Service Station & Garage Management December 2011 by Annex Business Media

SSGM Service Station and Garage Management READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955

DECEMBER 2011

Redline Automotive 2011 Garage of the Year

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SSGM what’s inside December 2011

Vol. 41 No. 10

Service Station and Garage Management

EDITOR Tom Venetis (416) 510-6790 tom@ssgm.com TECHNICAL EDITOR Jim Anderton jim@ssgm.com CONTRIBUTING WRITER Nestor Gula PUBLISHER Marc Gadbois (416) 510-6776 marc@ssgm.com SALES MANAGER Jay Armstrong (416) 510-6745 ACCOUNT MANAGER Jim Petsis (416) 510-6842

CIRCULATION MANAGER Selina Rahaman (416) 442-5600 ext 3528 srahaman@bizinfogroup.ca SUBSCRIPTION ENQUIRIES Roshni Thava (416) 442-5600 ext 3555 ART DIRECTOR Ron Taylor

See Page 12

PRODUCTION MANAGER Steve Hofmann (416) 510-6757

See Page 18

PRINT PRODUCTION MANAGER Phyllis Wright

Garage of the Year Redline Automotive takes a passion for cars and builds a near 30-year success story. . . . 12

VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton

Fuel Systems Gas Direct Injection (GDI) will be the future of vehicle technology, service work. . . . . . . . . 18 AWARD-WINNING MAGAZINE

Ride Control Conundrum Neglecting shocks and struts affects more than ride comfort . . . . . . . . . . . . . . . . . . . . . . . . . 24

TACT Team Management Struggling to find the new generation of automotive technicians . . . . . . . . . . . . . . . . . . . . . . 30

Navigator Low Rider Identifix shows how to diagnose a troublesome suspension issue. . . . . . . . . . . . . . . . . . . . . 34

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 CARS on Demand. . . . . . . . . . . . . . . . . . . . . . . . . . 23 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 SSGM’s Reader’s Choice Winners. . . . . . . . . . . . . 27 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 38 Advertiser Index. . . . . . . . . . . . . . . . . . . . . . . . . . . 38

*For BlackBerrys: Go to your BlackBerry messenger and select Scan Barcode. *For iPhones: Use the App Store to download Beetagg Reader Pro.

4 SSGM December 2011

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“We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund (CPF) for our publishing activities.”

In association with CANADIAN

AUTOMOTIVE Member of

Technician

Inc.

HEAD OFFICE Business Information Group 80 Valleybrook Drive Toronto, ON M3B 2S9 Contact us via one of the following methods: Telephone: 416-442-5600 Facsimile: 416-510-5169 Website: www.ssgm.com Service Station and Garage Management is published by BIG Magazines LP, a div. of Glacier BIG Holdings Company Ltd., a leading Canadian information company with interests in daily and community newspapers and business-to-business information services. Subscription rates: Canada $51.95 + HST + applicable taxes per year; $82.95 + HST + applicable taxes for 2 years; single copy price $7.00 + $0.42 HST + applicable taxes. USA $91.95US per year; single copy price $10.00US. All other foreign in US $93.95 per year. All rights reserved. Printed in Canada. US office of publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304-5709. Periodicals Postage Paid at Niagara Falls, NY. USPS #009-192. US postmaster: Send address changes to Service Station and Garage Management, PO Box 1118, Niagara Falls, NY 14304. Return undeliverable Canadian addresses to: Circulation Dept., Service Station and Garage Management, 12 Concorde Place, Suite 800, Toronto, ON Canada M3C 4J2. Postmaster: please forward forms 29B and 67B to 12 Concorde Place, Suite 800, Toronto, ON Canada M3C 4J2. Printed in Canada. All rights reserved. The contents of this publication may not be reproduced either in part or in full without the consent of the copyright owner. From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us. Member of the Audit Bureau of Circulations Publications Mail Agreement #40069240 Print edition ISSN 0381-548X On-line edition ISSN 1923-3396 Member of Association of Business Publishers Inc. 205 East 42nd Street New York, NY 10017

Association of Business Publishers 205 East 42nd Street New York, NY 10017

www.ssgm.com

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|| Tom’s Editorial

The Import Parts Challenge M By Tom Venetis, Editor

Gates Corp. pointed out many foreign car makers already use their company’s products in their vehicles and works to ensure the vehicle’s owner knows (this) … that the Gates belt being used for a repair is the exact one that originally came with the vehicle.

aintenance and repair of import vehicles is now the main source of revenue and profit for most independents. At this year’s AAPEX/SEMA trade show, parts suppliers spoke at length of how the market in the last twenty years has shifted from domestic to import, with many carrying 60 per cent or more part inventory for important vehicles. The import market presents particular challenges for independents when it comes to parts loyalty and perception amongst vehicle owners. Tom Seaboldt, O’Reilly Auto Parts’ vice-president of merchandising, told attendees at one of the education forums during the AAPEX/SEMA show that owners of these vehicles exhibit a high-degree of parts loyalty. An owner of a German import vehicle will insist on using original OEM parts for all maintenance and repair work. It is the same with many owners of high-end Japanese vehicles. Ken Carter, manager of national sales with Mahle Clevite, added “the European repair specialist is more discerning in where they get their parts. What they take out is what they want to put in.” For independents, this brand loyalty is going to be crucial to staying successful; and it will also present challenges. In order to remain successful, independents will have to work closely with parts suppliers to ensure ready availability of parts and to get the needed training on new parts technologies. If an independent specializes or finds the majority of their on-going maintenance and repair work comes from foreign nameplate vehicle owner, that independent will need to invest in promoting the technical knowledge of its technicians and the use of OEM parts in all maintenance and repair work. The challenge comes in convincing many of these same owners that the growing range of aftermarket parts for the import market are the equivalent to the OEM parts. You notice I don’t use the phrasing “just as good.” There is a reason for that, one pointed out by other participants in the education forum. That phrase has the effect of making some think the aftermarket part is just not quite good enough. Oh, it’s close . . . but just not quite there. As false as this sentiment is, using such phrases produces such an effect and has to be avoided at all costs. Dave Miller, director of marketing for the automotive aftermarket division Gates Corp., pointed out that many foreign car makers already use his company’s products in their vehicles and his company is working to ensure that the company’s logos are visible on those parts. This is to ensure that the vehicle’s owner knows that when a belt is removed during a repair or maintenance work the Gates belt being used is the exact one that originally came with the vehicle. Independents will need to educate vehicle owners on this fact. Too many vehicle still think aftermarket is synonymous with lower or poor quality. This is not true and it will take lots of effort to put an end this undeserved perception.

What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM December 2011

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|| News Briefs Bosch Offers Customized Digital Menu Boards Bosch is introducing a new digital menu board program designed to entertain and educate customers of Bosch Car Service Centers (BCS) in their waiting areas. These menu boards provide a modern alternative for delivering critical information to the customer and building on the brand recognition of the Bosch Car Service network. The digital menu board program, which is one of many value-added programs that Bosch offers its network participants, was officially launched when the network members came together at their North American Annual Meeting at the AAPEX Show in Las Vegas. Bosch Service Centers that participate in the new menu board program will find that the screens fit easily into customer waiting areas, and shop owners are able to select the content they want to display. This can include anything from pricing and promotions to helpful tips on car care, as well as news and weather specific to the shop’s local area. Board software allows for several different screen layouts, and can optionally utilize touch screens and videos on-demand. Earlier this year, some BCS shops

Raybestos Brand Wins 2011 Automotive Communications Best in Show Award

Affinia Global Brake & Chassis’ Raybestos brand — a member of the Affinia family of brands — won Best in Show honors (Business to Business) for its RaybestosGarage.com during 8 SSGM December 2011

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were selected to test the menu boards as part of a pilot program. “These shops have successfully integrated their menus and increased engagement with their customers,” said Michael Lippman, concept manager for the Bosch Car Service network at Robert Bosch, LLC. According to Lippman, “These menu boards can enhance consumers’ first impressions of our service centers, and help develop lasting impressions as well. We now have a form of communication that can entertain and educate consumers about the value of regular maintenance, such as routine oil and filter changes and knowing when to change wiper blades.” “Educational content, coupled with announcements on special promotions and services can increase sales and repeat business. Ultimately, keeping customers informed builds stronger relationships between communities and their area BCS shops as an automotive repair resource,” Lippman said. Interested service centers can request more information on the www.boschservice.com Web site.

the 2011 Automotive Communications Awards. The interactive Web site offered a behind-the-scenes view of the entire Raybestos 64 GTO-R build process. Visitors got the inside scoop on everything from design inspiration, to chassis and suspension fabrication, engine

tuning, brake package engineering, custom paint and on-track testing. Visitors were also welcomed to comment on the project, ask questions and even offer advice via Twitter and Facebook. The custom road racer served as the grand prize in the Raybestos 1964 GTO-R Sweepstakes brake and chassis 2011 North American Promotion. “We design our sweepstakes and promotion programs to capture the attention of our consumers, reward our service professionals and celebrate our extensive racing heritage,” said Jeff Stauffer, senior vice-president, Global Marketing Affinia Global Brake & Chassis. “Receiving acknowledgement such as this from our peers is a huge honor. It confirms that our sales and marketing efforts … like our products … are setting the bar for excellence in the Aftermarket.”

Federal-Mogul’s Anco Wipers Brand Wins Product and Marketing Awards at Automotive Aftermarket Products Expo

Federal-Mogul’s Anco wipers product and marketing teams received the highest honors in competitions for new products and point-of-sale materials during the Automotive Aftermarket Products Expo (AAPEX) in Las Vegas. The innovative and affordable Anco Profile wiper blade was selected as the Best New Product in the “Smooth Sailing” category of the AAPEX Packaging and New Product Awards. Judging was based on the product’s overall enhancement of the driving experience through improved vehicle performance. These profile-style wipers are available as easy-to-install upgrades for vehicles currently equipped with conventional wipers as well as direct-fit replacements for vehicles originally equipped with profile wipers. In the Car Care Council Women’s Board Automotive Communication Awards competition, the Anco team was recognized for development of the Best Posters and Signage. The brand’s winning point-of-sale materials, which remind consumers to be prepared for any weather by replacing worn wipers with new Anco products, reflect Federwww.ssgm.com

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|| News Briefs al-Mogul’s aggressive ongoing support of its aftermarket trade partners.

Hercules Tire Company of Canada Acquires Wholesale Business of Montreal-Based Pneu Mondial Canada

Hercules Tire Company of Canada Inc. announced it has acquired the assets of the wholesale distribution business of Pneu Mondial Canada Inc., located just outside Montreal. The acquisition is Hercules’ first in Quebec and will allow the company to expand and better the service currently offered out of its five locations in Ontario, New Brunswick and British Columbia. Pneu Mondial operates out of Saint Laurent, Quebec. The company was started in early 2007 by Jacques Gravel and Daniel Lamoureux to serve the independent tire dealers of Quebec. “Our business was built on addressing the specific needs of the independent tire dealer, so we are thrilled to be joining Hercules Tire, one of Canada’s leading wholesalers, and getting access to the Hercules product line and the great value that it offers tire dealers,” said Gravel, Pneu Mondial Canada’s president. Rob Keller, president of Hercules Tire of Canada, added, “The addition of Pneu Mondial in Quebec gives us local presence in one of Canada’s largest markets. We are excited to work with the Pneu Mondial team to provide our product line and their excellent local knowledge and service.” Hercules Tire Company of Canada Inc. is a division of the Hercules Tire & Rubber Company. Established in 1972, the company is headquartered in Kitchener, ON, and operates facilities in London, Mississauga and Belleville, Ontario; Vancouver, British Columbia; Moncton, New Brunswick; and Saint Laurent, Quebec.

Mister Transmission Announces Another Win Your Repair Winner

On October 1st, 2011, Mister Transmission announced another happy customer had won their repair. The Win Your Repair program first began in January 2009. The contest 10 SSGM December 2011

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allows all Mister Transmission customers an opportunity to enter their name for a chance to win back the cost of their repair (up to $2,000). A winner’s name is pulled every quarter. The contest is open to all Canadians, and is a National program. This Fall’s winner is from Burlington, Ontario. Mr. James McCulloch of Hamilton, Ontario brought his vehicle into the Mister Transmission on Fairview Street for a transmission repair. Mr. McCulloch submitted his ballot online and his name was pulled for this October’s winner. He was presented a cheque this past month from the franchise owner of Burlington’s Mister Transmission, Richard Ennest. James was reimbursed up to $2,000 of his transmission repair.

Wakefield Canada Inc. Appointments Randy Klein VP Sales, Commercial Division

Wakefield Canada announced the appointment of Randy Klein to the position of VP Sales, Commercial Division. Klein brings broad management experience in related fields to his new position and will be a positive addition to Wakefield’s Senior Leadership Team. Klein will head the Wakefield Commercial Division with a strategic focus on the diesel exhaust fluid (DEF) and commercial lubricants segments, seen as areas of significant growth for the company. The commercial sector continues as an important strategic focus area for Wakefield while the recent launch of H2Blu DEF has created additional opportunities to drive substantial momentum in this channel. Prior to joining Wakefield, Klein most recently served as Vice President & General Manager of The Elexco Group (supplier of land services to the North American energy industry). Previously, Klein had held senior positions including marketing manager for Valvoline; president & managing director for Karcher Canada; Ontario general manager for Uni-Select; and vice-president and general manager of the Canadian Automotive Division for Robert Bosch.

Tenneco Continues to Expand Walker Muffler, Converter and Pipe Lines

Tenneco Inc. is continuing its investment in market leading coverage in the emissions control category to help service providers capture new repair opportunities on virtually all popular domestic and foreign nameplate models. The company plans to add approximately 400 new parts to its Walker product line in 2012, with significant emphasis on late-model foreign nameplate applications. Walker delivers original equipment-style replacement components for a growing range of European and Asian models. Among the products to be introduced through the company’s continuous launch process in 2012 are premium Walker Quiet-Flow SS stainless steel mufflers, Walker Ultra and CalCat catalytic converters, DynoMax and Thrush performance exhaust systems/mufflers, and related components. The company also has introduced the Walker Ultra EX converter featuring an extra-high-load catalyst technology for vehicles with very sensitive OBD II calibration. “Tenneco has brought much-needed energy to the emission control category over the past several years and we’re building on this momentum with the continuous launch of products for emerging service opportunities,” said Steve Myers, emission control engineering director, North American Aftermarket, Tenneco. The Walker CalCat line of catalytic converters, engineered to meet California Air Resources Board requirements, is also growing, with more new directfit and universal designs planned for 2012. Featuring nearly 40 per cent greater precious metal material than corresponding products from the next-leading competitor, CalCat converters are available for sale in all 50 states and Canada.

Add your knowledge, expertise and experience. letterstotheeditor@ssgm.com www.ssgm.com

07/12/11 12:57 PM

THE MOST IMPORTANT PART OF SERVICE? THE PARTS. Start the job right with genuine Ford Motorcraft® parts, the only parts manufactured speciﬁcally for Ford and Lincoln vehicles. Take our shocks and struts. Each kit includes all the necessary hardware to restore the ride that was designed into the vehicle, so your car performs just as it should. Plus, replacement shocks and struts are covered by the Ford Protection Plan. For the best quality and more satisﬁed customers, choose Ford Motorcraft parts from your local Ford Store.

Ford Protection Plan is only available for non-commercial cars and light trucks. If an eligible Ford, Motorcraft® or Ford-approved part fails due to a defect in material or workmanship, wear out or rust through, it will be replaced at no charge as long as the original purchaser of the part owns the vehicle on which the part was installed. Labour is covered for the ﬁrst 12 months or 20,000 km (whichever occurs ﬁrst) after the date of installation. Emergency brake pads are not eligible under this plan. See Service Advisor for complete details and limitations. Motorcraft® is a registered trademark of Ford Motor Company.

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|| Garage of the Year

Redline Automotive

SSGM’s 2011 Garage of the Year A love of cars has translated into a nearly 30-year successful independent service shop By Tom Venetis, Editor

ric Latino loves cars. He loves everything about them and all the technology surrounding cars. As with anyone who loves cars, he soon began to fix them; then he decided to open his own independent service shop in 1985. “It was a small shop in an industrial area in Scarborough,” said Sue Latino, wife of Eric Latino and now operator of the successful Redline Automotive, the 2011 SSGM Garage of the Year winner, sponsored by Valvoline Canada. “It was for the love of working on cars and his love of working on performance cars. When he opened, he specialized in Corvettes and Camaros.” By 1993, Redline Automotive grew beyond the performance market to cover general repair and maintenance, and the original, small Scarborough location could not accommodate all the work. In 1993, Redline Automotive moved to its current location and expanded to nine working bays. The shop currently has three licensed technicians and two apprentices, and also employees Eric and Sue’s son Brian and brother Charlie Latino. While Eric Latino continued to work the front desk and in the bays, he soon asked Sue to help him. At first, it was with the shop’s bookkeeping, bringing home the paperwork each evening for her to work through. By the time they married in 1989, she was managing Redline Automotive’s payables and receivables, employee payrolls and soon was handling more of the day-to-day operations, from managing staff to supervising new shop procedures and business practices to grow the customer base and improve efficiencies. 12 SSGM December 2011

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Sue Latino with husband and founder of Redline Automotive Eric Latino. From a shop that once specialized in performance autos, Redline has grown into a successful all-round maintenance and repair operation. It is also a successful tire shop, with long-standing support from Bridgestone/Firestone whose extensive line of products are shown below.

www.ssgm.com

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Garage of the Year || Four years ago, a major change happened at Redline Automotive. Eric Latino, always a car enthusiast and perennial tinker (you can even see Eric and his team on YouTube working on and then racing the Redline Automotive Team’s Pro Mod ’69 Camaro), decided to pursue a new venture, starting Global Emissions Systems Inc. (www.gesi.us). Located in Whitby, Ontario, GESi designs, develops and manufactures emissions control technology, specifically a Dry Selective

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Catalyst system. According to the company’s Web site, this technology will reduce Co, HC and NOx emissions by up to 99 per cent. With Eric’s new company rapidly growing, it meant Sue had to step-up to managing full-time the business she and Eric had grown together. Sue said everyone at the shop was encouraging and stood behind her as she took over the operations. But don’t think of calling her ‘The Boss.’ She is quick to say that Redline

Automotive is a team, built on a tradition of everyone working together and putting a premium on acquiring and building on new business and technical skills and knowledge to stay ahead of the competition. “When I stepped up to take over, I really worked hard to learn everything about the business and the operations,” Sue added. “I learned how to sell tires, to sell Redline Automotive’s services and everything I could about how to operate a business. I work very hard with them to make sure everything in the shop runs properly. When I came in, they saw right away that I really wanted to work hard in understanding the business and they industry.” Sue continued that it is important to consider Redline Automotive a business. While Eric certainly stared Redline Automotive as a hobby shop, driven by his love of performance cars, it is a business. For the person in charge of running the operations of the shop, it means having to know everything from the bookkeeping side of the business to keeping up-to-date on new legal and health and safety regulations for the staff. It also requires a strong focus on customer service. To speak about customer service and its importance seems to be a cliché. It is a theme SSGM Magazine has written about for a number of years. But it is an important point to make once more. An independent service shop is a business and one that relies on maintaining a high level of customer service, from the moment when a person walks in through the front door to even days or weeks after the vehicle is driven away by the owner. Let’s once more look at this year’s J.D Power and Associates’ 2011 Canadian Customer Commitment Index Survey which SSGM reported on in the October 2011 edition of the magazine. The study found the annual service market for four- to 12-year old vehicles contracted to $8.4 billion in 2011 form $9.0 billion in 2010. According to the study’s authors, this decline came about both from a drop in the average amount spent per service visit and the number of service visits. To quote once more from the study: December 2011 SSGM 13

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|| Garage of the Year

Sue Latino.

Steve Cooper, Service Manager.

Charlie Latino, Service Advisor/Brother of Eric Latino.

“Overall, the number of service visits has decreased by nine per cent (2.9 visits per vehicle in 2011, on average, vs. 3.2 visits per vehicle in 2010). In addition, annual spending across all vehicle ages has declined by an average of $23, with the largest changes seen among eight- to 12-year-old vehicles. Average annual expenditures among this vehicle group declines to $736 in 2011 from $8221 in 2010.”

The result is more competition for that shrinking service dollar with a greater focus by service providers, therefore, on attracting and keeping customers. The study found several key factors play into long-term retention rates amongst service providers. These include being attended to promptly by a service provider, having that same service provider put the customer at

ease during the whole of the service operation and providing helpful service advice to the vehicle owner. Customer service comes down to, “providing helpful advice, being respectful of the customer’s time, keeping in constant communication with the customer and letting them know the status of their vehicle when it is in the shop,” said Ryan Robinson, director of the Canadian automotive practice at

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www.ssgm.com

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99-5305 I Client: ACDelco I Project: SSGM Redline Automotive Ad I Date: 11-12-05 I Trim: 8 1/8 x 10 7/8” I Bleed: 1/8” I Colours:

K I Ad#: ACD-MISC-CONG-11-4CF-605-EN

CMG MARKETING • 1125 Leslie St, Toronto, Ontario M3C 2J6 • T 416.646.3050 • F 416.646.3051

I Docket#:

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|| Garage of the Year

James Van Dyk, Redline Automotive licensed mechanic.

Tom Burn, Redline Automotive licensed mechanic.

J.D. Power and Associates in Toronto. “It includes being prompt in answering questions and getting the vehicle back at the time you promised. All of those things build that feeling of trust and lead to customer retention.” “Customer service is to be acknowledged, to be treated fairly,” added Sue. “I don’t believe people are coming here because they are looking for the cheapest place to go. Customers are looking for shops that use good-quality parts and have good customer service. We know many of our customers on a first-

Congratulations, to Sue and Eric Latino and the entire staff of Redline Automotive on being awarded the 2011 SSGM Garage of the Year from your friends at Bridgestone Canada Consumer Sales.

16 SSGM December 2011

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name basis and we have had customers come to us and tell us they were someplace else and they stood in line for 20 minutes and no one acknowledged them. We try to acknowledge people when they walk in and making sure they leave happy.” A focus on customer service includes a focus on technician training and support. Redline Automotive is part of ACDelco’s TSS program, which Sue speaks highly of. It not only provides her shop with high-quality parts, but she is especially impressed with the technician training and support it provides her service technicians and apprentices, as well as the front-desk support with its business tools. As well, Redline Automotive also credits the long relationship it has with many parts suppliers, such as ACDelco, the support it receives from long-time tire supplier Bridgestone/Firestone and the hard work of Redline Automotive’s service managers who can expertly use a range of online tools review up to six parts suppliers at once to find the parts needed for a vehicle and the best price for the customer, as well as making sure those parts arrive quickly. “Our greatest challenge right now is keeping people coming into the door,” Sue said. “At one time, we never had to advertise and we were just filled to the maximum with work and we really could have put in another shift. And that is to my husband’s credit as he is an amazing mechanic and a great people-person. “Now, the challenge is making sure we get the right kind of advertising, building and maintaining our Web site and making sure we advertise in all the local papers and media. We have people coming here who have been with us when we started 26 years ago and that is because of our customer service.” SSGM www.ssgm.com

07/12/11 1:03 PM

Now, We Do It All! 2011 SSGM Garage of the Year Presented by:

Now, We Do It All! Valvoline congratulates

eric and sue latino and the entire team at redline automotive Inc. Valvoline now offers a full line of Valvoline Professional Series automotive service chemicals. With Valvoline Professional Series, you get a comprehensive line of professional-grade products, services and solutions all backed by industry leading marketing programs. Valvoline Professional Series delivers maximum value to consumers and helps grow your bottom line. ®

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07/12/11 1:04 PM

|| Fuel System Maintenance

GDI Engines Becoming Mainstream Technology High Pressures, Carbon Build-Up Pose Challenges By Tom Venetis, Editor

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Fuel System Maintenance ||

asoline Direct Injection technology is nothing new. It was first introduced by Jonas Hesselman in 1925. His engine design operated by the ultra lean burn principle and worked by injecting fuel in the end of the compression stroke which was ignited by a spark plug. The technology was later used in aircraft engines during the Second World War. Gasoline engines using the technol-

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ogy were developed by Bosch in 1952, with the Gutbrod Superior 600 and the Goliath 700 GP being the first vehicles to use the technology. It was later followed by Mercedes 300 SL in 1954. Today, the technology has been incorporated in a wide variety of engines from Ford’s EcoBoost-based family of vehicles to the new Hyundai Sonata. Gasoline Direct Injection technology offers several advantages over tra-

ditional fuel injection systems. With more precise physical designs and the use of computer management, Gasoline Direct Injection engines give much more control over fuel metering and injection timing. Because of the location of the injector, there is a more precise and optimal spray pattern, one that breaks up the gasoline into smaller droplets. This results in an engine that operates more efficiently and produces less harmful emissions. “Gas Direct Injection (GDI) is becoming more popular due to increasing demands for lower emissions and higher fuel economy,” said Dave Hobbs, DPSS Service Trainer with Delphi Automotive. “Many passenger cars and light-duty trucks with gasoline engines have been migrating towards this advanced fuel injection technology over the past several model years. The largest driving factor is the increased CAFE (Corporate Average Fuel Economy) slated for the 2016 model year where the federal government has proposed to increase it from 27.5 MPG to 35.5 MPG.” But the new technology poses several challenges which independents should be aware of. Marcus Lyons, ACDelco TSS Manager said the first thing to be aware of is these new engines “use (a) much higher fuel deliver pressure and there are inherent concerns that this should be observed when dealing with any media under high pressure.” “GDI equipped vehicles have their fuel injectors mounted directly inside the cylinder and the injection spray occurs during the piston’s compression stroke,” added Hobbs. “This arrangement is much like those used on modern diesel engines. GDI requires a much higher spray within the injector to overcome the amount of pressure created in the cylinder by the upward moving piston.” Many GDI systems also use a lower pressure pump to move the fuel from the tank to the engine, along with an additional mechanical pump to boost the pressure into the direct injection fuel rail. Pressures can reach up to 200 atmospheres or 3,000 PSI, according to Hobbs. If one has worked on modern diesel December 2011 SSGM 19

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|| Fuel System Maintenance technologies, then this is not something new. And one is certainly familiar with the safety precautions needed when working with those kinds of engines and pressures. “When the pressure goes into the levels of GDI and diesel injection, the pressure can be great enough for a leak to cause a fine stream of fuel with enough power to break the skin of even the toughest hand,” added Hobbs. “Any liquid with enough pressure behind it can literally cut like a surgeon’s scalpel. The actual breaking of skin isn’t much of a concern, as blood poisoning that could potentially occur after such an accident.” Another issue that has often come up with GDI system is efficiency loss due to deposits on the piston surfaces and intake ports and valves. This is the result of the constant challenge of balancing economy and environmental concerns when it comes to fuel formulations. Prior to detergents, some gasoline blenders made changes to fuels that caused some engines to develop carbon

deposits on the back of intake valves which reduced air flow into the cylinder and absorbed some of the fuel spray on cold starts. To the driver, this appeared as cold start hesitation and stalling. When detergents were added to the fuel, carbon deposits became less of an issue. “Moving forward to today’s GDI engines, we see a similar problem coming back in a few vehicles,” Hobbs said. “With GDI’s move of the injector directly into the cylinder, no matter how good the fuel detergents are, there is no fuel being sprayed at the backs of the intake valves. Plus, oil fumes (blow-by gasses) from the crankcase/ PCV system are still, as they have been for years, creating some of their own deposits in intake manifolds on the back of intake valves. “In response, Volkswagen has begun using the old walnut shell blaster procedure to clean up their GDI equipped vehicles. Other OEMs are joining in with the old cure for this carbon problem that keeps reinventing itself.” ACDelco’s Lyons added with any Fuel Pressure Sensor

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|| Fuel System Maintenance

Bosch is equipping the new Mercedes-Benz CLS 350 CGI with its gasoline direct injection for what is known as the jet-directed combustion process, using fast-switching piezo injectors that help reduce fuel consumption by as much as 15 per cent.

new technology, these issues are being addressed by the OEMs. However, he strongly recommended technicians begin to get training on GDI engine technologies as they will require some new skills and knowledge to successfully service. As an example, GDI engines have unique mechanical and electrical differences. Removing the injectors, for example, will require special pullers and the inspection and replacement of the injector O-rings. Some of the low-pressure fuel pumps used in some vehicle models are made to run CARS AD SERIES 2010 at different speeds due to a variable voltage control module HORIZONTAL FORMAT which is controlled by a CAN bus message by the ECM. Denso’s high-pressure fuel injectors allow for more precise controlling of combusThe ECM, in turn, monitors the fuel rail pressure with a 1/3 PAGE tion and emissions. A solenoid-controlled injector with a multi-hole nozzle creates new sensor “which means the service technician now has a finely atomized fuel for better mixing and combustion performance, which yields more new scan tool PID to watch and understand,” added Hobbs. power and lower emissions. The configuration – the number of holes and the spray “Like anything else new, make sure you are educated on the pattern – are developed uniquely for each application depending on the customers’ engine performance targets. latest systems before they come into your shop.” SSGM

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07/12/11 1:07 PM

Vehicle Vibration Diagnosis By Tom Hamilton, Curriculum Developer CARS

iagnosing a vibration concern on a vehicle can be frustrating, time consuming and often very difficult to isolate. Understanding the relationship between when the vibration occurs and which component of a vehicle may be rotating or moving in relation to the vibration can be a great asset in pinpointing the cause of the problem. The first step is to determine when and under which conditions the vibration occurs. By separating vibrations into categories, we can narrow down the possible causes of the concern. The conditions under which the vibration occurs can be divided into four different categories: engine speed related, vehicle speed related, engine load related or random vibrations. An engine speed related vibration can occur in any gear, including park or neutral, at a set engine RPM. This type of vibration can be associated with either the engine itself, any component that is driven by the crankshaft pulley or components that are rotating at the same speed as the engine including the harmonic balancer, flex plate and torque converter or flywheel and pressure plate assembly. To determine if a vehicle has an engine speed related vibration, try to maintain vehicle speed at the point of which the vibration occurs then shift into neutral and allow engine RPM to drop. If the vibration changes or is not present in relation to the engine RPM changes, this is indicative of an engine speed related vibration. To help confirm that the vehicle has an engine speed related vibration, with the vehicle stopped, put it into park or neutral and raise the engine speed to the RPM at which the vibration occurred to see if the vibration can be reproduced. If reproduced, diagnosis should begin with engine speed related components. A vehicle speed related vibration will usually occur at certain vehicle speeds and will change or disappear in relation to vehicle speed. Changes in engine RPM will not affect a vehicle speed related vibration. To determine if a vehicle has a vehicle

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speed related vibration, perform the same test as discussed above. If the vibration is still present when shifting into neutral and coasting through the speed at which the vibration occurred, any component from the transmission output shaft to the tires can be suspect and diagnosis should begin there. Keep in mind that these components are still turning at the maintained speed regardless which gear is selected. An engine load related vibration will usually occur during acceleration or deceleration and may not be noticeable at a cruising speed. This type of vibration is generally associated with worn or damaged driveline components and may increase in severity as the load is increased. When under load, stress on the driveline is dramatically increased allowing the driveline components to shift within their mounts. If engine or transmission mounts are worn or damaged, axle shaft and/or driveshaft angles may be altered beyond specifications creating a vibration. Worn or damaged mounts can also allow the engine, transmission, or exhaust components to come in contact with the frame or body of the vehicle causing a vibration and noise. Random vibrations are typically vibrations caused by the vehicle driving over bumps, pot holes or rough road surfaces. These driving conditions can cause loose or improperly mounted components to momentarily vibrate or rattle. This type of vibration can usually be located by raising the vehicle on a lift and thoroughly inspecting for loose or worn steering, suspension and exhaust system components.

Another location, often overlooked, that should be inspected for random vibrations is in storage areas of the vehicle. Unsecured items moving around in the storage areas or even a loose spare tire may cause this issue. Be aware that intermittent vibration concerns may be caused by system components being cycled ON and OFF at certain intervals such as electric cooling fans, air conditioning compressors and electric air pumps. If an intermittent vibration concern is the issue, operate the vehicle within the conditions that will allow for the cycling of the components or command them ON and OFF with a compatible scan tool to isolate the concern. These are some basic tips that can be utilized when diagnosing vibration concerns. Isolating a vibration to a specific area or the operation of a particular system on the vehicle will assist in narrowing down the possible causes. For more information on automotive technology visit CARS OnDemand training at: www.carsondemand.com If you have completed any of the Advanced Technology CARS OnDemand courses, CARS would appreciate you taking the time to complete a short 3 minute survey. To access the survey please go to the CARS website, log-in and under “Account Details” choose “Participants Surveys” — “Advanced Technologies Student Survey”. Your feedback is important to us.

December 2011 SSGM 23

07/12/11 1:09 PM

|| Ride Control

Ride control conundrum Neglecting shocks and struts affect more than ride comfort By Nestor Gula

he truth is that most drivers don’t notice any ride control issues until something catastrophic happens. “Often people come in and complain that the brakes aren’t working properly,” said Mark Sach-Anderson, shop foreman at Doctor H Honda in Etobicoke, Ontario. “It turns out that the brakes are fine — it is the bad transfer of weight by the shock absorbers that is causing braking problems.” He said that drivers ignore their ride control systems for various reasons. One part is price but “the big reason is that they do not know what a shock can do for them. Unless it’s making noise and banging around, or bouncing around, nothing is done.” Convincing a client is not easy but must be done he said. “When you sit down and explain to them that a shock is not just there

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for comfort. It makes a difference on braking and handling and over all stability.” “Shocks and struts play an integral role in your vehicle’s suspension system,” said Thomas Wittman, the Answerman technician, with Gabriel. “They are designed primarily to give you a much smoother ride by absorbing and damping feedback from the road. One of their most important functions is to influence the control and handling characteristics of your vehicle. They work to keep your tires on the road and to keep you safe and comfortable. “Without them, a vehicle would continually bounce up and down, making handling and steering of the vehicle extremely difficult, as well as dangerous. Vehicle ride control, safety, and a driver’s ability to steer and brake

depend on having firm contact between the vehicle’s tires and the road. Shocks and struts aid in ensuring this contact remains secure under any driving condition.” By keeping four tires squarely on the road the car will always be able to be controlled by the driver especially when emergency manoeuvres are required. “Shocks and struts also help control vehicle weight transfer in many situations, such as sudden stops, when taking evasive action at high speed and completing tight turns,” said Bill Dennie, director, ride control channel management, North American Aftermarket, Tenneco. “Without properly functioning ride control units, the weight of the vehicle will almost instantly shift from back to front or side to side, which can affect stopping performance,

www.ssgm.com

09/12/11 10:39 AM

Ride Control || Client education

Pre-assembled Gabriel ReadyMount struts include the upper strut mount, strut bumper, strut boot, coil spring, spring seat and an Ultra strut, providing improved safety and performance. Installation of the fully-assembled ReadyMount is quicker and safer than a traditional strut installation and does not require special tools or equipment.

steering precision and overall stability. Finally, shocks and struts can affect tire wear and the longevity of other chassis components. Signs of abnormal tread wear patterns or accelerated tire wear can often be directly related to worn ride control units.” Brake performance and stopping distances are degraded when a vehicle’s shocks are worn or have failed.

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“The presence of one 50 per cent degraded shock or strut on a vehicle can increase braking distances by more than three meters in some situations,” said Dennie. “Worn shocks and struts can be dangerous and can significantly increase stopping distance by 12.3 feet or 11.7 per cent when stopping from 50 mph, and by 22.6 feet or 11.2 per continued on page 28

Educating the client is never easy when a prime concern is the pocketbook. “Tenneco’s Monroe brand has really solved this issue through its “Safety Triangle” message and related communication tools,” declared Tenneco’s Bill Dennie. “The Safety Triangle reminds consumers that shocks and struts directly affect steering, stopping and stability. This means they’re safety components above all else. This message really resonates with many vehicle owners.” Tenneco just introduced a new waiting-room shock display that allows the consumer to feel the difference between new units and ones that are worn out. This display and several other items are included in Tenneco’s 2012 Expert Plus loyalty program membership kit. Service writers can also direct customer with more questions to the Gabriel Web site (www.Gabriel. com), which goes into detail about routine inspections, and replacement intervals, as well as videos. The Gabriel Answerman phone line is also available to answer specific customer needs. That phone number is (800) 999-3903.

December 2011 SSGM 25

09/12/11 10:40 AM

|| Jim’s Rant

Why Occupy Matters U

By Jim Anderton, Technical Editor

We’re already in an environment where formerly common repairs like transmissions or repower jobs don’t happen because there’s simply no point when you can lease a very good Hyundai or Kia for $290 a month.

nless you’ve been under a rock the last few months, you’ve heard of the “Occupy” movement. Like all good protest movements, this one is rooted in youthful outrage over injustice; but this time, it’s not about U.S. foreign policy or harp seals … it’s about our future in business. Business? While the sign-wavers on Bay Street talk about the “99 Per Cent” in reference to the skewed distribution of wealth in the market economies, what they’re really saying, or should be anyway, is “Save the middle class.” Although most of us don’t feel it, I think we’re in a rarely experienced period of real deflation, with many prices falling in lock-step with falling middle class incomes. In my morning paper I see excellent Korean mid-sized sedans selling for lower prices than five years ago … with low interest rates and long warranties. Can you stay in business with perpetually dropping door rates? We’re already in an environment where formerly common repairs like transmissions or repower jobs don’t happen because there’s simply no point when you can lease a very good Hyundai or Kia for $290 a month. I’ve commented on this phenomenon before, but this time it’s not driven by the cost/value ratio of repair vs. buy/lease … it’s about real incomes and standards of living of ordinary Canadians sliding slowly downhill. Productivity in this country has been improving steadily for decades, yet middle class standards of living are dropping. Why? Improving productivity by definition should be creating surplus wealth in any economic system … so where’s the money? Certainly not in the hands of average Canadians, who are driving cars with deferred repairs and maintenance, or trading down to ever cheaper new and used cars to try to salvage their lifestyles of living. The question no one seems to ask is, “Where is the money?” The stats suggest that it’s gone to the top couple of per cent of income earners in the Western world, which suggests a bigger question: Do we want an economic system that delivers poorer lives for the majority of Canadians? Obviously the answer is no, but the noise from extreme factions on both the Left and the Right here and in Europe and the U.S., are papering over the real fact: growth and prosperity are only possible and sustainable with a growing middle class, and if the wealth is there (and it is) then someone is taking too much for themselves. U.S. Federal Reserve Chairman Alan Greenspan advocated banking deregulation in the U.S. because he figured that bankers wouldn’t do irrational things … who would take stupid risks with the company that employs them? We all know what happened. Yet regulation is only a short-term solution. My fear is that if we don’t re-jig capitalism to first and foremost grow the middle class, we‘re going to end up with a command economy or something close to it, where big companies do amazing things courtesy of government handouts and protectionism, and who you know becomes more important than what you can achieve or how hard you work. Scary? You bet. And what’s worse is that it’s all because a handful of people see their responsibility to the economy is to grab as much as they can for themselves and screw the rest of the world. The “Occupy” kids know something’s wrong and we’d better figure it out too, if we want a healthy, growing Canada with two cars in every driveway.

What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 26 SSGM December 2011

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07/12/11 1:13 PM

|| Ride Control continued from page 25 cent when stopping from 70 mph,” echoed Gabriel’s Wittman. Like Sach-Anderson said, most drivers and service stations don’t service the ride control system until something breaks and there is noise coming from under the car. Shocks and struts are moving parts and moving parts deteriorate with use. “Shocks and struts will rarely fail completely but they do wear out,” said Wittman. “That wear and tear is a gradual process that happens over time. A shock can be composed of up to 40 precision engineered parts, which include valves, valve seats and springs, pistons, a piston rod and a number of high precision parts and seals. All of these components are susceptible to wear and tear over time. That’s why Gabriel recommends that you have your shocks checked by a qualified service technician every 12 months or 12,000 miles.”

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shocks and struts “stroke” an average of 2,815 cycles per kilometre — that’s nearly 34 million cycles for every 12,000 kilometres, so they see a lot of use and abuse. They are susceptible to additional wear cause by heavier usage patterns and severe road and environmental conditions; so each vehicle and driver might see a different rate of wear. What’s important to remember, though, is that it is virtually impossible for the vehicle owner to “detect” most signs of shock and strut wear — it happens so gradually that it probably won’t be obvious until new units are installed and the consumer can feel the dramatic difference in overall ride quality and control. The failure of one shock or strut should always trigger a careful inspection and test drive to check the condition of the other three units. If the vehicle has more than 80,000 kilometres on the existing units, the service writer would be smart to mention this to the vehicle owner. “In virtually all cases when one shock or strut fails, we recommend replacing the corresponding unit on the opposite corner of the vehicle (front to front, back to back),” added Tenneco’s Bill Dennie. “Having one new and one www.ssgm.com

09/12/11 10:40 AM

Ride Control || worn unit at the front or rear corners could lead to control issues and might affect vehicle alignment, which can cause accelerated tire wear. So the best approach is usually to replace shocks and struts in pairs. One exception to this rule would be a mechanical failure of a shock or strut — perhaps the mount has broken or the unit is leaking — fairly early in its service life. If the unit on the opposite corner passes your inspection and driving test and has fairly low miles on it, most customers will opt to replace only the unit that experienced a mechanical failure.” There is lots of ride control work out there. A technician and service writer needs to be aware of the vehicle age and kilometres driven. “Ride control work requires that time be spent talking to the customer, vehicle maintenance history be gathered, and that the importance of ride control to the control, handling, stopping distance and comfort of the vehicle be communicated,” said Gabriel’s Wittman. “Ride control work may be being missed because of limited dialog with the customer, and because there may not be proper training in vehicle inspection and diagnosis of ride control issues. “Shops can work to establish dialog with customers and conduct vehicle inspections as a routine step as this helps to produce additional sales beyond the repairs the customer requests. The best solution is a shop that has a customer friendly vehicle inspection area where it is quiet enough to have a conversation with the customer. Doing this helps to build the long-term relationship and customer trust that every shop owner desires, to establish repeat business.” Dennie said at Tenneco, “We’ve seen studies indicating that a huge percentage of vehicles go to the junkyard with their original shocks and struts. We certainly know that there are millions of vehicles on Canadian roads that need new ride control units.” Capturing this service opportunity — and helping these customers — requires a formal inspection process in each shop. Ride control inspections and test drives should be part of every www.ssgm.com

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brake, tire, chassis and alignment job. And any time you have a vehicle on the lift, you should be looking at all

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|| TACT Team Management

The Next Generation By Murray Voth, TACT (Total Automotive Consulting and Training)

verywhere I travel in Canada to put on management training I find shops talking about the shortage of qualified automotive technicians. Like any challenge in life or business there are usually several ways to look at something. I hear of technicians leaving our industry for other trades because of better pay and less stress; but I have met shop owners that say they have no problem finding qualified technicians and paying top wages to attract the best in their marketplace.

I resonate with those shops; they are well managed, productive, and profitable. For them, it is a matter of finding the right specialty or skill set and the right fit for their team. Many of these shops have lists of technicians waiting to sign up and work for them. Another question to ask that leads to another point of view is, “What is your definition of a qualified technician?” Many years ago, I hired a technician based on the references he had from a previous shop he had worked

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at. He had moved to my area and was looking for a job. He was a hard worker, like his former employer had stated, but he was also what I call the king of silicon, muffler tape, bailing wire and bungee cords. As you can tell from my description he was a “patcher” not a “fixer.” He did not last long at my shop. I am convinced that what we need to do is improve our interviewing and hiring processes to attract better and more qualified people. On the other hand, I think many shop owners are looking for the perfect technician, someone who can do it all, or someone who is as good as they are, (or think they are). It is my belief that the perfect technician is a figment of our collective imaginations and we spend a lot of wasted time, effort and money trying to find them. What is truly possible is a great team. Just like a successful sporting franchise, we need the right mix of skills, personality and the ability to act both as a team player, and to be able to make independent decisions when required. I find that few shops plan for their employment requirements, leaving it ‘till someone quits, is fired or the shop gets really busy to hire another technician. Many times these decisions made in haste, are regretted for a long time. What about the “Prima Donas” as we call them? We have all experienced one of them in our shop, or currently have one “running” our shop from the bays. I believe that for the most part this industry has created the “Prima Dona” syndrome. With a few exceptions made for personality disorders, this is a symptom caused by our industry. I think it takes form in two ways. The first reason some technicians act www.ssgm.com

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|| TACT Team Management like they know it all and are the best comes from a sense of insecurity. They are expected to be able to fix everything, to be able to diagnose anything and to know everything, but they know they can’t. However, to admit that is hard for anyone, not matter what career they have. On the one hand, consumers and management expects technicians to know it all, yet several things happen that handicap that technician. The consumer unwittingly withholds information regarding how their vehicle is operating, thus making technicians guess. In addition, there is pressure from the consumer to have good, cheap and fast all in the same sentence, if you get my drift. Owners, managers and service advisors will also withhold information and do not ask the customer enough questions. Management expects high levels of performance without offering training and up to date equipment. With these kinds of pressures, I am surprised we don’t have more “Prima Donas” than we do. What

It is my belief that the perfect technician is a figment of our collective imaginations, and we spend a lot of wasted time, effort and money trying to find them. Murray Voth, TACT

are we doing to keep the best in our industry? More to the point, as an industry we are not attracting as many new people to our industry as we need. Part of that is our responsibility and part of it is the responsibility of society expressed through the school system and parental expectations. The days of hazing apprentices and giving them all the crappy jobs year after year needs to end. I agree that apprentices need to learn how to keep a shop clean, how to do all the equipment maintenance and how to do lots of the menial low paying jobs. But they also need to be challenged. They need to be given jobs that stretch their knowledge and skill level and their progress as technicians needs

to be monitored and documented. We need to grow our future experienced and skilled technicians ourselves. In the 1990s, the buzz was all about computers and the Internet. The dotcom bubble caused parents and high school counselors to guide young people into computer training. In the early 2000s, it was all about business and young people were all counseled to get business schooling. The trades were seen by many parents as “dirty jobs” not worthy of their children. Of the five high schools in my area, only one has an automotive shop program left. Many school counselors still see the trades as an avenue for a student who is not doing well in school. In my day those of us taking shop classes were

Get back to enjoying your business! Learn how to improve your repair facility’s profitability, productivity and reduce your stress. Dave Meunier’s Automotive Management Training and Consulting group is one of the most sought after providers of business solutions for shop owners in Canada.

Flexible training courses are offered across Canada and include:

The explanation, for the success of TACT students comes from a well tested common sense approach to managing every aspect of day to day operations, starting in the bays and working its way to the income statement.

Advance PROShop Manager Modules – Full day topic specific sessions designed to allow you to get answers to your own shop challenges. Topics include: � SHOP SYSTEMS & PROCEDURES � ADVANCED SERVICE ADVISOR SKILLS � PROFIT IMPROVEMENT STRATEGIES

Enrolling in one of Dave Meunier’s shop improvement courses will provide you with the confidence to analyze your business monthly to look for ways to improve profits and lower your stress.

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PROSHOP Performance Groups – This is a once a month program, where automotive repair facilities come together to receive training, solve concerns affecting their business, implement solutions and take better care of their customers.

Just contact Lee Meunier, Toll Free at 1-866-489-8228 (TACT) or by email Lee@proshopmanager.ca

Brought to you by TACT Total Automotive Consulting & Training Group 32 SSGM December 2011

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www.ssgm.com

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TACT Team Management || called “occs” short for occupational and it was not a compliment. The people needed today must be highly intelligent and skilled to work on the technology that is evolving. Having said that, I still think the automotive trade is a great place for kinetic learners. Kinetic learners are those who learn by doing and touching, they need to experience the learning process physically. They may not always fit into a traditional academic model, but that is no reflection on their great intelligence. Rather than see shop class as a place to put those that don’t fit into our dated educational model, we need to see it as a place for those with natural mechanical abilities and interests to be trained and encouraged to pursue a trade. Lastly, our apprenticeship programs and post secondary trade schools are in the midst of a crisis of politics, power struggles and upheaval. Dated curriculum, poor apprenticeship completion rates and a shortage of qualified instructors are only part of the challenge. In many parts of Canada, I find shop owners cannot get their apprentices into the appropriate level of classes in a timely fashion for them to complete their apprenticeships on time. Colleges claim that low enrollment in the 3rd and 4th year levels causes them to cancel classes for economic reasons. In some colleges the vehicle manufactures fund exclusive classes for their apprentices only, excluding apprentices from the independent sector from attending. In some cases, this creates a shortage of instructors and classroom space. Adding insult to injury, many provincial automotive apprenticeship programs are being restructured so that the four levels of experience are being segregated into four separate licenses. In British Columbia, it is called a progressive credentialing model. It is presented as a method to credential apprentices for each of their levels and assure employers of the consistency in the knowledge and achievement of each apprentice. Apprentices can exit the program with whatever level they have achieved and be employed at that level but www.ssgm.com

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must stay in the program through all levels to achieve their full license. It can be argued that one of the benefits of this methodology is that someone who might not make it all the way to their full Red Seal Certificate can still be gainfully employed at the level they have achieved. My concern is that this process will be abused and many potentially good technicians will be relegated to lower paying positions based on their lower level certifications. There are already reports of large chain store shops and new car dealerships having only one or two fully certified technicians and more than a dozen shop employees with only their level one or two certifications. It is not wonder that the colleges report low enrollment in the 3rd and 4th year levels. In conclusion, I would like to challenge all of you to take matters into your own hands. This industry has allowed the shortage of qualified automotive technicians to occur; we are the ones that have to solve the problem. 10SSGM_11Induction.33_Layout 1 10/11/11

Firstly, if you do not have an apprentice working for you at this time, consider reevaluating your business model to include one, start by opening the door. Secondly, spend some time informing and educating the school counselor in your local high school of the benefits of recommending bright students into our great trade. Help sponsor the shop class in some way. They may need some equipment or tools, or may be building a racing car as part of the program. Thirdly, get involved in the provincial apprenticeship program in your area. Get involved on any planning committees or college advisory boards that have openings for industry representatives. Find out if industry representatives are even invited; don’t leave it up to the bureaucrats and administrators to run the programs without your input. Fourthly, investigate government grants, subsidies, and tax credits both for the shop and the employee to help pay for training and apprentice development. SSGM 8:38 AM Page 1

Contact your Local Tool Supplier

877-688-9633 theInductor.com December 2011 SSGM 33

07/12/11 1:14 PM

|| Identifix

Navigator Low Rider? By Paul Mensink, Identifix Master Technician Certified: Ford EEC, ASE Master + L1

uspension system issues can be difficult to diagnose when the scan tool doesn’t want to interact with the air suspension module (ASM), but a bit of knowledge and understanding of system function can go a long way in identifying the cause of a system problem. The 1997-2002 Ford Expedition and Lincoln Navigator vehicles use a three-wire potentiometer style height sensor. The sensor is supplied a five-volt reference signal and a ground circuit from the module. The third wire (tan at the front sensor or orange/black at the rear sensor) is the sensor’s signal circuit which feeds back to the ASM. The module will attempt to maintain a target voltage of 2.3 to 2.7 volts from the sensor. When the vehicle’s ride height is low, sensor voltage will be higher than normal. The module will react by activating the compressor to raise the vehicle, activate the air spring solenoids and activate the fill and/or gate solenoids to bring the sensor voltage back to within the normal range. If the vehicle ride height is high, the sensor voltage will drop to a range lower than normal. The module should then react by activating the vent solenoid at the compressor, activating the air spring solenoids, and activating the fill and/or gate solenoids to release air from the struts and raise the voltage to within the normal range so the vehicle ‘trim’ height is achieved. The 2003-2006 Expedition/Navigator models also use three-wire sensors, but the main difference is that this system uses dual front height sensors, does not use the rear air-fill solenoid, and some of the base suspension components are designed differently. The 2007 to 2008 models use only rear air struts with a height sensor on both sides but there is no front pneumatic function. On the 1997 to 2002 system, the most common symptom reported is that the rear suspension is sitting low and the compressor does not activate 34 SSGM December 2011

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when the ignition switch is turned to the ‘Run’ position to raise the rear of the vehicle. To check the compressor and compressor relay function, access the compressor relay near the passenger side headlight. Backprobe and ground the dark blue/yellow wire with a jumper. This should activate the compressor relay and send power to the compressor on a grey/red wire. If the compressor does not run, verify power and ground to the relay before condemning it. Compressor relay failure is usually the result of a compressor that intermittently draws too much amperage and damages the relay. The most common cause of premature compressor failure is a leaking air strut(s) that causes the compressor to run too often, attempting to maintain normal vehicle height. Other problems on the system may include intermittent dropping of the rear suspension when the vehicle is driven. Generally this will include illumination of the ‘Check Suspension’ message or light. Diagnosis of this symptom should again start by verifying that the compressor will run in an attempt to raise the rear suspension. If the compressor will run when the ignition is turned on, it suggests that the input of the height sensor is OK; otherwise the ASM would not know that it needs to engage the compressor to raise the suspension. If the compressor runs, either the suspension compressor is weak or there is leakage of the air struts. Again, over time, leakage of the air struts will cause the compressor to weaken from excessive usage. To test for a weak compressor, use a rubber-tipped pressure gauge to check the output air pressure of the compressor with the air line removed at the assembly. The compressor should be capable of producing at least 120 psi. Sometimes the compressor can supply sufficient output pressure when it’s initially activated, but if it is activated repeatedly from strut leakage, its per-

formance can drop off as it gets warm. This can result in a symptom where the suspension height is fine initially, but then after X-miles of driving, the suspension drops when the compressor is activated to maintain vehicle height. The air pressure of the strut overcomes the weak output of the compressor, and the vehicle slowly drops to the ground. If the main problem of this system is intermittent leak-down after sitting overnight, a leak test is in order. To perform the leak-test of the struts, place the vehicle on a level surface after the suspension is at normal height and turn the suspension switch (located behind the passenger side kick panel) to the ‘Off ’ position. Measure the ride height from the corners of the bumpers front and rear. Road test the vehicle, leaving the suspension switch in the ‘Off ’ position, and make some ‘evasive cornering maneuvers’ such as turning in a cloverleaf style turn to roll the body on the suspension from one side to the other. Recheck the suspension height measurements, if necessary, to determine if the suspension lost height. The vehicle can also be allowed to sit overnight or over a weekend. Since the suspension switch is off, the module will not have the capacity to affect system function. When rechecking the height, if the suspension is down, the air strut(s) is leaking. To exercise the system for general functionality, verify that the suspension switch is ‘On’ and turn the ignition switch to the ‘Run’ position. While monitoring the input of the height sensor(s), have an assistant who weighs 200 pounds or more stand on the rear bumper. This should result in the height sensor providing a low input to the ASM. The ASM should respond by activating the system components to raise the rear of the vehicle back to trim height and then deactivate the system components. At this point, have the assistant step down from the rear bumper. This should cause the ASM to detect a high input from the sensor. The ASM should then respond by activating the compressor vent solenoid, rear strut solenoids and rear air fill solenoid to vent off the rear to again obtain trim height. SSGM www.ssgm.com

07/12/11 1:15 PM

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SSGM BAYWATCH New Products

DEI Thermal Tuning Introduces High-Performance Grade Quick Fix Tape Design Engineering Inc. (DEI), a manufacturer of thermal tuning products, is introducing a high-performance grade, self-curing waterproof tape. Quick Fix tape provides an immediate waterproof seal on contact. Made to be resistant to moisture, harsh chemical solvents, oil or fuel, it is the ideal tape for emergency hose repair or to seal temporary leaks for all automotive uses. Extruded from a special high performance grade silicone that withstands extreme heat or cold (-60째F to 500째F) while providing insulation up to 8,000 volts and 700 psi tensile strength, Quick Fix Tape is the ultimate multi-use tape. It is pliable yet strong, stretching up to three times its length making it easy to manipulate for many different repair situations. Uniquely, Quick Fix is made with a triangular profile that makes the tape thicker in the center than the edges to provide a smooth overlapping edge for a

secure bond, yet can be removed when needed without leaving a sticky residue. Quick Fix Tape has an outer non-slip grip surface and is made from a moisture and corrosion resistant material that is ideal to cover tools, seal hose ends, bundle or wrap wires, or any use that requires protection or insulation. As an insulator, it can be used to secure electrical splices and connections. DEI www.designengineering.com

VDO Instrument Kits Continental Commercial Vehicles & Aftermarket, manufacturer and supplier of VDO OE-engineered instrumentation and replacement parts for the custom vehicle market, now offers their instrument kits with 160mph or 220mph speedometers. The Viewline, Series 1 and Cockpit kits feature a 160mph speedometer, while the Vision line comes with a 220mph speedo. The VDO kits are offered in complete 5- and 6-gauge configurations and include all that is needed for a successful and reliable installation. In addition, the kits come with all required mounting accessories, matched senders (including the speedometer sender in kits with electronic programmable speedometers),

36 SSGM December 2011

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threaded adapters, electrical connectors, and easy-to-follow instructions. All of the VDO gauges and accessories are now featured in the new VDO Auto Enthusiast Gauge and Accessories Online Catalog, www.vdo-gauges.com. This interactive catalog contains the most comprehensive database of product information, specifications and details ever assembled for the legendary VDO instrument line. It also features an exceptional search capability that covers the breadth of the line, which includes the latest and most up-to-date offering of over 800 VDO gauges and accessories. Continental Commercial Vehicles & Aftermarket www.vdo.com/usa

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ÂŠ 2009, Ashland Canada Corp. *Source: Thomas Penway Research Poll of ASE Mechanics in the United States

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Automotive Internet Directory

Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.autoserviceworld.com. To find out how your organization can be included in this directory and on the web, contact aross@jobbernews.com

AUTOMOTIVE PARTS & ACCESSORIES Goodyear Engineered Products www.goodyearep.com/aftermarket www.goodyearbeltsandhose.com The officially licensed belt of NASCAR. Gatorback, the quiet belt. You can never replace Goodyear quality. NGK Spark Plugs Canada Limited www.ngksparkplugs.ca The World Leader in Spark Plugs, Oxygen Sensors and Ignition Wire Sets. Used by 87% of the World’s OE Manufacturers S.B International Inc. www.sbintl.com “We keep engines humming”

AUTOMOTIVE RECYCLERS Carcone’s Auto Recycling and Wheel Refinishing www.carcone.com With over 32 years of experience Carcone’s Auto Recycling & Wheel Refinishing is your one stop for quality recycled products and wheel refinishing needs. Call today at 1-800-263-2022 or visit us on line at www.carcone.com

AUTOMOTIVE RECYCLERS Standard Auto Wreckers View Our Online Inventory @ www. standardautowreckers. com or call 416-286-8686. Experienced Shipping Department to Ensure Parts Arrive Safely.

HAND CLEANERS GOJO Industries, Inc. www.automotive.gojo.com GOJO is a leading manufacturer of skin care products and services for many marketing including automotive and manufacturing. GOJO continues to pursue a commitment of creating well-being through hand hygiene and healthy skin.

REFRIGERANT Duracool Refrigerants

www.duracool.com Nationally Distributed by: Deepfreeze Refrigerants Inc. The Leaders in Hydrocarbon Refrigerant Technology. Guaranteed In writing not to harm any Mobile A/C System. You can feel the Difference that Quality Makes. “Our Formula Never Changes”.

ADVERTISERS’ INDEX Advertiser . . . . . . . . . . . . . . . . . . . . . Page # . . . . . . . . . . . . . . . . . . . . . . . . . . . . Website ACDelco. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15,40 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ACDelco.com ALLDATA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.alldata.ca Robert Bosch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.bosch.ca Bridgestone Canada Inc . . . . . . . . . . . . . . . . . . . . . . 16 . . . . . . . . . . . . . . . . . . . . . www.bridgestone-firestone.ca Cars Council. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 . . . . . . . . . . . . . . . . . . . . . . . . . www.carsondemand.com Chrysler Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.chrysler.ca Ford Motor Company. . . . . . . . . . . . . . . . . . . . . . . . . 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ford.ca Global Leak Detection. . . . . . . . . . . . . . . . . . . . . . . . 28 . . . . . . . . . . . . . . . . . . . . . . . . . . www.SmokeWizard.com Havoline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.Havoline.com Identifix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.identifix.com Imperial Oil. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.mobil.ca Induction Innovation. . . . . . . . . . . . . . . . . . . . . . . . . 33 . . . . . . . . . . . . . . . . . . . . . . . . . . . www.the Inductor.com Monaco Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 . . . . . . . . . . . . . . . . . . . . . . . . . . . www.monaco-group.ca Nederman. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.nederman.ca NGK Spark Plugs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 . . . . . . . . . . . . . . . . . . . . . . . . . www.ngksparkplugs.com PBL Insurance Limited. . . . . . . . . . . . . . . . . . . . . . . . . 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . www.pblinsurance.com Posi Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.posilock.com Prevost Corp . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.prevostusea.com Ross Tech LLC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 . . . . . . . . . . . . . . . . . . . . . . . . . . . www.VCDS-ProKit.com Valvoline Oil Canada . . . . . . . . . . . . . . . . . . . . . . 17,37 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.valvoline.com VL Communications . . . . . . . . . . . . . . . . . . . . . . . . . 37 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vlcom.com 38 SSGM December 2011

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TOOLS & EQUIPMENT AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies.

WAREHOUSE DISTRIBUTORS & BUYING GROUPS Bestbuy Distributors Limited

www.bestbuyautoparts.ca Independent buying group and warehouse distributor that allocates its profits to member shareholders and provides unbeatable value for independent jobbers. The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group Kerr Machine Shop Group Inc.

www.kerrmachineshopgroup.com Buying group for machine shops and performance shops.

Go to www.ssgm.com to see the latest technical videos and tools tests with SSGM Magazine’s Technical Editor Jim Anderton.

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07/12/11 1:17 PM

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