Tier 2 support technicians have an edge on technology services and tools to help provide outstanding support. No other team is more dedicated than the people breaking new ground. This is a step in a new direction to focus on the future, to educate and empower others.
About TIER II
Tier II has been active since 2012, since then it has gone through a lot of changes, prior members have branched off to new roles, gained new members and have gone through many changes to help the team prosper, as we grow we need to evolve and build new tools and service to help the team easily find what we need to bring the team into the future with new tools to help you make this a stronger, more effective and educated team.
- Tier II Serves as the escalation point for technical issues relating to Manheim Client Care.
- Manages multiple ticketing systems to ensure issues are resolved from internal and external clients.
- Communicates outages, fixes and best practices to the department to better equip front-line team members to handle.
As a tree grows it required nutrients and water to help it grow and produce so does this team need the necessary components to help the team grow. Our technicians tend to have a specialization to determine which solution best matches the customer’s needs before contacting the client to provide a solution.
The team goes that extra mile to provide resolution to complex problems, engage knowledge base and other resources to find solutions or seek guidance from experts in other teams employing communication through various platforms such as direct contact by phone, instant messaging, email and online resources to find valuable solutions.
If Tier II determines that this is a new issue the next steps are:
- Each member takes ownership of the case from beginning to end.
- Researches to replicate the issue.
- Determines a resolution and apply acquired knowledge to resolve the problem.
- Test to verify resolution and contact the client to provide resolution details and verify the issue is resolved to the client’s satisfaction.
If Tier II determines that this is an existing issue:
The case is added to existing defect codes and the issue goes into production cycle with the developer teams engaged in resolving the issue and the case is marked by a defect code and placed in known issue status until the issue is resolved. The team member then contacts the client and enables us to regain client loyalty under difficult circumstances.
What We Do
Tier II supports a variety of products and services from Manheim.com, OVE.com, and mobile products on an individual or group collaboration with team members and other groups such as Technology Operations, Oracle, IBM, OVC HUB, SalesForce, and others.
The technicians tend to have a specialization to determine which solution best matches the customer’s needs before contacting the client to provide a solution. If their technical specialization is one that can help the customer, the tech then determines whether this problem is a new issue or an existing one.
The Escalation Process
Tier II team is here to help you! We want to be sure that we are providing a world-class client experience. To continue in that arena there are a few things we need you to remember when escalating cases. The team works by complying data from SalesForce cases sent to the team at which point once the agent accepts the case either resolves the issue or escalates the case in Service Now (SNOW) so the case can then be addressed by other support teams.
Urgent escalations
- Any issue which prevents a customer from buying and selling a car right now which the CCC is unable to resolve.
- Any issue which prevents a client from importing or seeing a CR.
- Site wide issues.
Priority labels:
- Urgent – 4
- Low – 3
Escalation Requirements:
Description of the issue that the client is experiencing
- User name/Password
- Auction Access 5 million number or Individual 1 Million number
- Lane number
- Run number
- Sale Date
- VIN # (full 17 digit)
- Any other relevant information
The following required file formats are accepted when attaching image files, screen shots, videos or documents prior to submitting a case to Tier II
When you send a case if you are attaching a file, please save the file in the following formats:
- Images = JPEG, JPG, PNG, BMP or JIF
- Documents = PDF, DOCX, HTML, RTF, TXT & ODT
- Excel = XLS, XML, CSV & XPS
Learning Resources:
Manheim - What's New?
Manheim Learning Center
Fuel Connected Revolution
Visit our Facebook Page
Visit our YouTube Channel
Teknowledge
Be empowered to learn facts, information, and skills through experience or education.
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Outlines the steps to register a Dealership and Individual at a new Manheim location in AuctionACCESS and the AS400.
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Client calls to add a new bank account for online payments, how do you do ass a new bank account?
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Guide to add a Franchise Code in the AS400 system.
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Auction employees may call Manheim Client Care to have an account or removed from their location's OVE page.
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This article offers guidance on creating a username and password for dealers. This includes specific guidelines for the username and password.
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A Ford franchise dealer cannot enter a Closed Simulcast Sale without having the franchise code entered in the facilitating auction’s AS400 system.
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Provide information regarding the "K.O. Book," and guidelines to follow when a customer needs assistance with K.O. Book issues.
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To outline the reasons why a dealership or representative may be unauthorized to buy or sell on the Manheim or OVE platforms.
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Provide guidelines to follow when escalating cases to Manheim Credit and Collections.
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A client attempts to make a purchase on OVE.com and receives the following error message: User Not Attached to Active Account.
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Quality Effective case writing is when you take the time to ask questions, gather information and write in detail what the request or concern is and include all required information prior to submitting a case to the appropriate team for research and resolution.
Read MoreAS400
Did you know?
The IBM System i is an early generation of mid-range computer systems for IBM i users and was subsequently replaced by the IBM Power Systems in April 2008. The platform was first introduced as the AS/400 in June 1988 and later renamed to the eServer iSeries in 2000. As part of IBM's re-branding initiative in 2006, it was again renamed to System i. The code-name of the AS/400 project was "Silver Lake", named for the lake in downtown Rochester, Minnesota, where development of the system took place.
Source: wikipedia.org
Below is a list of helpful files to help you navigate and troubleshoot issues related to AS400
Ford 20 Individual Authorization
If the buyer has the franchise code in AS400 and still cannot enter a Ford Closed sale at an auction, try doing a FORD 20 command in AS400 for the auction to get a bidder number.
Go to AS400 at the specified auction, do a Ford 20 - hit F11 twice - 100# of rep and hit Enter - X next to dealer # and hit Enter - Enter again for bidder # or the AS400 will tell you what issue that is blocking the account.
Go back to Manheim.com and see if the user can enter sale, this fixes issues in AS400 for that auction and dealer entering Ford closed sale for future sales.
Order PSI
Client states that after purchase he is trying to order a PSI via Purchases however only has the option to select powertrain. Why is this?
Eligibility for client to have this option:
PSI ELIGIBLE TYPES | LIGHTS | MILEAGE RESTRICTION | PRICE | TIME RESTRICTION ONLY FROM CUSTOMER PORTAL |
| LPI |
|
|
| < = 5 hours from vehicle purchase | ||||||
| Frame Check 7 - 14 Day PSI |
| >=125k Mi > = 140k Km None | >3000 None | < = 5 hours from vehicle purchase | ||||||
| Not Eligible | Red on | None | None | - N/A - |
Proxy Bids AS400 FAQ's: Announcements, Remarks and Lights
Version 8 Created on Apr 29, 2015
Below are some of the frequently asked questions for the proxy bid cancellation rule changes and AS400 Announcements/Remarks/Lights field updates. Note: the answers below apply to the proxy bid cancellation rules after they are enhanced on May 29th 20'.
Question: Will Yellow/Caution light show up online on the Vehicle Detail Page?
Answer: No, but if a Yellow Light is turned on, a clarifying announcement should be made in the Announcement field in the AS400 which will show up on the Vehicle Detail Page.
Question: How will the new Red Light/Yellow Light (AS-IS, No Arbitration) affect the new proxy bid cancellation rules?
Answer: If the Yellow Light is turned on (after a Red Light was already on) to indicate 'AS-IS, No Arbitration', the locations should also be entering the corresponding announcement into the Announcement field which will cancel all proxy bids.
Question: If we have an AS-IS lane that we normally don’t enter an AS-IS announcement but turn on the Red Light on the block, will we have to change our process?
Answer: Yes, you should turn the Red Light on in the AS400 on all these units when they are set for sale to prevent Proxy Bids from canceling.
Question: Will notes be added when the block clerk changes the lights and remarks?
Answer: No. Currently, only Lights and Remarks changes made in the menus updated (RECON1-01, RECON1-04, REGIST-01, REGIST-12, REGIST-13, REGIST-15, PT1-01, PT1-07) will put an F5 note that the field was changed.
Additional Resources Below
Condition Report Verification.pdf
Enable or Disable Auto PSI.pdf
Unable to Se Purchased Transaction.pdf
Simulcast Enhancements I12.pdf
INTERNET 12 Deployment Plan.xlsx
Manheim
Manheim Seller/Buyer Tools
Manheim.com is North America’s leading provider of vehicle remarketing services, brings together qualified sellers and volume buyers of used vehicles that include automotive dealerships, banks, car rental agencies, car manufacturers and government agencies.
Manheim is a subsidiary of Atlanta-based Cox Enterprises, transforming the wholesale vehicle buying and selling experience through investments in technology and innovative products and services. Manheim markets Simulcast, Simulcast Everywhere, and OVE.com.
- Manheim US
- Manheim Canada
- Manheim International
Simulcast
About Simulcast
Simulcast allows buyers and sellers to participate in an auction online. Virtual buyers gain entrance into the lanes and sellers can represent their vehicles remotely.
Franchised dealers have the flexibility to bid on vehicles from several major manufacturers online such as Ford, GM, Toyota, and many other brands.
Why use Simulcast? Simulcast helps you:
- Bid without leaving your dealership, go online and see live auction sales, Simulcast gives you the power of a live auction sale right on your desktop, laptop, tablet or mobile phone so your never out of reach when you need to buy online.
- Find an effective way to purchase specifically targeted vehicles and for consignors to gain visibility for their products
Simulcast Video Tutorials
Simulcast Definitions Table.pdf
Simulcast Enhancements I12.pdf
simulcastProxyBidding_Guide2.pdf
Simulcast-Quick-Start-Guide-2018.pdf
Simulcast Remote Seller Guide.pdf
Seller Dashboard
What is Seller Dashboard?
Seller Dashboard uses live and historical data to help sellers make real-time, educated decisions during a sale, remotely and on the block.
- Get online access to auction run list and block summary
- View current vehicle information, including MMR, Floor, Age Days, and Times Run
- View and update the floor pricing
- Manage your sales with live and historical data
- Anyone who sells vehicles at a Manheim auction, in the lane or Simulcast, has access to Seller Dashboard.
Seller Dashboard Import User Guide.pdf
What is Seller Dashboard.pdf
Seller Dashboard - Account not Listed.pdf
Seller Dashboard - Sale Lane not listed.pdf
Seller Dashboard Admin.pdf
Seller Dashboard Supported Browsers.pdf
Manheim Mobile Apps
Manheim mobile applications are available on Android and iOS phones and tablets, you have the power of Manheim available 24/7 in the palm of your hand so you don't have to go without the access to our inventory on Manheim.com and OVE.com.The power or our exclusive vehicle research tools to find that perfect vehicle for sale anytime anywhere. Get access to our most popular features through the Manheim app, available for Android and iPhone so if you're traveling around town, the county or abroad you have Manheim with you all the way.
Buy from Anywhere
Purchasing vehicles is easier than ever before with Manheim mobile options. Find the vehicles you need, place bids, buy and manage your purchases wherever you go.
Benefits
- Place bids or purchase vehicles on your schedule
- Get the vehicle information you need, when you need it
- Manage purchases to arrange for transportation, notify your customers and more
Manheim Express
The digital app created by Manheim that lets wholesalers buy and sell whenever and wherever. Gain instant access to a world of convenience and a vast, real-time market.Manheim Express (ManExp) Resources FAQ's
Auction is getting an error sending a vehicle to Marketplace from Seller Dashboard and getting an error, "There was an error while trying to list this vehicle on OVE as: "Account Group not valid for Account Selected. "Try again."
Summary: If a vehicle is priced over the ManExp threshold price or is otherwise ineligible for ManExp (e.g. no MMR and >$3000) then 5mils will spill over to OVE Open and 49mils will spill over to OVE Regional Commercial
National accounts need to be manually added to OVE Regional Commercial if they are not already
Once you add the account to that account group, they can list without error.
ManExp Resources FAQ.pdf
Manheim Express Escalation Path.pdf
Manheim Express on YouTube
Why can't you edit a vehicle listed on Manheim Express?
Checked with the Manheim Express team. Once the dealer submits for GFB eligibility they can't view the answers for 12 hours. After that they will be able to view but can't change any answers for 7 days. It's to protect our own system, they want to make sure dealers can't just play with the system until it gets an offer or figure out exactly what makes one qualify and/or sets the pricing. If he wants to submit to the regular ManExp group or OVE Open, the listing on the site and the attached SD will show all answers. He still wouldn't be able to change any of them for a week though.
Why did my vehicle not qualify for Guaranteed First Bid (GFB) for Manheim Express?
There are many reasons that a unit may not qualify however there are 4 “base” items that I want to supply you with so that you have them handy. You can communicate these to our clients, but we prefer not to put it in writing as these items are subject to change as we refine the program. This specific unit has an adjusted MMR of $39,800 for which we are not currently extending GFB offers for units at this price point.
Base GFB Offer Rules:
Unit must be 15 years or newer
As is must be $10k adjusted MMR or lower
Guaranteed = up to $35k adjusted MMR or lower
Must have less than 175k miles
These items may help you answer some questions quickly. There could also be GFB ineligible units for other reasons and you may reach out to get additional information on those if the client inquires. Manheim Express Sellerr Tools ManheimExpressSellerTools@coxautoinc.com
What’s the difference is between ManExp Concierge GFB and MaxExp GFB?
There is very little difference between those two groups, all of the rules are the same. The Concierge group is if Manheim sent a Concierge (new service rolling out soon – it’s not live just yet) out to inspect a unit and produce a 3rd Party CR, then it will go into the Concierge group when the seller lists. The seller cannot edit the vehicle details, they can only price and list what the concierge captured. If the seller captures all the information himself and lists the unit, then it goes into the ManExp group.
Can you delete them from a vehicle in Manheim Express?
As of now - you cannot replace images. The dealer can go into their inventory manager via OVE and deactivate the listing. They can then go into the Manheim Express app and re-scan the car along with taking new images.
What are the buy and sell fees?
| For Buyers | |
| Vehicle Value | Buy Fee |
| $0-999 | $40 |
| $1,000-2,999 | $100 |
| $3,000-4,999 | $150 |
| $5,000-9,999 | $175 |
| $10,000-14,999 | $225 |
| $15,000-19,999 | $275 |
| $20,000-99,999 | $350 |
| $0-999 | $40 |
| For Sellers | |
| Listing Type | Sell Fee |
| Self Service | $50 |
| Concierge | $100 |
 | |
OVE
OVE Seller & Buyer Tools OVE.com is the 24/7 wholesale marketplace offering around the clock exposure for dealer inventory selling online with OVE.com is fast, easy and a convenient way to move inventory. OVE hosts nearly three hundred facilitating service providers (FSP) including 80 Manheim auctions and nearly 200 independent auction locations all combined offering millions of vehicles available for wholesale online. How OVE worksFSP Locations Locations are available online on OVE to manage client inventory for dealer and national accounts our clients are sure to find an auction location to suit their needs these locations manage a large inventory for a variety of clients to wholesale vehicles online 24/7. Click here for an FSP Directory. Dealer Services & Tools Dealers have a variety of options available on OVE,
National Account Services & Tools
|
Question: Why are my images not importing from Autotrader?Answer: To import images from Auto Trader they should be 565pix X 421pix or 16 megapixels.
Issue: Client states that his units run thru the lane at auction and if there is a no sale, they are automatically listed on OVE.com. However, the client wants to cancel this feature.
Who can assist?
Answer: Per Shirley Frazee 404-245-7828 Email digitallisting@manheim.com and they can assist with removing this feature from the client's account.
Question: What dealers can access the Element Elite Closed sales?
Answer: Ashley Mcglone @ Manheim Ohio states she spoke with Josh Snow from corporate and was advised that buyers who purchase at least 50 Element Elite units YTD will have access and also buyers that are within the top 100 buyers under an open sale on OVE.com.
Purchase Confirmation Availability
Available for 12 months on OVE > ADMIN > Resend Emails > Purchase Confirmation
yes and no, we need to confirm if the vehicle is still in sales table and does not have an un-buy
if it comes up in digital tools … then it should be a good indicator it might work
if not… then too old
OVE- Remove Deleted Vehicles from Inventory Manager
Ever wondered how long a deleted vehicle stays in Inventory Manager?
If a dealer requests to have a sold or deleted vehicle removed from their Inventory Manager, inform them that is automatically done by the system after a set amount of time. Here is how long it takes for deleted vehicles to disappear for a dealer's Inventory Manager depending on the status at the time of deletion:
Incomplete and No Sale 60 days.
Unsold 90 days.
Sold 6 months.
How to add video to OVE listing?
Dealers are able to embed video on their OVE listings.
Add the following code in the comments field:
Replacing the highlighted with their youtube.com video ID
Question: Auction rep trying to view offers for a unit listed by auction. He gets notice of offer when logging into OVE.com but when clicking on view it doesn’t show anything. Why?
Answer: The Vicki contact record is setup as an auction employee. The online role needs to be setup as a "Dealer" or "National Account" in order to be able to access the selling activity. You'll need to setup a different username under a new Vicki contact record for this user to manage offers.
Question: FSP or client calling due to unable to list unit as it shows unit sold status. Error message may say "No listings match the filter criteria entered."
Answer: Check digital tools to see in the unit was sold at auction previously under another dealer or if unit sold and same seller wants to relist. If it has been then finding out if unit sold thru simulcast or OVE and if the unit was an arbitration or not. If it was sold via simulcast, then Tech Ops has to fix the unit so that it can be listed on ove.com again. if it was sold via ove.com then Tier II rep can fix this by going under admin, unblock sold vin in ove.com and then the unit can be relisted on ove.com immediately. If unblock being done make a note like the following: Unit arbitrated and BW. Seller wants to relist on Ove.com.
Fordquic.com:
If you get a case in which an auction employee is attempting to manage a vehicle for Ford as in the example below and the vehicle keeps deactivating within seconds of the listing, going live it could be that the user does not have a FORD login to allow him/her to manage vehicles for Ford. Only an authorized Ford rep can list vehicles either on Fordquic.com or OVE.com, if the user does not have the specific permissions to allow editing the vehicle will simply fall off live status since listings for Ford are set to go live or in deactivated status as designed by Ford.
| Vehicle Details | Universal Number | Account Name | City | State | Zip | Status |
| 2017 Ford Escape SE 1FMCU9G99HUA44718 | 8006324 | Ford | DEARBORN | MI | 48120 | Deactivated 10/24/2019 3:07PM |
Only employees of Ford have logins that can allow them to manually edit and activate listings under the Ford account. "The Ford Reps and auctions should have the listings be pushed through “Create Listings", so they would need to contact Ford and have them activate the vehicle using UVIS.
Release Notes
Release notes are documents that are distributed with software products, sometimes when the product is still in the development or test state (e.g., a beta release). Wikipedia
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This form is intended to provide valuable feedback and coaching on case submissions.
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When a dealer calls to request a vehicle to be sent to floorplan, how do you handle this request? Here is a (QRG) quick reference guide to help.
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How to set G2G permissions, here is a reference guide showing how to set the permissions broken down into categories.
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Dealer calls to close a bank account and add a new account, see this file to learn how to close bank account.
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Client is having a problem setting up text notifications, here is how to resolve minor problems setting up text notifications.
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How can I tell what preferences a client has set on their account without having to log-in as the client?
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