Workshop profile: SERGRU – multi-brand service centre in Andorra

The decision to set up the business was taken in 2010 in collaboration with a co-operative in Andorra. Its members remain partners of the workshop to this day. For the workshop manager, this step represents the most important milestone in the company’s history. Today, SERGRU primarily serves companies in the passenger transport sector as well as public construction firms. It also serves a smaller number of clients from the international transport sector.

These customer groups have different operating conditions. For buses, timetables and scheduled journeys influence the coordination of appointments with the workshop. For construction vehicles, site operations and varying loads are part of the operational environment. A co-ordinated job planning process therefore takes vehicle deployment and the anticipated scope of repairs into account right from the moment a job is accepted.

SERGRU also offers its customers its own breakdown service. The heavy-duty recovery vehicle is also capable of towing coaches.

Eleven team members work at SERGRU. For the workshop manager, cooperation, mutual support and shared development are all part of everyday working life. He aims to nurture each individual’s skills and clearly allocate responsibilities. In doing so, he places great importance on honesty within the team and a willingness to help one another.

By his own account, professionalism and continuous learning have been a constant feature of his working life. Across his various roles, he has worked to build cohesive teams. In his view, a good workshop needs well-trained specialists who can solve problems and understand their responsibilities.

In day-to-day operations, clearly defined tasks include, for example, troubleshooting, ordering parts and carrying out final checks. This provides a practical approach for your workshop organisation: every job needs a designated point of contact and clear agreements within the team.

The manager prefers to work on the shop floor, in close contact with vehicles and colleagues. In doing so, he aims to make the most of each team member’s skills in day-to-day operations. He encourages young skilled workers to show greater commitment and dedication to their professional development. In the training programme for the commercial vehicle sector, this approach is supported through guided tasks and regular feedback.

According to the workshop manager, SERGRU sees itself as the go-to centre for multi-brand servicing in Andorra. The aim is to provide customers with a practical, essential solution for their vehicle. For him, this includes repairs carried out to a high professional standard, clear and transparent advice, and a direct approach. Customer trust is built through the quality of the work carried out.

A multi-make workshop is a business that services and repairs vehicles from different manufacturers. To do this, the team needs knowledge of various vehicle systems, as well as the appropriate tools and technical information. In the case of commercial vehicles, this includes, for example, engine management, the braking system and the vehicle’s electrical system. The specific scope of work depends on the workshop’s equipment, the team’s qualifications and the vehicles being serviced.

For the workshop manager, powerful diagnostic tools and accessible technical information are essential. When carrying out diagnostics on a commercial vehicle, a stored fault code initially provides an indication of the affected function. This is followed by checks based on circuit diagrams, measured values and the vehicle manufacturer’s specifications.

Our services include the Alltrucks multi-brand diagnostics system, based on the Bosch KTS Truck V3 with full Knorr-Bremse integration. A structured repair and diagnostics process therefore combines the customer’s description, vehicle data and measurement results.

According to the workshop manager, certain types of work still require collaboration with official brand-authorised workshops. Access to manufacturer information is therefore also part of the day-to-day repair work carried out by a multi-brand workshop.

At the same time, he describes a heavier workload and a growing demand for quick repairs. Technological progress therefore requires further training and new tools. Anyone wishing to improve turnaround times must, amongst other things, take into account diagnostic effort, parts availability and queries when scheduling appointments.

When he chose our network, technical support and further training were key factors. The workshop manager was looking for direct technical access to our founding partners, Bosch and Knorr-Bremse. This includes our Alltrucks training courses and the technical helpline.

In cases in Portugal, other garages from our SERGRU network have already provided assistance. On occasion, such support has also been provided in Spain. The workshop manager values the shared understanding of the time pressures faced by his customers. His colleagues in the workshop are well aware of the challenges that a broken-down commercial vehicle poses for a haulage company.

According to his account, discussions during training sessions and meetings have also led to concrete solutions. Participants share information and experiences from their own businesses. Our Alltrucks Technical Forum builds on this exchange under the ‘partner helps partner’ approach.

The workshop manager personally views electric commercial vehicles with scepticism. In his view, they are not yet very widespread in Andorra. He also believes that hydrogen fuel cells require further development in terms of efficiency for commercial use.

A potential entry into the electric lorry service sector entails additional challenges for garages in terms of staff training, tools and safe working procedures. For SERGRU, the focus is currently on ensuring the long-term continuity of operations. The workshop manager hopes to be retired in ten years’ time. Until then, the workshop is working on its future staffing plans.

Continuous professional development and clearly defined responsibilities are already integral to his approach to leadership. To retain skilled staff within the company, transparent career development opportunities also play a key role. Handing over tasks therefore requires time for explanation, working together and independent execution.