Mark Polke brings 32 years of experience in the automotive industry to the Bosch Service Network. Before joining Bosch, he was the Regional Marketing Manager for Bridgestone Americas Tire Operations, and prior to that co-owner of three independent tire and service shops. In addition, he served as an Area Sales Manager, Operations Supervisor and Territory Manager with Bridgestone/Firestone Tire Operations. Mark started his career selling tires and service for an independent Firestone Tire & Service center.

What is the Bosch Car Service Program?
The Bosch Car Service program is “the best Global service network known for quality maintenance and repair.” The Bosch Car Service program helps independent shop owners thrive in today’s climate of changes in vehicle technology and fast paced repair business environment. The program provides training, along with ­access to the equipment and technical information necessary to service these advanced systems. BCS helps prepare member shops and their technicians to properly and profitably service gasoline, diesel, and even hybrid vehicles and systems.

Bosch offers independent ­repair shops:
• A well recognized, high quality brand
• Quality, OE level parts
• State of the art test ­equipment
• Technical training
• Hotline support
• Marketing programs & tools
• Partner programs
• Future technology

Are there requirements to join the program?
Yes, the qualifications are:
• Technical expertise on ­import and domestic ­vehicles.
• Technicians with a high level of competence, where ­ongoing training is a ­company priority.
• Superior customer service.
• Clean, accessible, well ­organized, professional facility.
• Commitment to use of Bosch parts.
• Commitment to use of Bosch equipment.
• Commitment to display Bosch identification both inside and ­outside the shop.

Do the shops remain independent?
Yes. More than 1,700 ­independent repair shops throughout North America now participate in this program.

Does Bosch offer any type of nationwide programs to this network?
Yes, we offer a nationwide warranty on Bosch replacement parts that includes labor, and we offer a nationwide private label credit card with benefits such as no annual fee and six months deferred financing for qualified purchases at BCS shops. We also provide marketing support and a series of vendor programs, which provide services for our members such as discounted office supplies, direct mail programs, tires and much, much more.

What is the cost to become a Bosch Car Service center?
There is no fee associated with ­belonging to the network. We do, however, have costs associated with some benefits such as technical training where Bosch Car Service centers pay a reduced fee.

How does Bosch promote this ­network to consumers?
Much of our promotion is done at the grassroots level and through the ­Internet, as well as social media.  We promote the network to consumers in a number of ways. Our website at www.boschservice.com, plus Bosch mobile website and social media sites all promote the network and make it easy for consumers to find local Bosch Car Service centers that specialize in the maintenance and repair of their ­vehicle brand. Shops that use our consumer credit card are able to take ­advantage of a high quality, Bosch focused, point-of-purchase display kit as well as additional advertising inserted into customers monthly statements. Also, inside the service centers, we provide promotional materials that both highlight the network and give consumers rebate opportunities on a host of Bosch products. And the ­program maintains an active presence on Facebook: www.Facebook.com/BoschServiceUS.

How does Bosch maintain the quality standards you require?
We use an external company that performs audits, both announced and not (mystery shoppers). The mystery shopper calls for an appointment and the test begins as soon as the phone rings (is the phone answered in an ­acceptable amount of rings, was the person who answered professional?).

As far as the shop knows, the mystery shopper fits in just as any other customer. After the service is performed and the invoice is paid, the mystery shopper reveals himself. At that time the audit is explained and the results are given to the shop owner. At times, the shop owner can become defensive with a poor result. However I always explain that it is far better to have a poor result on an audit rather than a poor performance with a customer.

We have just produced a study course for these audits called “Bosch Service Excellence, workshop core process.” The course is designed around the audit and has a test at the end. This course is available to the shops both on-line and on CD. We share Bosch expertise with our Bosch Service partners through extensive training programs, both in the field and at our various training facilities.

Does the Bosch Car Service network host any type of meetings or ­conventions?
Yes, in fact, we held a Bosch Car Service National Convention at the Bellagio hotel in Las Vegas just last year with over 500 people in attendance. The general meeting was held the day before the AAPEX/SEMA show, with a welcome ­reception the day prior. First and foremost, this was a great opportunity for networking. What better way to share best practices than to talk one on one with shop owners from all over the U.S. and Canada?

Through our mini tradeshow ­(vendor area) shop owners could speak ­directly with Bosch product ­development managers, vendors and key product sales managers. We shared our growth plans and overall strategy with all Bosch members that attended. This was the best-attended Bosch Car Service meeting ever.

What is the overall goal for the Bosch Car Service program?
The Bosch Car Service program is designed to not just help an independent shop survive, but to help them thrive in the rapidly changing era of vehicle technology. On a global basis, Bosch registers 15 new patents every working day. Bosch holds patents and has designed many systems found on all makes and models of vehicles. Who better to partner with in order to take your business to the next level and into the future? In addition, the Bosch Service network is the cornerstone of the strategic direction of the Bosch Automotive Aftermarket division. As stated at our 2011 National Convention by the board president of the Automotive Aftermarket division, Robert Hanser, “this network has the full support of Bosch, both here in North America and worldwide. That I promise you.”

Any shop interested in learning more about the Bosch Car Service program can call me at 708-865-5317.