Discussion:
Service Department Structure

Couple of questions, trying to understand how other service departments are structured.

1. Technicians, how many- feild and shop?
2. Mid Management, what positions and how many.
3. Support staff, what positions and how many?
4. Upper management - what positions and how many.
5. Other positions?

My answers are as follows,
1. 37 Feild -and- 11 Shop
2. 1 Shop Foreman, 1 Dispatch, 1 Warranty and logistics admin.
3. 2 Service admin.
4. 1 Service Manager, 0 General Manager.
5. No other positions.
  • Posted 21 Apr 2011 02:48
  • Discussion started by MONGO
  • Pennsylvania, United States
Showing items 1 - 5 of 5 results.
A technician is only as good as his support. We have the experience and they are willing to work but our support staff attitude is crappy and it does not help and creates alot of tension. If I was a paying customer a our place I would honestly never go back just because of the attitude. Technicians need to be treated and supported just as any paying customer that walks thru the front door.
  • Posted 30 Apr 2011 11:16
  • Reply by tomas_s
  • Bahamas, Bahamas, The
I have always tried to keep the support:Technician ratio as close to 1:6 as possible. The big driver here is the experience and work ethic of the support staff.
  • Posted 27 Apr 2011 04:09
  • Reply by killer_rabbit
  • Minnesota, United States
That should help others that can give their perspectives. Of course their is a big difference between auto & lift trucks business & that being in the auto industry the customers come to the dealer via drive or tow truck service. In lift trucks the total cost of service vans, on board inventory, pick up & delivery trucks (with daily usage, often low boy types for big units etc. etc. are added costs and typically much larger geography with much less population probably factor in to some of these ratio differences. Auto folks generally are confined to their immediate marking area, say 20 mi radius of the dealer ship for 80% of their business. Auto dealers are more like "drug" store approach to marketing and often easy to get to - "on a freeway" near you or other highly travel road..
  • Posted 25 Apr 2011 22:37
  • Reply by johnr_j
  • Georgia, United States
"Have An Exceptional Day!"
I understand that to completely understand the complete make up we must examine all the criteria that you listed above, however I am simply interested in the support staff to technician ratio. I should of been more clear about my expectations from my question. I am trying to understand if there might be an industry standard, I have visited several automotive dealers, they seem to run 3 to 4 technicians to 1 support member in my experiences. Our industry doesn't seem to be willing to allow such a saturated support staff?
  • Posted 25 Apr 2011 12:04
  • Modified 25 Apr 2011 12:08 by poster
  • Reply by MONGO
  • Pennsylvania, United States
Others certainly have more in site than I would.
But I would think before any one can answer that would need more information like current truck population your are servicing and other things like average income currently being produced by service tech - separate road vs shop (shop folks tend to work on new equipment get ready, rental fleet & used reconditioning (ie in house billings) and those units that the road tech don't want to work on in the field - lol), etc. etc. etc etc..
  • Posted 21 Apr 2011 10:43
  • Reply by johnr_j
  • Georgia, United States
"Have An Exceptional Day!"

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