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Where's That Machine? --- You know, the one that tells you what's wrong with the car.


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Where’s That Machine?

         Even in this age of electronic gadgets, voice recognition systems, and cell phones, there are still a few things that require the dexterity of a human being. For some skilled and unskilled jobs the physical work or mental intuitiveness hasn’t been entirely replaced by machines, microprocessors and LED’s, just yet. Automotive diagnostics and repair is one of those fields. The modern mechanic is still very much a part of the repair equation. But, go to any repair shop in this country, and you’ll probably hear somebody at the service counter ask the service writer, “You guys do have one of those machines that tells you what’s wrong, don’t ya?”

         Yeah, we have one of those machines. It’s that guy in the service bay leaning over your car right now.  You know, the mechanic. Oh, you know who they are. They’re usually the guy you spot in the elevator or at the supermarket who has more than a few grease spots on his clothes, scuffed up shoes, a pocket screwdriver, rough calloused hands, and wearing a shirt with his own name on it. He’s generally not a college graduate, probably doesn’t know the difference between Harvard and Yale, and probably doesn’t care either, but intelligent just the same. Yes, a machine all right. A walking, talking, hardworking, diagnostic and mechanically inclined individual who uses tools and equipment to solve your car problems.  

         Look how the tools of the modern mechanic have changed over the years, such as scanners and meters. They are an aide, a machine, a tool if you will, but they don’t give out answers. Although, these tools can do so much in the way of diagnosing a problem in the hands of an expert mechanic. They show the technician a code or information in regards to the internal aspects of the vehicle. Code numbers and definitions are a strategic direction for the repair. This allows a trained technician to know which pathway to take in making the repair. To put it in other words: the real machine that finds out what’s wrong with your car is those two hands and brain of the very guy with his name imprinted on his shirt. Not some box of transistors and relays, but people still ask about and believe there is this magical mystery machine that does all the work.

         The automotive field isn’t what those reality TV shows portray it to be, either.  Most of these shows highlight the automotive industry as a place for stupid, filthy, disorganized-knuckle dragging fools who can’t read or write, and wouldn't know a dentist office if they stumbled in one. It’s just one more reason why it’s so hard to find sharp, young talent to take up the trade.

Car technology changes so fast these knuckle draggers can’t keep up with the true professional mechanic field and what goes on in a real repair facility, but for some reason somebody at these networks think reality shows of guys taking old non-computerized cars apart is what we want to watch on television. I for one would rather watch something useful like reflashing a GM than what it takes to weld in a new quarter panel. You want to get the next generation interested in the field…show em’ something of interest in the way of a modern computer driven vehicle.

The vast number of computer systems, hydraulics, electrical, radar/navigation systems and mechanical aspects of the modern car are constantly changing. This means continual education is a must for the professional mechanic. A modern mechanic is more like a surgeon than a brick layer is to one.  Even though both are considered laborer trades, one is more artistic in nature while the other is more technology driven.

For some people, the mere thought that somebody out there knows more about their car than they do is quite disturbing to them.  They seem to think they are far more intelligent than the engineers, designers, and the mechanics combined. In their interpretation of the automotive repair world, the mechanic has to be an idiot to even think they can make a living fixing this stuff when it’s just as easy to fix it yourself at home in the garage. I’ve been told more than once by an irate customer that it doesn’t take a rocket scientist to fix a car, so it shouldn’t cost that much.

So, why would these types of people even want to talk with this guy who has his name tattooed on his shirt? Why not bypass him altogether and go right to the mechanized technical wonder they can’t seem to find at the local part store.  You know, that machine.  That thing-a-mabob that tells those dimwitted Neanderthal mechanics what part to change and how to make their car all better.

As far as they are concerned, diagnostics are not needed, because following a path laid out in a diagnostic chart isn’t a skill that’s required when making a repair.  Just read the results on the scanner, order the part, stick it on, and then get back to their own lives with as little interruption as possible. All they want to pay for is what they consider the main reason for going to the mechanic in the first place.  You know, let them get greasy, change some widget and make their car run like new without costing them a fortune, and if it doesn’t… blame the mechanic, and not that dime store diagnostic machine they relied on.

Where the idea of a machine that can answer every type of automotive problem by simply plugging it into the car is beyond me. I suppose, some of it comes from growing up with the TV and watching sci-fi shows, but reality doesn’t come across as real with a portion of the driving public. They’re still stuck with the notion that Mr. Spock will break out his Tri-corder and inform them about the composition of material making up their engine block, and the exact cause of their engine misfire. Seriously people, get a grip on reality. The idea that this perfect machine actually exists is simply absurd, but the mystery of it all still lingers in the minds of those tried and true believers of all this technical wizardry of which they don’t understand. In their minds that “machine” is real, and any mechanic that doesn’t know about one is a fool.

In the near future, even this mythical, magical machine may actually be more fiction than myth.  Telematics and remote diagnostics may make the vision of a “one machine can fix-all” far more real than we can imagine.  Not that I believe there really will be a “fix-all” machine capable of re-gapping a worn out spark plug, but I do believe a lot of systems will be diagnosed, and possibly electronically repaired by remote intervention.  Although, those tough diagnostics that can’t be sorted out will still require the skill of a good diagnostic mechanic to accomplish them.

Maintenance and wearable item repairs will most likely be the commonplace activities at a repair shop in the future.  Needless to say, the days of a home mechanic with a set of tools picked up at a garage sale may soon be a thing of the past or left up to the hobbyist working on antique vehicles.  The modern technically advanced vehicle of the future may become too far advanced for anyone except for the skilled mechanic. 

We may be in a technically advanced computer age, and there’s no doubt there are further advancements to be made, but the trained mechanic is still a big part of the future. So, the next time someone asks, “Where’s that machine?” tell them it’s where it’s always been, in the service bay, and you’ve been talking to it all this time… your mechanic.  

        


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         0 comments
      The Technician Shortage Is Our Fault, And It's Time We Own It
      Nearly every day, I hear shop owners complain: "There's a technician shortage. We can't find qualified people. There's no one out there." If that's true, then who's to blame?
      The industry? The schools? The government? I don't know how you feel, but who promised us an endless supply of qualified technicians?
      Another common complaint is that young people do not want to work in the trades. Well, if that were true, then why are other trades such as HVAC, electrical, and plumbing growing? What are they doing that the automotive industry is not? 
      Here's the reality we need to face: We do have a problem, but we shouldn't look for someone or any entity to rescue us. Not the government. Not the trade schools. Not the recruiting companies. No one owes us a workforce. If we want great people in our industry, it's up to us. At some point, we need to own up to the truth: Building a pipeline of qualified technicians is our responsibility.
      In this blog article, I will break down the key reasons we are in this situation today and what we, as an industry, can do to solve the technician shortage. Are you ready to look in the mirror?
      Have We Pushed Technicians Away?
      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
      I have heard all the arguments and pros and cons of flat-rate pay, and I am not going to judge any pay plan. Let the facts speak for themselves. True flat rate has changed in most areas around the country and has evolved into a pay plan that gives technicians some pay guarantee.
      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
      Another issue is the workplace environment. I remember being grateful to be hired as a young technician at a local repair shop. While very thankful, the work environment was not ideal. The shop owner kept the bay doors open year-round (I am from New York) unless it rained or snowed. He felt that if the bay doors were closed, customers might think we were closed for business. We had no heat and no hot water. Many of the jobs were done outside, year-round,  in all types of weather. The starting pay was minimum wage, with no benefits, sick days, or vacation pay. 
      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
      To fix the technician shortage, it will take a combined effort from everyone in the automotive industry, particularly automotive shop owners. Shop owners are in the perfect position to make the greatest impact, not only on their businesses but also on the future automotive workforce.
      First, shop owners must become better leaders and understand that their ultimate success is directly dependent on the people they assemble around them. Any shop owner who mistakenly believes they can build an empire solely on their abilities is destined for serious disappointment. Business owners who think like this will eventually plateau. Without the collective contributions from a team of qualified people, your business will stall; it will not continue to grow.
      Create a workplace that attracts top talent: a clean, professional, well-equipped facility designed to support productivity, teamwork, and a career, not just a job. Build a great reputation in your community by getting involved locally. Become the auto repair shop that people take notice of as "the" place to work.
      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.
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