Service and Repair Technicians and Time Accountability

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.

Table Compare Costs Underperforming Service Tech-1The 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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  1. First Call Effectiveness
  2. Parts Inventory Management
  3. Tech Training
  4. Time Accountability

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