Chapter 1

Question 1

What does a service technician do?

Answer 1

Assesses vehicle problems, performs all necessary diagnostic tests, and competently repairs or replaced faulty components.

Question 2

What skills must a technician have to do their job?

Answer 2

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.

Question 3

What is a specialized technician?

Answer 3

A technician who concentrated on serving one system. These specialties require advanced and continuous training in their field.

Question 4

Shop foreman

Answer 4

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.

Question 5

Service advisor

Answer 5

Greets customers. Link between customer and technicians. Responsible for explaining customers concerns and or requests, and keeping track of progress.

Question 6

Service manager

Answer 6

Responsible for operation of entire service department. Handles customers concerns and complaints. Good people skills and solid auto background.

Question 7

What does a service manager do in a dealership

Answer 7

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

Question 8

Service director

Answer 8

Oversees operation of service and parts departments. Main responsibility of keeping shop profitable. Ensures efficiency.

Question 9

Parts counter person

Answer 9

Sell auto parts to customers or issue supplies to technicians working in shops.

Question 10

Parts manager

Answer 10

In charge of ordering replacement parts and is responsible for the entire parts department

Question 11

Deductible

Answer 11

The amount of money a customer has to pay on a warranty.

Question 12

Aftermarket

Answer 12

Refers to the network of businesses that supply replacement parts.

Question 13

OEM

Answer 13

Original equipment manufacturer parts

Question 14

Warranty

Answer 14

Agreement by manufacturer to have dealership repair replace or adjust certain parts of they become defective.

Question 15

What are the two types of warranties

Answer 15

Manufacturer or by federal or provincial laws

Question 16

What is a prorated warranty

Answer 16

The amount of the repair bill covered by the warranty decreases over time.

Question 17

What are the two government mandated warranties

Answer 17

Federal emissions defect warranty and federal emissions performance warranty

Question 18

What are warehouse distributors

Answer 18

Carry substantial inventories of many parts lines. Sell and supply parts to wholesalers (jobbers)

Question 19

What are jobbers

Answer 19

Sell parts and supplies to shops and do it yourselfers

Question 20

Dealerships

Answer 20

Link between manufacturer and customer. Privately owned. Franchised. Mostly warranty repair work, mostly new vehicles.

Question 21

Advantages of working at dealership

Answer 21

Technical support, equipment, opportunity for on going training. Become very skillful on the vehicles you service.

Question 22

Disadvantages of working at a dealership

Answer 22

Not diverse work, normally working on one or two types of vehicles.

Question 23

Independent shops

Answer 23

Our number dealerships 6:1. Service all types of vehicles. Will become well rounded technician working here

Question 24

Specialty shop

Answer 24

Works on one or two systems

Question 25

Franchise repair shop

Answer 25

Do not service an repair all systems. Technicians have opportunity to become very proficient in many areas of service and repair.

Question 26

Store associated shops

Answer 26

Department stores offer certain services. Brakes exhaust wheel and tire work

Question 27

Fleet service and maintenance

Answer 27

Company vehicles. Same opportunities as dealership work

Question 28

Ways to gain experience as a student

Answer 28

Job shadowing program, mentoring program, cooperative education, part time employment

Question 29

Apprenticeship

Answer 29

Based on tasks performed by journey person. Usually 4 to 5 years and 85% work and the rest school.

Question 30

Red seal

Answer 30

Can write after your apprenticeship. Need a 70 to pass. Can work almost anywhere in Canada without further testing

Question 31

Ase certification

Answer 31

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.

Question 32

Why do we use electronics

Answer 32

They have no moving parts, are durable, do not require periodic adjustment and are very light.

Question 33

Preventative maintenance

Answer 33

To prevent problems. Oil and filter changes, coolant and lubrication services, replacement of belts and hoses, spark plugs, filters and worn suspension components.

Question 34

What is residual value

Answer 34

Vehicles projected worth at the end of the lease

Question 35

Whose job is it to prepare a repair cost estimate for a customer

Answer 35

Service advisor