AUBURN HILLS, Mich., and IRVINE, Calif. -

Two OEMS — FCA Canada and Mazda — both announced enhancements to their service departments on Monday.

First up, the new Mopar Service Capacity Analyzer is being adopted by FCA US dealerships to assist in planning and handling current and future customer service demands.

Mopar describes the new online tool that helps dealers to assess, plan and implement changes to the number of technicians, technician hours, stalls and more, as a “crystal ball” for the service department.

"Providing a great customer experience is at the core of what we do," said Pietro Gorlier, president and chief executive officer of Mopar Brand Service, Parts and Customer Care, FCA. "That is why this year alone we have supported the addition of more than 1,300 technicians, 700 service advisers and 500 service bays in our dealer network, which overall is well ahead of our targets. Now, the new Mopar Service Capacity Analyzer offers dealerships a 'road map' to more efficiently utilize these resources by forecasting customer needs out to 2018 based on dealer-specific parameters.

"The customer journey is about Mopar partnering with our dealers to ensure that we have the tools, the people and the plan to continue to serve those who drive us," he added.

Mopar Service Capacity Analyzer is an algorithm-based tool that works to allow dealers to adjust physical capacity metrics such as number of technicians/service advisers, technician available hours and stall numbers, to match projected service lane traffic.

The company explained the dealer can then create scenarios and evaluate the changes needed to reach the optimum level of service.

Users also have access to a summary page, which allows for quick comparison of plans versus current capacity stats.

Mopar also announced it is launching a new Service Capacity Guidebook as part of the Service Capacity Analyzer to assist dealers in seizing existing opportunities “while avoiding the pitfalls of a crowded service lane.”

Mazda partners with WyoTech to train auto techs

Also announced on Monday, Mazda North American Operations announced a three-year partnership with technical training institute WyoTech.

The partnership will allow WyoTech — which is part of the Zenith Education Group — students to graduates as certified Mazda technicians.

Mazda will also be using the institute’s training facilities in Blairsville, Pa., and Laramie, Wyo., to train its top dealership personnel on advanced courses throughout the year, the automaker shared.

The free classes began last month.

“Well-trained technicians are a key component to our customer’s satisfaction, so it is an honor to partner with WyoTech,” said Jim O’Sullivan, president and chief executive officer of MNAO. “Mazda is focused on improving the dealership experience and fixing customers’ cars right, the first time. We look forward to this WyoTech program supporting these initiatives and helping make top-tier technicians available to Mazda customers.”

The Mazda certification course includes a curriculum of web-based modules, which are supplemented by instructor-led classes.

In support of the new program, the automaker has donated more than 20 vehicles, specialized tooling and equipment, in addition to several current model-year vehicles rotated out annually for current year technology.

“It is a privilege to partner with Mazda in offering our students a valuable opportunity to earn in-demand skills and graduate as certified Mazda technicians,” said Karen Turner, senior vice president of student success for Zenith. “Our top priority is ensuring that our students have a clear path to in-demand careers with definitive labor market value and the opportunity for advancement.

We recognize that our graduates’ career prospects are considerably enhanced by working directly with the employers who hire them. By working with Mazda and its dealerships, we are able to accurately assess local workforce needs and help match our certified graduates with those job opportunities.”

New students in the program will have access to Mazda’s U.S. network of more than 640 dealerships as they seek employment, and the OEM has estimated that dealers with hire about 100 certified graduates from each campus location annually as entry-level technicians.

Mazda explained the new initiative will save them money as for each pre-certified graduate a Mazda dealership hires, it saves roughly $6,000 that it would otherwise spend sending a new employee through required courses and training.

The students will also have continuing education opportunities after they complete their certification.

WyoTech alumni employed by Mazda dealerships will have the opportunity pursue Master Technician certification through the dealership and existing Mazda Training Centers.

Mazda trainers will work at the Laramie and Blairsville campuses approximately 12 times per year to conduct advanced training courses using WyoTech’s facilities, the companies shared.

These courses are open to existing dealership personnel first, and any remaining sports will be made available to qualified WyoTech students in the Mazda program.