On how Volvo technicians’ jobs have changed as the brand rolls out new luxury, safety and electronic features
We knew this was coming. The vehicles are far more advanced than our technicians have had to deal with in the past. The type of work being done on the vehicles is changing. They are spending more time doing diagnostics and software, replacing heavy repairs.
On how Volvo is changing its technician training strategy
We’ve introduced new technologies, such as tablet-based applications, to help our technicians evolve in how they think about servicing the vehicles.
We are introducing a lot more product training to our curriculum. And we’re making vehicles available for technicians to drive, so that they can experience how the technologies work. It wasn’t so much of an issue years ago, when we didn’t have this wide array of active safety features.
We are adjusting how we do technical training beyond the physical repair of the car.
On helping dealers boost fixed-ops profits
The first priority is always to retain the business in our workshops. Lifetime parts and labor is a cornerstone offer for us. We’ve got a program called Service by Volvo, which includes lifetime parts, complimentary software and diagnostics as the core elements. It shows consumers the value of having their vehicles serviced at the dealership.
On providing parts and service for older Volvos
We have a very large population of older vehicles in our base, which has caused us to create a separate strategy aimed at capturing a greater share of consumers’ wallets. We want to retain as much of that business as possible.
We are launching an e-commerce site called Volvo Parts and Accessories Online. This will be our first foray into online retailing for genuine parts. It will open up a whole new channel of parts sales from our dealers to do-it-yourselfers. We are also aggressively pursuing the wholesale business.
On plans to expand other lines of business
We’ve introduced Volvo Collision and Damage, a price-match program aimed at securing a greater part of the collision repair business.
We are rolling out an enhanced certified paint and body program, much more than what we have today. We are also looking at how we can increase the penetration of accessories [sales]. That’s an untapped revenue source for us.