Running a multi-brand auto repair business comes with its own set of unique challenges. Unlike single-brand dealerships that focus on a specific set of vehicles, multi-brand garages must be equipped to service a diverse range of vehicles, from economy cars to luxury brands, across different makes and models.

One of the key success factors in such an environment is the expertise of your team – particularly your Service Advisor, Spares In-charge, Cashier, and Chief Technician. But how well does your team understand the complexities of a multi-brand repair business? If you find yourself struggling with operational bottlenecks, inconsistent service quality, or frequent customer complaints, it might be time to evaluate and upgrade your team’s skills and knowledge.

Key roles in a multi-brand garage and their expertise requirements

1. Service Advisor: The frontline of customer engagement

A Service Advisor acts as the bridge between customers and the garage. In a multi-brand setup, they need to:

• Have extensive knowledge about different vehicle makes and models.
• Accurately diagnose common issues for various brands and provide quick estimates.
• Build customer trust by explaining repairs in simple, transparent terms.
• Stay updated on manufacturer guidelines and warranty policies.
• Handle diverse customer expectations, ensuring seamless service experiences.

    2. Spares In-charge: Ensuring the right parts at the right time

A multi-brand garage requires an efficient spares management system. The Spares In-charge must:

• Identify and stock commonly used parts for different brands to reduce downtime.
• Source quality parts from reliable suppliers while maintaining cost efficiency.
• Keep track of inventory to avoid overstocking or running out of essential components.
• Ensure compatibility between different vehicle models to prevent misfits and returns.
• Work closely with technicians to streamline the procurement process.

    3. Cashier: Managing invoicing, payments, and customer confidence

An efficient cashier plays a crucial role in maintaining a smooth customer experience. They need to:

• Generate quick, accurate, and transparent invoices.
• Manage multiple payment options (cash, cards, digital payments, and fleet accounts).
• Ensure that pricing structures are fair and in line with the industry standards.
• Coordinate with service advisors to ensure that all services are billed correctly.
• Provide customers with easy access to billing history and payment records.

     4. Chief Technician: The backbone of multi-brand servicing

The Chief Technician must have in-depth knowledge of different vehicle types and their repair processes. Their key responsibilities include:

• Diagnosing and troubleshooting complex repairs for multiple brands.
• Training junior technicians on handling brand-specific issues.
• Ensuring high-quality workmanship to maintain customer trust.
• Staying updated on the latest vehicle technologies, including hybrid and EVs.
• Using modern tools and diagnostics to enhance efficiency.

Why skill gaps in these roles can harm your business?

A lack of multi-brand expertise among your team members can lead to:

• Longer turnaround times: Delays in diagnosing and repairing vehicles can result in dissatisfied customers.
• Incorrect estimates: Misdiagnosed issues and inaccurate pricing can erode customer trust.
• Inventory mismanagement: Stocking irrelevant or low-quality parts can impact profitability.
• Revenue loss: Poor customer service and inefficiencies can drive customers to competitors.
• Low customer retention: A bad experience can lead to a drop in repeat business and referrals.

How a Garage Management System (GMS) can help

A well-implemented Garage Management System (GMS) can address many of these challenges by:

• Providing a centralized knowledge base to support service advisors and technicians.
• Automating inventory tracking and procurement to improve efficiency.
• Streamlining billing and invoicing for seamless transactions.
• Offering training modules and digital support for technical staff.
• Enabling customer relationship management (CRM) to enhance service follow-ups and loyalty programs.

Upskilling your team: A step towards better efficiency

To stay competitive in the multi-brand repair industry, continuous training and skill enhancement are essential. Consider:

• Conducting regular workshops and training sessions on different vehicle brands.
• Investing in digital diagnostic tools to enhance repair accuracy.
• Encouraging cross-brand expertise among technicians to expand service capabilities.
• Implementing a structured onboarding program for new hires to ensure consistency in service delivery.

Final thoughts

A strong, well-equipped team is the foundation of a successful multi-brand auto repair business. If you find gaps in knowledge, skills, or efficiency, it’s time to invest in upskilling your workforce and adopting digital solutions like a Garage Management System.

Want to empower your team and streamline your operations? Get in touch with us today to explore how our digital solutions can transform your garage!