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Toyota’s technicians and service advisors impress


I went along to the Toyota Ireland Aftersales building last week when it was hosting its annual National Skill Contest. There was added interest this year because the contest was expanded to include service advisors alongside technical staff.

Paul Murray, Aftersales Director at Toyota Ireland, is pictured holding the 2020 Irish Auto Trade Manufacturer/Distributor of the Year Aftersales Programme winning trophy, surrounded by all the finalists for the Toyota Technician Technician of Year and Service Advisor of the Year Awards, as well as the extensive team that carried out the comprehensive tests.

Paul Murray, Aftersales Director at Toyota Ireland had explained to me what their process and ambitions were in relation to the contest. When I arrived and Paul took me on a tour of all the tests, I was very impressed with everything, from the obvious time and resources invested in this project to the facilities and professionalism of those competing and the teams delivering and supervising the tests. I hope our pictures give some justice to the detail involved.

Service advisors play a key role in delivering quality service for customers in main dealerships, and Toyota explains to us that this contest highlights the skills and expertise required.

Service Advisor Skills Contest
Gary Duggan from Kelly’s Sales and Service Letterkenny was named Service Advisor of the Year 2019 at Toyota Ireland’s National Skills Contest. The event which took place at Toyota HQ, saw 20 of the best motoring Service Advisors in the Toyota Ireland network compete for the coveted award.

The first stage of the contest involved an online aptitude assessment and practical skills assessment. Following this, five Service Advisors were shortlisted for Service Advisor of the Year.

Paul Murray (centre), Aftersales Director at Toyota Ireland is pictured with Colin O’Reilly (left) from Brian Geary Car Sales in Limerick, the Toyota Technician Technician of Year, and Gary Duggan from Kelly’s Sales and Service Letterkenny, the inaugural Service Advisor of the Year winner.

The final element of the contest was for each candidate to participate in a series of kaizen (continuous improvement) activities, designed to challenge ability and assess customer experience skills. I was very impressed with the extent and quality of the tests on the day.

A very large team comprising of Gemma Treacy, Arthur Power, Helen Martin, Jenny Pacelli, Ciara Murray, Martina Clinton, Bernadette McPartland, Brendan Donohoe, Marc Heaney and Denise Roach had the difficult task of judging the candidates on their customer experience and problem-solving skills.

After an outstanding performance during the Toyota Ireland Skills Contest that Gary Duggan was announced as the winner. Gary Duggan was also awarded the winner of Best Practise.

Having witnessed one test that Gary took, I was impressed with his ability to converse with the customer, putting them at their ease when some additional work was required on their car and still delivering a professional service in line with his training, with the safety of the car owner and their car’s other occupants as a key element.

 

Toyota Service Advisor of the Year Awards

Name Advisor County Position
Gary Duggan Kelly’s Letterkenny Co. Donegal Winner
Michael Bermingham Tony Burke Motors Co Galway Runner-up
Hannah Quinn Swinford Motors Co Mayo Runner-up
Roy Thomson McConnells Bros. Co Waterford Runner-up
Aiden Kelliher Lehane Motors Co Cork Runner-up

 

Technician Skills Contest
This was the third year of Toyota’s National Technician Skills Contest and Colin O’Reilly from Brian Geary Car Sales in Limerick was named Toyota Technician of the Year 2019. The event saw 20 of the best motoring technicians in the Toyota Ireland network compete for the coveted award.

Pictured are the 10 finalists for the Toyota Technician Technician of Year and Toyota Service Advisor of the Year awards on the occasion of the final of both competitions in Dublin.

Again, the first stage of the contest involved an online aptitude assessment and practical skills assessment. Following this, five technicians were shortlisted for Technician of the Year.

The final element of the contest was for each candidate to participate in a series of timed technical exercises, designed to challenge ability and test stamina while under pressure. And again, an impressive team made up of Aiden Nolan, Martin Kinsella, Ian Armstrong, Owen Kavanagh, Johnny Abel and Helen Martin of Toyota, had the difficult task of judging the candidates on their problem-solving skills and ability.

In honour of outstanding performance during the Toyota Ireland Skills Contest that Colin O’Reilly was announced as the winner.

Toyota Technician of Year Awards:

Name Dealership County Position
Colin O’Reilly Brian Geary’s Sales Co. Limerick Winner
Roger Farmer Kellihers Garage Co Kerry Runner-up
Derick Bowen Lehane Motors Co Cork Runner-up
Gerry Carew Tony Burke Motors Co Galway Runner-up
Danny O’Shea Bowlers Garage Co Kerry Runner-up

 

Steve Tormey, Chief Executive of Toyota Ireland, told me: “We’re delighted to host a competition of this nature for our service advisor and technical employees and it’s a great opportunity to showcase the calibre of customer experience of those interacting with Toyota customers’  throughout the network. To be placed in the top five is an incredible achievement, and huge congratulations to Gary Duggan and Colin O’Reilly on their well-deserved awards.”