Service Before Sales
Page 27
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SPECIALIZATIONI s being developed to a. high degree by the makers of the " popular " types of commercial vehicle. It extends to research and sales, and is directed towards the production of better vehicles and the satisfaction of each operator's particular needs.
The exacting requirements of overseas users demand that, apart from the normal tests made with new designs in this country, prolonged and do:ailed investigations should be conducted abroad. Skilled technicians are needed for this work, but there is an acute shortage of them. The level of salaries paid in engineering to trained men of the minor executive grade does' not encourage well-educated youths to undergo long periods of apprenticeship and, at the moment, -the tendency is for manufacturers to fill vacancies by " buying " staff from one another.
The importance of strengthening the commercial-vehicle industry's engineering staff is, however, fully realized and some makers are taking urgent measures to do .30. One large concern recently engaged a batch of 50 technicians, and others are searching equally keenly for highly trained young men who are able to apply scientific knowledge commercially.
Qualifications Required There is a preference for men of 25 to 35 years of age, who have served an apprenticeship or had works experience, coupled with academic qualifications in engineering, ranging from the National Certificate upwards_ The younger recruits are given every opportunity of travelling overseas with vehicles undergoing tests and of settling technical problems on the spot. A wide range of practical knowledge is thus being built up on a sound scientific foundation.
In the factories of the " popular " makers, there is a keen demand for specialized research engineers, who work in small groups under a section leader. Each group deals exclusively with a pagicular component, such as an engine, clutch or gearbox. and is entirely responsible for the design and performance of the unit. The work of the specialists is co-ordinated 'by a superintendent, who, in turn, is answerable to the chief engineer.
Technical qualifications are being raised also on the sales side. The salesman of days gone by is effete and is generally being replaced by a man who is primarily an engineer and only secondarily a sales representative. In addition to his technical qualifications, he needs also a sound knowledge of the law and of the economics of transport, and is, indeed, called upon to be a "universal aunt" to the small operator.
In the past, the reputations of some manufacturers have been damaged by inexpert salesmanship. Operators have been induced to buy vehicles totally unsuited to the class of work to be done. Now, the satisfaction of the customer is of paramount importance and the making of a sale is a secondary consideration.
Satisfaction Guaranteed Manufacturers are instructing their sales staffs to study, in each case, the conditions of operation. If the standard product is unsuitable and cannot be modified to meet the operator's requirements, he is to be told so plainly, and no attempt is to be made to sell him a vehicle that will not be completely satisfactory. Having decided upon this enlightened policy, manufacturers are now faced with the problem of recruiting the right type of man. Training schemes have long been operated by the leading makers and, within their limits, are highly successful. The need is, however, for an even greater volume of candidates.
It will probably be obtained only by making the post of executive engineer more attractive financially. Already it is an occupation offering variety and interest, with opportunities of travel, but . intellectual merit is not a complete substitute for monetary reward. The " backroom boys" are worthy of their hire.
This matter is bound up in the whole post-war problem of the differential between the pay of skilled artisans and of qualified technicians. The division has become too narrow and calls for review on a national scale.