A factory man beloved in retail is an anomaly in the automotive business. So was Jere Kitzmiller, a longtime Cadillac employee who died last month in Newport Beach, Calif., from flu and pneumonia complications. He was 84.
Dealerships generally shy away from advertising how long it takes to perform an oil change and other minor maintenance. But factory express service programs typically set internal targets to get vehicles in and out in an hour or less.
Successful express service depends on technicians working within a well-choreographed routine. Automakers offer brand-specific training for dealership quick service techs to ensure they know and follow the rules.