but ours have come from the technician ranks.

Overall, its been very good for us. My service manager (was the shop foreman) and the shop foreman were both techs before moving up. Both are very capable and I'm lucky to have them. Our customers are very complementary of them, too!

Their customer handling skills are a result of 'baptism by fire' ! You have to support the decisions made by your manager-trainees and not micromanage the system. All this flows from the top (re: dealer).

The training programs suggested by Mr. Bowers will help in understanding the 'big picture' as well as the financial aspects, but the key to succesful and productive managers is their relationship with your customers AND employees.

scott

[Hank D]

Anyone going into service management needs to spend time on the firing line. Whether promoting a tech or hiring from outside, 2 to 4 weeks behind a service writers desk is invaluable. There is no better place to learn manufacturers policies and procedures, warranty requirements, customer handling, scheduling problems, interdepartmental challenges, etc. The training mentioned above would more than pay for itself in the long run. A mentor at another dealership of the same franchise can work well, too, especially when it comes to procedures and daily activities.

[Patrick]

I have promoted technicians to a management postion in the past and it failed. There are few technicians that are able to make the transition from "one of them to one of us" I found them to be very defensive of the techs in the shop when dealing with customers that have a repeat repair. This happens even when the tech was blatantly wrong in diagnosis or repair. They tend to allow the shop to manage them because they want to remain on good terms with the old friends. Its a tough spot to be in. If I do it again, it will be a slower process. Team leader, ASM, then to management.
Good luck...

[warr_wiz]

After 20 years as a flat rate technician, I was "awarded" the service manager position at my current dealer. Since November, the stores CSI has more than doubled, warranty costs are down, customer pay labor is up, and the bottom line of the service department in so far on the + side. I use the thinking of both the technician and the customer, and use that to make many decisions. (I don't drive a GM vehicle so I know what the customers feel...I know, I know,..bad for image, but no payments)The customer may not always be right but he/she always has a right to be heard. And the techs deserve to be payed for their work. And they are held fully responsible for that work they are being payed to do. Give me another 6 months, and if I can still post here, you'll know it's still working.

[This message has been edited by warr_wiz (edited 04-20-2000).]

[This message has been edited by warr_wiz (edited 04-20-2000).]