After-sales technical support center
Automobile after-sales technical support center, referred to as GTAC (Geely Automotive After-Sales Technical Application Consultant). It is a platform organization that provides technical support for national Geely authorized service stations.
This is a professional technical team established by product engineers of Geely Automobile Service Company, technical and quality experts of manufacturing plants, product engineers of Geely Automobile Research Institute, technical engineers of our supporting parts enterprises and backbone members of regional Geely Maintenance Technician Association.
The original intention of GTAC is to solve difficult faults and provide convenient support for users in time. When a fault that is difficult to judge occurs, when GTAC is started, an expert consultation team can quickly go to the scene to find the cause of the fault and solve the difficult problems of users’ vehicles.
GTAC regularly organizes personnel to conduct technical exchanges or organize manufacturing company personnel to visit and investigate the market, and conduct technical and quality exchanges. At present, there are 277 registered technical experts.
Remote maintenance technical support system
Geely’s remote maintenance technical support system has established an information-based and platform-based channel for technical business and support communication between manufacturers and national service stations, and realized nationwide effective linkage, instant communication, information sharing and quick query of solutions to technical problems of vehicles in Geely’s service field, providing stronger support for solving technical problems of users’ vehicles, and has now made concerted efforts to solve technical problems. It integrates 7 modules and 28 functions, including notice announcement, maintenance case, knowledge forum, online examination, online training, technical assistance and membership center.
Changed the mode of technical assistance;
Has a strong technical information base;
Realize the systematization of technical information;
Realize the platformization of technical information;
Realize rapid diagnosis of technical difficult faults;
Realize the learning results of technical personnel of supervision outlets;
Realize distance education and guidance of technical assistance;
As of September 30, 2012, it has won the welcome and recognition of national maintenance technicians.
Registered members of the system: 18,129.
Total system visits: 2492625.
Implementation of technical assistance: 1,083 cases
System maintenance cases: 22,265 cases
Classic case of system: 3805 cases.
Construction of after-sales training system
The training of after-sales service personnel of Geely Automobile is mainly to assist the service station to cultivate endogenous talents, with the core goal of optimizing maintenance service level and improving customer satisfaction.
Since 2010, after-sales service training has been institutionalized, standardized and normalized.
Invest 10 million yuan in hardware to establish Geely Automobile Shanghai Training Center and Training Center to provide a learning environment for nearly 1,000 service providers from all over the country to improve their skills and provide intimate services.
At the same time, in the aspect of training software, various forms of teaching material development and in-depth curriculum planning and design have been carried out from teachers, teaching materials and courses.
From 2010 to September 2012, a total of 287 intensive training classes were organized, with 8341 trainees, and the training coverage of service providers reached 100%.
In order to better guide authorized service providers of Geely Automobile and fully and efficiently receive after-sales training education of Geely Automobile, Geely Automobile has built a perfect after-sales training system according to the training needs.
Rigorous training mechanism:
Qualifications — Certification before appointment.
Skill authentication mechanism — GMTC maintenance technology certification
— GKPC key post qualification certification
Three-level training organization:
Level 1 training organization — Centralized training organized by Geely Automobile.
Secondary training organization — Regional training is organized by provincial training demonstration stations.
Three-level training organization — Internal training organized by the service station
Diversified teaching mode:
Centralized classroom training — Pay attention to the combination of theory and practice and live experience.
Multimedia training — CD-ROM and Streaming Media Distance Training
Point-to-point coaching training — Expert on-site guidance training
Transfer training within the service station — Quickly copy and learn through internal training
All-round learning resources:
Online learning system — GTAC remote maintenance technical support system (technical learning platform) and EKP knowledge management platform.
Multimedia teaching materials — Teaching CD, streaming media course
Books and teaching materials — Maintenance manual, business manual, teaching PPT, teaching material courseware
Excellent lecturer team — Technical full-time lecturer, business chief lecturer, base technical expert, Taiwan Province after-sales service expert.