Examples

• Level 1 read e-mail, notes from other colleagues and short descriptors on parts.
• Level 2 read comments from service representatives and customers on work orders to get subjective accounts of problems and understand work scheduled for customers' vehicles.
• Level 2 read instructions and safety warnings on product labels and notes on assembly diagrams.
• Level 2 read articles about service and repair innovations in automotive periodicals and magazines to broaden their knowledge of the automobile service industry.
• Level 2 read bulletins and incident reports received from automobile manufacturers that describe recall details and recurring faults with particular models.
• Level 3 read repair manuals. They read manuals to find technical information for each model so that they can diagnose and repair mechanical faults.

Examples

• Level 1 observe the handling, safety and hazard symbols on parts to be installed, moving parts and hazardous materials.
• Level 2 scan the labels on automotive parts for part numbers, serial numbers, sizes, colours and other information. They confirm that parts they have been given are the ones specified on work orders and repair manuals before using them.
• Level 2 fill out job estimates as well as problem, defective parts identification and warranty forms. They also fill out motor vehicle inspection forms and fleet maintenance forms to highlight any deficiencies and to establish that regular maintenance has been performed. They may also fill out accident and insurance forms to give professional opinions about of the causes of accidents and the extent of resulting damage.
• Level 3 obtain information about vehicles to be serviced by looking at work orders. They scan for details such as car make, model and year, service operations required and the time for pick-up. They may also read short descriptions of problems provided by the customers or service advisors.
• Level 3 enter repair and service data onto work orders or into electronic billing and database systems. They enter the time spent, parts used and steps taken to repair each car. They may add comments to explain unusual repairs or additional parts used.
• Level 3 find out about electrical, hydraulic, coolant and other systems by studying schematic diagrams. For example, a technician might locate the devices and connections in the accessory circuit as the preliminary step in repairing a faulty radio.
• Level 3 take information from diagnostic graphs on analysis scanners that display operational data for automotive systems. The displays indicate the location of the faults. The technicians then integrate this with information from other sources such as their own observations.

Examples

• Level 2 write brief notes on the back of work orders describing repairs to customers' cars. They may also make notes of advisement or for educational purposes to enable technicians or service advisors to educate the customers regarding the operation and maintenance of their vehicles.
• Level 2 write brief e-mail. They write short notes on web forums and technical support sites. They request information about unusual or difficult repairs, and supply it to other technicians.
• Level 3 may write letters to fleet contractors. For example, they may write letters to police forces promoting repair services and asking to be considered for fleet maintenance and repair work.
• Level 3 may write longer letters for police and insurance investigations describing the causes and physical results of accidents. They have to write carefully because these letters may be entered as evidence in legal proceedings.

Examples

• Level 1 may submit receipts for reimbursement from petty cash for small parts bought.
• Level 1 read gas, temperature and oil pressure gauges to determine operational status of vehicles. They also take tire pressure readings using a gauge.
• Level 1 monitor oil, transmission and brake fluid, and engine coolant measurements to ensure proper operational levels are maintained.
• Level 2 calculate the total costs of repair jobs including parts, labour rates, mark up and taxes, and enter the figures on estimates or finished work orders.
• Level 2 measure tightness of bolts and fasteners with torque wrenches. For example, automotive service technicians measure the tightness of fasteners on wheels or engine timing chains expressed in inches per pound or feet per pound to ensure that the fasteners are tightened to the same degree.
• Level 2 analyze readings from tests of vehicle electrical systems to diagnose faults such as an engine that will not start.
• Level 2 estimate the amount of time it will take to finish jobs and have vehicles available for customers.
• Level 2 estimate the amount of wear or useful life remaining for parts such as tires, brake pads and exhaust systems.
• Level 3 measure mechanical parts such as cylinder walls, brake disks and bearings using callipers, dial micrometers and plastigauge strips. Measurements are within thousandth of an inch and tools such as dial micrometers may require complex set-up procedures. Technicians require expertise to read and use equipment such as callipers and micrometers.

Examples

• Level 1 give instructions and guidance to shop helpers.
• Level 1 speak with supervisors and co-workers throughout the day to establish what jobs need to be done and who will be doing them.
• Level 1 inform supervisors and customers if jobs are going to take longer than expected.
• Level 2 order parts and supplies from parts department, automotive suppliers and 'jobbers.' They also call parts department staff and service support representatives to gain more information about the use and installation of parts.
• Level 2 respond to inquiries from junior colleagues and co-workers.
• Level 2 explain general and regular vehicle maintenance procedures to customers.
• Level 3 speak to customers and service advisors either in the shop or during test drives to gain information about vehicle repairs.
• Level 3 respond to customer complaints regarding quality, cost or duration of repairs.
• Level 3 participate in discussion groups and learning seminars with co-workers and supervisors to share experiences, discuss problems and learn new methods of increasing productivity and providing customer service.
• Level 3 may give expert opinions to police and insurance representatives regarding the mechanical causes and consequences of vehicle accidents.

Examples

• Level 1 find that parts needed for repairs are not available in stock or the wrong part has been delivered. They rectify the situation as soon as possible by reordering or contacting alternate suppliers.
• Level 2 may spend more time on jobs than anticipated. If their repair schedules are filled, they work overtime to meet deadlines.
• Level 3 may not detect logical causes of problems even after troubleshooting them. Other technicians and specialists may be called in to assist to help resolve the problem.

Examples

• Level 1 decide the order of repair and maintenance jobs. For example, priority may be given to small and regular maintenance work that can be turned around quickly or to fleet and commercial work that must be completed to keep those businesses operational.
• Level 1 decide which tools to use, procedures to follow and tests to perform in order to diagnose and repair vehicles.
• Level 2 decide to replace worn parts when repairs are not feasible or economical.
• Level 2 decide on the most efficient course of action to complete particular jobs. For example, a technician may remove a radio by taking out the dashboard panels on either side to access the mounting screws and wiring.

Examples

• Level 1 evaluate the usefulness of shop tools to see if they are suitable for work on new models of vehicles.
• Level 2 assess the condition of critical parts and systems, such as brakes, tires and exhaust systems.
• Level 2 weigh the reliability of information received from customers and its relevance to repairs. For example, they may discount customers' denial of responsibility when they see premature wear of clutches caused by 'riding' or overuse.
• Level 3 evaluate the complexity of jobs to determine if they can successfully carry them out.

Examples

• remember basic settings and specific tolerances such as air pressures, bolt tightening sequences and torque wrench settings.
• remember previous repairs that give insight into current jobs of a similar nature.
• remember the names of frequent customers and the makes of their vehicles.

Examples

• Level 1 find information on stickers, labels, assembly drawings and repair manuals to determine proper use, application and installation of parts and supplies.
• Level 2 call technical support lines, provided by automotive dealers and parts suppliers, to answer specific service and repair operations questions.
• Level 2 access online databases such as AllData, Mitchell or OnDemand 5, choosing from a list of car makes and models for assembly and schematic drawings of parts, hierarchical systems and subsystems, parts lists, installation procedures and standard amounts of labour for specific jobs.
• Level 2 review displays on computerized scanning equipment, onboard vehicle sensors and hand-held diagnostic tools to gain operational information about vehicles.

Examples

• Level 2 use word processing. For example, they may write professional letters to organizations such as police and insurance brokers to present the results of mechanical inspections.
• Level 2 use databases. For example, they may log into the company database to access job assignments, input information on new jobs, retrieve and review past service information and complete work orders.
• Level 2 use communications software. For example, they may exchange e-mail with other technicians, service managers, colleagues at other locations and manufacturers' support specialists.
• Level 2 use the Internet. For example, they may access manufacturers' web sites to access recent technical service bulletins, parts and components information, recall notices, frequently asked questions and specifications.
• Level 2 use other computer and software applications. For example, they may use engine analyzers to display operational data, diagnostic scanners to access data from vehicles' onboard sensors and computerized machinery such as wheel alignment machines.

Physical Aspects

Automotive service technicians are constantly in motion. When completing jobs, they move around, under and inside vehicles. They may have to lift heavy weights. Their senses of sound, sight, smell and touch are important in their analysis of automotive faults.

Attitudes

Automotive service technicians must have a patient, logical and practical approach to work. They must also be open to new ideas and accept change.

Future Trends Affecting Essential Skills

Automotive service technicians will increasingly rely on computer skills in both diagnosis and repair as the trend toward more sophisticated electronic vehicle systems continues. As vehicles become more complex and as diagnosis and repair information is increasingly accessed through technological sources, the essential skills of continuous learning, reading and thinking skills (finding information) will play an even more important role in the occupation.