Employment prospect of automobile service engineering

Observation and Analysis on Employment Prospects of Automobile Service Technology and Marketing Specialty

At present, China's automobile industry is developing rapidly, but both technology and sales are not on the same starting line with the international market. Whether the automobile industry can be in line with international standards requires a large number of relevant professionals to develop technology and open up markets. From this perspective, the employment prospects of automobile service technology and marketing specialty are bright. So, what is the demand status of automotive service technology and marketing professionals? What are the professional requirements of this industry? The following Jiangxi Linde Talent Network Xiaobian will observe and analyze the employment prospects of automobile service technology and marketing majors with you.

Present situation and demand of automobile marketing talents

Since the middle and late 1990s, the automobile industry has developed rapidly as a pillar industry in China. In 2006, the total demand of China automobile market exceeded 7 million vehicles, accounting for 65,438+00% of the global automobile market sales for the first time. In 2008, the production and sales of China automobile market were 93,455,438+10,000 and 9,380,500 respectively. Although affected by the financial crisis, the production and sales volume of China automobile market in 2008 did not reach the expected100000 vehicles, China automobile industry mainly focuses on domestic sales and imports. At the beginning of 2009, domestic and foreign automobile manufacturers increased their efforts to explore the domestic market, and added policy measures such as going to the countryside, subsidizing scrapped cars, reducing the purchase tax of small-displacement cars, replacing road maintenance fees with fuel tax, and revitalizing the automobile industry. At the same time, various manufacturers have introduced new models one after another, achieving 2000.

According to the statistics of China Automobile Industry Association, in April 2009, the automobile output reached1156,800 vehicles, up 56 1% from the previous month and 7.89% from the same period last year. Sales 1 153 1 10,000 vehicles, up 3.9 1% month-on-month and 24.97% year-on-year, of which passenger cars sold 83 1 10,000 vehicles, up 37.37% year-on-year. In the first four months of this year, China's total automobile sales reached 38310.9 million, up 9.43% year-on-year, surpassing the United States and becoming the world's largest consumer. According to the data released by China Passenger Car Association, in May 2009, the production and sales volume of passenger cars once again exceeded 800,000. Domestic automobile sales increased year-on-year for five consecutive months. Passenger Car Association predicts that in 2009, China's automobile sales will greatly exceed last year's level, and the overall sales will exceed 1 1 10,000 vehicles, up 9% year-on-year.

As far as Beijing is concerned, as the political, cultural and economic center of the country, the sales and possession of automobiles are definitely the first in the country. Beijing's automobile market accounts for more than 10% of the whole country, with the most complete products and the richest models. The latest car will be listed in other markets first. Automobile production and sales increased by 7.8% year-on-year.

Shanghai, Shenzhen and other central cities have also experienced rapid growth since the second quarter of this year, with year-on-year growth above everything else. In May, the daily average number of new cars registered in Shenzhen reached 470, approaching a record high. From the automobile sales, we know that the sales of various models have increased, and some models have queued for booking, which has led to another peak season for automobile consumption.

With the continuous growth of car ownership, the market space of new car sales, car maintenance, spare parts supply, financial services, insurance services, spare parts sales, used car sales, traffic driving education and so on in the automotive aftermarket is constantly expanding. Generally speaking, the automobile after-sales service market is the most stable profit source in the automobile industry chain, accounting for about 60%-70% of the total profit. At present, compared with the shrinking profit of automobile sales, the profit rate of China automobile after-sales service market is as high as 40%, and the whole market is still in the primary stage, with amazing development potential. According to the forecast in 2006, by 20 10, China's automobile aftermarket will reach a huge scale of190 billion yuan, ranking second in Asia after Japan, a big country in automobile industry. Now it seems that this year is likely to become the first in Asia.

The automobile aftermarket needs a large number of employees. For a long time to come, there will be more and more enterprise market behaviors in the automobile aftermarket, such as enterprise management, automobile beauty trade, automobile insurance, claim settlement, etc., and a large number of relevant professionals who know automobile professional knowledge are urgently needed. The demand for car beauty and marketers will continue to rise, and the demand for talents will reach a large scale. But at the same time, the current personnel quality is far from meeting the needs of industry development. Because of the shortage of professionals who have been systematically studied, a large number of untrained personnel have entered the automobile service industry. Among the people engaged in the automobile service industry in China, 38.5% have junior high school education or below, 565,438+0.5% have senior high school education, and only 65,438+00% have junior college education or above (most of them have junior college education, but few have undergraduate education), and the structural ratio is about 4: 5: 65,438+0. In developed countries, the ratio is generally 2: 4: 4. The skill level of employees is also worrying, with technicians and senior technicians accounting for only 8% of the total number of technicians. Due to the poor overall quality of employees, low labor production efficiency, low management level and poor service quality. In recent years, this situation has improved due to the entry of secondary vocational and higher vocational automobile graduates into the market, but there is still a shortage of high-quality professionals, especially compound talents with various professional knowledge and skills. This year's automobile service enterprises still need graduates in short supply.

In the second-hand car market, there is also a rapid growth momentum. In recent years, the automobile market in China has developed rapidly. In 2003, China has surpassed German to become the third largest automobile consumption market in the world, and jumped to the second place in the world two years later. With the number of new cars reaching a certain level, the second-hand passenger car market in China, as another new force in the automobile market, is gradually rising and growing. According to Huanya's forecast, the gap between the sales of second-hand passenger cars and new cars will be further narrowed, reaching12 of the sales of new cars in 20 12 years. However, there is still a clear gap between this and the mature second-hand passenger car market performance in developed countries (second-hand passenger cars are about 2 ~ 3 times that of new cars). In the next few years, the total supply and demand of second-hand passenger cars in China will continue to grow steadily. According to the investigation of the used car market in Beijing, there are very few second-hand car salesmen and appraisers with standardized education in the process of second-hand car trading, and the whole market urgently needs second-hand car salesmen and appraisers with formal education and high quality to enter the field of automobile sales in order to improve the service quality of the whole automobile service industry.

Distribution of automobile marketing post groups

Through the classification of the survey results, we can divide the scope of business activities involved in automobile service into different types from different angles, which can be divided into:

Purchase and sale services: vehicle sales, parts sales. Second-hand car trading, financial loans, advertising, automobile consultation, automobile exhibition, etc. ;

Use services: manage agents. Fuel supply. Maintenance and repair. Beauty decoration, parking lease, navigation support, accident rescue, anti-theft and security, driving school, motel, etc.

Rights and interests services: legal consultation, inspection and arbitration, accident analysis, insurance claims, etc.

Automobile service covers all aspects of automobile consumption, but all services are based on automobile technical knowledge and need the support of relevant knowledge.

(1) Automobile sales and other enterprises

Automobile sales enterprises are the main employment direction of automobile technical service and marketing specialty. The working groups of automobile sales enterprises can be divided into:

serial number

Postal section

Main position

Typical work task

1

auto/automobile/car sales

sales consultant

Organize and implement the automobile sales plan, and complete the whole business process of automobile sales customer reception, model introduction, customer negotiation and transaction; Conduct business communication and technical exchange with relevant personnel.

sales assistant

Showroom Manager

Sales director

2

market department

marketer

Make automobile business promotion plan, contact manufacturers, manage resources, conduct online marketing, organize advertising and brand promotion activities.

Planner

Marketing director

three

customer service

Customer Service Executive

Receive customers, pay a return visit, manage customer relations, maintain customer relations, and promote ordinary customers to develop into loyal customers.

Customer Service Manager

four

Spare parts department

Spare parts expert

Understand customer needs, recommend suitable auto parts or auto supplies for customers, correctly explain the use of spare parts or supplies, accurately settle accounts, and submit invoices and other bills.

Spare parts manager

five

Used car sales

Used car sales

Used car evaluation, organization of supply and marketing.

six

Auto insurance settlement of claims department

Director of insurance

Entrusted by customers, design vehicle insurance schemes for customers, truthfully explain vehicle insurance laws and regulations, and issue declaration forms and relevant documents and vouchers; Accept the customer's report, conduct on-site investigation of the accident vehicle, correctly estimate the accident loss, correctly calculate the compensation amount, and sort out and issue the corresponding documents and vouchers.

Insurance supervisor

seven

after service

Maintenance consultant

Customer car into the factory maintenance reception; Diagnosis of common faults; Maintain customer service tracking; Communicate with insurance claims, maintenance and other departments.

In automobile sales and other enterprises, students majoring in automobile technical service and marketing can practice and subdivide their positions:

1) sales consultant; 2) reception at the front desk; 3) insurance underwriter 4) insurance adjuster; 5) renewal Commissioner; 6) service consultant; 7) customer service specialist; 8) waiter; 9) exhibition hall statistician; 10) sales staff of fine products and accessories, etc.

(2) All insurance companies and enterprises

According to the current situation of the insurance industry, students majoring in automotive technical service and marketing can practice and get employment in relevant property insurance companies. Details are as follows:

1) underwriting post

Underwriting post: the main job is to issue insurance policies. This position requires professional insurance knowledge, aiming at the automobile major, taking "automobile insurance and claim settlement" as the advantage, and not much else is involved. Underwriting positions are divided into:

Backstage: Counter operators, with fixed working hours, are mainly responsible for receiving customers at home and making some work arrangements in the store.

Field work: mainly responsible for contacting customers and pulling insurance premiums for stores, commonly known as "running insurance".

2) Insurance claim position

Loss assessor: To determine the damage of the accident car and conduct on-site investigation requires professional knowledge of the car, corresponding to car beauty and marketing majors, such as: which parts are damaged and need to be repaired or replaced after the accident car accident, which depends on the understanding of the car structure, such as "engine structure and maintenance" and "automobile chassis structure and maintenance", and requires experience. Insurance companies will train and test the injured for the primary certificate after joining the company, and take the intermediate certificate and advanced certificate after working for six years. The development prospect of this position is very good.

Loss assessor: After determining the loss, the higher authorities need to determine the loss, and the loss assessor is one level higher than the loss assessor. Without several years of work experience, it is not easy to get on the job.

Claimant: In the final stage of the insurance claim, the assessor needs to review the final claim. This work can usually be done by experienced employees. However, through the work experience of loss adjusters, the promotion of loss adjusters and loss adjusters can be realized.

The auto sales, market planning, auto maintenance, auto insurance claims department, auto parts sales, used car evaluation and sales department of Auto AS Store has the following positions:

Professional ability requirements of automobile marketing talents

Through investigation, the professional ability requirements of automobile marketing positions are broken down according to professional ability, social ability and method ability, which are concentrated in the following table. The table shows that in terms of professional ability, it basically includes the ability required by the post group for automobile marketing business, and its social ability focuses on professional accomplishment, cooperation and communication, and planning and innovation ability.

Professional ability

social skills

Method ability

1, with basic computer operation ability;

2, with the ability of automobile product market research,

3. Have rich knowledge of automobile structure and the ability to carry out technical evaluation on automobiles;

4. Master the basic principles and sales skills of automobile sales;

5. Have the ability to plan and organize the implementation of automobile sales;

6. Have the ability of on-site management of automobile sales and master the user's psychology and social etiquette;

7. Have the ability to engage in auto insurance, survey and claim settlement business;

8. Master the knowledge and skills of automobile after-sales service;

9. Have knowledge and skills related to safe and civilized production and environmental protection.

10, driver's license, familiar with car driving.

1, with good professional ethics and law-abiding;

2. Good interpersonal and communication skills;

3. Have good team spirit and customer service consciousness.

4. Have certain organization and coordination ability.

1, the ability to make work plans;

2. Ability to solve practical problems;

3. Ability to learn new technologies independently;

4. Evaluate the ability to summarize the work results.

Professional Quality Requirements of Automobile Marketers

In the investigation, Hunan Communications Vocational and Technical College further investigated the professional quality requirements of automobile marketers. The survey shows that in the professional quality 13 index of automobile marketers, the humanistic quality requirements such as professional ethics, execution ability, professionalism, cooperation spirit and discipline concept are in the forefront. Although there are differences in the quality requirements of employees at different levels, the requirements for these humanistic qualities are all in the forefront without exception. Guangdong Communications Vocational and Technical College and other institutions have also conducted surveys on this related content, and the survey results are similar, indicating that modern enterprises pay more and more attention to the humanistic quality and basic quality of employees, and pay more attention to employees' recognition and dedication to the enterprise.

Ranking of the most important items of employee quality

project

Senior management

Middle manager

instructor

Service/sales consultant

Average

classify

professional ethics

10.0

10.0

9.92

9.64

9.89

1

executive capability

9.82

9.89

9.73

9. 14

9.65

2

professional ethics

9.45

10.0

9.36

9.57

9.60

three

team spirit

9.27

9.89

9.33

9.57

9.52

four

Subject concept

9.55

9.44

8.75

9.57

9.33

five

enterprising spirit

9.00

10.0

8.75

9.43

9.29

six

awareness of quality

9.36

9.33

9.33

8.7 1

9. 18

seven

Spirit of study

9.45

9.33

8.83

9.07

9. 17

eight

Innovation capacity

8.64

9.67

8.83

8.93

9.02

nine

professional knowledge

7.82

8.80

9.40

9.50

8.89

10

legal awareness

9.00

9.00

8.67

8.43

8.77

1 1

technical competence

7.36

8.89

9.33

9. 14

8.68

12

Cultural knowledge

8.00

8.60

8.67

8.79

8.5 1

13

Remarks:

The differences in different levels of projects show that employees have the most important qualities.

project

High-ranking

project

Intermediate (horizontal)

project

instructor

project

staff

professional ethics

1

professional ethics

1

professional ethics

1

professional ethics

1

executive capability

2

professional ethics

2

executive capability

2

professional ethics

2

Subject concept

three

enterprising spirit

three

professional knowledge

three

team spirit

three

professional ethics

four

executive capability

four

professional ethics

four

Subject concept

four

Spirit of study

five

team spirit

five

team spirit

five

professional knowledge

five

awareness of quality

six

Innovation capacity

six

awareness of quality

six

enterprising spirit

six

team spirit

seven

Subject concept

seven

technical competence

seven

executive capability

seven

enterprising spirit

eight

awareness of quality

eight

Spirit of study

eight

technical competence

eight

legal awareness

nine

Spirit of study

nine

Innovation capacity

nine

Spirit of study

nine

Innovation capacity

10

legal awareness

10

Subject concept

10

Innovation capacity

10

Cultural knowledge

1 1

technical competence

1 1

enterprising spirit

1 1

Cultural knowledge

1 1

professional knowledge

12

professional knowledge

12

legal awareness

12

awareness of quality

12

technical competence

13

Cultural knowledge

13

Cultural knowledge

13

legal awareness

13

Problems existing in automobile sales professionals

Through the investigation in several areas, it is found that the hardware conditions of domestic automobile 4S stores are quite advanced and complete, but the software is relatively weak. According to the survey, the prominent contradiction of human resources of various types of work in the front desk of automobile 4S shop is that the comprehensive professional ability of employees can not meet the standards set by manufacturers, which restricts the speed and quality of industry development. As far as automobile sales business is concerned, there are some problems in personnel structure and personnel quality, mainly in the following aspects.

1, service consultants have low professional quality and weak service awareness.

Service consciousness refers to the attitude and concept of all members of the enterprise to serve customers, including enthusiasm and responsibility for customer service. It is the content and premise of developing quality service and building service culture. Lack of service awareness is a common problem among front desk staff. Most brand car 4S stores in Changsha were established in the past three years. In order to cope with the sharp increase in automobile maintenance, many enterprises have no choice but to relax their requirements on the scale of employment. Many front desk employees have not experienced systematic professional knowledge learning, nor can they understand the positive role of good service etiquette in their work. Due to the gap in professional ethics, we will unconsciously consider personal interests when providing services to customers. Whether the transaction amount can be increased is the first condition to achieve the purpose of communication and enthusiasm. The dislocation of service attitude and concept makes it impossible for the best job training to play a role. Many service consultants understand the sense of responsibility as going to work on time and completing the assigned tasks. Although it can't be miscalculated, it is still insufficient in the current increasingly fierce competition in the industry. In the actual work process, few employees regard providing satisfactory service to customers as an important standard of their sense of responsibility. All customers who come to 4S shopping malls have different types of problems to solve. Whether they are willing to help customers solve problems depends on their sense of responsibility and enthusiasm. Service consciousness is finally reflected in words and actions, and language use ability is a work ability that most employees feel needs to improve. Whether the problem can be explained clearly basically determines the customer's feelings about the personal quality of the service consultant, and whether the customer is willing to leave his own needs to the enterprise to meet, which also reflects the service consultant's own conceptual ability and the ability to ponder over the customer's psychology. The main leaders of the enterprises we contacted all thought that the service consciousness of the front desk staff was more important than the knowledge of related automobile products.

2. The knowledge structure of the front desk service personnel is unreasonable.

At present, the service reception staff is divided into three parts: 1) Most of them are interns; 2) A few ordinary employees; 3) Technical backbones recognized by individual enterprises. There is no clear national technical level requirement in this respect. Because the technical content of maintenance service reception work is relatively high (vehicle fault diagnosis), most enterprises choose employees with strong communication skills from maintenance workers to maintain service posts. However, in practice, this model is not very successful. First, what knowledge and ability should be used more in maintenance service positions? All maintenance service supervisors say that the ability of "communication" and "thinking about customers' psychology" and service awareness are the most important, and there are few opportunities to judge vehicle failures and need rich maintenance experience. Even if there is, you can also transfer workshop inspectors to assist in handling. Of course, if employees have the ability to communicate and coordinate with others, it will be better to have maintenance knowledge and fault inspection ability, but the treatment of such people will not be low. Enterprises often divide their technical levels according to their work experience and practical ability. Due to the limited workload of vehicle inspection, from the perspective of operating costs, they will not retain a large number of maintenance service personnel with high salaries. So we can see in many 4S shops that in order to save employees' wages, most bosses will hire many interns and acquiesce in these incompetent interns to repair and receive customers' cars alone, so as to save money. Secondly, the interns in the maintenance service personnel basically have enough theoretical knowledge of automobile products, but basically have no sense of service, or basically do not know the meaning of service awareness. Most of the improvement of comprehensive professional ability depends on their own work experience, which makes them grow up for a long time and enterprises invest too much in talent training. This is what we call an unreasonable knowledge structure. Only having knowledge of automobile products can't meet the job requirements of maintenance service posts, and there is also a lack of such guidance in the school curriculum system, because this is not a problem that can be solved by a single course.

In addition, due to regional differences, the starting salary of maintenance service positions in some 4S shops is very low, which is also a very important factor leading to the increase of personnel mobility. The evaluation standard of employees' working ability in enterprises is different from that of employees' own working ability. Enterprises have finally trained talents, but after working for several years, the salary standard of employees still lags far behind their expectations, and their enthusiasm is naturally low, leading to job-hopping or career change. The psychological instability of post personnel directly affects the enthusiasm of work and the quality of service provided to customers.

3. Lack of lean management awareness and low work efficiency.

The management mode of automobile 4S shop is basically implemented according to the requirements of automobile manufacturers. When each brand decides to build a new 4S store, it needs a unified national model. The level of economic development varies from place to place, and the local conditions and customs vary greatly. Managing according to a unified model will cause many problems. In addition, investors generally pursue the business philosophy of "making money is the last word", and the short-term behavior of rushing to recover investment is obvious, which will hinder the efficiency of management. In China's automobile industry chain, production, sales and after-sales service are different profit links, but they are basically divided into two major links: manufacturing and after-sales. To this end, manufacturers will pay attention to providing support for 4S stores in product technology and related testing equipment, and pay attention to maintaining customer satisfaction in management. As long as the customer satisfaction standard required by the manufacturer is met, the manufacturer rarely asks about other management of the 4S shop, let alone training and guidance. Every 4S shop is striving for customer satisfaction for the benefit of year-end rebate, but it is difficult to ensure customer satisfaction due to uncoordinated or even contradictory management in other aspects.

In the process of visiting and investigating, all human resources directors of 4S stores have the same feeling, that is, among technical management and business management personnel, the proportion with professional titles is low, accounting for 53.35% with professional title certificates and 46.65% without professional titles. The structure of professional and technical management personnel is unreasonable, among which 46.7% are junior, 40.2% are intermediate and13.1%are senior; Among those with senior titles, 23.3% are over 55 years old.