SSGM Service Station and Garage Management READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955
SEPTEMBER 2014
Profit in
Hybrid Maintenance Stepping Up to the Telematics Challenge Brrr . . . Getting Ready for Winter Driving Canada Post Publications Mail Agreement No. 40069240
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SSGM Service Station and Garage Management
EDITOR Tom Venetis (416) 510-6790 tom@ssgm.com TECHNICAL EDITOR Jim Anderton jim@ssgm.com
September 2014
Vol. 44 No. 7
what’s inside
CONTRIBUTING WRITER Andrew Brooks 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 Choo Hwee Kuan PRODUCTION MANAGER Steve Hofmann (416) 510-6757 PRINT PRODUCTION MANAGER Phyllis Wright VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou
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PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton
AWARD-WINNING MAGAZINE 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, 80 Valleybrook Drive, Toronto, ON M3B 2S9. Postmaster: please forward forms 29B and 67B to 80 Valleybrook Drive, Toronto, ON M3B 2S9. 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
Inc.
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o o of e b er ree e or
Winterization Getting drivers ready for the winter driving season .............................................8 Telematics Service professionals need to step up to the challenge of the telematics revolution........................................................................................12 Hybrid Maintenance Profits are to be found in hybrid service, if you are willing to get trained and advertise your services ............................................................................................. 16 TACT Building team relationships comes down to learning how to hire the right people ................................................................................................................. 20 Identifix Technical Tip Ford Glow Plug diagnosis ......................................................................................... 27 LuK Technical Tip Clutch repair made easy ........................................................................................... 32
Departments
Editorial ..................................................................................... 4 News .......................................................................................... 6 Baywatch.................................................................................. 26 Internet Index .......................................................................... 34 Advertiser Index ...................................................................... 34
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AUTOMOTIVE Technician
September 2014 SSGM 3
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|| Tom’s Editorial
Growing Specialization A
By Tom Venetis, Editor
If one has to use a 1,300 page manual just to diagnose and fix an engine, the only way a technician is going to become competent in diagnosing and fixing engines of similar or greater complexity is by devoting considerable time and energy to becoming an expert on such engines.
result of growing vehicle complexity is the need for specialization. SSGM’s long-time technical editor Jim Anderton discovered this when working on an Infiniti G35 with a particular engine issue. In order to properly diagnose and fix the problem, Jim needed to get the technical manual for that engine. Not too much of a problem . . . that is until he discovered that the manual was some 1,300 pages in length! Remember, that is just for the engine. Manuals for the other vehicle systems were of equal size. Combine them all and it is as if someone had merged À la recherche du temps perdu, Gravity’s Rainbow and Clarissa into a single volume, then appended War and Peace just for good measure. Why the need for such comprehensive volumes? It is because the systems on today’s vehicles are so complex, with numerous controls, sensors and computers, that a simple mechanical fix is now almost a thing of the past. This is going to be a growing issue for technicians in the coming years. Technicians will have to develop specialized skills in order to work on specific vehicle systems. That should not come as a surprise. If one has to use a 1,300 page manual just to diagnose and fix an engine, the only way a technician is going to become competent in diagnosing and fixing engines of similar or greater complexity is by devoting considerable time and energy to becoming an expert on such engines. An analogy can be made with medical specialists. Brain and heart surgeons spend years becoming experts in their chosen fields, knowing the intricacies of the organs they diagnose and operate upon. I would not expect a heart surgeon to operate on someone’s brain as I would not expect a brain surgeon to crack open my chest and start fiddling with my ticker. I’ve seen this in some service shops already – not the surgery part, mind you. Some technicians are singled out for their expertise in diagnosing and fixing certain systems. Yes, they can pinch-hit if one needs an exhaust replaced or some other job done. But these technicians are there to tackle specific vehicle systems and they are always upgrading their skills to stay on top of things. I believe that this is going to become more common in the near future. With vehicles relying on more complex systems and computer controls (just take a look at some transmissions today), there is going to be a natural shift to specialization amongst technicians. There may even be a shift towards specialization amongst service shops, deciding that more profit can be made focusing on servicing specific vehicle types. In this way they can focus resources and training on becoming experts on those vehicle types and systems, and having the right tools and systems for the job. In Vancouver, I came across a couple of shops that only worked on BMW and Audi vehicles. The shops had been in business for decades with loyal customers, some of whom come from great distances to have their vehicles serviced. When they advertise that their technicians are experts, there can be no doubt that is true.
What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 4 SSGM September 2014
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|| News Briefs Epicor eStore Now Features Enhanced Repair Shop Quoting Capability Epicor Software Corporation announced that it has added several new features, including an enhanced repair shop customer quoting capability, to the Epicor Parts Network B2B eStore. The B2B eStore (formerly Internet AutoParts) connects approximately 29,000 automotive replacement parts wholesalers with more than 180,000 registered service provider accounts throughout the U.S. and Canada. The optional Enhanced Customer Quote feature enables authorized service providers to quickly generate quotes that include: • Parts list and pricing • Labor (based on Mitchell Flat Rate Labor Guide) • Vehicle-specific product specifications from Epicor PartExpert eCatalog data • Itemized shop supplies with userdefined prices • Sales tax • Disposal and/or hazardous materials fees • User-defined service disclaimer • Customer name and optional signature line “There are thousands of service providers that do not have an integrated shop management system to generate comprehensive and professionally printed customer quotes, yet rely on the Epicor B2B eStore to automate their sourcing of replacement parts and supplies,” said Scott Thompson, vice-president, automotive, retail distribution solutions for Epicor. “This new feature helps support their growth by providing a fast, accurate, customer-friendly quote for virtually any common repair or maintenance service.” Brake Parts Inc Promotes Paul Gurns to Catalog Manager Bruce M. Tartaglione, senior vicepresident, global marketing and sales for Brake Parts Inc (BPI) announced that Paul Gurns has been promoted to catalogue manager. Gurns joined BPI as automotive content specialist. In his new position, Gurns will manage the maintenance and delivery of application data, product data and digital assets in the BPI catalogue system 6 SSGM September 2014
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Walker Online VIN Search Helps Boost Shop Efficiency Tenneco has made it even easier to access the Walker catalytic converter product line by introducing a convenient VIN search feature on www. WalkerExhaust.com. With this tool, users can enter the vehicle’s VIN to pinpoint the specific Walker EPA- or CARB-compliant converter needed. Access through the www.WalkerExhaust.com website, the VIN search tool is in a highly visible location on the left side of the screen throughout the site. “The new VIN look-up tool on the Walker website helps streamline the technician’s repair process and improves overall accuracy when selecting parts for a repair job,” said Denise Hanefeld, marketing coordinator, Walker emissions control, Tenneco. With Walker Standard, Ultra and CalCat direct-fit and universal units, Tenneco offers one of the automotive service industry’s most extensive lines of premium-quality EPA- and CARB-compliant replacement catalytic converters engineered to help restore proper emissions performance on domestic and foreign nameplate passenger vehicles. as well as manage timely delivery of the data to BPI customers and data receivers. He will serve as a liaison between sales, marketing, product engineers, technical support and customer service, and will gather customer feedback pertaining to the BPI catalogue and develop new ways to deliver content to trading partners and users. “Paul has more than 25 years of experience in the automotive aftermarket and has gained invaluable industry knowledge from his time as a technician, shop manager and catalogue manager, making him very well-suited for his new role as catalogue manager. Paul’s position with BPI reflects our corporate commitment to growth and putting forth the resources necessary to help our customers succeed,” said Tartaglione. During his career, Gurns worked for independent repair shops, dealerships and aftermarket suppliers such as SKF and Chicago Rawhide. He also gained OEM manufacturing knowledge while working at agriculture machinery manufacturer AGCO. Gurns is an ASE Master Technician with L1 advanced level engine diagnostics. He holds information technology certifications in networking, computer hardware, web design and development, and project management.
Trico Partners With Crowne Group Trico Products Corporation announced the signing of a definitive agreement under which Crowne Group LLC will acquire the company from funds managed by Kohlberg & Company, L.L.C. Trico will maintain its headquarters in Rochester Hills, MI and the current management team, led by Lou Braga, president and CEO. Terms of the transaction were not disclosed. Trico is a global manufacturer, marketer and distributor of windshield wiper blades, systems and components. The company operates as a fully integrated business with leading market positions in both the aftermarket and OEM segments. “Trico represents an excellent strategic fit for Crowne due to its balanced mix of business between aftermarket and OEM, potential for manufacturing and distribution synergies, a great infrastructure and management team,” said Stephen Graham, chief financial officer of Crowne. “We are excited to enter into a new phase of our own evolution, and we look forward to working with our new partners as we continue to successfully execute our strategy.” continued on page 28
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14-09-12 11:49 AM
|| Winterizing
By Andrew Brooks
Outsmarting the
elements Being ready for winter includes paying attention to tires, coolant and lighting
T
he onset of winter represents a huge opportunity for service operations. As always, there is lots of money to be made repairing and remedying the damage the cold weather does to cars that haven’t been properly prepared; but perhaps more than ever, the lead-up to winter represents a huge opportunity to help forward-thinking car owners prevent weather-generated problems, saving them money as the winter season does its worst. Coolant and winter tires are obviously crucial. We will take a look at these, as well as the importance of lighting. Winter Tires The compound in winter tires is the biggest difference, says Jeff Bullock, sales director, Hankook Tire Canada. “Winter tires have a softer compound. All-season tires lose their grip at seven degrees Celsius while winter tires gain grip including stopping distances at seven degrees Celsius and below.” “The sipes and the square edges or biting edges are what make winter tires unique in comparison to all-season tires,” Bullock says. “The sipes provide a lot more biting edges which contribute to better traction and better stopping distances. Some winter tires are studdable, which gives better performance on ice.” “Many think [winter tires should be installed] only when there is snow or ice on the ground, not when the weather drops below a certain temperature,” says Phillip Diogenes, 8 SSGM September 2014
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market planning manager, consumer for Yokohama Tire (Canada) Inc. “A good guideline for installing winter tires is once the temperature is regularly seven degrees Celsius or less, to benefit from the increased traction, braking and handling winter tires provide, as per the Tire and Rubber Association of Canada.” Materials science plays a huge role in the advance of winter tire technology, Diogenes notes, pointing out that Yokohama’s own iceGUARD line is based on a high-density compound and flexible polymer, which helps to maintain tire adhesion to the road surface in cold conditions. In addition to the substances used in their construction, winter tires also employ specially developed surface features that deal with icy and wet conditions. “The iceGUARD’s Absorptive Balloons and Absorptive Carbons eliminate water through a suction and drainage process,” Diogenes says. “The Absorptive Balloons wick away and drain water in a capillary motion, scientifically similar to a sponge.” In order to help meet the demands of these weather conditions, product designers must continue to make creative selections in tread design, compound mixes, geometry and tread blading,” says Mike Markoff, Goodyear category manager. “Confidence in winter driving will remain the primary consideration for winter tire buying consumers. However, with expectations on the rise across segments, continued on page 10
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|| Winterizing
continued from page 8
new technologies will seek to balance quiet handling and a smoother ride with traditional winter driving needs.” Winter tires generally have more blades and sipes for improved winter traction, Markoff notes, but he adds that while achieving optimal sipe depth or adding blading inside the grooves may increase surface area traction, this has to be balanced with other performance requirements, including handling stability, rolling resistance, tread mileage, low noise and more. “Goodyear uses something called Winter Reactive Technology in some winter tires,” Markoff says. “This is a combination of innovative features that work together to help deliver exceptional winter performance on snowy, icy, wet or dry roads. WRT features a blend of 2D and 3D blades, also incorporating Goodyear’s exclusive TredLock Technology. The 2D blades are hardworking biting edges in the center zone of the tire, for enhanced starting and stopping power on snow and ice. The 3D TredLock Technology blades are found in the shoulder zone. They lock together to form large outer tread blocks in sweeping turns. This mechanical design helps provide uniform stiffness across the tread for enhanced contact with the road surface.” Coolant Frank Cook, chief technical officer at Old World Industries Inc., makers of the Peak line of antifreeze and coolants, recommends that coolant be checked at least twice a year for freeze point, ideally before and after the fall/winter seasons. 10 SSGM September 2014
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“For heavy duty applications, the coolant additives should be checked every 500 hours or 30,000 miles. Coolant level should be checked at least during every oil change.” Cook notes that other than using test strips to test heavy duty coolant additives, there isn’t much need to perform pH or other inhibitor level checks on coolant for gasoline engines. “As long as the antifreeze is flushed at the recommended service interval – two years for conventional green and between five and 10 years on extended life products typically – there should be no concern over the antifreeze being able to adequately protect the cooling system against corrosion.” If a pH strip is used, the result can vary depending on the type of antifreeze. Conventional green and other fully formulated coolants should be between nine and 11, while extended life coolants are usually between 7.5 and nine, even after longer periods of service, Cook says, noting that an ideal freeze point from a 50/50 mix of water and antifreeze should be at -35 Fahrenheit (just under -37 Celsius). “A pre-diluted 50/50 mix is ideal for any climate or condition,” Cook says. “This will give you the best heat transfer, boil over and freeze protection. In extreme cold, a 60 per cent antifreeze, 40 per cent water mixture is fine, and in hotter year-round climates a 40 per cent antifreeze, 60 per cent water mixture would be okay to use. It isn’t recommended to go outside of those ratios in either direction.” Cook points out that Old World covers its Peak Global Lifetime or Long Life Antifreeze + Coolant with a lifetime continued on page 18
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|| Telematics
Telematics Changing The Aftermarket
Service providers need to step up their game to take advantage of telematics opportunities
Tom Venetis, Editor
M
ost persons today think of a car as nothing more than a mechanical device. You have an engine, a transmission and wheels etc. that work harmoniously together. In the last decade, that has changed dramatically as modern vehicles have taken on an ever growing array of data communications technologies, on-board sensors and advanced computer-controlled systems. Today’s vehicle now monitors itself through dozens of systems that then communicate with each other through internal networks. Now vehicle manufacturers and service operations are using those vehicle networks to monitor vehicle health in real time, and using that information to proactively reach out to owners. There is a push to add more complex networks and systems to vehicles in the coming years. Chris Gardner, vice-president, programs and member services with the Automotive Aftermarket Suppliers Association (AASA) and executive director with the AASA Technology Council, says that there are several forces driving telematics in vehicles. These include:
• Consumer technologies that enable the flow of data over networks through mobile devices • Commercial applications that enable insurance companies to tailor plans to motorists’ behaviours • ‘Connected loyalty’ programs that tether drivers to OEMS and OE dealers 12 SSGM September 2014
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Malcolm Sissmore, North American sales director for telematics, diagnostic tools, service data and training country director for Canada, Delphi Products and Service Solutions, says that last part is going to be key to the automotive aftermarket. Telematics is being used by vehicle makers to improve their customer relationship management, basically to continue that relationship with the owner after the vehicle has passed out of its warranty coverage and when the owner is most likely to look for aftermarket service opportunities. At its core, telematics is a means to change the relationship between a vehicle owner and the service provider. Insurance companies realized this early and have been big proponents of telematics. A 2013 J.D. Power Insight report on Progressive, a major U.S.-based insurance company, shows how impactful telematics is on the relationship between vehicle owners and insurance companies. Progressive was an early proponent of usage-based insurance (UBI) and promoted UBI through its telematics Snapshot product. Progressive has some one million customers using Snapshot across 43 states. J.D. Power looked at the impact of Snapshot on Progressive’s customer relationships with the insurer. What J.D. Power found was those who used the Snapshot service had higher levels of customer satisfaction with the insurer than those who had forgone using the service: “Findings of the 2013 U.S. Auto Insurance Study show overall customer satisfaction is a significant 21 points (on a 1,000-point continued on page 14
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2014-04-01 2:50 AM PM 14-09-09 8:40
|| Telematics
continued from page 12
scale) higher among Progressive customers who use the Snapshot program than among those who do not use it. Satisfaction with both Price and Policy Offerings is significantly higher among customers who use Snapshot than among those who do not, with Price satisfaction increasing the most (32 points) among all the factors. Expectedly, satisfaction levels in the factors that are less related to Snapshot—specifically, Claims and Interaction—are comparable across both of these customer groups.” The AASA’s 2013 Telematics ‘Hot Topic’ Survey found that amongst respondents, 61 per cent believe that telematics will have a positive impact on their aftermarket business and many of the respondents said they believe telematics will create “meaningful dialogue” with customers, and that those who best connect with customers will ultimately win. This is how one participant responded to the question: “Over the next 5-10 years, how do you think increased telematics will really affect the way consumers repair or maintain their vehicles and/or consumers’ relationships with professional technicians?” “I think technology will eat into deferred maintenance providing tailwinds that will enable the aftermarket as a whole to rise. I do believe, however, that there will be a more pronounced shift to more technologically sophisticated professional installers.” Delphi’s Sissmore says the challenge for the aftermarket will be twofold. One is gaining the vehicle owner’s trust and confidence to allow the service provider to access and use the telematics information in order to maintain and repair the vehicle in real time. Remember, people are often wary of divulging what they consider private and confidential information, and that goes for vehicle information. If they don’t trust you, they will not give that information to you. As well, aftermarket service operations will have to up their service and customer relationship game in order to attract those customers, focusing on using the real time telematics information to proactively keep in touch with customers in ways are beneficial to them and the health of their vehicle while not seeming intrusive. The aftermarket will also have to put an increasing focus on existing vehicles that do not have built-in telematics, but can be fitted with aftermarket telematics systems. Sissmore says there are some 160 million vehicles on the road today that have OBD II ports but no embedded telematics. “This is an opportunity for the aftermarket to create a telematics program for them. “[Service operations] would have to have a supplier of telematics hardware and the services to operate the platform,” he continues. “They can then resell those [telematics] services by making the consumer understand the value of those services 14 SSGM September 2014
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to them. That is where the rubber hits the road. There are consumers today who will pay for the features and services provided by the telematics.” “There is no doubt that the industry will see an increase in the number of devices, applications and services to connect vehicle performance data with motorists and repair facilities,” adds AASA’s Gardner. “Several AASA members have been developing products and services to do just that for several years and increasingly are partnering with providers of some of the emerging technologies.” Gardner agrees with Sissmore that one challenge will be getting that telematics information to independent service operations from vehicles that come with built-in telematics systems. Those systems will initially be defaulted to the dealership service operations. “Industry leaders are collaborating through the Aftermarket Telematics Task Force to address this proactively through policy and technical approaches, creating a gateway through which secured and standardized data can be communicated to entities designated by the driver. Ensuring access to the vehicle data through a standardized gateway would open the development of numerous applications and tools for remote diagnostics and connections with drivers. “Regardless of how quickly that happens, service providers should consider partnering with companies that can connect with motorists and vehicle data through mobile devices and other mediums.” Sissmore says one area of growth will be in small fleet monitoring and maintenance, a market segment that independent service providers can enter with a high potential of success. “Eighty per cent of the fleets in Canada are of less than 10 vehicles. Those are small companies and because they are so small they rarely do their own maintenance. The idea is to use telematics to sell your shop’s fleet maintenance and services.” SSGM www.ssgm.com
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Hybrid Maintenance
|| Hybrid
The profit potential for shops is huge; but only if they get the training and get their message out to the public Tom Venetis, Editor
S
ervice operations looking for new profit centres may want to give serious consideration to hybrid vehicle maintenance. Once a vehicle only for enthusiasts, hybrids are fast becoming mainstream. According to the U.S. Energy Information Administration, there were a little over two million hybrid-gas/ diesel-electric vehicles on U.S. roads in 2011. Consider the Toyota Prius. It was once a vehicle dismissed as a toy for celebrities or the wealthy looking to appear more ‘green’ than their colleagues down the street. Green Car Reports finds that last year the Prius was one of the top selling brands in California. Craig Van Batenburg, CEO of the Automotive Career Development Center (ACDC), a respected North American trainer on hybrid and electric vehicles, says hybrids are going to become a major part of any service operation’s core business; the question is, whether technicians and shop owners are willing to make the investments in training needed to profit from the growing number of hybrid vehicles on the road. “There are a lot of guys in their fifties and sixties who don’t want to do it,” he continues. “And for those shops that do have the expertise and trained staff, less than ten per cent feel comfortable advertising that they service hybrids.” Van Batenburg adds that some technicians are thrown by hybrid vehicle maintenance as some systems behave differently on a hybrid than on a traditional gasoline or diesel vehicle.
Hybrids lack a traditional starter, the braking system is brakeby-wire and sometimes the vehicles can throw warning lights that take a bit of time to diagnose. “There is a great opportunity for auto repair facilities to redefine their businesses by adding hybrid service to their offerings,” adds David Taylor, hybrid product manager at Dorman Products. “The good news is that customers will drive hundreds of miles to get service done by a well trained, well equipped shop. When I owned my shop in North Carolina [Taylor Automotive], we drew customers as far north as Canada and west to Texas; and the current owners have continued this success. I have found that hybrid owners are flocking from dealer service bays seeking a more satisfying experience. If we are willing to do our part to capture that market, we will continue to reap the benefits for many years to come.” Tom Mackenzie, shop foreman and technician with Taylor Automotive, says that technicians already have many of the needed skills and expertise to work on hybrid technologies, and “if you have a good grip on electricity, you follow the proper procedures for the vehicle and test the key component, there is nothing difficult about them. Some technicians have this fear that the systems are too complex to work on or that you need lots of specialized training or that the technology could kill them. The opposite is true.” What You Need To Know David Hobbs, field trainer and course developer with Delphi Products and Service Solutions says many of the underlying mechanics of a hybrid vehicle are similar to today’s traditional gasoline and diesel vehicles. However, because of how hybrids operate, with their combination of gasoline and electric systems, technicians have to keep top-of-mind that those normal maintenance routines and intervals will be different. “When we cover hybrid maintenance and repair, that question [is there are lot similarity between hybrids and traditional gasoline vehicles?] comes up a lot,” Hobbs
continued on page 22
16 SSGM September 2014 www.ssgm.com
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|| Winterizing
continued from page 10
guarantee, and will cover the cost of the repair or replacement of the car’s antifreeze or cooling system. Modern coolants are formulated for yearround use and can last for five or more years as long as they’re topped off with 50 per cent coolant of the proper quality, says Todd Holcomb, Valvoline’s product line manager, antifreeze-chemicals. “Still, one needs to keep the system full and watch for leaks which are indicated by the level dropping. Zerex recommends the coolant level should be checked every time the hood is opened. If you need to add coolant, do so when the radiator is cool to the touch and the top hose is not under pressure – soft on squeezing – to avoid scalding from hot, pressurized coolant. Always top off with 50 per cent coolant, never just water, except in emergencies. Check the freeze point a couple times a year.” Holcomb notes that Zerex has a range of chemistries approved by GM, Chrysler, Ford, Mercedes, BMW, Audi, VW, Cummins and others. “Light and heavy duty engines are more complex than ever,” he adds. “OEMs use custom, lightweight metal alloys and gasket materials in engine designs to meet performance standards. Zerex formulas are designed to meet or exceed performance demands and engineering specifications, Holcomb says – and the company aids correct product selection by listing approvals and recommendations on the product labels. Another thing for technicians to keep in mind is that European vehicles will need specific formulations of antifreeze. Prestone Products Group offers a range of antifreeze products that are phosphate-free. Why is that important? According to the Prestone website (http://ca.prestone.com/ enca/learn_more/frequently_asked_questions): “Some European automobile manufacturers request that a phosphate-free antifreeze be used in their vehicles. This issue is related to the extremely high mineral content of the water in Europe. If you were to mix an antifreeze that contained phosphates with the type of water they have in Europe, it may produce deposits that can settle in the cooling system and promote corrosion. However, in North America we do not have this type of water problem. Typical North American coolants have contained phosphates (which is part of the corrosion inhibitor package) for many years. Therefore, the question of phosphates is a non-issue here in North America. Prestone Antifreeze/ Coolant is completely safe for use in both foreign and domestic vehicles. Products that are free of phosphates include the Prestone Extended Life 50/50 Antifreeze/Coolant which is phosphate, silicate and borate free. The Prestone Extended Life 50/50 Antifreeze/Coolant has been approved by General Motors under their DEX-COOL specifications and is compatible with other DEX-COOL approved coolants.” Once again, Prestone’s helpful “Frequently Asked Questions” page (http://ca.prestone.com/enca/learn_more/frequently_asked_questions), also outlines the correct mixture to use when preparing a vehicle for winter driving, something 18 SSGM September 2014
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that can be shown to vehicle owners if they have questions about what the technician or service writer is recommending: “We recommend that you use between a 50 per cent and 70 per cent concentration of antifreeze. At least 50 per cent is necessary to give the adequate amount of corrosion protection, as well as freeze/boil-over protection. However, we do not recommend more than 70 per cent antifreeze. This would cause restriction of the heat transfer capabilities, corrosion protection, and freeze protection.” Prestone recommends regular coolant flushes and refills in order to remove deposits thereby helping to maintain the integrity and operation of the system. Prestone offers Prestone Radiator Flush+Cleaner, a 2-in-1 product which can be used as a 10 minute flush at every flush and fill, or as a 3-day cleaner for neglected cooling systems. Once the system is flushed and cleaned, a mixture of 50 to 70 per cent antifreeze/ coolant and water is recommended. Prestone just introduced a new antifreeze/coolant to the market, New Prestone with patented Cor-Guard Inhibitors. According to a release for the new product, this antifreeze formula provides corrosion protection for a vehicle’s entire cooling system, protecting the water pump, heater core, radiator and gaskets from corrosion. Prestone adds that Cor-Guard does not void manufacturer warranties and works in domestic, Asian and European model vehicles. Lighting Making sure headlights are functioning properly and are well aimed is important at any time of year, of course, but with the added uncertainty of road conditions, the winter season makes proper headlight function especially important. Technicians should check for debris that might obstruct the beam, make sure that headlights are properly aimed, and ensure that the bulbs aren’t so old that they have stopped generating full illumination. “A halogen bulb will generally last around four hundred hours, which for a regular driver is about four years,” says
continued on page 25 www.ssgm.com
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|| TACT
Building Team
Relationships By Murray Voth, TACT
I
n my last several articles, I have been really challenging shop owners on their human resources practices and policies. In this article, I would like to challenge some of the technicians in our industry and, in a round about way, encourage both the employees in the shop and the shop owner to come to a more modern approach to employer and employee relationships. Since the great recession of 2009, I have noticed that many shop owners are finally facing the consequences of having kept on employees who do not perform to even the minimum standard, or have not kept up with technology, or bring a very negative attitude to the shop. Some employees have taken over as de facto managers or shop foremen. Some of these employees, technicians in particular, dictate where to order parts from, cherry pick the work they want to do, and are very reticent to share information with other technicians in the shop. In some cases, these technicians actually bully other employees and sometimes even the owner. First, I want to address the timing of my observations and experiences I have had with dozens of shop owners in this predicament. There are two reasons the chickens have finally come home to roost in the last few years. The first is that even though the overall economy is improving, many independent shops are not bouncing back as fast as they need to financially. The normal peak of business after a recession has not happened this time for various reasons. (There have been record new car
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sales in the last three years and new car dealer service departments have grown their market share of the fourto seven-year-old vehicles from 10 per cent to over 60 per cent in the last seven years, the bread and butter of the independents. These are some of the key reasons among many.) As shops struggle financially they begin looking at their labour costs and realize they are overstaffed in the shop for the volume and type of business they are doing. In the past, many of them would have laid off an apprentice or other technician who is lower on the totem pole, but now they are realizing that some of their most expensive technicians are the ones who produce the least relative to their cost of wages and benefits. The second reason for the timing of this phenomenon is the rapid advance in technology in vehicles today. Not only is technology changing, the speed at which it changes is faster. Technicians are now dealing with more change, more information, and more challenges accessing that information than ever before. It takes energy, intelligence, hard work and tenacity to keep up. There seems to be more diagnosis required every passing year, not just in drivability and electrical, but in vehicle processors as well as in the mechanical systems. So if a technician with years of experience and a high hourly rate does not, or will not, keep up with technology, you end up with a highly paid employee who cannot produce the results that you need.
Getting a Grip on Labour In both of the situations I have described the owner knows that the best decision for the profitability of the business and/or shop morale is to lay off or fire the technician with the poor performance. But what has happened is that now because of their length of tenure, there is the possibility of large severance cheques or other labour relations challenges. The trouble is that owners bury their heads in the sand hoping things will change or the employee will quit on their own, but the problem just intensifies. In some cases, the other “better� employees begin to quit because they cannot stand the lack of leadership and poor shop morale, or one of them steps forward and tries to control things and elects themselves shop foreman. Now we need to discuss how we got here. How we got here is complicated and multi-layered. However, with a few variations on the theme, most shops and technicians ended up in this predicament for the many of the same reasons. I am going to highlight four. Over 90 per cent of independent shops are started by automotive service technicians. In some, the owner and self-appointed head technician or shop foreman, feels like they also need to be the best technician in the shop. They feel threatened by a talented technician who could be better than them, so they don’t encourage the development of the technicians working for them. However, they need some decent technicians to bang out the mechanical work while the owner
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TACT || is the king of diagnosis. In order to keep the technicians they need, they keep giving them raises for time served, rather than as a measure of productivity and efficiency. Hence after a number of years, you will have a highly paid technician whose employer has not sent them to training, has not encouraged them to develop and has not given them challenging work. So you get what you asked for. In addition to that, many technicians want to be loyal and/or really want or need this particular job and stay around. But they realize that even though they are smart and work hard, they are not going to advance. I would get grouchy too. Some shop owners, and again those that are technicians, have what we all in coaching circles an ‘emotional’ bank account. They do not know how to charge properly for their work and show the value to their customer. When they first open their business, most of their first customers are friends, family and neighbours. As we know, these people expect you to do the work for free or for a significant discount. It does not take long for a shop owner to believe that anyone driving a car has no money; everyone wants a break or help stretching their automotive repair dollar. So the shop owner, when given the results of an inspection or a diagnosis will then begin to question their technician as to how long something will last, or override the technician’s call and tell a customer they have two more weeks left on their brakes when the original technician said they were below safety standards. After a while the technician will always defer to the owner’s opinion and not develop opinions of their own. They too will continue to get raises for time served and years later we have created
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what we think would be an experienced licensed technician, but the owner has psychologically beat their confidence out of them. Most shop owners in my experience have very little expertise in hiring employees. Whether they need a technician or advisor or shop assistant, shop owners will wait till just the right person drops off a resume. But when no one shows up and we desperately need to fill the position, we grab the first person that walks in the door. We do a cursory interview to see if they have a Red Seal License and if we like them. When they start, the first job we give them is a timing belt on a double overhead cam engine. Two days later it is finally done. Then we are angry, but keep the tech because . . . well, they are good at some things. A better way would be to create a clear description of what the position is and interview and select candidates based on those criteria. It is also important to see if the person is a good fit for your team. Are they a team player or are they a lone ranger? Lastly, most shop owners do not have a good employee review process in place. Employee reviews that are done well, along with regular well-run staff meetings and professional job descriptions, will keep communication lines open and expectations clear. Most employees are waiting for guidance and want feedback on their performance. It is when things are unspoken or up in the air, that
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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. Contact Lee Meunier, toll free at 1-866-489-8228 (TACT) or by email Lee@proshopmanager.ca www.ssgm.com
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an atmosphere of distrust develops. Employees should be clear on what expectations are for their technical skill, their interaction with the rest of the team, and their contribution to the financial well being of the company. Imagine getting a group of 11 people together that have never played football, and then pitting them against a team that has been playing for years. The confusion that would ensue from lack of skill, no understanding of the rules, or how the score is kept would be a disaster. However, this is happening in hundreds of shops.
Know How to Hire The solution is to start with hiring well. Hire people who are better than you at their jobs. You have to be a good manager, not a technician. Interview well, and choose the right people for the job. Good interviewing can sometimes eliminate those grouchy ogres out of the starting gate. Have a clear job description. Have reviews at least twice a year. And have staff meetings at least once a month. The majority of employees would love to work for a company that is managed in this way. And all of these tools will be helpful in identifying those rare situations when you have an employee with so many personal issues, that they need to seek help from other professional sources. Sorry, shop owners, but we have met the enemy and he is us. Also, technicians, before this industry or a particular shop or employer makes you bitter, do something about it. Ask your boss to take management training, or be courageous and make a move to a shop that is operated properly. Make it your fault, even though it really isn’t. SSGM September 2014 SSGM 21
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|| Hybrid
continued from page 16
continues. “Let’s take the topic of oil changes. Technicians know that a great deal of your time is stopping at read lights or operating at low speeds. This means the gas engine will not be running. And this could go on for several blocks or even several miles, if you happen to be operating at a low throttle. Because the engine is not running, the oil is not breaking down. So going by the conventional three to five thousand mile oil change, or more if using a synthetic, now flies out of the window.” Air conditioning presents a unique set of issues that technicians will have to confront. First, the old mechanical belt system that ran the air conditioning systems in early hybrids has largely been sent out to pasture. Take the Prius as an example. In 2004, the Prius moved to electric compressors and the Ford Escape hybrid in 2010 moved to using electric compressors. The Volt has always used electric compressors for operating the air conditioning system. So why is this suddenly an issue? “There are two types. The types that receive three-phase voltage AC from the inverter to operate the compressor,” says Hobbs. “In 2010, we have electric compressors that use DC voltage. [There is a] positive and negative cable from the battery pack, but on top there is a small inverter and it tells the system to change the DC to AC.” Hobbs continues that this becomes an issue when it comes to what kind of oil to use in maintaining the A/C system. Traditionally, systems would use PAG oils to lubricate and maintain the system. However, using PAG oil AAPEX Visit us at NV s, a g e V s La r 4-6 Novembe 9 2 booth 330
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Safety tips to consider when working on hybrid vehicles: 1. A lways wear high-voltage insulated gloves rated to 1000 volts minimum, Class 0, while diagnosing and ser vicing hybrid vehicles and systems. Use gloves that are in good condition, as even pinholes can be very dangerous. One method to test a rubber glove for leaks is to blow into the glove and hold it tight by squeezing or rolling the open end. If the glove has a leak it will deflate. 2. High voltage circuits are typically identified by bright orange cables or wires. The wiring may also be covered by bright orange covers or conduit. When hybrid vehicles are in a shop for service the vehicle may need to be moved. Remember, if you are rolling a vehicle in the shop, with the drive wheels on the ground the motor generator may be providing power to these circuits. To avoid this condition wheel dollies are recommended to move hybrid vehicles around the shop. 3. Always remove all jewelry including watches, necklaces, earrings, etc. when working on a hybrid vehicle. Metal objects conduct electricity and could be a hazard if they inadvertently contact a voltage source. Wear the appropriate protective clothing (high voltage rubber gloves, face shield, insulated boots, protective coat or apron) when servicing hybrid vehicles.
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4. During diagnosis, do not drive the vehicle in this “Service Mode” as it may damage the transmission or other components of the hybrid system. To re-set the vehicle, shut the vehicle off and restart. 5. If a hybrid is equipped with a “smart key” system the technicians need to be sure the system is disabled prior to performing any service on the vehicle. When in “Ready Mode” the engine can start at any time, which could create a safety concern if this occurs during vehicle service. Safety Tips provided by Delphi Automotive
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www.ssgm.com
14-09-15 10:46 AM
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14-09-12 2:13 PM
|| Hybrid
continued from page 22
will actually harm the air conditioning system in a hybrid. Instead, what is needed is polyolester or ester oil (POE). Hobbs adds that it is critical that technicians avoid mistakenly placing PAG oil into a hybrid A/C system as it will damage the system. If using a refrigerant machine, it is critical that it either be one specific to hybrid vehicles only, or a dual-purpose machine that prevents cross-contamination. “Many of the systems that require routine maintenance on non-hybrid vehicles will also require maintenance on hybrid vehicles since the gasoline-powered drivetrain is still used,”
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You Need To Tell People You are a Hybrid Shop Craig Van Batenburg finds it surprising that shops that do take the training and get the expertise needed to successfully service hybrids, do very little to advertise their services to the hybrid community. To rectify this problem, Van Batenburg started the Hybrid Shop Locator website, now part of his ACDC training website (http:// hybridshoplocator.com/). The website helps shops get known to hybrid vehicle owners and helps hybrid owners find service operations that are qualified to service their vehicles. Dorman’s Taylor agrees that service operations need to be more proactive when it comes to promoting their hybrid service work and expertise. But the work will pay off in the end. “They need to build a quality website that offers the consumer ample information about why they should trust your shop with their hybrid vehicle,” Taylor continues. “Hybrid car owners are particular about details, so if you and your staff are not paying attention to the details, hybrid service may not be something to consider. And actually familiarize yourself with hybrid vehicle operation by owning or renting one for an extended period of time. It is pretty embarrassing when the first customer arrives and you don’t even know how to start the car or what the normal operation for a particular model is.” SSGM www.ssgm.com
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Winterizing ||
continued from page 18
Alfredo de la Vega, vice-president, product management you a better chance to react. That’s why GE recommends and marketing for North and South America with Hella always changing bulbs in pairs, even if only on is burned Inc. “But just because the bulb still lights up doesn’t neces- out, so that you have equal light output and brightness in sarily mean you have the full light output that you should both sides.” have.” de la Vega recommends replacing the bulbs at least Collins continues that vehicle lights should be examined every two years, and that they should be replaced in pairs often and changed regularly. so that the lifecycle is a known quantity, and to avoid varia“This varies depending on how often lights are on, your tions in light output, colour and power that can affect the car and the type of headlights you use. GE makes headlights driver’s perception of the road. The same approach should that produce more light and also those that will offer longer be followed for turn and braking lights. “It’s also advis- life, ensuring we have the product that is right for whatever is able to review the wiring, and to make sure you don’t have important to the individual driver.” SSGM things like water inside the lights,” he adds. “One thing we rarely do is check the aim of the headlights,” de la Vega says. “This is especially important if the car has been in an accident or has had some other issue requiring service, and of course for owners who have used cars and don’t know the service history.” In addition to being bumped offbeam while other parts of the car are being serviced, headlight aim can degrade over time simply due to the vibration that occurs during regular operation, especially when a vehicle is used in rough conditions. “Proper aim will improve headlight performance tremendously,” de la Vega says. “You can buy the most powerful light on the market, but if it’s not aimed properly you just won’t get the output you want.” Hella offers a portal called Hella Tech World that gives guidance on proper headlight aiming as well as other resources. But probably the best advice, de la Vega says, is for shops to acquire beam setting equipment so they can offer headlight aiming as a full-fledged service. “Good, bright lighting is importThat’s what you get in ProDemand™ — Real Fixes ant both so you can see better in less based on millions of actual repair orders, together light as days get shorter, and during with the leading OEM repair information and the months where visibility is reduced legendary wiring diagrams you expect due to bad weather and also so you can from Mitchell 1. be seen by other drivers during these same conditions,” adds Bess Collins, marketing manager for Canada with GE Lighting. “Headlights can dim over time, and that’s not always obvious For more information: unless you compare a new bulb to a Call: 800-470-5936 used one. GE Nighthawk headlights Visit: www.mitchell1.com put more light on the road — our GE Nighthawk Xenon headlights put up to © 2014 Mitchell Repair Information Company, LLC. All Rights Reserved. 120 per cent more light on the road and Mitchell 1® is a registered trademark used herein under license. that will help you see more, and give
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September 2014 SSGM 25
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SSGM BAYWATCH
S
New Products
Milwaukee Work Box Milwaukee Tool continues to redefine industry standards with the introduction of the new 26” Jobsite Work Box. Built for extreme durability, the new storage solution can survive over 1,000 drops with a 50lb load. Features that add to the durability of this box include reinforced corners for impact resistance, recessed latches that are positioned for protection against jobsite abuse, and buttressed hinges that allow falling debris to deflect off the hinge rather than break it upon impact. In addition, the work box is made with a proprietary high-impact resistant polymer, and is weather sealed to protect the user’s tools from debris and contamination. More than a tool box, the new storage solution also delivers innovative features that will increase productivity including corner pockets to securely organize tools upright in the corners of the work box, as well as mounting bosses in the lid that allow the user to hang items with a simple screw, for easy, organized storage. For maximum user versatility, the 26” Work Box features a top handle design that folds into a cut groove for clamping small diameter material while cutting. The wide over molded handle allows the user to adjust their grip to hold the box at center of gravity, regardless of how the weight is distributed within the box. Convenient pass-through side handle grips on each side of the box provide greater carrying comfort and accessibility from all angles. The 26” Work Box also features generous space within the main compartment for long and bulky tools, and a removable tray for organizing smaller items. Milwaukee Tool www.milwaukeetool.com
OTC Smart Battery Tester OTC has launched the 3200 Smart Battery Tester, offering near-instant battery, charging and starting system test results with a technician’s iOS or Android device. The tester clips onto a battery’s terminals and provides battery voltage and cold cranking amps (CCA) on-screen, and also displays a QR code. Using the OTC 3200 app and a smart device with a rear-facing camera, users can read the QR code to view a full report including battery, charging system and starting system health. The tester’s on-screen display indicates when to start the vehicle to measure starting system draw and charging system status. The pocket-sized tester will work on 6-, 8- and 12-Volt lead-acid and AGM batteries for all light duty applications. An internal 9V battery allows testing of deeply discharged batteries for faster diagnosis, minimizing the ‘charge and retest’ process often used. The accompanying app will also scan the battery and vehicle barcode to collect battery and vehicle electrical system specs. The Smart Battery Tester can check CCA, MCA, CA, EN, EN2, DIN and mohm with a 100 – 2,000 CCA range and is available through OTC’s regular sales channels now. The OTC 3200 app is available free now on Google Play and the Apple App Store. OTC www.bosch.com
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INA OAP Toolbox
Common alternator symptoms may only be a worn out OAP or OAD. Inspect the OAP or OAD when you inspect the drive belt. INA OAP toolbox 4000033810 is the essential tool to inspect and replace any OAPs or OADs at your shop – OE quality tools for OE quality parts. The INA OAP tool box can save time, and lower the repair cost to the vehicle owner. Schaeffler Group USA Inc. www.Schaeffler-Aftermarket.us
ATP Adds To Graywerks Intake Manifold Line To meet the continuing needs of its customers, ATP Automotive has expanded its Graywerks line of intake manifolds. The introduction of new part numbers increases available coverage to 92 per cent of market demand. Graywerks by ATP Automotive intake manifolds meet or exceed OE specifications for performance and design so they fit right, look right and perform right the first time. All manifolds, including our injection molded intakes, come with gaskets, mounting hardware and required parts for a complete installation package. Unique to Graywerks intake manifold line is the GM 3.8L 19952005 application (#106001) that features an improved design, eliminating a known OE failure point. ATP Automotive www.atpautomotive.com www.ssgm.com
14-09-15 8:13 AM
Identifix Technical Tip ||
Ford Glow Plug Jeff Boskowitz, Identifix Ford Specialist Certified: Ford EEC 1-V, ASE Master, L1
Let’s get right to the down and dirty of the PowerStroke glow plug
T
his system consists of a Glow Plug Control Relay (GPC) for 49 state or Glow Plug Control Module (GPCM) on 1999 and newer California emissions vehicles, 8 glow plugs, a “wait to start” light, related wiring and the Powertrain Control Module (PCM) to operate the system. The “wait to start” light is independent of the actual glow plug on time. The PCM will turn the “wait to start” light on just for 3 to 5 seconds to allow sufficient cylinder temperatures to be reached for ease in starting. However, even though the light is off, the PCM will keep the glow plugs energized for a much longer time to reduce smoke and to improve cold driveability. The amount of on time can be as long as 180 seconds and is determined by the PCM based on inputs from the barometric pressure sensor, the engine oil temperature sensor and available battery voltage. Symptom: Hard start caused by the glow plug. To diagnose: The following applies to 49 state system only. 1. Make sure the battery is fully charged. 2. At the GPC, located on the right valve cover, verify B+ at the battery feed wire. This is a large diameter wire, usually Black/ Yellow or Black/Orange. 3. If OK, use a voltmeter to check for vehicle power to the GPC on the smaller Red wire with key on, engine off (KOEO). 4. If OK, have someone cycle the key off and on, while you check the other small wire (generally Pink/Orange) for less than 0.5 volts. This is the control wire the PCM grounds for 30 to 180 seconds to energize the GPC. If the circuit is being grounded, an audible click should be heard confirming activation of the relay. 5. If no sound is heard, touch a standard 12-volt test light to the output terminal of the relay containing the two large Brown wires (some later and California models will likely have one Brown and one Yellow) and check for voltage. If there is no voltage present, replace the GPC. If the voltage is OK, perform a voltage drop across the battery feed and output terminals of the relay by cycling the key off and on, and replace any GPC that exceeds a 0.5 volt drop across the contacts. 6. If the GPC checks OK, turn off the key and allow the glow plugs to cool. Testing the actual glow plug operation requires more than a simple resistance test and presence of B+ at the components. Note: Testing should be done using any device containing a High Current Inductive amp clamp. 1. Place the high current inductive amp clamp around the two output wires of the GPC. www.ssgm.com
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2. While turning the key on, watch for the initial draw to read 160 amps or greater. Depending on the manufacturer, glow plugs will draw 17 to 26 amps each with a minimum recommended draw of 20 amps (20 x 8 = 160). The reasoning behind the minimum specification will be addressed at the end of the article. 3. If the initial surge does not reach 160 amps, move the clamp to each glow plug supply wire at the valve cover connectors, cycle the key on and check for a minimum 20 amps each, replacing any glow plug that does not reach this spec. 4. Allow time to cool between testing each cylinder. On the 1994 to 1997 trucks, the supply wires will be the Brown wires in terminals 1 and 5 of each of the four 5-cavity connectors. On the 1999 and newer SuperDuty, the supply wires will be in terminals 1-2-8 and 9 of the two 9-cavity connectors. Note: the wires on the driver’s side of the engine may be Yellow. California vehicles operate identically to the 49 state systems. Instead of a 4-pole relay controlled by the PCM, the glow plug system contains an actual module. This module is in the same location but has more wires. The output terminal of the 49 state relay has one large wire for each bank that branches off to individual cylinders. The GPCM has one output wire for each cylinder. As with its 49 state cousin, it still contains the B+ wire, the vehicle power wire and the Pink/Orange wire to energize it. It also contains a communication line to the PCM. This module ‘monitors’ individual glow plug draw and reports any errors to the PCM. It can flag a code P0670 if there is a control line fault, a P0683 if the diagnostic circuit is faulty and any combination of P0671 through P0678 for a glow plug fault in cylinders 1-8. Now, the reason behind the minimum spec mentioned above. Since this module monitors actual current to each cylinder, the malfunction indicator light will illuminate and a code will be generated for any glow plug that draws less than 20 amps, even though no starting issues are present. I hope this takes some confusion out of this system. SSGM September 2014 SSGM 27
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|| News Briefs
continued from page 6
“We are pleased with the outcome of our investment in TRICO and believe that the company has a bright future,” said Evan Wildstein, partner at Kohlberg & Company. “We are confident that the company will continue on its trajectory of success under Crowne Group’s ownership.” The acquisition is subject to customary regulatory approvals and is expected to close in the coming months. Wagner Brake Coverage Expanded The Wagner Brake brand from Federal-Mogul Motorparts added product coverage for more than 440 applications representing approximately 40 million registered vehicles. Featured in the user-friendly www.FMe-Cat.com electronic catalogue, this additional coverage includes Wagner ThermoQuiet brake pads and shoes as well as Wagner rotors, drums and hydraulic components. In addition to new coverage, Wagner has introduced new product attribute information for millions of additional late-model applications, including approximately three million vehicles manufactured since 2013. “Our product management team continues to enhance our coverage
and supporting product information to help replacement parts distributors and service providers earn new brake repair opportunities on late-model foreign nameplate and domestic vehicles,” said Chris Battershell, director of braking product management, North America, Federal-Mogul Motorparts. “As the global leader in friction for the OE market, we are the trusted source of quality braking solutions for more repair providers across North America.” Included in the expanded coverage are the Wagner ThermoQuiet CeramicNXT brake pads featuring the 2021-compliant Wagner OE21 lowcopper friction formulations, which offer 15 per cent more stopping power, are 35 per cent quieter and provide up to 40 per cent greater fade resistance with longer life and reduced dusting. MAHLE Service Solutions Expands Distribution for West Coast, Canadian Customers MAHLE Aftermarket, Service Solutions, formerly MAHLE RTI, has opened a new satellite warehouse in the Los Angeles area to support customers on the West Coast. In addition, the company is now stocking inventory
Gates Canada Helping Canadian Families As a corporate partner to RMHC (Ronald McDonald House Charities), Gates Canada is a proud supporter of their incredible, passionate work. For only $99, the Gates Building Blocks Business Kit can be purchased (part # 91054), and $20 will go directly to helping Canadian families in need. Gates is striving for a North American goal of $150,000 to be raised for the charity through the purchase of these kits. The kit includes a $229 value: • $150 in mail-in rebates • Window decals showing support for RMHC • Shop stool • Vintage metal sign • Belt wear gauges • Consumer brochures on preventative maintenance • Shop poster 28 SSGM September 2014
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at the MAHLE Aftermarket Canada distribution centre in Burlington, Ontario to expand service to Canadian customers. According to Jon Douglas, general manager, MAHLE Aftermarket Inc., the new satellite warehouse in Bell, Calif. enables the company to quickly fulfill orders to West Coast customers. “The California warehouse is a great service upgrade for our customers because we now stock our most popular maintenance machines, service parts and accessories within a one-day ground shipping area for nearby customers,” said Douglas. “In addition, this new warehouse allows us to fulfill even more orders nationwide after our main warehouse in York is closed for the day.” With the new California facility, MAHLE Aftermarket, Service Solutions can now ship orders up until 6 p.m. (EST) to anywhere in the country. Douglas says the new facility in Canada is another positive development for the company. “Our expansion into Canada enables us to reach more customers with our automotive maintenance equipment,” explained Douglas, “and it is equipment that we know can help technicians be more productive in their day-to-day duties.” Service Professionals Program at AAPEX The new Service Professionals Program at the Automotive Aftermarket Products Expo (AAPEX) will feature customized education sessions, facilitated roundtable discussions, inbooth technical demonstrations and networking events to address what’s keeping shop owners and repair professionals awake at night. AAPEX is slated for Tuesday, Nov. 4 through Thursday, Nov. 6, at the Sands Expo Center in Las Vegas, Nev., with AAPEXedu sessions starting on Monday, Nov. 3. The free, customized program, sponsored by MAHLE Service Solutions, enhances the value of AAPEX for its growing audience of shop owners and repair professionals and will include: continued on page 30
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|| News Briefs Monroe Shocktober Promotion It’s September, which, in the world of automotive maintenance and repair, means it’s time for Shocktober, the Monroe SSGMShocks and Struts brand’s popular promotion that offers significant savings to consumers who help protect their driving safety by replacing worn ride control units. Through to Oct. 31, 2014, the Shocktober mail-in offer enables consumers to get four qualifying Monroe or Rancho shocks or struts for the price of three through a participating vehicle service provider or parts store. Consumers who qualify for the rebate will receive by mail a rewards cheque equal to the lowest cost unit, up to the current suggested list price. Visit www.monroe.com for program rules and restrictions. “Shocktober is a fun and rewarding way to focus on the safety-critical role of your shocks and struts,” said Sheryl Bomia, programs manager, North America Aftermarket, continued from page 28
• Expanded AAPEXedu education sessions on branding, mobile apps, relationship and digital marketing, increasing repair shop profits, diagnostics for the connected car, best practices for mobile diagnostics and more. • A Recruiting and Retention Conference to address how to find and keep good employees. • Facilitated roundtable discussions to encourage dialogue on common challenges and best practices, as well as networking and peer problem solving. • Technical demonstrations on new technology for parts and/or for diagnostics and repair. Demonstrations will take place in exhibitors’ booths. • Unique events hosted by leading aftermarket companies and networking with industry leaders during AAPEX. • The National Automotive Service Task Force (NASTF) Fall 2014 General Meeting on Wednesday, Nov. 5, from 1 p.m. to 4 p.m. PST, that will give shop owners and technicians the unique opportunity to interact directly with OEMs to bring solutions in service information. • Technical training by leading manufacturers. 30 SSGM September 2014
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Tenneco. “Fall is a great time to take care of important repairs, and this promotion helps educate consumers about the importance of replacing worn components that could be affecting their vehicles’ ride and handling characteristics.” Shocks and struts play important roles in safe driving by helping deliver satisfactory steering, stopping and stability. Their damping action helps maintain movement of the vehicle’s suspension within safe limits. This, in turn, helps the brakes do their job by maintaining tire traction and distributing the vehicle’s weight across all four wheels. Shocks and struts also limit the transfer of vehicle weight from front to back when braking, and from side to side around turns. In addition, properly functioning shocks and struts help protect tires from abnormal wear. Monroe Shocktober rebate submission forms are available through participating automotive parts and service providers and online at www.monroe.com. Rebate does not cover installation/labour costs. All submissions must be postmarked by December 1, 2014. Other restrictions apply.
The 2014 AVI Training Conference also is part of the Service Professionals Program and will feature more than 20 high-end technical and management classes on Nov. 3 and Nov. 4. Separate registration and a fee are required for the AVI Training Conference. To learn more about the Service Professionals Program at AAPEX, visit: www.aapexshow.com/EDU. To register for AAPEX, visit: www. aapexshow.com/register. Continental Names Howard A. Laster As Head of Aftermarket Segment NAFTA Continental Commercial Vehicles & Aftermarket, a supplier of OE-engineered aftermarket replacement parts for a range of automotive applications, has named Howard A. Laster as head of aftermarket – NAFTA Continental Commercial Vehicles & Aftermarket. Laster is responsible for overall business strategy, product quality and performance, as well as development of effective sales and marketing activities in North America for the Continental and VDO brand of products sold to the automotive aftermarket. The announcement was made by Jerry Gabbard, vice-president and gen-
eral manager, Continental Commercial Vehicles & Aftermarket-NAFTA, who noted, “Howard Laster has made a substantial contribution to the growth and success of our organization. This promotion reflects the outstanding leadership and performance he has demonstrated in the variety of challenging sales and marketing management roles he has tackled during his 19-year career with the company. We look forward to his continued leadership and guidance.” In his new role as head of the aftermarket, Laster is also charged with leading the company’s product management team, which is organized into three product marketing teams. Team leaders for the product groups include: Steve Landis - TPMS Replacement Parts and Automotive Electronic Innovations; Dan Caciolo - Engine Management, Fuel Supply and Brake Systems and Dave Maclay – HVAC, Door Systems, New Product Introductions & Cataloging. Laster is also responsible for guiding the Diagnostics & Services Business Team in the development of business with the automotive OEMs, commercial and specialty vehicle target markets as well as aftermarket innovations. www.ssgm.com
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|| LuK Technical Service Bulletin / Tech Tip
Clutch Repairs Made Easy:
Making use of something
we normally throw away From CSC Quick Disconnect to Bleeding Tool
2. Pull the quick disconnect (Fig. 2) and the 2-inch piece of steel line out of the old slave cylinder.
Fig. 2 : Quick disconnect
3. Get a piece of 3/8” ID hose and push it on to the end of steel line (Fig. 3). Fig. 3 : Quick disconnect with hose attached
C
lutch replacement is a job that normally takes a good bit of time and we want the job to go right the first time. Whether it’s a 4-wheel drive Ford F450 or a Chevrolet Cobalt, we do not want to do the job twice, but that’s exactly what may happen if the clutch installation does not go right. The first and most common issue with a new clutch replacement is getting the hydraulic system bled of air. It is, easily, the most common problem on a new clutch install. With today’s “fluidless/dripless” quick disconnect at the clutch slave cylinder, we disconnect the line coming down from the master cylinder, take the transmission out, replace the clutch and reconnect the line, and expect things to be perfect. However, that’s not always the case. Air gets into the hydraulic system requiring us to bleed the system, and that can be much easer said than done. With just a few quick steps, we can recycle part of an old concentric slave cylinder, that we would normally just throw out, to create a bleeding tool. 1. D rive the drift pin (Fig. 1) out of the old slave cylinder.
You now have a bleeding tool that will help in making the critical job of bleeding the hydraulic system easier. 1. C onnect the tool you just made to the line coming down from the master cylinder. 2. S ubmerge the end of the hose in a vessel of clean fluid. Insure that the hose always stays submerged in the fluid so no air is drawn back into the hydraulic system. 3. H ave an assistant depress the clutch pedal slowly, while keeping a close watch on the fluid level in the master cylinder reservoir. Make sure that the fluid level in the reservoir does not go below the “low fluid” marks. 4. R epeat the process until all that is seen being pumped through the system is clean hydraulic fluid. 5. D isconnect the tool from the hydraulic system in the vehicle and from the quick disconnect up to the master will be bled of air. This is an great example of recycling something we normally would throw away to make our job easier and more efficient.
Fig. 1: Drift pin 32 SSGM September 2014
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SSGM BAYWATCH New Products
Denso O2 Sensor Oxygen sensors, also known as Lambda sensors or O2 sensors among some vehicle manufacturers, are among the most sensitive and critical components on your car’s engine. Denso First Time Fit Oxygen Sensors are products built and tested to OE-standard offered to independent repair facilities. Each of these products is precision-built for exact replacement so you don’t have to worry about doing the same job twice. Denso http://densoautoparts.com/oxygen-af-sensors/oxygen-sensors
ProMax Ceramic Plus Brake Pads are 2021 Compliant
OEM-Grade Leak Detection Kit The Tracerline EZ-Ject A/C and Fluid Kit (part no. TP-8657) pinpoints leaks in A/C and fluid systems. It features concentrated, premium-quality, OEM-approved fluorescent dyes. The dyes are used and approved by more major OEM manufacturers than any other brand. Some of these manufacturers include BMW, Chrysler, Ford, GM, Nissan and VW, among many more. The TP-8655 OPTI-PRO Plus features a cordless, “true UV” (violet light) LED leak detection flashlight with convenient on-board recharging. It emits less visible light, making leaks clearer and easier to spot. Its highoutput LED provides optimal fluorescent dye response and contrast, ensuring that every leak glows brilliantly. Also included in the kit are an EZ-Ject A/C dye injector assembly with hose and coupler, a 0.5 oz EZ-Ject R-134a/PAG multidose A/C dye cartridge for servicing up to 14 vehicles, a 1 oz bottle of Dye-Lite All-In-One full-spectrum dye for all oil-based fluid systems, a 1 oz bottle of DyeLite Rite-Blend extended-life coolant dye, a smart AC charger and fluorescenceenhancing glasses. All components are packed in a sturdy carrying case. Tracerline www.tracerline.com
ProMax Ceramic Brake Pads are 2021 Compliant
ProMax Semi-Metallic Brake Pads are 2025 Compliant
ProMax Drum Brake Shoes are 2025 Compliant
Cardone Reman Parts Cardone announced the release of 48 A1 Cardone reman numbers and 21 Cardone Select new part numbers. This release features new SKUs, including electronic throttle bodies, brake calipers and power steering pumps. Cardone
www.cardone.com
www.ssgm.com
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Precision Brand Precision Engineering Precision Performance
®
www.autopartsdepot.ca September 2014 SSGM 33
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SSGM Automotive Automotive Internet Directory Internet Directory Service Station and Garage Management
.com
Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.ssgm.com. Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.autoserviceworld.com. Tofind findout outhow howyour yourorganization organization can included in this directory on web, the web, contact marc@ssgm.com. To can bebe included in this directory andand on the contact aross@jobbernews.com
AUTOMOTIVE ELECTRONICS Allan’s Automotive Electronics Ltd.
www.allansautomotive.com Phone: 780-469-8060 Your Automotive Test Equipment Repair Specialist Tool Sales and Service. We provide service and warranty for most makes of automotive test equipment.
AUTOMOTIVE PARTS & ACCESSORIES Aisin World Corp. of America, Inc. (AWA), a leading Tier One automotive components supplier and one of the world’s largest manufacturers of aftermarket parts. AISIN’s original equipment technology and know-how is used to ensure product quality and reliability. To learn more about our products, request a catalogue today. www.aisinaftermarket.com
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 Standard Auto Wreckers View Our Online Inventory @ www. standardautowreckers.com or call 416-286-8686. Experienced Shipping Department to Ensure Parts Arrive Safely.
BUSINESS MANAGEMENT SERVICES
Goodyear Engineered Products www.goodyearep.com/aftermarket Research and testing. Just two of the reasons Goodyear automotive replacement products deliver the ultimate in performance and value.
The Automotive Aftermarket E-Learning Centre Ltd www.aaec.ca AAEC - BEST - Business Evaluation Support & Training - Instructing and Coaching with the Proven Business Management Tools that drives a shop’s Bottom Line, Team Culture and Marketplace Credibility.
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
Vehicle Integrity Manager www.vehicleim.com/ More than just a replacement for your inspection sheet. Electronic Inspections are just the beginning!
S.B International Inc. www.sbintl.com “We keep engines humming”
ADVERTISERS INDEX
ADVERTISERS’ INDEX
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.
TOOLS & EQUIPMENT AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies. Auto Test Tools.ca
Your one stop for specialized diagnostic tools and accessories. Contact; www.auto-know.com, ronbrown@on. aibn.com, 1-800-665-8773
WAREHOUSE DISTRIBUTORS & BUYING GROUPS Bestbuy Distributors Limited www.bestbuydistributors.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
Marketplace
Company Page # Advics North America (www.advics-na.com).....................................................................................IBC Agna Brakes (www.agnabrakes.com) IFC Advertiser Page................................................................................................ # Website Advertiser Page # Website Aisin Industries (www.aisinusa.com) ................................................................................................... 31 Akebono Brake Corporation (www.akebonobrakes.com) ....................................................................11 ACDelco............................................... 36................... www.TechConnectCanada.com LIQUI MOLY......................................... 22.......................................www.liqui-moly.us Arkema Industries (www.arkema-inc.com) .......................................................................................... 30 BMW Group ....................................... 35........................................... www.bmw4ir.ca Mitchell 1............................................ 25.....................................www.mitchell1.com Arnott Industries (www.arnottindustries.com) ...................................................................................... 37 Bestbuy Distributors Limited (www.bestbuydistributors.ca) ................................................................... 9 Cardone. ................................................ 7....................................... www.cardone.com ProMax Auto Parts Depot. Chevron Global Lubricants (www.chevronlubricants.com) ............................................................. OBC.................. 33.............................. www.autopartsdepot.ca Federal-Mogul Corp./Fel-Pro Gaskets (www.federalmogul.com, www.felpro-only.com) .................... 29 Chrysler Canada. ................................... ............................................ www.mopar.ca Trico Products. ..................................... 17...............................www.tricoproducts.com Reach Key Aftermarket Players. Federal-Mogul Corp./Wagner Brake 9.(www.federalmogul.com, www.WagnerBrake.com) ................. 21 Inroble International (www.inroble.com)............................................................................................... 25 Across Canada. Every month. Chevron. . ............................................. 19. . ....................................www.Havoline.com UCI FRAM-Group. . ............................... 11. . ..........................................www.Fram.com PIAA Corporation (www.piaa.com) ...................................................................................................... 22 From less than $150 a month. Proforce Automotive (www.proforceautomotive.com) .......................................................................... 15 UCI FRAM-Group (Prestone)................. 5.For ...........................................www.Fram.com DENSOAuto Products & Services 15.......... www.densoautoparts.com/alternators more info, contact the Promax Parts Depot America..... (www.autopartsdepot.ca) ............................................................................. 5 Schaeffler Group USA Inc. (www.Schaeffler-Aftermarket.us)................................................................ 7 publisher at VL Communications............................ 29...........................................www.vlcom.com Ford Motor Canada............................. 13. . ............................................... www.ford.ca Shrader Canada Limited (www.shradercanada.com) ......................................................................... 24 aross@jobbernews.com or Tenneco, Shocks & Struts (www.monroe.com) ........................................................................ 8 WORLDPAC............................................ 2........................ www.worldpac.ca/wanted6 GabrielMonroe Canada.................................... 24.........................................www.gabriel.com call toll free from Canada Transbec Inc. (www.transbec.ca) ......................................................................................................... 23 TubIdentifix. O’Towels (www.tubotowels.com) 10 31.....................................www.xrfchassis.com 1-800-268-7742 ext. 6763, or from .............................................. 23.................................................................................................... ............................ www.ssgm.identifix.com XRF Inc................................................. Veyance Technologies (Goodyear Engineered Products, www.goodyearep.com)............................. 13 the U.S. 1-800-387-0273 W-D 40 Company (www.wd40.com) .................................................................................................... 14 ext. 6763. XRF (www.xrfchassis.com) .................................................................................................... 27 34Chassis SSGM September 2014 www.ssgm.com
this is April’s index
JOBBER NEWS / MAY 2014
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Buy. Sell. Employ. Search.
Jobber News Marketplace Classifieds
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MAKING THE RIGHT CHOICES REQUIRES THE RIGHT INFORMATION. FIND THE RIGHT INFORMATION ON BMW4IR.CA. Introducing bmw4ir.ca – BMW Group Canada’s portal for independent repair facilities performing quality repairs on BMWs and MINIs. Service your customer’s vehicle with confidence by having all the information you need – right at your fingertips, 24 hours a day, 7 days a week. By signing up for bmw4ir.ca today, you will immediately benefit from: • • • • •
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Visit bmw4ir.ca today to setup your account, and register to enter the Star Approved Tires Promotion for your chance to win a BMW M Watch. To learn more, contact your BMW or MINI Retailer.
BMW GROUP ©2014 BMW Canada Inc. “BMW”, the BMW logo, BMW model designations and all other BMW related marks, images and symbols are the exclusive property and/or trademarks of BMW AG, used under licence.
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