trc-client-core/src/copy/technical/technicalAdvisorInformationCopy.md

The core of the TRC Client

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title: Technical Advisor Information
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## Background
The ability to fix a Guest concerns with their vehicle is one of the most basic elements of building trust. When a Guest has a concern with their vehicle it is critical that everything possible is done to Fix it Right the first time. This is why TMCA has introduced a new position of Technical Advisor in the service department.

## Objective
Technical Advisor (previously known as Diagnosis Master Technician), need more than just automotive technical knowledge. The Guest is dependent on them to understand their needs and provide clear communication to resolve issues quickly and efficiently, thus providing a great service experience.

## Job Position / Primary Role
* Manage FIR process for Dealerships
* Manage the Early Detection (ED) process
* Oversee Repair and Maintenance Quality
* Assure appropriate Technical information flow
* Job Productivity Ratio
* Not specified by TMCA, dependent on frequency of prime role items
* Recommended not to assign “time sensitive jobs”.

## Selection Criteria
* Guest handling skills
* Good communication skills
* Diagnosis Skills including Road-test * Coaching/Mentoring Skills
* Professional Appearance

## Selection Process
* Dealer selects most appropriate person
* Complete nomination
* Region confirms eligibility Network Central updated

## Annual Review
* Review process is conducted annually to ensure we have the most appropriate person in the role. Processed through the Toyota Training Resource Centre (TRC)
* A Certificate of position recognition will be supplied showing length of service, or current year of validity.

## Technical Advisor Training Plan
* The Technical Advisor role requires a combination of high level skills in both Toyota Communication Skills, Negotiation skills and comprehensive Technical Diagnosis Skills.
* Ideally the Technical Advisor will be progressing through TEAM21 Diagnosis Technical training stream and eventually be certified as a Specialist Diagnosis Technician. (SDT)