AutomotiveServicingtoday's(WARRANTIES)

A warranty is an agreement by the auto manufacturer to have its authorized dealers repair, replace, or adjust certain parts if they become defective. This agreement normally lasts until the vehicle has been driven a certain number of miles, typically 50,000 (80,000 km), and/or until the vehicle has been owned for a certain length of time, typically five years. In order for the warranty to cover the cost of the repair, the problem must occur during the time or miles covered by the warranty. There are basically two types of warranties: those offered by the manufacturer and those ordered by federal and state laws. The details of most manufacturer warranties normally vary depending on the manufacturer, vehicle model, and year. Most manufacturers provide several levels of warranty coverage. There is often a basic warranty that covers the complete vehicle for the first year or first 12,000 miles (19,200 km), whichever comes first. Additional warranties may cover the engine, transmission, drive axles, power train, battery safety restraint systems, the body, or other parts of the vehicle. These warranties extend the warranty time for these items. Sometimes on these warranties, the owner must pay a certain amount of money, called the deductible. The manufacturer pays for all repair costs over the deductible amount. Some warranties are prorated. This means that the amount of the repair bill covered by the warranty decreases over time. Some of these warranties are held by a third party, such as the manufacturer of tires. Although the manufacturer sold the vehicle with the tires already installed, the warranty of the tires is the responsibility of the tire manufacturer. The two government-mandated warranties are the Federal Emissions Defect Warranty and the Federal Emissions Performance Warranty. The Federal Emissions Defect Warranty ensures that the vehicle meets all required emissions regulations and that the vehicle’s emission control system works as designed. The Federal Emissions Performance Warranty covers a vehicle if it is registered in a state or city that has an inspection and maintenance program that meets the requirements of the Environmental Protection Agency (EPA). If the owner properly maintains the vehicle and it fails an EPA-approved emissions test, the manufacturer’s dealer will repair those emission-related parts covered by the warranty, free of charge. Some states, such as California, require the manufacturers to offer additional warranties. All warranty information can be found in the vehicle’s owner’s manual. Whenever there are questions about the warranties, carefully read that section in the owner’s manual. If you are working on a vehicle and know the part or system is covered under a warranty, make sure to tell the customer before proceeding with your work. Doing this will save the customer money and you will earn his or her trust.

INCREASED VEHICLE AGE

Like the price of everything else, the price of a new car has risen sharply. To purchase a new car, many people have taken out loans and have contracted to make car paymants for up to 7 years. These long-term loans are the only way many can afford a new vehicle. These loans are also the reason why people are keeping their cars longer than they did in the past, when it was common for many owners to buy a new car every 3 years. Back then, with a small down payment, the car could be financed for 3 years. Another way people are able to afford a new car is through leasing. When you lease a vehicle, you never really own it. Normally you use the vehicle for two to five years, and then give it back to the dealership. During the time you use it, you have a payment and are responsible for the maintenance of the vehicle. At the end of the lease, the car can be bought for its residual value. The residual value is simply the vehicles projected worth at the end of the lease. Leasing is attractive to some because the monthly payments are based on the selling price minus the residual value of the vehicle. The average age of on-the-road automobiles is 7 years. There are no signs that the trend of keeping cars longer will stop. Older vehicles provide most of the major repair and overhaul work performed in dealerships and independent garages. However, this does not mean that these cars are not complex. Most of the cars on the road have electronic controls, and servicing them requires training and specialized equipment. Much has changed in the last twenty years. Carburetors have been replaced by electronic fuel injection. Ignition systems formerly had distributors to distribute the spark to the engine’s cylinders; now distributors have given way to purely electronic ignitions. Brake systems and automatic transmissions used to be relatively complex hydraulic systems; now they are very complicated, electronically controlled hydraulic systems.

EMISSIONS AND FUEL ECONOMY REQUIREMENTS

Concerns about our environment and safety are two more reasons the need for vehicle service is increasing. Most states now have laws that require periodic inspections of passenger vehicles. In many cases, vehicles must pass exhaust emission and safety inspections before the vehicle’s registration can be renewed. A vehicle that fails these inspections must be brought up to the required standards at the owner’s expense, before the vehicle can be registered for the next year.

Career Opportunities

Automotive service technicians can enjoy careers in many different types of automotive businesses. Because of the skills required to be a qualified technician, there are also career opportunities for those who don’t want to repair cars the rest of their lives. There are also many opportunities for good technicians who want to change careers. The knowledge required to be a good service technician can open many doors of opportunity.

DEALERSHIPS

New car dealerships serve as the link between the vehicle manufacturer and the customer. They are privately owned businesses. Most dealerships are franchised operations, which means the owners have signed a contract with particular auto manufacturers and have agreed to sell and service their vehicles. The manufacturer usually sets the sales and service policies of the dealership. Most warranty repair work is done at the dealership. The manufacturer then pays the dealership for making the repair. The manufacturer also provides the service department at the dealership with the training, special tools, equipment, and information needed to repair its vehicles. The manufacturers also help the dealerships get service business. Often, their commercials stress the importance of using their replacement parts and promote their technicians as the most qualified to work on their products.

Working for a new car dealership can have many advantages. Technical support, equipment, and the opportunity for on-going training are usually excellent. At a dealership, you have a chance to become very skillful in working on the vehicles you service. However working on one or two types of vehicles does not appeal to every-one. Some technicians want diversity.

INDEPENDENT SERVICE SHOPS

Independent shops may service all types of vehicles or may specialize in particular types of cars and trucks or specific systems of the car. Independent shops outnumber dealerships by six to one. As the name states, an independent service shop is not associated with any particular automobile manufacturer. Many independent shops are started by technicians eager to be their own boss and run their own business. An independent shop may range in size from a two-bay garage with two to four technicians, to a multiple-bay service center with twenty to thirty technicians. A bay is simply a work area for a complete vehicle. The amount of equipment in an independent shop varies; however, most are well equipped to do the work they do best. Working in an independent shop may help you develop into a well-rounded technician. Specialty shops specialize in areas such as engine rebuilding, transmission/transaxle overhauling, and air conditioning, brake, exhaust, cooling, emissions, and electrical work. A popular type of specialty shop is the “quick lube” shop, which takes care of the preventative maintenance of vehicles. It hires lubrication specialists who change fluids, belts, and hoses, in addition to checking certain safety items on the vehicle. The number of specialty shops that service and repair only one or two systems of the automobile has steadily increased over the past ten to twenty years. Technicians employed by these shops have the opportunity to become very skillful in one particular area of service.

FRANCHISE REPAIR SHOP

A great number of jobs are available at service shops that are run by large companies, such as Firestone, Goodyear, Precision Tune, Midas, and Procare. These shops do not normally service and repair all of the systems of the automobile. However their customers do come in with a variety of service needs. Technicians employed by these shops have the opportunity to become very proficient in many areas of service and repair. Some independent shops may look like they are part of a franchise but are actually independent. Good examples of this type of shop are the NAPA service centers These centers are not controlled by NAPA, nor are they franchises of NAPA. They are called NAPA service centers because the facility has met NAPAs standards of quality and the owner has agreed to use NAPA as his primary source of parts and equipment.

STORE-ASSOCIAIED SHOPS

Other major employers of auto technicians are the service departments of department stores. Many large stores that sell automotive parts often offer certain types of automotive services, such as brake, exhaust system, and wheel and tire work

FLEET SERVICE AND MAINTENANCE

Any company that relies on several vehicles to do its business faces an on-going vehicle service and preventive maintenance problem. Small fleets often send their vehicles to an independent shop for maintenance and repair. Large fleets, however, usually have their own preventive maintenance and repair facilities and technicians. Utility companies (electric, telephone, cable TV, etc.), car rental companies, overnight delivery services, and taxicab companies are good examples of businesses that usually have their own service departments. These companies, normally, purchase their vehicles from one manufacturer. Technicians who work on these fleets have the same opportunities and benefits as technicians in a dealership. In fact, the technicians of some large fleets are authorized to do warranty work for the manufacturer. Many good career opportunities are available in this segment of the auto service industry.

JOB CLASSIFICATIONS

The automobile industry offers numerous types of employment for people with a good understanding of automotive systems.

Service Technician

A service technician assesses vehicle problems, performs all necessary diagnostic tests, and competently repairs or replaces faulty components. The skills to do this job are based on a sound understanding of auto technology, on-the-job experience, and continuous training in new technology as it is introduced by auto manufacturers. Individuals skilled in automotive service are called technicians, not mechanics. There is a good reason for this. Mechanic stresses the ability to repair and service mechanical systems. While this skill is still very much needed, it is only part of the technician’s overall job. Today’s vehicles require mechanical knowledge plus an understanding of other technologies, such as electronics, hydraulics, and pneumatics. A technician may work on all systems of the car or may become specialized. Specialty technicians concentrate on servicing one system of the automobile, such as electrical, brakes, or transmission. These specialties require advanced and continuous training in that particular field.

Shop Foreman

The shop foreman is the one who helps technicians with more difficult tasks and serves as the quality control expert. In some shops, this is the role of the lead tech. For the most part, both jobs are the same. Some shops have technician teams. On these teams, there are several technicians, each with a different level of expertise. The lead tech is sort of the shop foreman of the team. lead techs and shop foremen have a good deal of experience and excellent diagnostic skills.

Service Advisor

The person who greets customers at a service center is the service advisor, sometimes called a service writer. The service writer must have a good knowledge of automobiles and the parts of a car. A friendly attitude and the ability to deal with people effectively are also important. Customers discuss their automotive problems and needs with the service writer. The service writer then consults with a technician. Based on these discussions and the technician’s diagnosis, the service writer prepares a detailed cost estimate for the customer. Accurate estimates are not only highly appreciated by the customer, but they also are required by law in most states. Writing an accurate estimate requires a solid understanding of the automobile, good communications with the customers and technicians, and good reading and math skills. The basic tools for a service advisor are parts and labor guides. These manuals list the parts and labor required to complete a task. Many shops use computers to generate the repair estimates and to schedule the shop’s workload.

Service Manager

The service manager is responsible for the operation of the entire service department at a large dealership or independent shop. Normally, customer concerns and complaints are handled by the service manager. Therefore, a good service manager has good people skills in addition to organizational skills and a solid automotive background. In a dealership, the service manager makes sure the Manufacturers’ policies on warranties, service procedures, and customer relations are carried out. The service manager also arranges for technician training and keeps all other shop personnel informed and working together.

Parts Counterperson

A part counterperson can have several different duties and is commonly called a “parts person.” This is the person who retrieves parts for technicians or for regular customers. Depending on the parts store or department, duties may also include delivery of parts, inventory of stock, and pricing of parts. An understanding of automotive terminology and systems is a must for a good parts counterperson. This career is an excellent alternative for those who know about cars but would rather not work on them.

Parts Manager

The parts manager is in charge of ordering all replacement parts for the repairs the shop performs. The ordering and timely delivery of parts is extremely important for the smooth operation of the shop. Delays in obtaining parts or omitting a small but crucial part from the initial parts order can cause frustrating holdups for both the service technicians and customers. Most dealerships and large independent shops keep an inventory of commonly used parts, such as filters, belts, hoses, and gaskets. The parts manager is responsible for maintaining this inventory. An understanding of automotive systems and their parts, thoroughness, attention to detail, and the ability to work with people face-to-face and over the phone are essential for a Parts manager.

RELATED CAREER OPPORTUN ITI ES

In addition to careers in automotive service, there are many other job opportunities directly related to the automotive industry.

Parts Distribution

The “automotive aftermarket” refers to the network of businesses that supplies replacement parts to independent service shops, car and truck dealerships, fleet operations, and the general Public. Vehicle manufacturers and independent parts manufacturers sell and supply parts to approximately a thousand warehouse distributors throughout the United States. These warehouse distributors (WDs) carry substantial inventories of many part lines. Warehouse distributors serve as large distribution centers. WDs sell and supply parts to parts wholesalers who are commonly known as jobbers. Jobbers sell parts and supplies to shops and “do-it-yourselfers.” Many jobbers operate machine shops that offer another source of employment for skilled technicians. Jobbers or parts stores can be independently owned and operated. They can also be part of a larger national chain. Auto manufacturers have also set up their own parts distribution systems to their dealerships and authorized service outlets. Parts manufactured by the original vehicle manufacturer are called original equipment manufacturer (OEM) parts. Opportunities for employment exist at all levels in the parts distribution network, from warehouse distributors to the counter people at local jobber outlets.

Marketing and Sales

Companies that manufacture equipment and parts for the service industry are constantly searching for knowledgeable people to represent and sell their products. For example, a sales representative working for an after-market parts manufacturer should have a good knowledge of the company’s products. The sales representative also works with WDs, jobbers, and service shops to make sure the parts are being sold and installed correctly. They also help coordinate training and supply information so that everyone using their products is properly trained and informed.

Other Opportunities

Other career possibilities for those trained in automotive service include automobile and truck recyclers, insurance company claims adjusters, auto body shop technicians, and trainers for the various manufacturers or instructors for an automotive program. The latter two careers require solid experience and a thorough understanding of the automobile. It is not easy being an instructor or trainer; however, passing on knowledge can be very rewarding. Undoubtedly, there is no other career that can have as much impact on the automotive service industry as that of a trainer or instructor.

WORKING AS AN AUTOMOTIVE TECHNICIAN

To be a successful automotive technician, you need to have good training, a desire to succeed, and a commitment to be a good technician and a good employee. A good employee works well with other employees and strives to make the entire organization successful. The required training is not limited to just the automotive field. Since good technicians spend a great deal of time working with service manuals, good reading skills are important. Technicians must also be able to accurately describe what is wrong to customers and the service advisor. Often this is done in writing; therefore, a technician also needs to be able to write well.

Employer-Employee Relationships

Being a good employee requires more than learning job skills. When you begin a job, you enter into a business agreement with your employer. When you become an employee, you sell your time, skills, and efforts. In return, your employer pays you for those resources.

EMPLOYER OBLIGATIONS

As part of the employment agreement, your employer also has certain responsibilities:

1) Instruction and supervision. You should be told what is expected of you. A supervisor should observe your work and tell you if it is satisfactory and offer ways to improve your performance.

2) Clean, safe place to work. An employer should provide a clean and safe work area as well as a place for personal cleanup.

3) Wages. You should know how much you are to be paid before accepting a job. You should have a good understanding of what your pay will be based on. Will you be paid by the hour? By the amount of work completed? Or a combination of these two ? Your employer should pay you on designated paydays.

4) Fringe benefits. When you are hired, you should be told what benefits, in addition to wages, you can expect. Fringe benefits usually include paid vacations and employer contributions to health insurance and retirement plans.

5) Opportunity and fair treatment. Opportunity means you are given a chance to succeed and possibly advance within the company. Fair treatment means all employees are treated equally, without prejudice or favoritism.

CUSTOMER RELATIONS

Good customer relations begin at the technician level. Learn to listen and communicate clearly. Be polite and organized, particularly when dealing with customers on the telephone. Always, be as honest as you possibly can. Be aware of your appearance and present yourself as A professional, which is what automotive technicians are Professionals are proud of what they do and they show it. Always dress and act appropriately and watch your language, even when you think no one is near. Respect the vehicles on which you work. They are important to your customers. Always return the vehicle to the owner in a clean, undamaged condition. Remember a car is the second-largest expense a customer has.Treat it that way. It doesn’t matter whether you like the car. It belongs to the customer; treat it respectfully. Explain the repair process to the customer in understandable terms. Whenever you are explaining something to a customer, make sure you do so in a simple way and without making the customer feel stupid. Always show the customers respect and be courteous to them. Not only is this the right thing to do, but it also leads to loyal customers. Make repair estimates as precise as possible. No one likes surprises, particularly when substantial amounts of money are involved. To help you develop your customer relation skills, special customer care tips appear throughout this text. They contain sound advice you can share with customers on personal car care. They also give you advice on how to conduct business in a courteous and professional manner.