Category: Uncategorized | Page 3 | Pinewood DMS

Category: Uncategorized

New Position: Application Support Consultant

Job Title:
Application Support Consultant

Department: Support Team

Location: Woodstock, Cape Town

Reporting to: Support Manager


As an application support consultant you will be supporting our Dealer Management Software to our automotive dealership customers. The helpdesk provides a single point of contact to customers and partners for service requests, product usage assistance and software support. This is a career opportunity, not just a job. Please note that this is not a network/hardware or infrastructure support role.

Job Role:

Support consultant duties/tasks of which would include but not be limited to:

  • Answering incoming calls from Pinnacle users
  • Dealing with incoming e-mails
  • Ensuring existing open tickets are kept up to date
  • Coaching our customers through their various queries.
  • Gain a thorough understanding of how Pinnacle operates in the module of specialisation.
  • Gain a thorough understanding of how our helpdesk system, Autotask, operates.
  • Deliver a high level of professional support to our Pinnacle users
  • Identify and communicate any issues to the respective person responsible
  • Escalating timeously and with the relevant information
  • Dealing with the occasional technical query

Inherent Requirements of the Job:

  • Tertiary education and/ or Motor Industry experience
  • Keen interest in problem solving
  • Punctual
  • Desire and enthusiasm to become a key team member
  • Proficient in MS Office – with good skills in MS Excel
  • Good organisational skills
  • Ability to work within a high pressurised environment
  • Excellent communication skills (both verbal and written)



Applications must be sent to with “Support Consultant” placed in the Subject line. Applications must be by way of Curriculum Vitae, which must not be longer than 3 pages, with a brief covering letter.

Disaster Recovery: What are we doing to safeguard your data


Disaster Recovery, or DR, is always an important subject when moving to any new system. We’ve all had the experience of a cell phone going missing and losing all our photos. Or a hard drive crashing and losing our precious documents. But the stakes are much higher when the very survival of a business depends on the success or failure of the DR process. Just to put your minds at ease: Pinewood SA has invested heavily to ensure that there are multiple ways in which your data is backed up, to cover any and every eventuality.

As you are probably aware, Pinnacle is hosted at the Telkom Cybernest Data Centre in Bellville, Cape Town. The Data Centre itself is state-of-the-art, and has been awarded ‘Tier 4’ status (the highest global data centre rating). This requires it to have:
  • Multiple independent distribution paths serving the IT equipment
  • All IT equipment must be dual-powered and fully compatible with the topology of a site’s architecture
  • All cooling equipment is independently dual-powered, including chillers and heating, ventilating and air-conditioning (HVAC) systems
  • Fault-tolerant site infrastructure with electrical power storage and distribution facilities with expected availability of 99.995%

This means the allowable downtime for the data centre itself is only 26 minutes per year!

So the environment in which your data is hosted is top notch. But what about the data itself? All-in-all, Pinnacle is backed up 4 times, with a further redundancy built into the server architecture equaling a fifth:

1. The Pinnacle servers are virtualised in a cluster. This effectively means that if one or more servers go down, there will be absolutely no impact on your business, as Pinnacle is passed seamlessly to another server within the cluster

2. SQL Server Transaction Log Shipping is used to back-up all the data to standalone DR servers on a ‘live’ basis. In the event that the whole cluster fails, these DR servers will take over

3. Microsoft Data Protection Manager (DPM) is used as a further method of backup within the data centre, to ensure that if both (1) and (2) fail, that the data is saved and available

4. In the event that something major happens at the data centre (such as destruction by fire or earthquake), the data is also backed up using Microsoft DPM to an offsite location

5. Finally, a tape backup of all the data is made every day, and a new tape stored off-site each month

It should be apparent that Pinewood has taken every precaution to protect your data, and to make sure that we will have you up and running again in no time in the event of a ‘Disaster’.

Now, if only we could do the same with our cellphones and home PCs!

Pinnacle Implementation and Training Team

Meet the Implementation and Training Team – (from left to right)
Brian Tait – Operations Director and has driven from England to China along the Silk Road and has traveled to 61 countries.
Adél van der Spek – Accounts Specialist and is a camping and outdoors enthusiast!
Benjamin Gass – IT Integration Specialist and has a 200 ton offshore captains license and SCUBA Dive Master certification.
James Louw – Training Manager is a Violinist and can also play double bass and is part of a revival band (covering sixties and relevant ‘sway’ & ‘big band’ type songs.)
Ross Foreman – Aftersales Specialist and is an adrenalin junkie and raced in National Motocross Competitions and GTi Challenges before he was old enough to have a driver’s licence.
Dalene Britz – Accounts Specialist and enjoys creative arts with the preferred medium being various metals applied in various methods
Xander Barnard – Special Projects Consultant and is a “Happy Hiker” and takes every opportunity to get outdoors with only his backpack and what he can carry.

What is the purpose of the Implementation and Training team?

–  Meet customer expectations
–  Implement the ‘best fit’ setup for the customer
–  Hand over a site to Support team that has been appropriately implemented
–  From an IT perspective – make sure that a site is operational on time.
–  Transparency with the customer about the impact of their setup decisions

Meet & Greet the Business Development Team!

This is the Pinewood SA team that most probably needs the least introduction…

The BD team –

Keith Magill is our BD Director and heads up the department. (On the left)
Vanessa Lester, BD Executive, Vanessa acquires all new business for Pinewood SA and builds relationships with the manufacturers.
Tom Schoon is the BD Manager and services all our existing clients on their business requirements for Pinnacle.
Xolelwa Sikosana, BD office administrator and manages the day to day running of the Johannesburg training operation.
Lise Schwartz, Marketing Manager, ensures that all clients receive regular communication on Pinewood SA and Pinnacle and ensure that all the marketing efforts runs seamlessly for the business.
Lauren Wilson is our Business Development & Projects Administrator
and ensures that all business development administration requirements are met and at the same time she also runs the administration of the Pinnacle Training process

What is the BD team’s mission?

• To nurture a care and growth based relationship with our customers.
• To create healthy ongoing relationships with the OEM’s
• To be brand ambassadors for the Pinnacle brand and for Pinewood SA
• To expand our footprint in the automotive industry

Here’s a fun fact of each of the BD team members –

Keith is a closet sports celebrity stalker – always asking for a picture with a sports celebrity!
Vanessa is a tap dancer!
Tom plays league tennis and the drums on weekends.
Xolelwa loves to dress up.
Lise is a scuba diver and has scuba dived with sharks off the coast of Simon’s Town .
Lauren is an avid cyclist and runner and has completed over 25 half marathon.

Does 5 + 5 = 5000? No! It’s now 10 000!


Need Pinnacle Training to understand this equation?

Here’s three easy steps to enter into the lucky draw:

1. Enrol 5 Pinnacle Users for training in August and/or September on the website.

(Remember to use ‘Campaign’ on the online training form in the section where it says “Who from Pinewood recommended the training to you?”.

2. Ask your 5 Pinnacle Users to complete the survey after they have attended their training sessions – this will be emailed to them.

3. The dealership will then be automatically entered into the lucky draw to win 10 000 SMS’s.

The winning dealership will be announced in the October Pitstop mailer and notified accordingly.

Terms and conditions apply.


A Mid Year Review from the desk of the MD – Julie Caldicott

With the winter solstice a thing of the past, it feels as if we have reached the “Pinnacle” of 2015 and are speeding down the other side of the mountain. The first 6 months of the year have been challenging given the current environment we find ourselves in, with load shedding, a depreciating Rand, labour issues, and a government that doesn’t really know which direction they want to pull us in. These, together with increasing manufacturer and compliance requirements, and the demands of customers, have made the start to this year a challenging one for our dealers.

As we head down the other side, it doesn’t look like too much is going to change, and the need to focus on true customer satisfaction is intensifying. Customers now have all the tools in hand to make informed, well-researched decisions and this is only going to get tougher as the access to information is becoming easier.

No longer does a customer arrive at a dealership wanting to find out which vehicles are available, they arrive to demo one of the vehicles that have reached their short-list: having seen the vehicle on the road, on the internet, read a number of reviews, gained an understanding of the pricing and weighed up their options on competitor products. This places the dealership in a unique position whereby they are able to close deals in a relatively short period of time. This means that the dealerships need to be on top of their game, ensuring the customer service they are giving goes above and beyond the customers next stop.

Once the customer has purchased your product the next step – service retention – is critical. The current franchise servicing regulations, make the retention slightly easier, however competition for this business is growing. The non-franchise service centres are becoming more professional and the pressure is on to allow them to service vehicles in warranty. This is where customer service is critical, ensuring that the customer remains in your dealership to continue the cycle.

We at Pinewood SA have placed a huge focus in the past 6 months on both of these processes and continue to tweak Pinnacle and our training to provide you with industry leading tools and education, to enable you to give the best customer service in the industry. There has been excellent feedback on our recently released showroom module, which makes the sales cycle seamless. We have also been working very closely with dealers in streamlining the service lane, increasing communications to customers and maximising revenue potential, all the while providing excellent customer service.

As you start heading down the other side, I encourage you all to place focus on ensuring the processes you have in place both in the sales and aftersales departments are customer-centric and pivot around Pinnacle, which will result in business growth and translating to the bottom line.

All the best  for the next 6 months and we look forward to assisting you on this exciting and rewarding journey.

And the winner is……..

Congratulations to Joe Watkins from Harley Davidson Tygervalley, who was the lucky winner of the iPad Mini from the website launch lucky draw.  (Photo: Joe Watkins (left) shaking hands with Lise Schwartz (right) at the Harley Davidson Willowbridge dealership)

Pinnacle DMS can offer you the edge in your CRM marketing

Pinnacle offers you a user-friendly platform to interact with your clients with a proven CRM solution that will deliver the results you require.

Why is this important for you to understand?

  • Because you begin to realise that it entails “all aspects of interaction” with the customer;
  • Because this interaction is throughout the entire sales process, and beyond;
  • You begin to ask questions as to: “How are we currently managing this?”; “How should we manage this going forward?” and most importantly “How can Pinnacle help us?”.

Contact us today to discuss how Pinnacle can effectively manage the customer’s journey through your business, no matter who that customer is!

#TeampinewoodSA on a team building adventure!

On Friday the 15th  May, the Pinewood SA staff went on a Team Building adventure and did the Amazing Race at the V&A Waterfront. They started off by getting dressed up in all weird and wonderful outfits in the office and headed out in convoy to the start of The Race. They got divided into teams and started off by warming their muscles as well as their vocal cords (because war cries are a must when it comes to competitive people!).
Each team had to navigate their way around the V&A Waterfront, paddle a paddle boat blind folded, answer questions, play games of battle ships, create necklaces from materials they collected along the way, visit the Springbok Experience Rugby Museum, play a round of putt-putt and take crazy photos! Every staff member had a wonderful time and certainly do feel more refreshed and operating as a close-knit team after such a fantastic team build.

Pinnacle Job Progress Report

Your One Stop Workshop Department Management Tool

The Pinnacle Job Progress Report is an interactive, visual representation of all Vehicle Bookings, Work in Progress Jobs, and those Completed.  This Live management tool allows for a single screen view of the Workshop Department, with the ability to communicate between Technicians, Parts, Service Advisors and the Management team.

Advantages of the Report

– Enables visual control and representation of all jobs in the work in progress
– Easier and quicker access to job, customer and vehicle information
– Encourages and Improves Time Management in the department
– Better Communication between users and departments.

Contact us for more information!



Introducing Pinnacle Tech+

This Workshop app links seamlessly with the Pinnacle workshop management module, giving the technicians the freedom to complete jobs quicker through role based targeted tools such as clocking-on to a job, completing a health check, filming identified work, and much more.

More about the App Features

Pinnacle Tech+ is the integrated solution for job clocking, vehicle health check and video to help maximise service and repair opportunities, fully integrated with Pinnacle.


It supports instant communication between technicians and Service and Parts teams so that requirements can be quickly identified and authorised.


One touch capture of video instantly uploads personalised messages to be sent to the customer to view and approve online.


Clock to jobs, operations and other work statuses with instant updates to the Job Progress console in Pinnacle and to Parts and Service teams.

Contact us for more information.

Contact Us