Technician TRAINING WORKBOOK

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1 Technician TRAINING WORKBOOK XSELLERATOR Service Terminology Definitions... 2 Clocking Into-Out of XSELLERATOR Technician... 4 Logging On and Off a Work Order... 4 Recording Straight Time... 6 Requesting Parts from the Technician Window... 6 Viewing Service History from the Technician Window... 7 Adding Internal Messages to a Work Order from the Technician Window... 8 Creating a Quote for a Work Order... 8 Exercise Completion Notes Service Page 1

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 TM S e r v i c e T e r m i n o l o g y D e f i n i t i o 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. Complaint Type - Is the warranty complaint type that controls the Complaint Codes: e.g. Noise (all noise related), Performance, Operation, etc. 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 Color Is the vehicle color that does not follow the manufacturer s naming convention. It s a list of generic colors 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. S/Model Is the Manufacturer vehicle model code - i.e. TK 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, and Extended (applies only to GMPP). 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. Service Page 2

The Vehicle tab becomes available when all required customer information is entered and the button is

3 XSE L L E R A T O R TM S e r v i c e T e r m i n o l o g y D e f i n i t i o n s Customer and Vehicle Quick Entry window on the Customer tab the fields identified are required in most dealerships. The Vehicle tab becomes available when all required customer information is entered and the button is clicked. on the Vehicle tab at the top and the fields identified are required in most dealerships. Service Page 3

4 Clocking Into-Out of XSELLERATOR Technician The process of clocking in and out of XSELLERATOR TM 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 n g I n - O u t o f XSE L L E R A T O R TM - T e c h n i c i a n ** 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 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: P@ssw0rd to confirm a successful Clock In. When required to Clock Out, select your name from the dropdown and enter your Password. button to confirm a successful Clock Out. to close this window. 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 g g i n g O n a n d O f f a W o r k O r d e r In the Technician Log In window. Select your User Name button to access the dispatch screen Service Page 4

5 L o g g i n g O n a n d O f f a W o r k O r d e r button to populate a Work Order in the list. <Double click> on the work order you want to log into. on the case to select it. button to log into the case. 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). button to stop the time for the case. 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. 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. to close this window. Exercise 1 Logging On and Off a Work Order 1. Indicate four W/O #s and Case #s for each in the table below. E x e r c i s e 1 L o g g i n g O n a n d O f f a W o r k O r d e r Work Order # and Case # Service Page 5

6 Recording Straight Time When performing 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 n g S t r a i g h t T i m e From the Work Order Request/Symptom for WO# window. Select the case that requires the Straight Time authorization. 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. This will open the 3 rd Party Authorizing window. Input the Username and Password of the person authorizing the straight time. 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. 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 s t i n g P a r t s f r o m T h e T e c h n i c i a n W i n d o w From the Work Order Request/Symptom for WO# window. (Part Request) button to go to the Parts Request window. button to add a Parts request. Service Page 6

7 R e q u e s t i n g P a r t s f r o m T h e T e c h n i c i a n W i n d o w Input the Quantity and press <Tab> to move to the Part Description field and input the description. in the Case # field to open the drop-down and select the case number. button to send the request. to close this window. Viewing Service History from the Technician Window XSELLERATOR TM allows you to view the vehicle history from inside of a Work Order and if required, it can be reprinted. V i e w i n g S e r v i c e H i s t o r y f r o m T h e T e c h n i c i a n W i n d o w From the Work Order Request/Symptoms for W/O # window. (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. 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. Continue to until you exit all other windows. Service Page 7

8 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 r n a l M e s s a g e s t o a W o r k O r d e r f r o m T h e T e c h n i c i a n W i n d o w Select Fixed Operations > Work Orders (Internal Message) button to open the XSELLERATOR Internal Message NotePad window. Input in your story/recommendation or note. to save changes. to close the XSELLERATOR Internal Message NotePad window and to return to the Work Orders window. Creating a Quote for a Work Order Use the following procedure to add quotes to existing work orders. The Quote can 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 Q u o t e f o r a W o r k O r d e r From the Work Order Request/Symptoms for W/O # window. To go to Service Quoting from on the blank Labour Operation and type in the Quote Description. 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. in the Hours field and enter the estimated time <Tab>. 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. Service Page 8

9 C r e a t i n g a Q u o t e f o r a W o r k O r d e r to save changes. <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. If there are more concerns button to input those concerns. Verifying/Requesting Parts (Parts) Button (Part Request) button to go to the Parts Request window. button to add a Parts request. Input the Quantity and press <Tab> to move to the Part Description field and input the description. in the Line # field to open the drop-down and select the Line number. on the button to send the request. to close this window. button to go back to the Work Order window. Service Page 9

10 Exercise Completion Fill out the exercise tables below and submit the confirmation to your manager. E x e r c i s e C o m p l e t i o n Exercise 1 Creating a Quote for a Work Order Quote Line # EMPLOYEE NAME Service Page 10

11 Notes Service Page 11

Vehicle Cards. The Vehicle Cards screen is used to view cards. Authorized users may edit, create, and lock cards on this screen.

Vehicle Cards. The Vehicle Cards screen is used to view cards. Authorized users may edit, create, and lock cards on this screen. Vehicle Cards The Vehicle Cards screen is used to view cards. Authorized users may edit, create, and lock cards on this screen. Vehicle Card Search The Vehicle Card Search section of the Vehicle Cards