Chapter 1 Flashcards
What does a service technician do?
Assesses vehicle problems, performs all necessary diagnostic tests, and competently repairs or replaced faulty components.
What skills must a technician have to do their job?
A sound understanding of auto technology, on the job experience, and continuous training in new technology as it’s introduced.
An understanding of electronics, hydraulics, and pneumatics are also required.
What is a specialized technician?
A technician who concentrated on serving one system. These specialties require advanced and continuous training in their field.
Shop foreman
Helps techs with more difficult tasks and serves as the quality control expert. Could also be called lead tech. They have a good deal of experience and excellent diagnostic skills.
Service advisor
Greets customers. Link between customer and technicians. Responsible for explaining customers concerns and or requests, and keeping track of progress.
Service manager
Responsible for operation of entire service department. Handles customers concerns and complaints. Good people skills and solid auto background.
What does a service manager do in a dealership
Makes sure policies on warranties, service procedures, and customer relations are carried out. Arranged for technicians training and keeps all other shop persons informed and working together
Service director
Oversees operation of service and parts departments. Main responsibility of keeping shop profitable. Ensures efficiency.
Parts counter person
Sell auto parts to customers or issue supplies to technicians working in shops.
Parts manager
In charge of ordering replacement parts and is responsible for the entire parts department
Deductible
The amount of money a customer has to pay on a warranty.
Aftermarket
Refers to the network of businesses that supply replacement parts.
OEM
Original equipment manufacturer parts
Warranty
Agreement by manufacturer to have dealership repair replace or adjust certain parts of they become defective.
What are the two types of warranties
Manufacturer or by federal or provincial laws
What is a prorated warranty
The amount of the repair bill covered by the warranty decreases over time.
What are the two government mandated warranties
Federal emissions defect warranty and federal emissions performance warranty
What are warehouse distributors
Carry substantial inventories of many parts lines. Sell and supply parts to wholesalers (jobbers)
What are jobbers
Sell parts and supplies to shops and do it yourselfers
Dealerships
Link between manufacturer and customer. Privately owned. Franchised. Mostly warranty repair work, mostly new vehicles.
Advantages of working at dealership
Technical support, equipment, opportunity for on going training. Become very skillful on the vehicles you service.
Disadvantages of working at a dealership
Not diverse work, normally working on one or two types of vehicles.
Independent shops
Our number dealerships 6:1. Service all types of vehicles. Will become well rounded technician working here
Specialty shop
Works on one or two systems
Franchise repair shop
Do not service an repair all systems. Technicians have opportunity to become very proficient in many areas of service and repair.
Store associated shops
Department stores offer certain services. Brakes exhaust wheel and tire work
Fleet service and maintenance
Company vehicles. Same opportunities as dealership work
Ways to gain experience as a student
Job shadowing program, mentoring program, cooperative education, part time employment
Apprenticeship
Based on tasks performed by journey person. Usually 4 to 5 years and 85% work and the rest school.
Red seal
Can write after your apprenticeship. Need a 70 to pass. Can work almost anywhere in Canada without further testing
Ase certification
Optional training in engine repair, automatic transmissions/transaxle, manual tram issuing and drive axels, suspension and steering, brakes, electrical systems, heating and air conditioning, engine performance. Requires two years of hands on experience.
Why do we use electronics
They have no moving parts, are durable, do not require periodic adjustment and are very light.
Preventative maintenance
To prevent problems. Oil and filter changes, coolant and lubrication services, replacement of belts and hoses, spark plugs, filters and worn suspension components.
What is residual value
Vehicles projected worth at the end of the lease
Whose job is it to prepare a repair cost estimate for a customer
Service advisor
