Our previous video interview focused on the additional costs incurred by a dealer that result from poorly trained service technicians. Our latest continues the cost management theme while focusing on the time accountability, or utilization, of service technicians. The top 20% of service technician organizations experience 94% utilization but the industry average is less than 80%. The impact of a “non-coached” service tech organization that is performing at an 80% utilization rate combine to add nearly 50% to the annualized cost of running that service and repair operation.
The importance of technician time accountability is the fourth of four current interviews between the Nexera management team and Cheryl Weedmark of in2 Communications.
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- First Call Effectiveness
- Parts Inventory Management
- Tech Training
- Time Accountability
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