1. 1
Foreword
Under my direction the Technical Service Operations department is now a functional and proactive entity
operating with processes upheld by a team that I have assembled, led and groomed to become productive
and long term contributors. In spite of our lack of resources we have accomplished the following and are
still moving forward with many future initiatives to assist in realization of becoming “world class”.
Warranty
 Provided hands on operational leadership/support to the warranty department
 Immediate reduction in principal warranty KPI`s through implementation of strict policies and
procedures (3 years in a row).
 Constant monitoring of claims to report on product quality and identify high cost models/branches.
 Initiated process to track WIP daily to reduce claim travel time and financial impact to company.
 Launched warranty service desk for increased support to retail with two shifts resulting in faster
response to end customers.
 Launched warranty self-authorization matrix for retail to aid with response to customers.
 Decentralizing warranty with implementation of new DMS.
 SAP Project - Blue Print design phase and Involvement with system development and configuration
as well as training to network and support after GoLive.
 Constantly monitoring claim volumes at month end and support where required to support retail
network and to achieve financial targets.
Technical Support
 Provided hands on operational leadership/support to the Technical support department
 Product Quality, Early Detection Early Resolution; Field Technical Reports and Branch Field Technical
Reports - product, technical, field quality and customer voice reporting
 Service Campaigns (Pre Delivery Campaigns, Special Service Campaigns, Customer Satisfaction
Campaign) – information communication, completion, management
 Interesting Parts Management - Field Fix, Technical Instruction, Counter Measure and campaign
parts
 Port Quality – Port and PDI audit and report of quality issues and process business matters
 Technical Services - After Sales Distributor side IT and ERP development and maintenance
 Global Techstream and vehicle diagnostics – tool updates, support, parts, hardware / software, etc
 On line web based Toyota Service Information (TSI) – manage use and application
 Parts Recovery and Test (PRR, PTR) requests – for principal investigations
 Branch Network Tours – regular visits for After Sales business development and support
 Annual Technical Seminar and after sales business meeting
 Branch support of Special Service Tools (SST’s) - EDR, Midtronics battery tester, etc
 Principal interaction and support – hosting go and see activity visits
 New Vehicle Launch Committee - primary After Sales Distributor side representation
 Technical Experience Contact Center (TECC) joint operation and management
 Navigation HU Exchange – window to vendor and program management
 Fix it Right methodology
 Workshop Wifi –Workshop Wifi enhancing Retail productivity, fix it right and customer experience
 After Sales ERP – Technical Case Management, Parts Recovery System, Intranet rebuild
 TSIRV and BSD – Share drives for After Sales - Retail and Distributor
 Dashboard and Month End Matrix – Manually created and Dashboard view of technical activity
 Intelligence – “Operations manual” defining detailed work and projects with regular update via this
tool to management creating complete information availability and transparency of activities
 Diagnostic tool deployment – Increasing the ratio of scan tools per technician from 14 to over 90.
 Policy and Procedure –Service level agreement for Technical Service Operations to Retail side and
other entities.
 Parts Recovery Centre – Working to build an appropriate PRC for Principal compliance.
 Product Quality –This is direct value add to the customer experience, Principal compliance and
Network support
 EDR (Advanced diagnostic tool) – Event Data Recorder implementation and usage

2. 2
Repair Support
 Provided hands on operational leadership/support to the Repair support department
 Technical assistance repair support via the Technical Experience Contact Centre
 Sales and Marketing – support in technical vehicle set up of for Sales / Marketing events
 Fleet support of technical issues with product in operation
 Police and Government – supporting Police department with technical information and guidance
 Counterfeit part information and investigation support to lead office
 Customer relations assistance – investigate and report MOE involved and other liability cases
 Warranty Group support – claim approvals, inspections and recommendations
 SMC Group support – provide service information, flat rates and parts baskets for SMC pricing
 Vendor support – Provide information, recommendation and assistance to approved suppliers
 Principal interaction – hosting repair support activity
Technical Development
 Provided hands on operational leadership/support to the Technical Development department
 Accessory retail support – provide training and technical support to the Network
 Accessory development and quality – report issues to vendors, ensure counter measure
implementation
 Window for local accessory fitment and technical matters in pre delivery
 UAE Taxi companies and fleet – maintain technical relationship, full fill requirements and support
 Corporate and Product team support of ad hoc requests and activity
Service Maintenance Contracts
 Provided hands on operational leadership/support to the SMC department
 Launched contracts service desk for increased support to retail network
 Initiate process to track WIP to reduce travel time and financial impact to company
 SAP Project - Blue Print design phase and Involvement with system development and configuration
as well as training to network and support after GoLive
 Personally responsible for setting up and maintaining SMC contract calculations and introduced new
calculation methodology for leasing and corporate
Stephan Visser
Technical Service Operations