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Parts Manager/Parts Specialist Competency ProfileDutiesMerchandiseA TheStoreBMarketParts &AccessoriesCompetencies*A-1 Developstore layoutA-2 DevelopmerchandisinglayoutA-3 MaintainstoreappearanceB-1 ProvidemarketingmaterialsB-2 ConductspecialmarketingeventsC-2 Manageparts orderingprocessB-3 DeveloppromotionalmaterialsD-2 ProvidecustomerserviceD-3 Enhanceproduct salesE-2 KeepcustomersinformedE-3 ProcesscustomerfeedbackF-2 Assign &train qualifiedstaffF-3 Complywith legalrequirementsF-4 ManageemployeeperformanceG-1 PrepareG-2 Createsales projections partsand inventorydepartmentforecastsbudgetH-1 DevelopH-2 Troublestandardshoot dailyoperatingissuesproceduresI-1 Participatein professionaldevelopmentG-3 AnalyzefinancialreportsG-4 ControlinventoryexpensesG-5 Reconcileledger to partsvalueH-3 Createquote bookH-4 Maintainequipment,files,& libraryH-5 PerformadministrativetasksManageC PartsInventoryC-1 MaintaininventorysystemSellD Parts &AccessoriesD-1 Preparefor daily andend-of-dayoperationsE-1 nageHumanResourcesManageG FinancialResourcesPerformH entF-1 Recruitnew employeesC-3 Controlparts inventoryand theftB-4 DevelopcompetitiveproductofferingsC-4 Updateparts inventoryB-5 DevelopsupplieralliancesD-4 Managespecial orders& lost partssales*These competencies represent actual Learning Guide titles. The Parts Manager position requiresachievement of all the 34 competencies listed. The Parts Specialist is expected to achieve the 22competencies that are shaded.Developed by:Sponsored by:
DACUM Research Chart forParts Manager & Parts SpecialistThis chart further expands on the knowledge, skills,behaviors, and materials needed to perform the dutiesand tasks of a parts manger or parts specialist.
DACUM RESEARCH CHART FOR WARRANTY ADMINISTRATORSThis chart breaks down key components of the duties and tasks that RV warranty administrators need to do their pair OrdersTASKSA-1 Verifycustomer vehicleinformationA-2 Check vehiclefor openrecalls/TSBsA-3 Review repairsand parts forauthorizationA-4 Verifycorrective actionsand componentinformationB-1 Verifytechnician time andparts billingB-2 Processwarranty claimdocumentsB-3 Processdefective warrantypartsB-4 Processwarranty paymentsC-1 NegotiatepaymentresponsibilityC-2 Explain repairand warranty statusC-3 Follow-up onopen recalls andTSBsC-4 Mediateresolutions betweencustomer andmanufacturerC-5 Report qualityconcerns tomanufacturersD-1 Monitordepartment budget,profit, and lossD-2 Maintainwarranty files andcorrespondenceD-3 Review repairrates and timesD-4 Requestmanufacturer laborrate increaseD-5 Maintain workflow andcommunicationsE-1 UpdatedealershippersonnelE-2 Conduct OJTfor support staffE-3 Obtainmanufacturer andindustrycertificationRepair OrdersBProcess WarrantyClaims, Parts, andPaymentsCMaintain Customerand ursue Training andProfessionalDevelopmentA-5 Verifytechnician time andparts billingA-6 Facilitateextended servicecontractsD-6 Nofitymanufactuer ofpotential lemon lawrepairs
DACUM RESEARCH CHART FOR WARRANTY ADMINISTRATORSThis chart further expands on the knowledge, skills, behaviors, and materials needed to perform the duties and tasks of awarranty administrator.General Knowledge and SkillsWorker BehaviorsProduct knowledgeOrganizational skillsComputer skillsCustomer servicePeople skillsTime management skillsCommunication skillsProblem solving skillsBasic accountingBasic math skillsWriting skillsPresentation skillsNegotiation skillsSelf fulTeam playerPositive attitudeDetail-orientedSense of humorTools, Equipment, Supplies and MaterialsFuture Trends and ConcernsComputersSoftware scannerOffice suppliesOffice furnitureFax machineCopierPrinterTelephoneReference materialsInternet accessDigital cameraTape measureStorage facilitiesShipping suppliesQuiet work placeSoftware upgradesElectronic filingStandardized claimsEconomyManufacturing proceduresQuality controlElectronic transfer of fundsFuel pricesInterest ratesProvide OEM warranty manufacturingStandardized proceduresManufacturer trainingLack of qualified techniciansGet correct parts quickerInformativePatientKnowledgeableGood listenerCreativeConfidentCompetentGood speakerGood leaderPunctualResourcefulNeatWell RORVDealer Acceptance FormDate of PurchaseManufacturerOriginal Equipment ManufacturerOn-the-Job TrainingPurchase OrderReturn Goods AuthorizationReturned Merchandise AuthorizationRepair OrderRecreational VehicleTSBCCCCCRTechnical Service Repair
Service Manager Competency ProfileDutiesManage ServiceA DepartmentWork FlowBProvideCustomerServiceGenerateC Service DepartmentRevenueCompetenciesA-1 Reviewwork statusB-1 Providecustomerhospitality/follow-upC-1 MarketservicespecialsA-2 ReviewcustomerappointmentscheduleB-2 SurveycustomersatisfactionC-2 Determine serviceoptions/referralsA-3 Assignrepair ordersB-3 ProvidecustomercourtesyassistanceC-3 Create anincentiveupsell programA-4 MonitorA-5 Reviewrepair ordersrepair ordersand work inand partsprogressneededB-4 Participate in communityevents & charitiesC-4 Managetechnician timeand payC-5 InitiatetradeagreementsI-4 InventoryshopequipmentI-5 DevelopservicedepartmentbudgetC-6 Maintainstock unitsD-1 Reviewprofit and lossreportD-2 Reviewopen repairorder reportManage HumanResourcesE-1 HirequalifiedemployeesSuperviseSupportStaffF-1 SetserviceproductivitygoalsG-1 PlanservicedepartmenttrainingH-1 Maintainfacility & staffprofessionalappearanceI-1 Performshop and fleetmaintenanceE-2 Manageemployee workschedule andfilesF-2 Managesupport staffworkReviewD AdministrativeReportsEFTrain ServiceG DepartmentStaffPromoteH PublicRelationsIPerformAdministrativeActivitiesD-3 Reviewproductivityand efficiencyreportsE-3 EvaluateemployeeperformanceG-2 ProvideservicedepartmenttrainingH-2 Maintain relationships withthe community and industryorganizationsI-2 Maintainshop safety &securityI-3 PerformshopadministrativetasksThese competencies represent actual Learning Guide titles for the Service Manager position. RVDAcertification requires achievement of all the 32 competencies listed.Sponsored by:
DACUM Research Chart forService ManagerThis chart further expands on the knowledge, skills, behaviors, and materialsneeded to perform the duties and tasks of a service manager.General Knowledge and Skills Organizational skillsCommunication skillsTime management skillsAnger managementProblem solving skillsTraining skillsPersonnel management skillsTeam building skillsLeadership skills governmentRegulations (e.g., OSHA, MSDS)Administrative skillsDispute resolutionProduct knowledgeEthical practicesComputer literacyInterview skillsSales skillsAnalytical skillsFinancial skillsMath skillsTools, Equipment,Supplies and Materials ComputerTest equipmentTelephoneFaxSoftwarePrinterPhoto copierCalculatorPDA/day time/calendarService related formsFlat rate guidebookPolicy/procedure manualTraining materialsA/V equipmentDeskChairBookcaseFile cabinetBasic office suppliesWorker BehaviorsFuture Trends and Concerns PatientDiplomaticCommon e of veResults-orientedTeam blePositivePassionateGood hygieneAssertiveKnowledgeableFriendlyIncreased customer expectationsDeclining manufacturing qualityFull service maintenance facilitiesShortage of techniciansIncreased customer baseIncreased dependency on technologyIncreased product complexityHigher fuel costsHigher interest ratesHigher health care costsShortage/delay in getting partsDealer/Manufacturer conflictsIncreased educational requirementsfor job Inadequate parts mark-up Competition for discretionarydollars Reluctance of some dealers andmanufacturers to adequately supportparts and e-delivery InspectionMaterial Safety Data SheetCustomer Satisfaction IndexService AdvisorsWork in ProcessProfit & LossRepair OrderSpecial Order PartDaily Operating ControlDistance Learning NetworkRecreation Vehicle IndustryAssociationRVDA Recreation Vehicle DealerAssociationOSHA Occupational Safety & HealthAdministrationQCQuality Control
Service Writer/Advisor Competency ProfileDutiesSatisfyA sMaintainC DailyOperationsCoordinateD TechnicianWorkloadCompetenciesA-1A-2 GenerateA-3A-4 PerformA-5 ProcessDeterminerepair order with Recommendquality checkcustomercustomer’scustomeradditional unit and repairrequests andservice needsservicesorder reviewdifficult issuesB-1 Pre-write B-2 OrderB-3 Confirm customercustomer’sparts andappointment and drop offrepair orderrequest preinformationauthorizationsC-1 Open/C-2 Review open repair C-3 Update dailyC-4 Reviewclose serviceorders and customerthe rizations, andsatisfaction reportsC-5 Maintain work area, filing,and process paymentsD-1 Dispatchcarryover workto techniciansD-2 Reassignwork totechniciansECoordinateWith OtherDepartmentsE-1 Coordinate withsales department andthe orientation processFParticipate inProfessionalDevelopmentF-1 Participatein professionaldevelopmentE-2 Coordinate withparts, warranty, anddetail departmentsE-3 Arrangefor subletrepairs andpaymentsThese competencies represent actual Learning Guide titles for the Service Writer/Advisor position. RVDAcertification requires achievement of all the 19 competencies listed.Developed by:Sponsored by:
DACUM Research Chart forService Advisor/Service WriterThis chart further expands on the knowledge, skills, behaviors, and materialsneeded to perform the duties and tasks of a service advisor/service writer.General Knowledgeand Skills Organization skills Interpersonal skills Communication skills(listening, verbal, written) Time management skills Problem solving skills Basic reading/math skills Leadership skills Stress management skills Customer relations skills Keyboarding skills Prioritizing skills Negotiating skills Sales skills Computer programs/software General business Federal/state/local lawsand regulations OEM policies andprocedures Extended servicecontracts Parts and accessories Chassis (engines,transmissions, drive lines,brakes, tires & wheels,cooling systems, towingdevices) System operations(propane systems,AC/DC electrical systems,fresh water plumbingsystems, waste waterplumbing systems,electric/hydraulic surgebrake systems & brakecontrollers, suspensionsystems, tongue, 5thwheel, truck camper &stabilizer jacks,generators, slide roomassemblies, hydraulicleveling jacks, energymanagement systems,GPS, home theatresystems, satellite TV/radiosystems) Appliances (air conditioning/heat pumps, waterheaters, furnaces, absorption refrigerators & icemakers, ranges/ ovens,central vacuum systems,washers/dryers, dishwashers, aqua hot/hydraulichot heat) Exterior and interiorcoach components (roofs,sidewalls, and underbelly,exterior openings, trimsand seals, cabinetry, softgoods [upholstery andcurtains], interior floorsand coverings, interiorsurfaces, safetyequipment, paint,protective shields)Worker Behaviors Self-motivatedHonestTeam playerDependableFriendlySense of humorPositive attitudeCreativeWillingness to ResourcefulDetail orientedEmpatheticVisionaryCustomer ctfulSafety ompetentCourteousTools, Equipment,Supplies and Materials PhoneComputerComputer peripheralsCopierFaxE-mailCommunication devicesCalculatorCredit card machineOEM manualsInternetGeneral office suppliesShredderSoftware: IDS, ADP,Peoplesoft, Reynolds,Spader, MS OfficeDesk/chairAppointment/scheduleboardBasic hand toolsCompany policy/procedure manualRVDA service manualEmployee handbookInk stampsFlat rate guideDisposable floor mats/seatcoversKey tagsFuture Trends andConcerns More complex systems intoday’s RVs require higherlevel of technicalknowledge. Increasing use oftime/labor saving devices(electronic notebooks,PDA’s) require serviceadvisors to be technologysavvy. Customers are moreeducated/savvy withhigher demands andexpectations. Increased need for bilingual workers in someareas. More information beingprovided and accessed online. Industry shortage ofqualified technicians. Technicians are not recertifying. Increased fuel prices andhigher interest rates havethe potential to affect RVsales. Lack of standardization ofparts and systems. Customer satisfaction isflat and not improvingindustry-wide. Increasing health carecosts make it harder tooffer benefits toemployees. Convergence of 3generations (babyboomers, Gen X, Gen Y)in the workforce iscausing clashes. More industry-widemergers make it difficultfor the mom & pops tocompete. Industry-sponsored clubshaving difficultyattracting youngermembers.AcronymsCSICustomer SatisfactionIndexETA Estimated Time ofArrivalF&I Finance and InsuranceHR Human ResourcesOEM Original EquipmentManufacturerPDI Pre-deliveryInspectionPurchase OrderPORVDA Recreation VehicleDealers Association
Parts Manager/Parts Specialist Competency Profile A Merchandise The Store A-1 Develop store layout A-2 Develop merchandising layout A-3 Maintain store appearance B Market Parts & . product sales D-4 Manage special orders & lost parts sales E Manage Customer Relations E-1 Maintain customer profile E-2 Keep customers
