Beat the Odds: Retaining High Quality Service Technicians

Track: Human Capital

Sunday, March 13, 2022 10:30 AM - Tuesday, June 14, 2022 11:30 AM

Room:

Location
W203

Presenters: Laurent Hourcle, Kelly Smith

It is estimated that the nationwide need for new service technicians will hit 310,400 by 2024. Yet, the number of tech school graduates declines each year; and with technician turnover at 28%, franchised dealerships are in a precarious position and need new strategies to compete with independent shops. Examine time-tested, innovative ways to attract, hire and retain high-quality service technicians. Compare your dealership’s human-resource practices with the top service departments, and identify individual areas of opportunity. Explore ways to change the culture of your dealership to earn and build your reputation as the place to work.

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Laurent Hourcle
Presenter

Laurent Hourcle
Instructor

Larry is an industry educator with over 30 years of experience. He joined NADA in 2016 as a management instructor, focusing on improving the customer experience and productivity in fixed operations. For over 15 years he was certified by the National Institute for Automotive Service Excellence as a Senior Master Technician, specializing in both automotive and diesel repairs. Larry promotes proficiency in collecting, analyzing, interpreting, and developing specialized information about performance issues to find consistent solutions. By inspiring, mentoring and educating students, Larry pushes them to exceed their expectations and thereby boost their efficiency, productivity, and performance.

Kelly Smith
Presenter

Kelly Smith
Consultant, Dealership Management

Kelly brings 30-plus years of auto-industry experience to NADA. He began his career in automotive with EDS before joining his family's business as comptroller, ultimately becoming dealer principal. As a dealer, Kelly was an active member in NADA 20 Group, including as chairman. He is a proven, profitable dealer, with franchise expertise including Chrysler, GM, Oldsmobile and Subaru.