Te Mica Piofession Sa ‘Automotive Cares | Opiates Customer's Concern ‘You have always know that you wanted to work with your bands. No offce cubicles, no telephone headsets. You want a job cha offers new challenges every day. You want 9 technical career, You have always loved cars. Maybe you ae interested ina career as.an auromotive technician, Before you make your final carer choice, you have several factors 0 consider. You need to decide if your love of cat als relates tothe detailed diagnostic and repair work required of technician, Job availablity and security ate very important, Financial stability is critical. Finally, you want to gain the education that will se you on a solid career path, After reading this chapter, you will have general answers to these questions: 1 What do automotive technicians do on the job? Consider making an appointment with technician ta local service center to discus this 2. What are the employment opportunities for auto: ‘motive technicians? Check employment clasifieds Inyour local newspaper. You might ao visit employ ment Web site, 3. What isthe average annual income for an auton: tive technician? Local service centers may share 2 range of wages related to your are’ job market fot, check Internet employment sitesThe Automotive Profession Objectives: ‘© Identity the major systems of an automotive vehicle and briefly explain the purpose of each system. «© Identify the purposes and explain the importance of ASE, NATE, and STS to the automotive service industry «© Complete repair order to include customer information, vehicle identifying information, customer concen, related service history, cause, and correction. ‘© Locate and interpret vehicle and major component identification numbers (VIN, vehicle certification labels, and calbration decals). The Automotive Industry Starting with the first patented gasoline powered Benz Motorvagen in 1886, the automotive industry has seen continous and exciting changes for over a century. See Fig- 1-4. The easy gasoline-powered futomobile generated 1.5 horsepovee. It reached top speeds of 3-5 mph [5-8 kph], Today’s vehicles hhave 76-543 horsepower engines and cruise at (65-122 mph [106-196 kph], depending onthe legal speed limit. For many people around the world, Attomobiles are the mos itportant means of per onal transportation, Fig 14 An 1886 Osimler motor catiage, the forerunner f todays autemobl Wh waste Vocabulary: © automotive system © Automotive Service Excellence (ASE) © master technician © National Automotive Technicians Education Foundation (NATEF) © Service Technicians Society (STS) Inthe United Stats, he automotive industry and its 350,000 related industries employ about 7 mil lion workers. More than 30 percent ofall pasenger cars are in the United Seates. Ninety percent of ‘Americans own at least one cas and 5S percent own two of more, Americans drive 27 wilion miles a year, Ther veicles consume 163 billion gallons of fuel per year Analy, motorists in the United Seats spend $100 billion on vehicle insurance. They also tse more than $300 billion of credit the purchase and maintenance of vehicles. The automotive indus try affects many areas of the economy. Automotive Systems ‘Automobiles ar highly complex vehicles with multiple computer-controlled systems. Anautomno- bile today has mote computers init than did the first spaceship. A new car may have as many as 50 ‘computers operating everything fom the engine to the sound system. “Aucomotive vehicle ae available in a wide vari- ‘ety of model sizes, and body styles. Vehicles range from compact to fall ize cars and from minivans to sporeutlityveicles (SUVs). There are alsosedans, convertibles, hatchbacks, sation wagons, luxury models and a wide variety of trucks “Technology has improved automotive vehicles ‘over the past century Veicles are designed accor Jing toa variety of fctors, including the number of engine cylinders, the type of drivetrain system, and vehicle application."Fig. 12 The base automotive systems. ©. Agate stom proies. ed usar lta incase ees ch 2 as nc aes sce ‘or pn tel sa Srooeasatng bumps Asusperion stm sts ‘hess of te and bea Iran bans onlin sh ating system dons tedsps eve ‘An engne or poner pant (dung ten ct og nen ‘tens pes epensabe on ‘cent overt are ei, Ady andtane syst ‘Syahid pe oar eomprmer or ecoge pages gen sere An aces stem ines eves tat bce tn ‘Shan ~tediedlnd where | ata a ‘naling sytem ‘ntl matin Fase conparnet A power tla system ines, ‘henson and Pp sina can hep ton E | ‘ieenone thee was Bae ph ctecraeconicyten procera cs al pe ‘ede teapot eee’ ‘Sel reese cranes 2 ighting system coe ahi and aih, | recto sg rl tog pt nr ‘merece ae cote) ih tren ‘cna pnel noms ang ihAbout 20,000 separate parts are assembled to alge an automotive vehicle. These pars are grouped into several systems, known as automotive vehicle systems, An atomotive system isa system made ap foftwo or more parts that work together to perform 8 specific task See Fig. 12 ‘As automotive vehicles become mote complex, vehicle service, maintenance, end repair mar keep tp with changing technology. Many people who ‘erviced and epaired thee own vehiles have turned te highly skilled professional service technicians. Specialized equipment is used to troubleshoot and ‘bagnase modern-day automotive vehicle problems to determine service and repair options. Se Fig. +3. ‘Anyone whose vehicle hs filed to start knows che {importance ofan automotive technician's job. A com tent automotive technician can diagnose the ease ‘ofthe problem quickly and accuraty. The technician ‘an then perfor the necessary service of repair. “Fig. 1.3 An automotive serves tachi sing a sean tool to check engine parormancs. yoo Automotive Service Excellence (ASE) Certification As the need for skilled technicians has grown, 2 ‘numberof automotive service-elated organizations have been created. These organizations help ensure the quality of taining received by today's automo- tive technician. These organizations also support automotive service technician as they grow in thei ‘The National institute for Automotive Service Excellence In 1972 the automotive service industry cxeated the independent, nonprofit National Institute for ‘Automotive Service Excellence. Automotive Service Excellence (ASE) isan organization of automotive professionals whose purpose is to improve the ‘quality of vehicle service and repait. ASE does this through the testing and certification of service and repair professionals. See Fig. 1. ASE is governed by # member boaed of directors. © Fig. 1-4 The industry recognized ASE Blue Seal of e Exeallence. bys oom ofr de AS 8 gl ASE administers a series of certification exams Individuals can become cartified as automobile and light euck vechnicians, collision repair technicians, medium and heavy city truck technicians, alterna: tive fuel technicians, engine machinists, and parts specialists. There are a total of 43 areas in which ‘ne or more individual certification exams are given, See Fig 15, To achieve ASE certification, a technician must fist pass atleast one certification exam, Second, ‘the technician must provide proof of two years of televant work experience. A technician who is cer ‘ified in all eight autolighe tuck areas is a master technician. These areas are Brakes. + EletrcalBleceronic Systems. + Engine Performance. * Suspension and Stezing, + Engine Repair ‘Heating and Ait Conditioning + Automotive Transmission Transaxle + Manual Drive Train and Axles‘Automobileight ruck Automabil Service ‘Conant Gaze | oa eee a Te Sermon Soares, eee sot cotnton | oer: i \aeiaile oD ICIAN: ey pm and Spal ants se See =o soe = ee Teepevnng «nee eee 1 Nm tm nn Seg respect + Soa Pt cot + Sect gone lise 1 thereat pens 1 tng et cata) pen yin cine + Asan Spi + Ging Seca Gp ect Advanced sees 1 ned owe Ca ‘So age + to pien Bt 1 fal Syme nan Sos base + Ca seme ferns, ps past + Denies ‘snd et Foye yee an a ep ‘Aernatve Fels + penta cpees Under Specie ame sec + ress Ss + CheASE Certification Exams ASE certification exams are offered twice a year at more than 750 locations in the United States ‘Many tests are computer based. These are offered at secure locations. See Fig. 1-6. The exams sess knowledge and job-related skills ‘Neatly 420,000 professional technicians have been certified under this voluntary certification ‘program Many employers now make ASE certifies: fion a condition for employment. Many employers pay higher wages to ASE-certified technicians. To remain certified, a technician must pas a recertf- cation test every five years "ASE: certified technicians workin every area ofthe automotive sevice industry: ASE-certified technicians Usually wear the blue-and-white ASE logo on their shit Fg. 1-6 Asample question from an ASE co computor dosed tet (COT Explain how automotive engines have changed inthe pase 120 years deny the major automotive systems and relate the major purpose of each system. = What i the mission of ASE? How does one achieve ASE certification? ‘What NATEF and what is its mission? ‘What does STS stand for? NATEF's Role In 1978 the National Automotive Techn Education Foundation (NATEF) was created as an ‘organization that certifies automotive training pro trams, Se Fig. 1-7, NATEF was formed through the ‘work of the Industry Planning Council (IPC) ofthe then American Vocational Association (AVA), The [AVA is now known as the Associaton for Career and Technical Education (ACT) The IPC, working with ASE, developed a process for erlying auromorive training programs. NATEF was formed to evaluate indvidaal automotive train ing progeams. It also recommends programs for ASE certification and cerifies those programs. fas) NATEF % Et.tdar aonion vores al Se Service Technicians Society Formed by the Society of Automotive Engineers (SAE), the Service Technicians Society (STS) is an sociation for automotive and transportation pro- fessionals, Students eneolled in automotive techni- cian taining programs are eligible to join STS. ASE TEST PREP 7. The organization eeated to evaluate and certify individual astometive traning pro- grams is the: {© National Insitute for Automotive Sex vice Excllence (ASE), © Service Technicians Society (STS) {© National Automotive Technicians Edu- cation Foundation (NATEF) © Association for Cateer and Technical aiycation (ACTE),Objectives: © ‘Identify career opportunities in the automotive industry. «© Explain how to become an ASE-cetiied automotive technician. Job Outlook Acconding tothe US. Depart ment of Labor, 82,000 0 164,000 addtional antomocive technicians will be needed in the near future. Jobs will be plentiful for those who finish training programs in high school, career and techaical school or college. Most teh cians who enter the field can expect steady work. Changes fn economic conditions have Lie etfece on the automouve service and repair business. See Fig 8. Automotive Employers A variety of businesses employ rained automotive technicians to pecform service and repais, These includes ‘Dealerships that sll and service specific brands of vehicles. + Independene service facilities that service all types of automotive vehicles. + Large retail facilities that are owned by mass merchandisers. + Specialty centers that handle brakes, une-ups, teansnission repes, and wheel alignment. ‘+ Fleet facilities operated by the government or private companies to service their own vehicles, Dealerships “There are about 24,000 new-car dealers in the United Seats. There are also several hundred truck dealers, The dealer must prepare and service each new vehicle before delivery tothe custome. Some: times vehicle problems develop after the sale. The dealer mast fx vehicles that are undee warranty Automotive Career Opportum Vocabulary: © repair order diversity © active listening Fig. 1-8 A student earning from e master aut ‘Warcanty work ie paid for by the veicle manus turet The waceanty covers repaits only for a spec- fied period of time or ileage amount after che date the vehicle was sold ‘A manufacturer may recall a vehi. This means the manufacturer asks the owner to return the vehicle to the dealer for inspection and possible Fepair The manufacturer pays for any required parts fof service. Recalls are frequently safety-related ‘Technicians should never allow the vehicle owner to ignore a recall [New-car dealers also sell the used vehicles traded in when customers buy new vehicles. After inspecting and reconditioning the vehicle, the dealer sells the trade-in, often with a limit wazrany: This warrenty protects the buyer iF defect shows up shortly after the sale, Dealers also sll sed vehicles “as is.” In chis case, the buyer does noc receive any warranty.Gees Aenea suey Get) The dealership has a service department to handle the automotive service work. This ie a prop- erly equipped service facility saffed with tained technicians who do warranty work and work for which the customer pays. Diagnostic equipment, special tools, and parts must be available. Some Service departmens are small, employing fewer than five technicians. Larger dealerships may employ 25 cor more technicians ‘Most dealerships have personal computes inthe service department so they can be online with the vehile manufacturer. See Fig. 19. This means the computers atthe dealership are connected to the manufacturers computer. A telephone line or satellite link connects the two. If vehicle has a slifficule problem, che technician can connect tothe ‘manufacturer's Computer, which shows how to diagnose and cepair the problem. The sereen may als display the pares needed, along with thei prices and availabilty. Sf SLlsncuding te ably to vee computer iagnostc equipment. “Fig. 1-9 Today's technicians must have a variety | Independent Service Facilities ‘There are more than 120,000 non-dealership automotive repair facilities in the United States ‘These are independent service facilites. Some are ‘one-person specialty businesses. Others are general repair facilities thet employ many avtomotive tech nicians. The larger facilities often operae like deal- ership service departments See Fig. 1-10. fig. 1-40 Ase dpatent ian atone Bh est Large Retail Faci Service facies owned by mass merchandisers ‘operate much like independent service facilities. Howeves these centers usually specialize in engine tune-up, eletrcallelectronic systems, suspension and stecing lighting systems, and tire replacement and repait Specialty Centers Specialy centers provide vatius “trade services” for the automotive service industry. Thte services ‘sully inelue brake repa, whl ligament, ane ‘ps tanamisson reps hbe and ol changes, exhaust ‘sd muffler replacement, and radiator sere. Many large and small dealrhip serrce departments now take their machine work to specialized astomotive ‘machinists. Such machinists refinish brake drums, roross, and engine flywheels. The machinist may also repair cracks in liner Blocks and heads, a8 well as boce and lev engine cylinders‘A flee isa group of five or more vehicles owned and maintained by «single company. Aviomotive dealers and independent service facilities maintain some fleet vehicles. However, there are more than 135,000 fleet facies inthe United States, Companies that do theis own service and repair work operate these facilites. They inclade bus and rucking com- panies at well as caxicab and delivery lets. “The technician in flet facility vsvally works for the company that owns the let. Often, he work. isdone ona preset schedule. This schedule periodic service, o preventive maintenance, helps prevent linexpected vehicle breakdown and corly repairs Te fleet driver checks some items daily before diving the vehicle. Then at scheduled intervals, the vehicle is boughe into the facility. The techn cian checks the fluid levels, changing the fide and filters if necessary. A visual inspection evaluates the 1 Fig 111 Fleet fact technicians perform pre- vertve maintenance to prevent unexpected condition ofthe bels, tires, and other parts. Meters tnd gouges show the condition ofthe batery and slectrial system. A road rest may be conducted 10 check vehicle performance. Any problems found daring these checks are corrected. See Fg. 1-11. The Automotive Work Environment Awomotve technicians enjoy varied andieesng dlyto-day encounter, Many consider diagnosing bate find problems one of their moe challenging ane satiying dates, While the ue of hand tol full an important pact of che technician” respons bikes, hey also ue elcroni analyzers and com putrized diagnestc equipment. Thistehnology helps {Echniine nel role and ake peciion ade tment: Modera automotive service andrea ais freclean and wel vented. They ae pleasant and tafe places 0 work So Fi 12. Technicians generally work a standard 40-hour ‘wes Opportunites for overtime work ae usally valable To beter satity customer needs some Gneships and independent epair cles provide evening and weekend hours = “There are carer opportunities inthe utomotie service industry other than that of echnican. The folowing are some ofthese carers, Service Consultant The service consultant greets the customer and listens carefully athe customer describes the vehicle's problem, The service consul- tan writes the repair order in enough detail o assist, the techaician in diagnosing and repairing the problem. Service Dispatcher The secvicedlspatcher schedules teach vehicle service and repair ob. He or she also assigns che technician o perform te job. The service dispatcher tracks all repair jobs. This helps ensuce thatthe jobs are completed correctly and tha bill: ings forthe technicians’ time ae recocded. Supervisor The supervisor is rexponsible for the ‘overall supervision of the service department, The “supervisor help other technicians troubleshoot prob- lems in all automotive areas, He or she provides @ cominunication link between th service floor, the service manager, andthe parts department. The per. soe is also responsible foe communicating effectively with echnicians and resolving any personnel disputes. ‘The supervisor usually has been a sucessful automo: tive eclinician before being promoce,OMIT SQN Pt sighted, contributes fo ontheobeffiaeny makes 8 good impression Service Manager The service manager coordinates the service and repair activites of the service and parts departments The service manage also responds focustomer questions and complaints and ensures svality sevice. Parts Manager The parts manager knows the com ponents and systems of an automotive vehicle. He Or she can quickly locate, price, and dispense the requested pars. See Fig. 1-13, Automotive Salesperson Tlie euromotive sales: person works inthe dealer's showroom or used-car Aepactmnent, He or she is responsible for selling ‘vehicles to interested buyers. The salesperson must hhave good sales sil, He or she must also know about each vehicle's features, options, and price. ‘Additional formal education will present other cateer options in the automotive industry. These include engineers, designers, technical writers, and automotive technician trainers and instructors.Becoming an ASE-Certified Automotive Technician ‘There are three major requirements for getting started as a technician in the automotive service industry. The fis requirement isto havea mechan- ical aptitude and an interest in astomotive vehicles and how they work Vise businesses that do atmo tive service and repair. Observe the automotive service and repair technicians’ wor environment. Discuss job requirements and cazeer opportunities with working technicians. ‘The second requieemene isto complete an auto ‘motive technician taining program in high schoo, 8 vorational or technical nation, or a two" or four yeac college. I avilable, the traning program should be certified. Such certified programs have et igi industry stndacds fr taining automorive technicians. These programs should display a [NATEFIASE logo Se Fig. 1-3, ‘To be ASE certified ina certain ares, a technician rust passa writen examin hat program area, He ot shennst also have atlas two years of relerant work experience, Completion ofan ASE-cecifed automotive technology training program may be substituted for ‘one year of work experience toward ASE technician certification. This could lead to finding employment more quickly aswell 5 higher paying jo. The third requirement isto grin work experience Jina modern automotive service and repair facility. This could be ata dealership ora independent repair facili. Lally, some ofthe work Experience should ‘occur while going to school. This experience could ‘ake place ehrough cooperative education or parttime employment. Work experience ae relevance and provides an excellent opportunity to apply your technical and academic skills. These skills ar cit cal to every automotive technician’ soccess A Well-Paid Profession ‘Today's automotive technician is a respected, wel-paid professional. Mose technicians work on what the industry refers co asa fatrate. The indus lay has predecermined the amount of time ie should take to perform a specific service or repaic jab fit ‘ales the technician an hour to complete a job listed inthe flat rate manual asa twe-hout job, he or be is paid for two hours of labor. However, if takes the technician thece hours toda thet eame job, the technician is paid only che we-bour fat rat ‘Many experienced technicians employed by auto ‘motive dealers and independent repair facilites receive a guaranteed anmalslary plus 2 commis sion. This commission is a percentage ofthe labor costs charged to customers. Under this method, weekly earnings depend on the work completed by the technician, ‘An ASEcertfed automotive tring program, Note the ASE ogo on thePreparing for an Automotive Career Fora succesful automotive technician earaing never ends. Technological improvements continue fvth each new generation of exes and trucks. Ato tnotive technology is becoming more complex with the adton of hybrid and fuel cell ecology. tate tnd federal regulations that affect the suomorive industry at also ineeasng For these reasons, you tmust continue co learn inorder to become @ 3c: cessful automotive technician, Tn addition to technical sl sutomodiveeeh- cians need key academic sls o be succes Reading, wsiting, math and science skills are very important, They support an clay the pplication of you technical knowledge. Reading Skills ‘Whether you are reading repair orders, service manuals, or company memos, You need to under stand what you read. Use these three reading com- prehension strategies: ‘Preview Before you actually read 2 document, preview the matcral by looking at che sles and headings, Doing so will give you an overall idea cof what you are about to read. + Question As you read, ask yourself questions to cheek your understanding. Finding answers 10 ‘hove questions wil help you concentrate on what you are reading. + Visualize Creating a mental picture of the material can help you understand what you are reading. Forexample, when you are reading 2 repair ordes, picture the stps inch repair process as you rea. Doing 20 will help you secall the steps. Sometimes youmay need ro reread a document to understand it. The following tips may help: * Read to the end ofa section to get a sense of the whole story. * Reread what you do not understand, * Look at thillsteations, diagrams, and chars, ‘They can help explain the words. * Usea dictionary to look up any words that you do not undersea, Writing Stilts ‘Your ability to communicate in writing may include creating work orders or writing memas to coworkers, You can improve your waiting by fol lowing these guidelines. Identify Your Purpose Determine what you want your retderso leaen, Use language that falls that ‘pacpose. Most written communication fulfils one ‘ofthe following purposes: * To inform or give instrueions. “To make a request, ask for information, seek a decision, oF call fr action. “To persuade the reader to take action Consider Your Audience Tailor your writing tothe reeds of your readers. Knowing your purpose and your audience ean help you determine what you till say and how you will say it. You can improve your writing if you follow these suggestions: Prepare a quick outline of the ties you need r0 write about. +» Ger to your main point quickly. For example, if you need to ale your customer to a potential fafety problem, make chat point in the fist + Write clears simply, and directly * Follow basi rules of grammar and punctuation. + Thoroughly proofread the document and correct any mistakes, «+ Check the dacument for content arcueary Make sure that al of the facts and figures ae corsect + Reread the document one last time, + Ask someone else to read che document and suggest ideas for improvement. Math Skits The abilcy to caleulete, or work with numbers, ian extenial sil chat every automotive echnician must have. On the job, you will add, sobtract, _mulkiplyand divide. You will also calculate perce. ages and ratios as well as measure and weigh items. ‘Throughout this textbook you will lean to apply sath skills within each automotive area, Setonce Stills It is equally important to understand how and why things work the way they do, The seience principles chat make automobiles work are fascinat ing, You will latn physics end chemistry as you read and apply the science skills caught within each ‘automotive atea of this textbook,‘SAMPLE REPAIR ORDER. ae jt cuter ane tie mat: See SO soggested eparsMaierance: 9 Fig. 1-15 corect completion of repair order | [athe ist step in solving the customers concer. Completing and Reading a Repair Order ‘A repair order isa document that organizes the information the service technician needs know albus the vehicle in order to service i propel. See Fig. 15, Repair orders ate sometimes called work orders Sat ws regulate repair orders sothey vary from set tostate Ta complsing repair oer, wet legibly. Make sure all information is acurate. Double-check ‘stomer contact information Despite thee diferences,repaic orders contin the sme basi information. Important information incdesthe vehicle dentifcaton number, the service history and the exstomer concer, The repair order should remain withthe vile asthe vile s being fepaired. Vehicle Identification Number (VIN) The vehicle ‘denfication umber (VIN) ia string of coed data thats unique tothe vehicle, The VIN indicates: * When the vice was made 5 The country in which the vehicle was made he vehicle make and type + The passenger safety sytem. * The ype of engine ‘Vehicle Repair Order # ww ae: * The line, series, and body style. + The assembly plant where the vehicle was produced. ‘The VIN iea rch source of information. leis also needed to properly usea scan tool to read diagnos- tic touble codes, Servicetlistory The service hstoryisa history ofall service operations performed ana vehicle. A derailed service history for a vehicle is cepularly serviced. Taformation on service performed onthe vehicle at other service centers isnt avalable ules the customer makes it available. For this reason itisusally 2 good idea to oak the customer about service performed ‘outside ofthe present service center ‘The service history alerts the technician to previ us problems. For recurring problems, it helps identify ineffective solutions Customer Concern ‘The customer concera is & reasonably detailed description ofthe problem that thecustomer shaving with the while The customer i familiar with his or her vehicle This often makes the customer the best source of information regard: ing the problem. This information can be used to pesform the inital diagnosis. This wil help identify both the problem and the solutionEmployability Skills Finding and keeping a good job requires more than academic and technica skills, You must also ‘work well with other people and show that you ae 2 reliable employee. The following are personal ‘haracteristics that wil help you become a success- fal automotive cechnician. Positive Attitude ‘Whether tobe positive or negative about your ob js your choice. If you havea positive attitude, people dre far more likely to respond positively £0 you Responsibility Employers want employees to do their work promptly and properly and to take responsibility For their actions. What one person fails to do affects other people fan employee does not show up for Swork o¢ leaves early without permission his or her Coworkers may not be able 10 finish theic tasks Teamwork “Throughout the automotive industry, automorive technicians work in teams. A team isa group of people working together o reach a common goal ‘The success of each tear depends on cooperation and respect for each eam member's contributions. ‘Team members who work well together can achieve mote than each ofthe members individually. Team tlforts can lead to improvements in quality safety, fad customer service. Teamwork also results in better morale, Each team member makes «unique contribution to the whole. Respecting Others Without respect for one another, there can be liule cooperation among coworkers. Respect is & two-way sree, 0 the more You give, the more you ae likely to recive Honesty [Employers expect their employees to be honest. Keepin mind that one dishonest act can destroy your teputation. Be suet return the roos and equipment you use on the job. Never “borrow” company prop~ ‘ery for your persona ure, Do not use a customer's ‘hile for personal ecrands or keep it overnight. Commitment ‘Automotive technicians who are committed co excellence strive to do their best at al times. They fare committed to quality and strive to meet the highest standards. See Fig 116. finan ‘ononitment to quay ar stung to mest he © Fig 1-16 commitment wo excalnce mears Fghest standards Willingness to Learn ery company has its own ways of ding things. You need to lean the system. Be willing to learn ‘any job, no matter how small. Take advantage of training opportunites to learn more. Initiative “Taking initiative means doing what needs to be done without being told to do it. Employers value ‘workers who look for opportunities ro do and learn tore than jst the job for which they were hired, Personal Appearance Appearance can affect your success on the job. Ieisimportant to beclean and to dress appropriately. Likewise, if you don’ feel your best, your job per formance wil suffer Take good cae of your healthy cat nutritious foods, and exercise regulatly. & Diverse Workplace Tn the automotive industry, you can expect work with people of every race, gendes, ae, and bility Teves This mix of different people is called diversity, The key challenge ina diverse workplace js learning to communicate. People with different backgrounds bring different skill and perspectives about how to solve problems and get work done. Communicating Clearly ‘Strong communication skills help you establish and maintain effective relationships with customers well as with coworkers and supervisors. Your bil to communicate will make or breake yoursuccess in the automotive workplace, Make sure that you communicate with customers cleat, acea~ rately, and promptly. You will algo need eo write clear repair orders, understand oral instructions, read to lenen about new technologies, and com ‘municate with customers ona daly basis, ‘What does it take to be 2 good communicator? ‘Here are some general guidelines: + Recogaize that communication ie an exchange between two or more peopl. See Fig. 1-17. + Be respectful, courteous, and professional at all Listen carefully o your customer’ concerns + Ask questions to understand your customer's needs, + Notify your customer ifproblems occur that will affect delivery time + Follow up with your customers to make sure that your work i satisfactory. + IFthere i problem, explain actions that willbe taken to-address it ‘The Communication Process Sana Feedback Torsion | — Recon expres © is © Fig. 117 communication oars whenamestage | ier and the meaning of that mesiage ered | Telephone Skills Speak clearly and politely onthetelephone. Your voice maybe the snes fie nd only impression ‘of you and the company. Take accurate messages. Include the dae and time ofthe eal an the calles same and phone number ‘You may need to make notes daring an incoming call, Be ure to have apen and paper nearby. Ifyou leavea voice message, keep it short and othe point. Repeat yur phone ntmber tices tht the person éan return your cll Listening Skills ‘You willbe listening constantly onthe job, soit {important to develop yous listening sil. Listen ing isnot the same as hearing. You ean hear what ‘someone says and stil nor understand the message. Listening means understanding wht you hese and responding toi. The skill of paying tention and interacting with the speaker is known as active listening. Follow these guidelines co develop active listening skills * Identify the purpose. Think abou the purpose of the message. Why are you listening? + Maintain eye comacr. Keep your eyes on the speaker. Doing so will help you focus on what the speaker is saying and concent on what you are heating, + Ask questions. If you don’t understand, ask ‘questions. + Take note. In some casts, you may need co teke notes about details such as deadlines, + Restate the message. Repeat the message in your own words to make sure cha you understand ft Speaking Skills ‘At mes you will need to explain procedures to a coworker andlor a customer. You may even be asked to make a presentation to a group. You will need to speak clearly and concisely s0 that your listeners will understand. To develop elfcive speak ing skill, follow these guidelines. + Consider your audience. Keepin mind that listen rs are aot always familia withthe terms you use onthe ob. You wil probably use more jargon when speaking ta coworker than you would with a customer + Check for understanding. Make sure shat your listeners understand yout message. Ask whether they have any questions.+ Speak with confidence. Remember that you have something important say. Maintain eye contact, by moving your eyes from person to person when peaking to 4 group. + Speak clearly. Pronounce each word clearly and correctly. Da not cover your mouth while speaking, + Speak at anormal pace Do not speak sofas hat no ane can follow you or so slowly that people lose interest + Control your volume Listeners cannot hear you if you epeak too softly. Speaking t00 loudly will annoy listeners Nonverbal Commut ‘The uze of behaviors other than speaking to convey meaning is knowa 8s nonverbal communi ‘ation Such behaviors may include gestures; facial ‘expressions and other body language; laughter and Sighing. These movements and sounds often indicate thoughts and felings that do not support what the person says. Setnding Nonverbal Signals Nonverbal signals can help or hinder communication. Be aware of your |. Lin fvetypes of businesses that employ automo- tive service technicians. . Explain the difference beeween a dealership service department and an independent service facility Describe an automotive service technician's work environment in a modern aucomotive service and repair establishment. List the three major requirements for getting started asa technician in the automotive service industry. Why isan automotive sevice technician’ learn ing never finshed? body language. Rolling your eyes or filing to Look directly atthe person with whom you are speaking, ‘an interfere with communication. Interpreting Nonverbal Signals You can study 4 person's body language for clues to what he oF she is thinking or feeling, You can then use that information o improve your communication. See Table A, Focal xpresons Your al pein can ame your ond ake note estan cn ath complet tines yourmesrge seh seve ens ey os DO fexorense gets sre poste cones coe tad rat your or oe fe lof nabs psona Pearl Space ‘era Dnt sad wo se 6. Technician A saye that che vehicle repair ‘order should stay withthe vehicle during the service procedure. Technician B says that the vehicle epair order should cemain at the service desk, Who is correct? © Technician A © Technician B. © Both Technician A and Technician B © Neiher Technician A noe Technician B. “Technician A says that when listening co a ‘customer itis important to ask questions bout things you do noe understand Techni- cian Bsays that when listing oa customer icisimportantto restate the customer’ mes- sage in your own words in order to clarify the meaning. Whois corsect? © Technician A. © Technician B © Both Technician A and Technician B. © Neither Technician A nor Technician B.Key Points ‘Addresses NATEF program guidelines and career ‘opportunities inthe autoniotive industry, © The automobile has evolved from a very simple toa very complex vehicle (Each major system has a specific purpose in the vehicle's operation, ‘© Three organizations that serve the automotive service industry are the National Institute for Automotive Service Excellence (ASE], the National Automotive Technicians Education Foundation (NATEF), and ch Service Techn cians Society (STS). © Theemployment outlook for automotive tech sicians is very positive over the next sever © Many automotive technicians receive a guar anteed annual salary plus a commission © A.conrectly completed repair order includes all of the information needed to complete the repay incloding the VIN, HATHTD einen ee Review Questions 1, How have automobiles changed over the past century? How have chey remained the same? deatity the major automotive systems and ‘explain the purpose ofeach . Distinguish between an automotive part sy tem, and tak, Identify the purposes of ASE, NATER, and SIs. What are the advantages of being an ASE- cetified master technician? - How does one get started on the pathway to a successful career as an automotive technician? In obtaining ASE certification, what can be substituted for one year of work experience? GEARED isin tow sco hein each ofthe following academic areas can help you in the automotive services fld: scence, ‘math, and communication. ES Alternative Energy Sources Imagine an automobile powered by an energy source other than gasoline, To reduce gasoline consumption, automobile manufacturers are exploring hybrid power sources and altemative fols. Hybrid power sources include the use of fue cells and high-voltage batteries with inter nal combustion engines, Alterative fuels include hydrogen, biodese, ethanol, and othe, ‘Though notin common ue, hydrogen fuel calls represent @ potential alternative power source to gasoline. Like a batery, a fuel cells used to produce electricity. A single fuel cell consists ofan elee tolyte sandwiched between two porous elec twodes. Flanking each eleetrode i a conductive plate with channels. The channels allow hydro igen and oxygen to reach the electrodes while the plate itself conducts curren away frm the lectrodes. Hydrogen gas is fed 10 one electrode where ‘catalyst impregnated inthe electrode helps to separate electrons from the hydrogen, The elec trons are conducted away from the electrode, creating current flow. The remaining hydrogen ‘rotons are transferred othe electrolyte, Oxy. kznis ed tothe electrode opposite the hydrogen electrode. Hydrogen protons pass {rom the clectrolyte tothe oxygen electrode. There, with the help of a catalyst, the hydrogen protons combine with oxygen to produce water and give off heat inthe proces. A single ful cell produces very litle elec: ity. Howeves,when many fel cells are combined ina fue cll stack enough powercan be produced Intecnal combustion engines powered by hydrogen have been produced. ine such engine is bifuel, allowing it to cun on either hydrogen ot gasoline. Such an engine produces far less pollution than gasoline engine Ina combustion ‘engine, hydrogen generates only small amounts of nitrogen oxides (NO }. The high cost of pro slucing hydrogen prevents mass production of the enginesAUTOMOTIVESS er heaton GTi yee) “Answering the following practice questions will help you prepare for the ASE certification tests, 1, Which of the following statements about today’s new automobiles is cotrect? © Tere are more computes ina car today than aboard the frst spaceship. © A nev car today may have as many a8 50 computers onboard, © Both a and bs © Neither anor b, ‘Which of the following is not considered an stutomorive system? © Power tran, © Computer © Blectricalelectronc. © Engine/power plan ‘The purpose of Auromarive Service Excellence (ASE) isto © improve the quality of vehicle secvice and repai. © est and certify automotive service and repair professionals. © Botha and © Neither a nor b ‘Tobe ASE certified in a certain atea,a techni © passa written exam. @ have at least two years relevant work experience © completean ASE cated amtomorive tein ing program, © Both sand b. 5. Which ofthe following seatements about the automotive industry outlook is true? (© Changes in economic conditions have lle cifect on the suitomorive service and repair boasines © The demand for automotive technicians has never been lower © Bota and b © Neither a nor b. 6, The National Auromotive Technicians Eda cation Foundation (NATEF) docs which of the following? © Provides forum for technical information and exchange © Tests automotive technicians on their knowledge and ski © Evaluates automotive training programs and recommends programs for ASE certification, © Recommends automotive students to prospective employers Predelivery is the preparation and service of 2 new vehicle before delivery to a exttomex This is performed in a(n) © independent service faciliy © specialty service facility. © dealership. © Fer facily 3. An automotive parts catalog comes in which ofthe following forms? © Paper: © Microfiche. © Online. © All of the above Which of che following is a “nontechnical” © Service technician. © Brake specialist. © Automotive salesperson, @ Engine machinist, “To ge started ina career as an automotive service technician, you should © havea mechanical aptitude and interest in vehicles and bow they work. © complete an automotive training program. © gain work experience in a modern auto mative service facility © Allof the above.