Quality and Commitment Since Technician Manual

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Nigel Wilkerson
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1 Automotive Hail Damage Repair Specialists Quality and Commitment Since Technician Manual

2 To grow our business by providing quality services at great value when and where our customers want them, and by building positive, lasting relationships with our customers.

3 Act with uncompromising honesty and integrity in everything we do Satisfy our customers with innovative technology, superior quality, value and service Respect our social and physical environment around the world Value and develop our employees talents, initiative and leadership Earn the admiration of all those associated with Hi-Tech PDR worldwide

4 Hi-Tech PDR has a ZERO tolerance policy for sexual harassment. Treating people of both sexes with respect is a must to work with Hi-Tech. Being successful with Hi-Tech partner shops requires us all to be respectful, friendly, and courteous. Building relationships with Hi-Tech partner shops will result in a better and more profitable partnership that lasts through the years. Hi-Tech is wanting to set the standard in the industry not meet the minimum requirements, therefore Hi-Tech PDR supplies shirts for all technicians.hi-tech expects all its technicians to be wearing Hi-Tech uniform at all times while working with partner facilities, dealerships, or retail locations. If you need Hi-Tech shirts please advise your Hi-Tech Project or Regional Management Lead technicians are expected to wear button up shirts You must wear closed toe shoes. No sandals, flip flop etc. Shorts are permitted, but we expect a professional appearance. (no sagging, ripped clothing etc)

5 Shops and insurance partners are relying on Hi-Tech to handle their work in a catastrophe. This is a tremendous honor and privilege. We need to show our dedication to helping our shops and insurance companies succeed in their hail events. Showing up on time is essential to show our commitment. If there is work to be done at the shop we are expected to be at the shop when the doors open. Be sensitive to the shop employees. They are expected to be there when the doors open therefore it only makes sense that we should be. Do not discuss what amount you make during a hail season as this can cause issues within the shop. We need to be grateful for the work we are receiving. Hi-Tech PDR expects that if you are assigned to a shop you are working until the project ends. Communicate with your Hi-tech Regional or Project Manager for scheduled time off 2 weeks in advance, with sick days, before the start of the work day via: text, or phone call to your Hi-Tech Project or Regional Management.

6 Identify the Customers Need If we can correctly identify the customers need and meet it we will always be successful Door Dings are Performed for Free If we are already doing hail repairs at the facility. If we are not provide an estimate per the Hi-Tech PDR Matrix. Estimates and Supplements Performed as Needed We need to be responsive when the shop needs estimates or supplements Treat the Shop with Respect Always talk with respect. Hi-tech s image is based on you. Let the shop know if you are going to lunch., taking a break, leaving early etc. The Repair that is Best for the Car is Best for the Customer We need to push ourselves to fix a car the way that is best for the car and the customer. If saving a roof and spending extra time to do it is best for the car then we need to do it etc.

7 Hi-Tech PDR specializes and thrives on volume. Cherry picking panels and vehicles is something that slows every one down and leaves a bad taste with our shop and insurance partners. As the PDR specialists we need to fix all panels that can be fixed using PDR, especially roofs. Saving roofs needs to be our speciality! Hi-Tech s insurance and body shop partners rely on us to save their customers time and money by saving the roofs on the vehicles if at all possible. If a roof needs replaced this is a big decision and you need to involve your Hi-Tech Regional Management. If Hi-Tech can save roofs better than any other company we will be the preferred PDR company. Push to Paint is a good option in most shops.

8 Hi-Tech PDR is committed to push the boundaries on what can be repaired with PDR. This does not mean to promise above what your skill level is or what is possible with PDR. Be honest with the time you expect a repair will take and set the expectation low so we can meet and exceed the expectations. Hi-Tech wants to under promise and over deliver rather than over promising and not meeting expectations. If you are unsure about Hi-Techs capability to handle a situation or you are unsure about a process refer the shop to your Regional or Project Management. Hi-Tech does not want information to be given incorrectly.

9 Hi-Tech s PDR Matrix is an industry standard PDR matrix that most insurance companies recognize for PDR repairs. We must stick to the PDR matrix religiously. Deviations from the PDR matrix can cause major issues within a shop and with insurance partners. Technicians caught not aligned with the PDR matrix will receive a warning, but another violation may result in being asked to leave and/or termination. When a roof panel is over the PDR Matrix there must be Hi-Tech Regional Management or shop manager approval. The PDR dollar amount needs to make sense. There are PDR Caps for Usaa insurance. (refer to PDR Caps sheet) (Example $1750 for dent count/max roof + 10 oversize dents = $2150) If asked by a shop to use a different PDR matrix for a specific insurance company please comply. Most PDR matrix s are close in pricing. If you have any concerns contact Hi-Tech Regional Management.

10 Many shops complete R/I operations themselves, but if a shop does not choose to perform R/I Hi-Tech PDR expects all professional PDR technicians to have the capability to complete their own R/I operations. If a PDR technician does not want to complete the R/I operations Hi-Tech PDR has R/I technicians available for completing R/I in most situations. PDR technicians that choose to use R/I technicians are 50% responsible for all items that are damaged due to negligence or items that are not reported to shop management ASAP. (such as a ripped headliner, glued parts etc) Most parts damaged during R/I should be covered under the insurance repair unless it was caused by carelessness. Always report damaged items. NEVER GLUE PDR Technicians are expected to perform a quality check behind the R/I technicians. Hi- Tech considers the vehicle the PDR technicians responsibility first and foremost. Important! R/I technicians are required to remove ALL pillar trim when removing headliners to prevent damage.

11 Hi-Tech PDR expects and is expected to provide estimates and invoices in a timely manner. This includes invoicing before moving the vehicle out of your stall. Realistic goals and expectations need to be set on each and every car. Please communicate with your shop or Hi-Tech Project Management if there is going to be any delay. Shops are judged on a variety of factors by insurance companies and customers. One of these is cycle time. We are there to help improve the overall workflow of the shop. Please be aware of the situation of the shop or project you are working to ensure we are doing everything we can to ensure our partners are successful. If you are a floating technician (performing repairs at multiple locations) make sure you arrive promptly and communicate clearly to the shop and Regional Management your time of arrivals and completion times.

12 Write all estimates in PDR Manage. Paper estimates are greatly discouraged. If a shop requests a paper estimate please put it in PDR Manage and write the estimate on paper for the shop. This will save us from having to write multiple estimates and allow us to hold the shops to the estimates that we wrote. Use the in application PDR matrix and avoid doing your own calculations whenever possible. We want it to be documented how many dents, mark ups, and oversize dents contributed to the price of a panel. This is professional and you will possibly avoid many issues with this method. If a manual line is needed please document where you pricing originated from (see example earlier in regards to the PDR Matrix) Convert an estimate in PDR Manage to a repair order when a vehicle is brought in for a repair. This is where you will input a supplement on an estimate if needed. (this should be rare if you wrote the original estimate) Once the vehicle is repaired and the shop is satisfied with the repair and has completed their QC, convert the repair order to an invoice, obtain a signature, and it to the shop representative instructed. Any questions with PDR Manage please refer to the PDR Manage Workflow Manual or speak with Hi-Tech Regional or Project Management. As a last resort contact Art Yavorskiy(Hi-Tech IT Director) art.yavorskiy@hi-techpdr.com

13 Document all prior damage in PDR Manage using the text boxes on each panel. If need be use a different box than the damaged panels. Notes are only included on panels that have PDR on them. Write all prior damage in one panels text box if need be. Prior damage notes will save you $1000 s of dollars! Document with photos your prior damage as well. Your personal phone will time stamp the date and prove that you did not cause damage if issues arise. Upload photos into PDR Manage. Take photos to document access holes and drip areas prior to repairs. Many shops notice damaged access holes and believe we drilled the holes. Upload the photos into PDR Manage. If there is anything noteworthy about a vehicle take a picture of it. It may save you money later.

14 1. Get shop's paperwork and verify Vin #(Estimate and Ro#) 2. Fill out the Prior Damage Report checking the headliner, interior trim, and the exterior of the vehicle. Make detailed notes and take pictures of any damage. 3. Assess damage for supplement using PDR matrix, panel caps, and accurate sizing. 4. Use PDR Manager to create estimate and input damage or scope sheet if shop prefers (very rarely). 5. Submit complete supplement to the shop and attach images of prior damage to our estimate in PDR Manager 6. Confirm that you have authorization to proceed with the repair. Make sure supplement is approved prior to starting repairsor you may not be paid for work completed. 7. Start work on most severe panels and dents to ensure all will repair correctly to our expectations. 8. Complete the pdr work. (No Drilling!) 9. QC yourself prior to getting a shop representative to QC. 10. Once shop approves repair put the vehicle back together. If any broken R/I items are discovered notify shop IMMEDIATELY and write on windshield. 11. Review prior damage sheet and notify shop of any possible new damage to exterior or interior of vehicle. 12. Use Post Inspection Checklist to ensure everything on the vehicle works correctly! 13. Turn in Post Inspection Checklist along with ing our invoice to shop respresentative

15 Communication is key to a successful relationship between the shop managers and your Hi-Tech Project and/or Regional Management. Inform the shop of all cracked paint, damaged items, failed PDR panels, or any items such as belt moldings you noticed that should be replaced. If a major issue arises (torn headliner, controversial situation etc) please inform your Hi-Tech Management. Hi-Tech s preferred method of documentation is to write on the windshield and inform shop management of these items and anything that needs communication. Also write PDR Complete on the windshield once PDR has been completed so the shop knows at a glance the vehicle has been completed and what items may need addressed such as the situations listed above. The windshield of a car should be considered the notebook of the repair for us as the PDR company. If a shop gives other directions regarding communication or informs you not to write on the windshield please comply. Please communicate the volume at your shop with Hi-Tech Management.

16 COMMUNICATION PROCESS FOR HI-TECH HAIL CARS ESTIMATE APPOINTMENTS AND DROPS FOR REPAIRS:All vehicles MUST be pre-washed by shop prior to estimate or repairs. Hi-Tech will ensure that there is adequate lighting in place for proper inspection and repairs to vehicles after pre-wash is completed IN PROCESS WORK: Lead PDR tech will report directly to CM for all in process quality control inspections PRIOR to any reassembly of the vehicle. On any large combo job where replacement might be a possibility, such as a large roof PDR, Hi-Tech technician will begin work on most difficult panel first. If PDR is not possible or major changes to repair plan are required, the supplement will be completed prior to the combo job being handed over to the body shop to avoid work being done on a vehicle that crosses the total loss threshold. IN PROCESS QUALITY INSPECTIONS: In process q/c sto be handled directly between the Hi-Tech technician and the Center Manager. CM s must approve and sign off on any work before reassembly of PDR only jobs can begin or before a combination repair is handed over to the body shop. Before the CM is brought in for quality control, lead Hi-Tech technician will have inspected vehicle to avoid re-work wherever possible. Any extra set of eyes is welcome for re-inspect(sa s, Production managers) but CM must inspect and sign off on every vehicle. INVOICING: Hi-Tech to be provided with names and information for all Center Managers. Once PDR inspection is complete, CM can electronically sign off on invoices with lead tech.

17 Hi-Tech PDR is a green eco friendly company. Hi-Tech s PaintlessDent Removal process helps prevent extra hazardous waste due to painting, repairing, and replacement of panels. As a green eco friendly company Hi-Tech has a non-smoking policy on all shop, dealership, or retail premises. Hi-Tech PDR also considers the use or possession of drugs/alchoholincluding marijuana, legal or not, grounds for termination if caught with at a shop, dealership, or retail location. Hi-Tech work area stalls need cleaned after each and every car to maintain cleanliness and a professional atmosphere. If any facility has specific cleanliness, disposal, or smoking instructions and or areas please comply with shop guidelines.

18 1. Sexual Harassment 2. Physical or Verbal Assault 3. Drilling Holes 4.No Call, No Show 5.Possession or Use of Alcohol or Drugs on Work Sites 6. Stealing

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