Isn’t It Time We Rethink What a Master Level Technician Is?

[Joe Marconi]

Isn’t It Time We Rethink What a Master Level Technician Is?

By Joe Marconi, an Elite Worldwide Blog -  

 

 

 

 

My roots in the automotive industry go back to the 1970s working in a small 2-bay auto repair shop. As a young technician, my goal was to attain the status of master-level. That meant that I was expected to repair or service nearly anything that rolled into my work bay. However, “anything” really only meant vehicles made by General Motors, Ford, and Chrysler. The Big Three, as they were once known, dominated the roadways in those days. With a limited number of vehicle brands to learn, it didn’t take long to become proficient in all areas of automotive repair, from engine mechanical, drivetrain, electrical, steering, suspension, and all other systems. That was back then.

Let’s fast forward to today. Unless you specialize in certain areas and/or on specific vehicle brands, it is becoming increasingly more difficult to be proficient in a wide range of vehicle models and vehicle systems. The training, technical information, and equipment that is required today to be an all-around master-level technician is too overwhelming.

In this blog, I will explore a few ideas and push the envelope with a few controversial concepts. My goal is to help advance the automotive aftermarket and to improve the perception the typical consumer has of our industry. Everyone employed in the automotive industry should feel proud of the work they do.

 

The Reality of Modern-Day Automotive Repairs and Service

Is it reasonable these days to expect a technician to solve a complicated check engine light problem on Lexus, then jump to an electrical fault on a Volvo, and then analyze a transmission issue on a Dodge diesel pickup truck? Is it also reasonable to expect that technician to remain highly productive bouncing from problem to problem on different vehicle brands? The belief that the average technician can attain master-level status on a wide variety of vehicle brands and in all areas of auto repair has become unrealistic. We need to define different criteria.

 

Should There Be a Change to ASE Certifications?

We also need to consider the standards set by ASE (Automotive Service Excellence). Achieving ASE Master Level status requires passing a series of tests in a particular area of expertise. Most technicians consider ASE certifications to be a badge of honor, an achievement of accreditation. There is nothing wrong with this. However, in this modern world of sophisticated automotive technology among a vast array of vehicle brands and systems, does passing a series of tests accurately determine someone’s skill level and proficiency? There is no doubt that the ASE does a great job of creating standards for our industry, and their dedication to our industry cannot be ignored. However, I believe that the topic of what determines a Master Level Technician is something that the ASE needs to take a hard look at.

 

A Shift in Our Mindset is Needed

About eight years ago, I hired a technician that emigrated from Greece., we’ll call him Pete. When I reviewed his employment application, he noted that he was an Undercar Specialist. In his home country, Greece, he was trained in brakes, steering, suspension, wheel alignment, driveline issues, axles, tires, and wheel balance. I hired him, at first, as a B-level technician. What I found out in a short time was something I never considered before. Pete was so competent in his areas of expertise that I eventually promoted him to A-level technician and paid him accordingly. By focusing on certain vehicle systems, he was able to become highly proficient in those areas; to the point where he was the go-to tech in my shop for any undercar problem. Pete’s work was top-notch, with virtually no comebacks and the highest quality. The question is, why shouldn’t Pete be awarded the recognition of Master Level in his field of expertise?

Here’s another thing to consider. We often complain about finding competent technicians. Techs that can handle everything we throw at them. Again, is this realistic? That may have been a reasonable expectation in 1985, but is it today? We need to shift our mindset and help young technicians choose their area of expertise, based on their strengths and preferences. This will build a larger pool of qualified technicians. This strategy would also open up more jobs for more people to enter our industry.

With the proliferation of technology, diesel, hybrids, and electrical vehicles, doesn’t it make sense to have many areas of master-level status? Perhaps we need to take a page from the medical field. In the medical field, you have surgeons, cardiologists, gastroenterologists, pediatricians, obstetricians, gynecologists, dentists, and more designations. They are all specialists in their particular field, and they are all called Doctors.

 

The Economic Reality

 

I want to address the economic impact of running an auto repair shop these days. There isn’t a shop owner today who is not financially affected by the evolution of the modern automobile. The associated rising costs for tools, equipment, training, and information systems are heading into uncharted territories. Can the average repair shop afford to keep current on all makes and models? Buying expensive equipment, for example, has become a challenge. Shop owners often struggle, asking, “Why buy an expensive piece of equipment, only to be used once or twice a year? Where’s the return on investment?”

With respect to being profitable, again I go back to what I stated earlier, can an auto repair shop be productive in all areas and on all makes and models? High levels of production are needed to generate profit. However high levels of production rely on creating processes on a predictable set of operations. What this means is that when a repair shop narrows its focus on what they do best, and on the vehicle brands they train on, those shops become more productive. They also become more profitable than those shops trying to be all things to all people.

 

My Proposed Solution

 

The automotive aftermarket industry must adopt a new way of thinking. Just like the medical field, technicians should be able to, and encouraged, to specialize. This would allow someone to achieve master-level status technician in a specific area of automotive repair. Just as in the example above with my technician, Pete, we would have highly skilled technicians proficient in different areas. We would have under-car specialists, transmission specialists, drivability specialists, EV/Hybrid specialists, engine specialists, and other designations. And they would all be considered Master Level Technicians in their field of expertise. Productivity and efficiency would improve, more jobs would be made available, and more people would have pride in what they do, and in the industry they work in.

 

Conclusion

At Elite Worldwide, we are committed to helping our clients stay on the cutting edge of business strategies. We are also firmly committed to elevating the auto industry, raising the bar for all auto repair shops, and for those working in the automotive aftermarket. From our Top Shop Coaching programs, Pro Service peer groups, and our service advisor Master’s Program, Elite has the business solutions to help you take your company right to the top!

View full article

[Transmission Repair]

Most shops have unrealistic expectations of a newly hired tech.  That problem, combined with the new tech wanting to make a good impression during the hiring/interviewing process opens up the possibility of misunderstanding and miscues.  We were a transmission shop specialist.  Transmission, transfer cases, clutches, and differentials only.  No General Repair. Before I became a shop owner, I had more than one shop wanting me to be a "Mr. Know-It-All".  This was in the early & mid-1970s when all technical information was only printed in huge service manuals with tiny illustrations and fonts that few shops had current issues.  I remember an older gentleman coming around once or twice a year with a trunk full of manuals for sale.  I quickly learned that if I wanted a transmission manual, I would have to buy it because the shop owner wouldn't.  The excuse he used was, "Manuals have a way of growing legs." because that's been his experience.  Technical information was hard to come by in those days.

Fast forward to today, everything is online, mostly by subscription.  However, there are a lot of industry groups that cost little or nothing where you can both learn & share information & experiences.  Our AutoShopOwner group is but one example.  Today's technician should have an ample list of their online friends in the business.  I can remember meeting several of my online friends for the first time in a face-to-face meeting at the Transmission Expo.  It blew my mind because I had made up an image of what they would look and talk like in my mind.  In reality, I wasn't even close.

What worked the best for me was taking the time to write a Technician's Job Description that I heard about in a seminar I attended.  It sounds a lot easier than it is.  I don't expect to hire a Walking Oracle, but I do expect the tech to find the information he needs online.  I edited the Technician's Job Description numerous times as things came up.  It took me at least 6 months to settle on the final contents.

We had a 90-day orientation period where both the shop and the new hire learned what to do, what was expected, and how to find information when you needed it.  Within 90 days, both our shop and the new hire had a good feeling (or not) about things working out.  Sadly, I finally settled on this winning formula later in my career, about 1995-2015.  I hope this helps others in hiring a qualified Master Tech.  As we all know, they are in very short supply.