Master Technician Program

7/1/2011

Master Technician Program

Guidelines and expectations for individuals applying for Master Technician status.

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7/1/2011

What courses are recommended after I reach Certified status to prepare for Master Status? Certified status is repair techniques, locating and use of service information, principles of operation and simple diagnostics. Our expectations for Master status are outlined in this brochure. In general we anticipate a Master technician to have the ability to diagnose the majority of complicated systems and effectively communicate with technical service a well thought out sequence on any remaining issues. The level II and Advanced Troubleshooting & Diagnostic courses offered by Mercury University are designed to help you develop these skill sets. Along with the level II courses we expect you to remain current on all the new technologies and product changes by attending product updates, taking any new courses offered and returning to a course when significant product changes occur. Master technicians set the standard and lead by example. Are you ready for the challenge?

Achieving Master Technician Status Master status is the highest technician honor you may achieve. This is Mercury University's premier status. When you achieve this premier status you are recognized as demonstrating outstanding performance, professionalism and providing the highest standards of service. The two types of Master status that Mercury offers: □ Mercury MerCruiser Master Technician □ Mercury Outboard Master Technician Mercury University will administer the paperwork for the approval. We recommend you discuss your abilities with your Mercury Service Representative before applying to become a Master Technician. Complete the last page of this form, then FAX or e-mail the page to Mercury University. Once Mercury University has received your application for Master Technician, your request is then routed for approval. After completion of the review process, if approved, you will then be contacted to schedule a testing date. The Master test can only be taken one time per training season. If your application is denied during the review process, you will be notified with the basis of the decision. Master Technician applicants must meet or exceed the following criteria before being considered eligible to enter the examination phase of Master Technician certification.

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Qualifications 1. Applicant must be currently employed at a Mercury Marine dealership, contracted for the product line the application is for. 2. Work experience and training background a. Certified in the specific product line for four consecutive years. b. No lapses in your training requirements for the previous four consecutive years. c. Continue to attend level III courses and product updates to maintain your skills. d. Current with any new course within two years of course introduction. 3. Pass the current Master test with a 90% score. 4. Job performance & technical skills (rated by the appropriate service department) a. Product knowledge: Understanding of previous and current products, features and benefits. b. Mechanical knowledge: Understanding of the mechanical components and their interactions on product line. c. Problem solving & diagnostic skills: Ability to identify the root cause using appropriate diagnostic and problem solving techniques. d. Use of service literature: Ability to correctly use all service related publications in the repair and diagnostics of products. e. Tools and test equipment: Ability to use recommended tools and test equipment. f. Outside training: Have you continued your education outside of the Mercury University system? 5. Work Area a. Hand tools: Sufficient hand tools to perform typical repairs. b. Special tools: Required tools and arranged for easy identification. c. Test equipment: Required tools and arranged for easy identification. d. Work area: Organized and clean. e. Service information: Organized and up to date. 6. Personal attributes a. General attitude: Positive attitude for Mercury products b. Personal appearance: Dresses appropriately for business environment. Promotes a positive image for dealership and industry. c. Customer relation skills: Ability to interact with customers in difficult situations. d. Interactions with other employees: Go to individual for assistance and advice in the service department. e. Constant improvement: Drive to improve service facilities and dealership appearance. f. Mentoring: Assists in the development of new employees/technicians into the dealership and industry. 7. Service assistance a. Limited number of calls into technical service. Assistance requested for harder diagnostic questions or on new products. Basic details and diagnostic steps are taken before call placed. All necessary information available to assist technician on phone. b. Frequency and depth of TAM visit: TAM does not have to visit dealership for typical repairs.

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8. Customer service a. Customer courtesy: Interaction with customers. b. Customer complaints: Number of comments and complaints about service performed. c. Call backs: Number of items not repaired correctly the first time. d. CSI: Feedback from customers on CSI forms. e. Paperwork and repair detail: Detailed information on the repair order about the repair. f. Product loyalty: Actively promotes Mercury Marine products to customers. g. Promotion of dealer service: Positive representative of dealership service department and products. 9. Dealership information a. Facility able to handle customer needs. b. Parts inventory: Adequate for customer base. c. Use of MercNET. d. Promotion of service capabilities e. CSI rating: At or above national average.

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MERCURY UNIVERSITY MASTER EXAM APPLICATION ** Please allow 60 days prior to requested test date for approval process to be completed. Technician Name: __________________________________ Tech ID: _______________ Dealership Name: __________________________________ Dealer #: ______________ E-Mail Address: ____________________________________________________________ Dealer Phone: ___________________ Dealer Fax: _________________________

MerCruiser Master Exam Requested Date: ____________________ Requested Location: ______________________

Outboard Master Exam Requested Date: ____________________ Requested Location: ______________________

Office Use Only: Original Certification Date: _______________ Current Expiration Date: ___________________ TAM: _______________________________ Sent: ______________ Approved: _____________________ Denied:___________________ Exam Result: ___________________________

**Submit completed Master Exam application to Mercury University via fax or email Fax: 1-920-929-5929 Email: [email protected] Please allow 60 days prior to requested test date for approval process to be completed.