Connecting to connectivity critical learning for today's shops

“While the technology is tremendous, the problem John (Vallely) and I face is when it doesn’t work right and what’s going on,” adds Scot Manna, owner, MB Automotive, Inc. When a vehicle is having a problem, the technicians have to figure out if the system is supposed to do what the customers thinks it’s supposed to do.

Technical service bulletins (TSBs) add to that concern, Manna states. Behind the scenes there, Michael Blicher, business development director, Immersion Corp., notes that a challenge compounding TSBs is that technology is changing so fast, it often is launched six months after concept and replaced again six months later. Also, the technology itself is complex. Look at Bluetooth. Blicher says there are 13 levels of Bluetooth technology in the market, so a “just the Bluetooth” problem isn’t quite that simple.

And like everything else in today’s aftermarket, training is key to keeping technicians up-to-speed on changing connectivity options to keep their customers happy.

“Instructor-led training still has been met with the greatest satisfaction. But the level of classes has to be closely monitored to the level of technicians that goes to them. You have to integrate all (types of training), because there’s just so much information,” Manna says. “The difficulty of instructor-led training is when. Should it be during the day and should the shop owner absorb the burden of having the technician away? Should it be in the evening and the technician has to absorb what is being taught after working a full day?

The training extends to the supplier level, as well. Stephan Tarnutzer, COO, DGE Inc., says OEMS don’t make it easy for training and just-in-time training.

“A lot of times we have to try to keep up with the new architecture they do,” he offers. “I think the OEMs need to do a better job of allowing the repair techs, repair shops or aftermarket more of an insight.”

Getting an aftermarket version of the telematics service like GM’s OnStar is a hope of the panelists as the connectivity technology progresses. Blicher notes that there are elements of this available today, such as linking trouble codes back to repair shops.

But getting shops to adapt to this is a slow fight, Valley notes, as there is just so much else on shop owners’ plates today. “As with any emerging technology, you hear the horror stories more than you hear the successes,” he adds. “Everyone gets a little cold feet.”

Manna adds that the cost of this service also is a barrier.

However, the technology definitely will continue to come down the pike. The panelists all agree that there will be a time where cell phones will be used for diagnosing vehicle problems (which currently is an option) and a day where a technician never gets his or her hands dirty because they do nothing but vehicle system diagnosis.

It’s just a changing way of how shops need to stay connected to changing technology to keep their customers connected.