SECTION 1 – DEALERSHIP ADMINISTRATION

1.1 DEALERSHIP WARRANTY RESPONSIBILITIES

1.1.7 Service Management Warranty Requirements

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• Verify each customer complaint, where possible, and document at the time of write-up any special circumstances under which the problem occurs (e.g., at 45 kmph, only when warm, when going over large bumps etc.,).
• Supervise/authorize all Company paid repairs.
• Ensure that the latest service publications and/or repair procedures available from the Company are accessible by all relevant staff and followed for all Company paid repairs. Repair procedures listed in the most current editions of the Workshop Manual (WSM) or Powertrain Control/Emissions Diagnosis (PCED) Manuals must be used. In some cases, certain repair procedures listed in these manuals may be superseded or enhanced through the Company publications listed below:
• Technical Service Bulletins
• On-Line Automotive Service Information System (OASIS) Broadcast Messages
• OASIS Special Service Messages
• Field Service Actions
• FSA-Customer Satisfaction Programs
• Electronic Field Communications (EFC) / General Service Bulletins (GSB) / Dealer Confidential Bulletin (DCB)
• Service Tips / Job Aids / Service Manager’s Letter (SML)
• Other communications as may be issued by the Company

If a repair procedure includes an updated special service labour operation and/or labour time, then that updated operation and/or labour time must be used for reimbursement.

• Ensure the actual time performed during a repair is properly time recorded and identified by the technician comments.
• Ensure that all service personnel are aware of any/all Prior Approval requirements for your dealership.
• Conducting pre or post repair road tests when not specifically directed to do so by a published repair procedure (Workshop Manual, Recall or TSB) is Service Supervision Responsibility. Please refer to Labour Reimbursement Policies – Road Test.
• Ensuring complete and accurate claim preparation. This includes:
• Entering on the Repair Order an accurate, complete, and clear description of the vehicle problem, the Condition Code and the Customer Concern Code.
• Issuing clear repair instructions.
• Identifying the employee(s) assigned to the repair by their 9-digit STARS ID (Standardized Training & Resource System).
• Verifying the technician enters an accurate, complete description of the repair on the shop copy which:
• Identifies causal part
• Identifies cause of failure
• Clarifies the repair
• Supports labour operations
• Identifies diagnostic equipment results
• Identifies all diagnostic equipment test codes
• Verifying that all diagnostic equipment printouts (e.g., computer alignment rack) are attached to the claim shop copy. In those instances where diagnostic equipment is used which does not have print capability, handwritten documentation of tests and the test results must be noted on the claim shop copy. Wherever applicable a digital image of the test results must be secured (e.g., Midtronics screen or Ford approved Battery Tester screen of battery test report).
• Identifying labour operation(s) from service labour time standards manuals and entering required time recording.
• Maintaining a “LOG” when an owner complains of oil usage (consumption as per testing requirements from WSM). The “LOG” must identify: the VIN, the amount of oil, the date, and the mileage on the vehicle when the oil is added. (The “LOG” must support the need for a major engine repair according to the fluid usage guideline and the “LOG” outlined in Fluids & Fluid Usage Guidelines (oils, lubricants, coolant, refrigerant) Guidelines).
• The Dealership should apply the principal of the most “cost-effective repair”.
• Responsible for approving the use of non-Ford parts during an emergency repair situation.
• Responsible for tracking technician efficiency and productivity.
• Review all web-based appeals to ensure that any technical questions/issues are resolved.
• Monitor and control the dealership’s Customer Loyalty Program budget.
• Workshop Add-on Repairs:
  If during the course of a repair or service, the Technician identifies additional concern/s then the Technician must record these on the front of the Repair Order and report them to Workshop Supervision. This concern/s is known as a 'Workshop Add-on repair'. Workshop Supervision must then inspect the concern and assess its warranty status. An add-on repair not requested by the customer should only be undertaken if it would otherwise result in diminished vehicle operation, more expensive future repair, vehicle breakdown, future customer inconvenience, customer satisfaction impact, a legal concern or a safety concern. E.g., While a loose moulding may be eligible for a warranty repair, it should not be repaired unless identified as a concern by the customer (there may be circumstances where the customer is aware of the issue or responsible for the concern and consequently has not brought it to the attention of the Dealership). Once it is agreed that a repair is warranted then a non-productive supervisory staff member is required to inspect and authorize the repair in advance, confirming the authorization with a full signature against each item approved. Approval may only be given by a member of staff who is not involved in (conducting) the repair.
  A non-productive supervisory staff member is one who has the authority to direct and control Technicians, and is 50% or less, non-productive.
• Pre-delivery add on repairs must be authorized by the Service Manager or the Pre-delivery Manager.
• Prior to repair, verify, approve, and initial additional (ADD-ON) repairs that are required, but discovered after the initial write-up. Service Management’s approving initials must appear on the Repair Order, even if the repairs are written by Service Management, and must appear on the same line as the additional repairs on the shop copy of the claim. If the Customer comes in at a later date, the new R/O does not need to be re-authorized by Service Management; the authorization on the initial R/O is the supporting document.
• This includes a Service Part Warranty of an immediate failure. With either a new Repair Line or new Repair Order, the Service Manager must approve and initial the Repair Order.
• Includes Warranty repairs identified during Used Vehicle check-ups and repairs identified during inspections where customers returned at a later date.
• The ADD-ON repair must be identified on the Repair Order. A customer advised add-on should be identified as: CAO – “Customer-Advised Add On” next to the item.



NOTE: Local abbreviations of the above terms may be used by the Dealership.

IMPORTANT: Refer to the OWS / SERVIS2 User Guide for proper claim preparation.