To further develop the skills of young talent in its aftersales support, Volvo Buses kicked off its global Key technician program first time ever within its Australia-wide dealer network on the 27th of May, 2013 at its Minto facilities.
The program aims to train technicians in product knowlege, servicing procedures, technical diagnostics and customer service skills.
”Our goal is to maintain a consistent standard of training and competence of our technicians across the dealer network, so a customer can effectively take their vehicle to any Volvo Buses dealer and receive the same level of service across the country,” said John Beattie, National Service Manager of Volvo Bus Australia.
The kick off event, held in the Volvo training centre in Sydney, saw presentations from the Volvo Buses aftersales team in latest product technology, including the recently launched new Volvo B5RLE hybrid bus chassis and the B11R coach chassis. The 25 participants underwent several technical assessments to ensure the remaining 18-24 months of the program will focus on the most important areas of training.
“Our techicians work on the customer interface long after the bus sale has been made. In order to deliver high quality customer service, it is important that they receive the best possible training to both perform at an optimal level and also advance their careers in aftersales support.
”The technicians will benefit from the program by receiving specific training in areas that have been indentified by the assessment results. As we have both new and experienced technicians attending the program, each individual will receive a customised training package that is tailored to their specific needs. This will utimately increase efficiency and productivity.”
The next stage of the program will be held towards the end of the year where each technician will receive their required training and undertake the next round of more advanced assessments.