Muratec America, Inc. Service Training Procedures For Authorized Muratec Dealers

Transcription

1 Muratec America, Inc. For Authorized Muratec Dealers 2018

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3 Table of Contents 1. POLICY 4 2. OVERVIEW 4 3. THE BASICS 4 4. NATIONAL TRAINING FACILITY 5 5. OUR STAFF 6 6. TRAINING SCHEDULE 6 7. CLASS HOURS 6 8. BREAKS 6 9. TRAVEL PRODUCT RELEASE COURSE REQUIREMENTS CLASSRROM GUIDELINES PROFESSIONALISM CLASS CANCELLATION CLASSROOM MATERIAL/TOOLS SMOKING LAPTOPS & PHONE CALLS EMERGENCY INFORMATION DRESS CODE PASSING REQUIREMENT REINFORCEMENT RECOMMENDATIONS ADDITIONAL TRAINING SUPPORT 14 New Muratec Dealers 14 Field Training 14 Authorized Training Partners 15 Muratec America, Inc. 3

4 Service Training Operating Procedures 1. POLICY Muratec America, Inc. Service Training Department is dedicated to the service needs of its dealer network. Our goal is to maintain the highest level of quality in developing and implementing technical training programs. Our objective is to provide your technicians the knowledge and technical skills to be successful in their jobs so they add value and become a primary asset to your service organization. In order to maximize the effectiveness from our training programs, service management should ensure that each technician is fully prepared before registering in an instructor-led class. All dealers must be service trained by Muratec to be recognized as a full service dealer. 2. OVERVIEW This document will provide you with the necessary information you need in order to make your travel to our training facility as easy as possible. Included are links to airports, travel and hotel information, class information and cancellation policy. If you have any questions when making your arrangements, please do not hesitate to contact us at dpisacane@muratec.com. 3. THE BASICS There is no charge to attend the class. Class is scheduled to meet Monday through Wednesday from 9:00 a.m. to 4:30 p.m. and Thursday from 9:00 a.m. to 12:00 pm. Technicians do not need to bring tools; all necessary equipment will be provided. You may bring your own laptop computer if you would like to. If you do not have a laptop one will be provided. Please do not have the laptops configured to logon to a domain and they must have rights to install print drivers and software. Lunches are provided by Muratec. Muratec employees wear office casual; business attire is not required. Technicians receive all training material (Service Manuals, parts information, etc) in electronic format for the models covered during the class. If you stay at the Muratec recommended hotel, it will provide you with transportation to and from the hotel. You must confirm with the hotel the night before to have the van take you to the training center. If you miss the van, you are responsible for your own transportation to our training center. 4

5 4. NATIONAL TRAINING FACILITY Technical training on Muratec s full line of business products is offered at our headquarters location. Plano, Texas Location Muratec America, Inc East Plano Parkway, Suite 100 Plano, TX Contact: Service Training Manager, Dan Pisacane Phone: (469) Fax: (469) dpisacane@muratec.com Hours: 8:30 a.m. 5:30 p.m. Phone: (469) OUR STAFF Carl Mica Sr. Director of Technical Support and Information Systems Phone: (469) cmica@muratec.com Muratec America, Inc. 5

6 Dan Pisacane Sr. Manager, Technical Training (Instructor) Phone (469) TRAINING SCHEDULE The Training Department maintains the most current training schedule of classes offered at the Muratec Training Facility. We encourage you to plan ahead and enroll early. In the event it becomes necessary to cancel a class due to low enrollment or other situations, students will be notified at least two weeks in advance. A printable training schedule for the year is available on the Muratec Technical Support Web Site. Log on to the Muratec web site and click on Dealer Login. Enter your service username and password. Click on the Muratec Technical Training Schedule to download the current training schedule. 7. CLASS HOURS Class hours are 9:00 a.m. 4:30 p.m., Monday thru Wednesday and 9:00 a.m. 12:00 pm. Thursday. If for some reason you think you may be late, or unable to come to class, contact your instructor as soon as possible. Lunch is from 12:00 p.m. to 1:00 p.m. Muratec will provide lunches. 8. BREAKS Two 15-minute breaks (usually at 10:00 a.m. and 2:30 p.m.) will be given at the instructor s discretion. Complimentary coffee is available. Soft drinks, snakes, etc. are available from vending machines in the Muratec break room. Please clean up any trash, soda cans, coffee cups, etc. Refreshments are allowed in the classroom. The hotel will pick up at students 4:30 to return those back to the hotel. 6

7 9. TRAVEL Travel arrangements and expenses Qualifying Opening Order In some situations, Muratec will reimburse new dealers with qualifying opening orders for airfare or mileage (if driving to MAI) expenses at the flowing rate: Opening Order Airfare Reimbursement $12,500** up to $ $17,500 and up** up to $ (for up to 2 technicians) **60% of total opening order must be for equipment. The technician will be required to submit a receipt indicating the cost of the airfare during the training class to receive the reimbursement. If you are driving to MAI to attend service training, the reimbursement will be determined by calculating the distance from the technician s dealership to MAI headquarters (and back). The mileage reimbursement will be calculated at Muratec s current rate of.52 per mile. The technician will not be reimbursed for any additional miles driven during his / her time in Plano, TX while attending training class at MAI. Non-Qualifying Opening Order / Existing Dealer If you are a new dealer that does not qualify for airfare and/or mileage travel expense reimbursement or are an existing dealer attending service training class, you are responsible for their own travel and lodging expenses. Airports In either scenario mentioned previously, we ask that you make your own travel arrangements. There are two major airports; Dallas/ Fort Worth and Love Field. If you flying into Dallas, please arrange to arrive the day before class begins and plan to depart no earlier than 2:00 p.m. on Thursday. Due to the processing time at the airport and the minute travel time to the airport, try to plan your airline Muratec America, Inc. 7

8 departure accordingly. Local Airport Codes: DFW Dallas/Fort Worth International Airport: Approximately 30 miles / 30 minutes to Hampton Inn & Suites; 31 miles / 31 minutes to Muratec Training Facility DAL Dallas Love Field: Approximately 21 miles / 25 minutes to Hampton Inn & Suites; 22 miles / 28 minutes to Muratec Training Facility Preferred Hotel & Rates Qualifying Opening Order Muratec will pay the hotel cost for the (1) attending technician. Muratec will not pay for additional charges such as room service, in-room movies, telephone expenses and miscellaneous charges. When the class registration form is completed, Muratec will make a hotel reservation in the attendee s name. We will then forward a confirmation number back to the attendee. Technicians visiting Muratec for service training stay at: Hampton Inn & Suites Dallas/Plano-East 2813 E. President George Bush Highway Plano, Texas TEL: (972) FAX: (972) The Hampton Inn & Suites offers a complimentary breakfast, internet service and shuttle service to and from our office. If you wish to use the shuttle, be sure to confirm this with the hotel upon your arrival. Additional information, directions to the hotel, etc., can be located at the Hampton Inn & Suites website: ( 8

9 If you require transportation to one of the airports at the end of class, make your arrangements at least 24 hours prior to your arrival time at the airport with Super Shuttle or another shuttle service. You may want to check with your classmates departure time and ride together for a cheaper fare. Non-Qualifying Opening Order / Existing Dealers Most standard hotel chains are located in Plano. Technicians visiting Muratec for service training can stay at the Hampton Inn & Suites, 2813 E. President George Bush Hwy, Plano, TX 75074, (972) Technicians visiting Muratec for service training are eligible for our corporate rate of $ per night. If you wish to make reservations at the Hampton Inn & Suites, be sure to tell them you are attending a training class at Muratec. The Hampton Inn & Suites offers a complimentary breakfast, internet service and shuttle service to and from our office. If you wish to use the shuttle, be sure to confirm this with the hotel upon your arrival. Additional information, direction to the hotel, etc., can be found at the Hampton Inn & Suites website: ( Ground Transportation From the Airport Shuttle service to and from DFW and Love Field is available from several different companies such as: Super Shuttle, City Shuttle and taxi services. Most technicians attending the training class use the Super Shuttle for transportation from the airport to the hotel in Plano, TX. The hotel does not provide shuttle service to and from the airport. The cost is approximately $30.00-$ You may catch the shuttle curbside when you exit the baggage area or call (817) prior to traveling to Dallas for reservations. Please keep in mind the shuttle may make several stops before arriving at the hotel. Taxis are also available. The cost of a taxi will vary due to the number of taxi companies operating at the airport. Shuttle or taxi expenses are the responsibility of the technician. Upon arrival at the airport, acquire your luggage, then proceed outside the terminal and locate the signs indicating shuttle service. Determine the rate with the driver Muratec America, Inc. 9

10 prior to leaving the airport. For those renting a car, please note that the toll roads in Dallas are cashless and use either a toll tag, provided by the rental car company, or the license plate of the vehicle driving to collect tolls. To the Airport It is responsibility of the technician to make travel arrangements back to the airport at the end of class on Thursday. The hotel does not provide shuttle service to and from the airport. You may make arrangements with Super Shuttle, City Shuttle or taxi service for pick up at the hotel or the training center. If others in your class require similar transportation, the rates may be adjusted. Make arrangements 24 hours in advance. Ask the hotel for telephone numbers or Google them. 10. PRODUCT RELEASE Since it is our mutual aim to furnish end-users with the best possible service support, although not required, it is recommended a technician successfully complete a certified training program before shipment of newly introduced products. Training on Newly Released Products Service training on newly released products is developed and offered as a blended training program; having Web Based Training (WBT), followed by hands-on classroom training. In some cases, technicians with proven, specific training history may be able to achieve certification on new products entirely through the completion of on-line training and testing Receiving Technical Phone or Field Support To receive technical telephone support, it is not required a technician be product certified. Technician can call the Muratec 800 Technical Support Line ( ). Only model number and serial number of the unit the technician is working on will be required. If a Trained Technician Leaves If a trained technician leaves a dealership, that dealership will still be considered "Technical Trained". It is recommended another technician attend a training class as soon as possible. 11. COURSE PREREQUISITES There are no prerequisites for both the instructor-led and online training programs. 10

11 However, if attending an instructor-led training class, it is recommended to review the on-line training program (if available) for the machines being in class. It is also recommended to review any service information available (e.g. Service Manuals, parts catalogs, etc.) for the units being covered in the classroom prior to attending a training class. 12 CLASSROOM GUIDELINES It is our desire to make each training session both pleasant and educational. Technicians are expected to come for the specific purpose of learning; that is where the Training Department places its maximum effort. All trainees shall conduct themselves in a professional manner at all times. This includes the lodging facility. 13 PROFESSIONALISM Discrete professional behavior is mandatory, both at the training center and the hotel. Unprofessional behavior, including unprofessional language, innuendos, etc. may result in disciplinary actions involving your manager. Your cooperation ensures a positive learning environment for all. Refrain from entering areas that are not related to your specific training, e.g., instructor s offices, storage area and other offices. Please do not loiter in the front lobby areas and remember to keep a low voice when talking to others in the building 14 CLASS CANCELLATION If the Training Department determines it is necessary to cancel a scheduled training course, we will provide notification of the cancellation no later than (2) two weeks prior to the start date of the course. The class is subject to cancellation unless three or more students confirm attendance. Should the dealer need to cancel and in order to service those who are signed up for a class and those who are on a waiting list, we kindly request that you fax or your cancellation form back to us at least two (2) weeks before class begins. 15 CLASSROOM MATERIAL/TOOLS Technical and Parts Documentation Each technician is provided electronic files Muratec America, Inc. 11

12 containing technical and parts documentation for the base product, and all accessories including handouts used in the class. Tools All tools necessary will be provided for classroom training. 16 SMOKING The Muratec training facility is a non-smoking facility. Smoking is permitted outside at the rear of the building only. Please use the cigarette urn for disposal. Your instructor will show you the designated smoking are on the building tour. 17 LAPTOPS & PHONE CALLS While in class, please turn off or mute your cell phones, pagers, etc. If you receive a phone call in class that you must take, discretely step outside the classroom. Students may bring their own laptops for use with course documentation and exercises. Muratec will provide laptops for those who do not bring a laptop to training. 18 EMERGENCY INFORMATION In the event of a fire, or other emergency, quickly and calmly leave the building from the nearest exit and meet your class/instructor in the parking lot at the rear of the building. Your instructor will point out the exits nearest your classroom, lobby and break room during orientation. Once outside, stay with your class so that the training staff can account for everyone. If an emergency arises that prevents you from returning to class, please contact your instructor immediately. 19 DRESS CODE Recognizing the changing nature of the workplace, Muratec s Training Facility allows business casual dress attire for students. Minimum dress requirements are (this is subject to change if the need arises): 12

13 Men Neatly pressed dress slacks, cotton/twill chino pants (i.e., Dockers) or corduroy Sweaters, collared or knit sport shirt (i.e., polo, banded or button down) Dress or casual shoes (i.e., docksiders, or penny loafers) in good, clean condition) Belt and Socks Sport coat, tie, or suit are optional Women Neatly pressed dress slacks or skirt, cotton/twill/chino pants (e.g. Dockers) or corduroys Dress shirts, blouses, sweater, knit sport shirt Dress or casual shoes in good, clean condition Inappropriate Attire Shorts, skorts, leggings, denim (blue jean material), sweat pants, etc. T-shirts, tank tops, halters, or sweatshirts Sneakers, sandals, work boots, etc. Clothing with additional writing/messages, other than the manufacturer s name or logo Wearing any type of hat or sunglasses indoors Last Day of Class Jeans and other casual attire will be permitted on the last day of class. 20 PASSING REQUIREMENT On-line Training Programs Minimum passing grades for on-line training and testing are specified within each training program and vary depending on the training program. Typically, a passing grade of 70% or better is required. A certificate will be issued upon a passing grade. Instructor-Led There are no review quizzes throughout the training week or a final exam at the conclusion of the classroom training. Technicians must attend and complete the week-long training class to receive a certificate. Muratec America, Inc. 13

14 21 REINFORCEMENT RECOMMENDATIONS MAI strongly recommends that each technician be assigned actual field service calls on products for which he or she has received recent training and certification, in order to gain experience on the product. Although your technician is returning with new skills and knowledge, the training just learned must be reinforced with actual hands-on field experience. 22 ADDITIONAL TRAINING SUPPORT New Muratec Dealers When a new dealership has signed on with Muratec and all the necessary paperwork has cleared, they will be given access to our Muratec Dealer Technical Support web site. They will access to all service related material to help them in the service and support of the Muratec products. This is intended to help the dealership service and support the Muratec products they are currently selling until a technician can be service trained either by completing an Online Training Program (of available) or attending training at the Muratec training facility. The dealer will have access to Muratec 800 ( ) Technical Support Line. If the dealership has qualified for free training, the dealership will have 90 days from the date of their opening order to attend training at the Muratec training facility or they will forfeit the free training qualifications. Field Training In certain circumstances, Muratec can provide onsite or regional technical training. The training may be obtained on an as available basis, upon written request to the Technical Education Director. The courses are identical in every way to the courses taught at the Muratec Training Center. It is recommended a minimum of six (6) and maximum of ten (10) technicians for these classes. The dealership is responsible for providing the necessary machines for the training and a suitable training environment free from interruptions. This program is subject to the following guidelines: All service technicians to be trained must be employees of Mura or an authorized Muratec dealer. All technicians in a field training class must be available on a 14

15 dedicated basis. They may not be removed from the class to perform service calls or other duties The agenda can be determined according to the needs of the attending dealers. Dealers pay for all travel related expenses incurred by the Muratec instructor. No field classes will be scheduled for newly launched products. Dealers are encouraged to enroll in a scheduled class at the Muratec training facility. All electrical, space, computer, and equipment requirements for training must be met. Detailed requirements that vary according to the type of equipment and number of students are provided when the onsite training request is processed. Training may take place at a branch, a dealer s facility, or at a suitable hotel when necessary. The cost for the hotel training room is the responsibility of the dealer(s) attending the training. As when training at the dealer s facility, all electrical, space, computer, and equipment requirements must meet satisfaction when using hotel rooms as well. Upon satisfactory conclusion of all administrative and billing requirements, training certifications will be forwarded to the technicians. Authorized Training Partners MAI currently does not provide an Authorized Training Partner" or "Train the Trainer" program. Muratec America, Inc. 15

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17 Muratec America, Inc E. Plano Parkway, Ste. 100 Plano, Texas (469) (Tel) (469) (Fax)