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
11
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