What You Need To Know Service - TMHU Learning Centerelearning.mytmhu.com/static/scorm/89/data/downloads/2011 what you... · What You Need To Know Service Master Technician Certification

What You Need To Know Service


This document is designed to provide you with important reference materials as you get

started in your new position. We suggest that you read through this document to

familiarize yourself with common terminology and to obtain information on various training

programs that are available to you through the TMHU Learning Center. You may also want

to print a copy of this document to refer to as you get accustomed to your new position.


TMHU Learning Center

Let’s start out by looking at the various training resources that are available to you in the

TMHU Learning Center.

To access these resources you will need to login to the Toyota Portal using your TMHU

supplied Username and Password.

Once the Portal Home page is displayed, click on the tab labeled Toyota Links.


Once on the Learning Center Home page, you will be free to select from several tabs and

hyperlinks that will take you to various training documents and course listings.

Dealership personnel are automatically registered for training courses based on their job

title assigned to them in StaffMaster. To view all the courses you are currently registered

for click on the “My Courses” tab and all courses you are currently registered for will be

displayed.


Some courses may require prerequisites. To identify which courses have prerequisites and

to see a recommended order to complete these courses, refer to the Technical Training

Program Guide located under the “Documents” tab.

Technical Training Program Guide

TMHU’s Technical Training Program Guide is your reference document for all things

regarding training for dealership service department personnel. Our curriculum provides

both basic and advanced e-learning and classroom instruction on all systems related to

Toyota forklifts. Inside the training guide you will find information regarding these topics:

Instructions for scheduling and attending instructor led courses

Information on accessing and completing e-learning and video training

Details on participating in Toyota’s Master Technician Certification Program

Classroom training course descriptions

Instructions on where to order service publications


Master Technician Certification Program

The Toyota Master Technician Certification Program was developed to encourage

continued training participation, professional growth, and technician retention within the

Toyota organization. The program consists of four levels: Bronze, Silver, Gold, and Platinum.

To progress from one level to another in this program a technician must attend all required

training courses, complete Toyota video and e-learning training, become ASE certified and

continue to be employed by a Toyota Industrial Equipment Dealer. Bronze, Silver and Gold

levels are valid from the date. However a technician may lose certification due to expiration

of ASE’s. If a new requirement(s) are implemented, technicians will be given a grace period

of 12 months to complete the new requirement(s) before losing current certifications.

Platinum certification is determined by participating in an annual online test and achieving a

score in the top 10% of all participants. Platinum certification is valid for 1 year. Please refer

to the Master Technician Certification Program brochure, located under the “Documents”

tab in the TMHU Learning Center.


Voice of the Customer (VOC)

Dealers are a vital link in Creating the Ultimate Customer Experience. The Voice of the

Customer (VOC) is a survey system that was designed to help improve customer retention

and exceed market performance. In support of this strategy, the VOC process has been

created to deliver the following program benefits:

Provide a direct communications link between customers, dealers and TMHU

Establish a continuous measurement and benchmark tool to assess progress

Confirm that critical sales and delivery steps are completed

Enable early detection of customer dissatisfaction

Measure satisfaction with service and parts support

Identify unmet customer needs for dealer support and future product features

Provide an effective means to listen and learn from your customers

What Drives Customer Satisfaction

TMHU asks every Toyota Industrial Equipment dealer to build a relationship with their

customer that begins with the pre-sales activities that culminate in the equipment sale and

delivery. It is important to remember that although the selling process may be complete,

the relationship is just beginning. TMHU’s goal is to continually improve our products, while

encouraging our dealers to deliver unparalleled customer satisfaction, thereby further

distancing themselves from the competition. Some general areas of focus that drive

customer satisfaction are:

After sale follow-up

Aftermarket support

Product availability

Strong relationships

Parts availability

Product performance

Knowledgeable sales staff

Product reliability

Workmanship

As more customer survey data is collected, sophisticated statistical analysis tools will be

used to better understand and define which dealer performance attributes are most


important to Toyota customers. These analytical techniques will tell us more about the “Key

Drivers of Satisfaction” and where dealers should best spend their energy to improve

overall customer satisfaction.

Surveys

To ensure we are providing our customers the best possible service we send out surveys in

regards to their experiences with our dealerships. When our customer receives a new

Toyota forklift the survey system starts.

One month after delivery of a new forklift, our customer receives a sales and delivery

experience survey. The purpose is to get input on how the sales process was presented.

Six months after delivery of a new forklift, our customer receives a service and parts

experience survey. Our customer is asked to rate the performance of the dealership on

parts and service operations and overall satisfaction with their forklift.

After one year the customer receives a 12 month product experience survey. The survey

asks the customer to rate their overall customer satisfaction with the product and the

dealership after 1 full year.

All survey information is reviewed by Toyota Material Handling, USA and the dealership.

Take a moment to review the example survey included here for your reference.





Warranty Reference

This reference sheet will provide you with important information regarding warranties on

Toyota forklifts.

Note: All hour meter readings are based on key-on time.


Class I Current Production Trucks Warranty Coverage Warranty Coverage Part Warranty Coverage Part Warranty Coverage

8 Series TIEM Built Basic 12 Months or 2,000 Hours Powertrain 24 Months or 4,000 Hrs 6 Months / 1,000 Hrs Travel / Cartage

7FBCU15.18.35.45.55 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

8FBCU20.25.28.30.32.HU25 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

7FBEU15.18.HU18.20 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No


7 Series Japan Bui l t Bas ic 12 Months or 2,000 Hours Powertra in 24 Months or 4,000 Hours 6 Months / 1,000 Hrs Travel / Cartage

7FBH15.18.20.25, 7FB30.J35 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No


7 Series Raymond Bui l t Bas ic 12 Months or 2,000 Hours Powertra in 24 Months or 4,000 Hours 6 Months / 1,000 Hrs Travel / Cartage

7BNCU15.18.20.25 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

Class II Current Production Warranty Coverage Warranty Coverage Part Warranty Coverage Part Warranty Coverage

6 Series Order Picker Bas ic 12 Months or 2,000 Hours Powertra in 24 Months or 4,000 Hours 6 Months / 1,000 Hrs Travel / Cartage

6PU15 Appl icable Appl icable - Drive Mtr. & Mtr. Cntlr. Appl icable - Part & Labor i f dealer insta l led No / No


*7 Series Reach

*Carries 1 Coverage of 24 Months or 4,000

Hours *Carries 1 Coverage of 24 Months or 4,000 Hours 6 Months / 1,000 Hrs Travel / Cartage

8BRU18 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

8BRU23 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

8BDRU15 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No


*7 Series Picker Bas ic 12 Months or 2,000 Hours Powertra in 24 Months or 4,000 Hours 6 Months / 1,000 Hrs Travel / Cartage

7BPUE15 Appl icable Appl icable - Drive Mtr. & Mtr. Cntlr. Appl icable - Part & Labor i f dealer insta l led No / No

Class III Current Production Warranty Coverage Warranty Coverage Part Warranty Coverage Part Warranty Coverage

6 Series Bas ic - 4 Months or 750 Hours Major Components - 12 Months or 2,000 Hours 90 Days / Unl imited Hours Travel / Cartage

6BWS11 Appl icable **Appl icable - See Major Component Lis t Appl icable - Part & No Labor Covered No / No



6BWR15 Appl icable **Appl icable - See Major Component Lis t Appl icable - Part & No Labor Covered No / No

6BWC10 Appl icable **Appl icable - See Major Component Lis t Appl icable - Part & No Labor Covered No / No






7HBW23 Appl icable **Appl icable - See Major Component Lis t Appl icable - Part & No Labor Covered No / No





8HBW30 Appl icable **Appl icable - See Major Component Lis t Appl icable - Part & No Labor Covered No / No

8HBE30 Appl icable **Appl icable - See Major Component Lis t Appl icable - Part & No Labor Covered No / No

8HBE40 Appl icable **Appl icable - See Major Component Lis t Appl icable - Part & No Labor Covered No / No

8HBC30 Appl icable **Appl icable - See Major Component Lis t Appl icable - Part & No Labor Covered No / No

8HBC40 Appl icable **Appl icable - See Major Component Lis t Appl icable - Part & No Labor Covered No / No

8TB50 Appl icable **Appl icable - See Major Component Lis t Appl icable - Part & No Labor Covered No / No

Class IV Current Production Warranty Coverage Warranty Coverage Part Warranty Coverage Part Warranty Coverage

7 & 8 Series TIEM Bui l t Bas ic 12 Months or 2,000 Hours Powertra in 24 Months or 4,000 Hours 6 Months / 1,000 Hrs Travel / Cartage

8FGCU15.18.S20.20.25.30.32 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

7FGCU35.35-BCS.45.45-BCS.55.55-BCS.60.70 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

Class V Current Production Warranty Coverage Warranty Coverage Part Warranty Coverage Part Warranty Coverage

7 & 8 Series TIEM Bui l t Bas ic 12 Months or 2,000 Hours Powertra in 24 Months or 4,000 Hours 6 Months / 1,000 Hrs Travel / Cartage

8FGU/8FDU15.18.20.25.30.32 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

7FGU/7FDU35.45.60.70.80 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

7FGKU/7FDKU40 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

7FGAU/7FDAU50, 5FD70 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

Class VI Current Production Warranty Coverage Warranty Coverage Part Warranty Coverage Part Warranty Coverage

Japan Bui l t Bas ic 12 Months or 2,000 Hours Powertra in 24 Months or 4,000 Hours 6 Months / 1,000 Hrs Travel / Cartage

2TD20.25 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

2TE15.18 Appl icable Appl icable Appl icable - Part & Labor i f dealer insta l led No / No

*Complete truck warranty - Only one Warranty policy covering this model - 24 Months or 4,000 Hours

**Major Components: Drive Motor (no brushes), Hydraulic Pump & Motor, Contactor Panels or Assemblies (no tips), Motor Controller, Drive Unit, Truck Frame

See Warranty Certificate for Exclusions and Limitations to the coverages. (Certificate part # 00702-00709-8H, 00702-00709-7P, 00702-00709-H, 00702-00704-8H)


Toyota Acronyms

An acronym is a word formed from the initial letters of a series of words. We use a lot of

acronyms at Toyota so we wanted to provide you with a listing of them for your reference.

AC Alternating Current / Brushless Motor Technology ADI Aisin Drivetrain Incorporated AH Ampere Hours AMC Active Mast Control ANSI American National Standards Institute B700 7FBC(H)U 15-32 / 7FBCU 35-55 BCS Boxcar Special BDI Battery Discharge Indicator BUA Backup Alarm BW Backward Direction BWI Brush Wear Indicator C/W Counterweight CARB California Air Research Board CHPS Centralized Hydraulic Power System CQE Customer Quality Engineering Feedback Group Cu Cushion Type Tires (solid rubber) D700 7FG(D)U 35-80 / 7FGCU35-70 DC Direct Current PDC Parts Distribution Center E700 7FBE(H)U 15-20 ECS Electronic Controlled System EFI Electronic Fuel Injection EHPS Electro-Hydraulic Power Steering EPA Environmental Protection Agency EPC Electronic Parts Catalog EPO Emergency Power Off EZ Pedal Directional Pedal Control FHPS Full Hydraulic Power Steering FL Manual Forklift Specification Manual FPM Feet Per Minute FSV Mast Wide Visible Full Free Lift Mast (3-stage) FTP Fully Tapered Polished FTS Field Technical Specialists FV Mast Wide Visible Full Free Lift Mast (2-stage) FWD Forward Direction


GE General Electric GM General Motors GPM Gallons Per Minute HM Hour Meter IC Internal Combustion ITA Industrial Truck Association KW Kilowatts LBR Load Back Rest LC Load Center LPG Liquefied Petroleum Gas (propane) MCS-III Multipurpose Computer-Control System-III MFH Maximum Fork Height MOSFET Metal-Oxide Semiconductor Field-Effect Transistor NAM National Account Manager NAPSM National Account Parts & Service Manager NTCC National Training & Customer Center NDAC National Dealer Advisory Council NMR No-load Maximum Revolutions OALH Overall Lowered Height OBD Onboard Diagnostics OHG Overhead Guard ORS Operator Restraint System OSHA Occupational Safety & Health Administration Pn Pneumatic Type Tires (air filled) PRH Paper Roll Handling PSI Pounds per Square Inch PWM Pulse Width Modulation QD Quick Disconnect Couplers QFV Mast Wide Visible Full Free Lift Mast (4-stage) RDAC Regional Dealer Advisory Council RWD Rearward Direction SAP Corporate Business Management Software SAS System of Active Stability SCR Silicon Controlled Rectifier SEP EX Separately Excited Field and Armature Technology SIB Service Information Bulletin SIT Static Induction Transistor SRO Static Return to Off SST Special Service Tool TACS Toyota Advanced Control System T/C Torque Converter


TFS Toyota Financial Services TICO Toyota Industrial Companies TIEM Toyota Industrial Equipment Manufacturing TINA Toyota Industries North America TM Territory Manager TMHC Toyota Material Handling Corporation TMHU Toyota Material Handling, USA TMS Toyota Motor Sales, USA TNB Technical News Brief TPSM Territory Parts & Service Manager TSDR Toyota Special Design Request TWC Three-Way Catalyst UL Underwriters Laboratory V Mast Wide Visible Mast w/o free lift (2-stage) VOC Voice of the Customer VOD Voice of the Dealer VSCS Vehicle Speed Control System X570 Factory Production Code for these models - 8FBCU20-32 X700 Factory Production Code for these models - 7FG(D)U 15-32 / 7FGCU 20-32 /

7FGC(S)U 15-20 X888 Factory Production Code for these models - 8FG(D)U15-32 / 8FGCU15-32