Mitsubishi Motors Australia Limited (MMAL) has announced the winners of its annual service skills competition, held recently at the company’s South Australian head office.
Queensland claimed a double win with the Mitsubishi Technician of the Year title going to Rod Howes from Blue Ribbon Mitsubishi, Ipswich, while Carla Smith from Len Patti Mitsubishi, Toowoomba, took out Mitsubishi’s Service Advisor of the Year.
The announcement came following a full program of tough testing throughout 2011, with more than 800 Mitsubishi service staff competing across a range of events.
MMAL’s National Service Manager, David Budden, was impressed with the extensive knowledge shown by all contestants in the final competition saying he believes the service skills competition plays an important role in continually lifting the standard of service for Mitsubishi’s customers.
“All contestants performed to the highest standard and showed great knowledge in their respective fields.This competition allows individual technicians and service advisors to improve their diagnostic and customer service skills, while recognising those who strive to reach their maximum potential,” Mr Budden said.
Technician of the Year, Rod Howes, was up against tough competition but managed to keep his cool to take the title.
“The other competitors were great, so it was tough going especially dealing with the extra pressure of time limits to complete each section,” he said.
Carla Smith claimed back-to-back Service Advisor of the Year titles, drawing on her experience in the competition to outperform the other participants.
“It was good to compete again this year although it’s always hard to perform your best under pressure and in a different environment,” she said.
The annual Mitsubishi Service Skills Program began in 1999 and recognises excellence in customer service and technical expertise across Mitsubishi’s national network of more than 200 dealerships.
The program promotes and develops Mitsubishi service staff and helps to increase customer satisfaction, reduce warranty costs, improve product knowledge for staff, and encourage efficient work practices across Mitsubishi dealerships nationally.
Competitors were strong in both categories, with a total of 265 service advisors and 579 technicians taking up the challenge. After nation-wide preliminary testing and regional qualifiers, the top five technicians and service advisors travelled to Adelaide to decide one national winner for each category.
The technician finalists faced five practical tests on vehicles and engines across the Mitsubishi range, with only a limited time at each station to diagnose a problem. Under pressure to correctly identify any issues, all contestants performed well displaying a broad range of technical skills and comprehensive product knowledge.
Customer service role-play put service advisors through their paces, with scenarios that ensured their skills were put to the test. Although they were inundated with “customer” enquiries and demands, each finalist was polite, helpful and professional at all times.
MMAL’s Service Improvement Coordinator, Stephen Robinson, said the event was a great success and encouraged all participants to take part in the next program.
“I would like to extend my congratulations to this year’s winners, and thank all participants for their hard work and dedication in the 2011 Mitsubishi Service Skills Program,” Mr Robinson said.
Mitsubishi’s 200-plus national dealer network provides excellent servicing standards for all of the company’s passenger and commercial vehicles.