Husqvarna University Handbook 2018

Page 1

2018 HUSQVARNA UNIVERSITY HANDBOOK


WELCOME! Welcome to the Husqvarna University Handbook. This handbook contains details on how you and your Husqvarna team can take part in various training modules to support development of the Husqvarna brand and the success of your business. Husqvarna customers are discerning buyers who understand the importance of brand purchases. Husqvarna products are designed and built to suit demanding consumers and professional users and our level of service needs to return a consistently high level of satisfaction. By investing and participating in Husqvarna University as set out in this handbook, you and your staff will develop further awareness about Husqvarna as an organisation and as a brand. Husqvarna University will provide you with the tools to maximize the potential of your business. Please take the time to evaluate your training requirements and enrol for any courses that are relevant to your dealership. We look forward to you and your team taking part in all of the Husqvarna University learning activities in the future. Husqvarna Australia Pty Ltd Australia & New Zealand


CONTENTS 1.

INTRODUCTION

4

2.

CAREER PATHWAYS

5

3.

COURSE PATHWAYS FOR DEALER SALES PEOPLE

6

4.

COURSE PATHWAYS FOR DEALER TECHNICAL PEOPLE

8

5.

GETTING STARTED

5.1

REQUIREMENTS

10

5.2

AT THE UNIVERSITY

10

6.

OPERATOR INDUCTION PROGRAM

10

11


1. INTRODUCTION OUR COMMITMENT TO TRAINING: Husqvarna is committed to developing and maintaining an industry leading training program for our dealer network. We believe that it is vital to evaluate the training and development needs of dealership personnel and to provide the resources to ensure that these needs are met. HUSQVARNA UNIVERSITY AIMS: Support the development and growth of the dealership staff to enable greater operational effectiveness. Offer skills training to Husqvarna dealership staff. Provide processes which ensure ongoing training is continued in the areas of technical, products, sales, information technology, customer service and business development. HUSQVARNA UNIVERSITY OBJECTIVES: Husqvarna University will benefit dealership businesses by: • • • • •

Helping to attract skilled employees as well as improve staff retention; Providing skills to improve profitability and efficiency of the service and parts business within their business; Improving technical understanding and ability of technicians; Improving required know how of the various Husqvarna IT portals; Teaching familiarity with products and understanding features and benefits of the Husqvarna range of products.

OUR BLENDED LEARNING SOLUTION: With Husqvarna University, dealers can access our full range of blended learning solutions - eLearning, webinars, faceto-face training and arrange for on-site training to be delivered. This combination of programs provides dealer personnel with the building blocks to develop their competency in Husqvarna products. Additionally, the use of webinar technology has enabled us to deliver regular and more specific, topic-centric training to our dealer network. In turn, this means we can focus on hands-on related training when delivering face-to-face training without the need to go over basic information.

eLearning 4

Webinar

Face to Face

On-site


2. CAREER PATHWAYS Technology is changing in our products and in our workplace, and it is critical that salespersons, business owners and service technicians keep pace with the trends. The knowledge and skills required by tomorrows technicians will migrate them from mechanical repairers to diagnostic technicians, from stand-alone products to integrated solutions. For salespersons, they will need to think beyond a single customer looking for a product to do a job, to a customer who has a specific application and is looking for a garden solution. Tomorrow’s customer will also be looking to technology to manage their garden and provide them with increased leisure time. Husqvarna University offers the ideal platform for dealers to prepare themselves for the change.

DEVELOPING TOMORROW’S TECHNICIAN TODAY

Not only do dealers need to contend with changing technology, they will also need to ensure their staff are motivated by the career opportunities within their dealership. Careers in areas as diverse as spare parts interpreters, fleet managers, robotic mower specialists, master service technicians and professional business managers will surface over and above traditional sales, technical and store management roles. BUSINESS OWNER PROFESSIONAL BUSINESS MANAGER STORE MANAGER

Face-to-Face

SALES PERSON

SPARE PARTS INTERPRETER

eLearning

SERVICE CENTRE MANAGER

MASTER SERVICE TECHNICIAN

Webinar

Bronze

Gold

Silver

SERVICE TECHNICIAN

ROBOTIC MOWER SPECIALIST

FLEET SERVICES SPECIALIST

FLEET OPERATIONS MANAGER

APPRENTICE SERVICE TECHNICIAN

5


IVEE RRNNAAUUNNIV A A VV

Y SIITTY RRS

H HU USSQ Q

3. COURSE PATHWAYS FOR DEALER SALES PEOPLE

PLATINUM PLATINUM SERVICE SERVICE TECHNICIAN TECHNICIAN

10,000 10,000 1155 POINTS SS ,0,0POINTS 0000 PPOOIINNTT Courses for Salespersons (Instructor-Led)

GOLD CERTIFICATION Chainsaw Operator’s Course COURSE PATHWAYS COURSE PATHWAYS

Business Training Programs

Courses for Salespersons(Webinars)

SILVER CERTIFICATION Product Training Programs eCommerce Training

CoursesforSalespersons for Business Owner (eLearning) Courses (eLearning)

Product Range Overview Product Range Overview Husqvarna Brand Training Husqvarna Brand Training Blowers Blowers Blower Products in Focus Blower Products in Focus Brushcutters Brushcutters Brushcutter Products in Focus Brushcutter Chainsaw Products in Focus Chainsaw Chainsaw Products in Focus Chainsaw Extras – Products Chainsawsin Focus Extras – Chainsaws

Working with a Chainsaw Working a Chainsaw Extras –with Working with a Chainsaw Extras – Working Clearing Saws with a Chainsaw Clearing Saws Pole Saws Pole Saws Hedge Trimmers Hedge Trimmers Edgers Edgers Trimmers Trimmers Lawn Care Lawn Care Accessories Accessories Tree Care Tree CareEquipment Safety Safety Equipment

Walk Behind Mowers Walk Behind Mowers Tractors Tractors Tractors Products in Focus Tractors Riders Products in Focus Riders Riders Products in Focus Riders Products in FocusMowers Residential Zero-Turn Residential Zero-Turn Mowers Commercial Zero-Turn Mowers Commercial Zero-Turn Mowers Speciality Turf Speciality Turf Husqvarna Sales Training Husqvarna EconomicsSales Training Economics

eLEARNING COURSES eLEARNING COURSES

BRONZECERTIFICATION CERTIFICATION BRONZE

Courses in the Silver and Gold levels will accrue Husqvarna University points based on their length and complexity. The instructor-led courses generally will have eLearning as a pre requisite and therefore will be positioned to maximize face-on-face training through a higher portion of hands-on exercises. Courses will be made available through Husqvarna University and will appear on the website with all relevant course details provided. Enrolments can be made online at: www.husqvarnauniversity.com

6

ENROL ONLINE AT HUSQVARNA. UNIVERSITY.COM


Spare Parts Interpreters

Sales Persons

Unit

Topic

1 of 15

WebOrder / EPC Training

2 of 15

Handheld Product Technology

3 of 15

Wheeled Product Technology

4 of 15

Trimmers / Brushcutter Product / Sales Training

5 of 15

Chainsaw Product / Sales Training

6 of 15

Hedge Trimmer and Blower Product / Sales Training

7 of 15

Powercutter Product / Sales Training

8 of 15

Lawn Tractor Product / Sales Training

9 of 15

Walk-behind Mower Product / Sales Training

10 of 15

Rider Products / Sales Training

11 of 15

Zero Turn Mower Product / Sales Training

12 of 15

Automower Product / Sales Training

13 of 15

Battery Product / Sales Training

14 of 15

Accessories Product / Sales Training

15 of 15

Pressure Product / Sales Training

Unit

Topic

1 of 9

Time and Information Management

2 of 9

Introduction to Selling

3 of 9

Qualifying a Prospective Customer

4 of 9

Engaging store walk-ins Part 1 Plan and Strategy

• • •

5 of 9

Engaging store walk ins Part 2 Handling Questions and Objections

6 of 9

Finance and Basic Accounting Practices

7 of 9

How to create a Sales Plan

8 of 9

Developing an effective Marketing Plan

9 of 9

Service Business Development

• • •

• • • • • • • • • • • • • •

Store Managers

Professional Business Managers

• • •

Business Owners

• • • • • • • • • • • • •

Business Training Programs

• •

• •

• • • •

• • • •

7


IVEE RRNNAAUUNNIV A A VV

Y SIITTY RRS

H HU USSQ Q

4. COURSE PATHWAYS FOR DEALER TECHNICAL PEOPLE

PLATINUM PLATINUM

SERVICE SERVICE TECHNICIAN TECHNICIAN 10,000 10,000 1155 POINTS SS ,0,0POINTS 0000 PPOOIINNTT Courses for Dealer Technical People (Instructor-Led)

GOLD CERTIFICATION Chainsaw Operator’s Course COURSE PATHWAYS COURSE PATHWAYS

Business Training Programs

Courses for Dealer Technical People (Webinars)

SILVER CERTIFICATION Product Training Programs eCommerce Training

Coursesfor forDealer Business OwnerPeople (eLearning) Courses Technical (eLearning)

Product Range Overview Product Range Overview Husqvarna Brand Training Husqvarna Brand Training Blowers Blowers Blower Products in Focus Blower Products in Focus Brushcutters Brushcutters Brushcutter Products in Focus Brushcutter Chainsaw Products in Focus Chainsaw Chainsaw Products in Focus Chainsaw Extras – Products Chainsawsin Focus Extras – Chainsaws

Working with a Chainsaw Working a Chainsaw Extras –with Working with a Chainsaw Extras – Working Clearing Saws with a Chainsaw Clearing Saws Pole Saws Pole Saws Hedge Trimmers Hedge Trimmers Edgers Edgers Trimmers Trimmers Lawn Care Lawn Care Accessories Accessories Tree Care Tree CareEquipment Safety Safety Equipment

Walk Behind Mowers Walk Behind Mowers Tractors Tractors Tractors Products in Focus Tractors Riders Products in Focus Riders Riders Products in Focus Riders Products in FocusMowers Residential Zero-Turn Residential Zero-Turn Mowers Commercial Zero-Turn Mowers Commercial Zero-Turn Mowers Speciality Turf Speciality Turf Husqvarna Sales Training Husqvarna EconomicsSales Training Economics

eLEARNING COURSES eLEARNING COURSES

BRONZECERTIFICATION CERTIFICATION BRONZE

On the surface, working with Outdoor Power Equipment (OPE) seems fairly straight forward, such that many Dealers and retailers fail to appreciate the potential hazards of incorrect operation and poor maintenance practices. Additionally, for technicians servicing OPE products, they face challenges of lack of knowledge, limited supervision and on-the-job mentoring. This coupled with a lack of workplace assessment and processes may lead to poor working practices, over-utilization of spare parts, lower productivity (e.g. time lost contacting suppliers unnecessarily), decreased customer satisfaction and lost sales opportunities. At Husqvarna University, we recognize these limiting factors and have enhanced our eLearning courses by offering both a broad range as well as an in-depth set of instructor-led programs, which aims to offer as much hands-on training for the service technician as possible. 8


Unit

Topic

1 of 32

Handheld pre-delivery training

2 of 32

Wheeled pre-delivery training

3 of 32

Handheld maintenance training

4 of 32

Tractor maintenance training

5 of 32

Handheld cutting equipment training

6 of 32

Fuels & two stroke oils Training

7 of 32

Autotune/common service tool training

8 of 32

Automower installation training

9 of 32

Handheld cylinders & pistons training

10 of 32

Wheeled chassis & steering systems training

11 of 32

Handheld fuel systems training

12 of 32

Wheeled cutting decks & belts training

13 of 32

Handheld centrifugal clutches training

14 of 32

Wheeled electrical systems training

15 of 32

Handheld starter assemblies training

16 of 32

Wheeled hydraulic systems training

17 of 32

Handheld ignition systems training

18 of 32

Wheeled lubrication systems training

19 of 32

Handheld lubrication systems training

20 of 32

Wheeled transmission systems training

21 of 32

Handheld crankcase & crankshafts training

22 of 32

Wheeled brake systems training

23 of 32

Handheld troubleshooting training

24 of 32

Wheeled troubleshooting training

25 of 32

Zero turn maintenance training

26 of 32

Commercial front mowers training

27 of 32

Automower troubleshooting training

28 of 32

Battery technical skills training

29 of 32

Automower connect training

30 of 32

Automower advanced installation practices training

31 of 32

Pressure washer technical training

32 or 32

Kawasaki Technical Training

Apprentice Service Technicians

Service Technicians

Master Service Technicians

Robotic Mower Specialists

• • • •

Service Centre Manager

• • • • •

• • •

• • • • • • • • • • • • • • •

• •

• • •

• • •

• •

9


5.1 GETTING STARTED - REQUIREMENTS Getting started is easy. Just go to www.husqvarnauniversity.com and log in using your existing username and password, or scroll further down the page to create a new account. Note: Only one job role can be selected in the system.

5.2 AT THE UNIVERSITY Once logged in, you’ll land at the Husqvarna University Homepage. The Homepage will advise you what your current job profile is (sales person, business owner or service technician) and how many University points you currently have. The system will also recommend courses for your job profile and provide access to training news. The toolbar ribbon at the top of the Homepage will provide you with access to your trainings, what online (eLearning) training is available and what live training (webinars / face-to-face) is currently scheduled.

UNIVERSITY HOME

10

MY TRAIINING

ONLINE TRAINING

LIVE TRAINING

Your completed and available training.

eLearning

Webinars / Face-to-Face Training


OPERATOR INDUCTION PROGRAM - 2018 HANDHELD PRODUCTS (Just click on a model number to get started)

HANDHELD PRODUCTS (Just click on a model number to get started)

PRODUCT GROUP

MODEL

PRODUCT GROUP

MODEL

Battery Chainsaw

536LiXP

Brushcutter

324LDx

Battery Chainsaw

T536LiXP

Brushcutter

324RX

Battery Trimmer

136LiL

Brushcutter

524R

Battery Trimmer

536LiL / 536LiR

Brushcutter

525RS

Battery Blower

536LiB / 538LiBX

Brushcutter

535RJ

Battery Hedge Trimmer

136LiHD45

Brushcutter

535RXT / 535RX

Battery Hedge Trimmer

536LiHD60X

Brushcutter

555FX / 345FR

Battery Pole Saw

536LiP4 / 536LiPT5

Battery Lawn Mower

LC141Li

Blower

356BTX

Blower

125BVX

Chainsaw

3120XP

Blower

525BX

Chainsaw

395XP

Blower

530BT

Chainsaw

390XP

Blower

570BTS

Chainsaw

570 / 576XP

Chainsaw

556 / 562XP

Power Cutter

K1260

Chainsaw

550XP

Power Cutter

K760

Chainsaw

T435

Power Cutter

K970

Chainsaw

T540XP

Chainsaw

440e II

Hedge Trimmer

226HD60s

Hedge Trimmer

327HEx

Hedge Trimmer

122HD45 / 60

Trimmer

322L

Trimmer

522L

Trimmer

524LK

Pole Saw

327PT5s

Trimmer

525LST/525RJD

Pole Saw

525PT5S

WHEELED PRODUCTS (Just click on a model number to get started)

WHEELED PRODUCTS (Just click on a model number to get started)

PRODUCT GROUP

MODEL

PRODUCT GROUP

MODEL

Lawn Mower

LC19 / 19A / 19AP

Zero Turn Mower

Z246i

Lawn Mower

LB 548Se / LB 553Se

Zero Turn Mower

Z242E / F

Zero Turn Mower

Z248F

Tractor

TC130

Zero Turn Mower

Z254

Tractor

TC238

Zero Turn Mower

MZ52LE

Tractor

TC342

Zero Turn Mower

P-ZT 54

Tractor

TS138

Zero Turn Mower

M-ZT 61

Tractor

TS242

Zero Turn Mower

PZ29 / 34

Tractor

TS246

Tractor

TS342

Rider

R120C

Tractor

TS348

Rider

R216

Tractor

TS352

Riders

R316T / R316TSAW

Commercial Front Mower

P525D / P524

Rider

R 322T AWD

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Husqvarna is a registered trademark. Copyright © 2018 HUSQVARNA. All rights reserved. Husqvarna Australia Pty Ltd. ABN 45 115 475 619 Locked Bag 5, Central Coast BC, NSW 2252 Phone: 02 4352 7400 Fax: 02 4352 7499 Website: www.husqvarna.com.au Husqvarna New Zealand Ltd. Company Number 111 861 PO Box 76 437, Manukau City, Auckland 2241 Phone: 09 920 2410 Fax: 09 920 2429 Website: www.husqvarna.co.nz


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