VOLVO CAR

SERVICE AND PARTS BUSINESS

Service Manager Bulletin
TITLE:

SAFE Best Practices
GROUP:

NO:

ISSUING DEPARTMENT:

CAR MARKET:

00

217

Volvo Car Performance Academy

United States

REFERENCE BULLETINS:

Service Personnel:
Read and initial

SERVICE
MANAGER

SERVICE
WRITER

ISSUE DATE:

STATUS DATE:

2014-07-30

2016-04-21

WARRANTY
ADMINISTRATOR

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“Right first time in Time”

SAFE Best Practices
SAFE provides Retailers with the opportunity to hire advanced entry-level technicians. This fills an
important resource need for Retailers who are growing their workshops to meet expanding service
capacity demands. SAFE graduates have elected to pursue Volvo careers subsequent to their technical
school training. They graduate having completed twelve core Volvo technical courses, which are
essential to successfully diagnose and repair the latest generation of Volvo platforms.
Given the investment costs to train an apprentice technician to this level the decision to hire a SAFE
graduate represents real value. When lost shop productivity and travel expenses are factored in, the cost
to train an apprentice to an equivalent skill level could easily exceed $20,000.
To maximize the potential of any new SAFE hire it is critical to effectively manage their transition
into your local workshop environment. The SAFE graduate must adapt to the unique procedures,
standards, and personalities of your shop. To do so they will require regular assessment and constructive
feedback. Bear in mind that SAFE graduates are likely relocating to work at your retailer. This may
require additional consideration by retailer management while they settle into their new surroundings.
We encourage you to implement the following recommendations and best practices where possible in
addition to the regular HR procedures to support the process.
The Best practices outlined below apply specifically to graduates of the SAFE program. Please refer to
Service Manager Bulletin SMB 00-287, “New Technician Action Plan”, for an outline of steps to bring a
new technician into your workshop.

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© 2016 VOLVO CAR USA, LLC

Service Manager Bulletin 00-217
BEST PRACTICES
1. Training History - Once the SAFE starting date is confirmed enter his/her information into your
retailer’s Personnel Master. This is an important step since graduates have credit for twelve Volvo
technical courses. The records can only be transferred if Personnel Master is updated.
2. Volvo Car Performance Academy – Once your new technician is entered into the Volvo Retailer
Communication Center (VRC2) he/she will be able to get into the Volvo Car Performance Academy
Portal. Here they can access training and information necessary to improve their competence and
performance. They can also view their training history, upcoming courses, and requirements.
3. Mentoring Program
a. One of the key factors to long-term success with a new SAFE hire is to have a comprehensive
mentoring program in place. It is particularly important to select a competent Master technician
who is willing to share time to coach and teach the SAFE graduate.
To promote a positive relationship the mentor should have the following practical attributes:
i. A thorough knowledge of shop practices and workflow including customer reception, parts
requisitions, billing, and closing out repair orders.
ii. Willingness to teach, with a special interest in helping another person to develop competence.
iii. Ability to maintain a high degree of objectivity with regard to the student’s “on the job”
performance.
iv. Personally reflect a positive attitude.
v. Be able to promote professional integrity.
b. A new technician’s access to a supportive mentor yields productivity and efficiency levels that
produce higher profits sooner. The mentor’s focus should be to assist the student’s integration
into the Retailer’s workflow processes and culture. As the entry-level technician progresses it
will be necessary to acquire the following values:
i. Managing CSI issues that are dependent on work quality.
ii. Meeting and exceeding the retailer’s performance criteria.
iii. Personal motivation techniques.
iv. Keeping the workday moving in a positive direction.
c. During the first nine months of employment, we recommend that service management set
mileposts for the graduate’s progress based on his/her ability to demonstrate competence with
diagnostic and hands-on skills. Regular counselling sessions should be scheduled to discuss the
performance. If special correction is required, please contact your Volvo Field resources such as
an FTS or AMM to assist.
4. Repair Order Process
SAFE graduates can benefit from targeted exposure to all phases of the shop’s workflow process and
procedures.
Consider the following:
a. Practice time punch procedures. Reinforce the careful planning and effective use of technician’s
time and explain that it is the product you are selling.
b. Review the importance of clear written communication particularly as it relates to “complaint,
cause, and correction” on an RO. Have the technician practice written/typing skills. Have the
SAFE graduate check completed repair orders to see how they’re written and what technician
notes were included.
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2016-04-21

Service Manager Bulletin 00-217
c. SAFE graduates should spend time at the service drive listening to customers to understand their
requirements and perspective.
d. Spend some time reviewing Quality Control methods that are in place including participating in
test drives.
e. Participate in service appointment scheduling by working with your Service Advisors.
5. On-site training initiatives
There are a number of resources readily available within the various retailer departments that can
be used to augment the training experience.
a. Apply cross training where possible. This should include an orientation to the parts department.
b. Identify appropriate web-based training courses and provide time to participate on a regular
basis.
c. Recommend participation in the ASE testing program. Provide incentives based on the level of
successful completion.
6. Technical Support Requirements
Guide the SAFE technician to invest in hand tools and test equipment appropriate to the level
of work they are being assigned. Explain safety procedures, equipment operation, and OSHA
requirements in your location.
7. Pay levels
When we have benchmarked starting hourly rates there has generally been a range based on the
prevailing market retailer labor rates. Rather than suggest a specific dollar amount we believe the
best approach is to use your existing rate structure and take a percentage of the rate being applied
to certified level technicians. Increases can then be tied to demonstrated progress toward a Master
rating.
It is important that a new hire develops attitudes, behaviors and the required competence level necessary
to meet the shops’ requirements. This includes a thorough understanding of the positive and negative
consequences of consistent performance. With the proper level of support a SAFE technician should
become a highly productive member of the workshop team.
Sincerely,
Volvo Car Performance Academy
Volvo Car USA, LLC

2016-04-21

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