Technicians are motivated by many different opportunities and challenges. In order to hire and develop great technicians, employers need to follow a complex formula that can be divided into several categories.
Most in this industry have encountered that technician whose talents come naturally; they were born with a mechanical gene. These techs are motivated by the sheer satisfaction of completing the challenge.
But not all techs are like this. For some, finding solutions is more complicated and can be somewhat frustrating. As long as they have positive energy and a “don’t give up” mentality, they can be molded into the perfect technician.
The most important necessity is educating them on today’s technology, how to access information and the rewards of completing the challenge in a timely and efficient manner. This can be difficult at times because these technicians are not motivated just by money, but by the pride of accomplishing the repair and doing it well.
More than just a job
With the abundance of vocational high schools and colleges, most shops have the opportunity to attract smart, energetic and talented people. These technicians are not looking just for employment, but for a career as well. Shop owners must be prepared to offer a career package that includes competitive wages and good benefits.
Aside from money, an organized work area and regular training are other factors that help draw in great technicians.
In order to do that, your service facilities need to be reviewed from a neutral perspective. Are you providing the type of environment that is attractive to today’s employees? Are work areas conducive to being productive? Do technicians have access to information they need at their fingertips?
Creating efficiency
Many businesses are making the investment to have each technician’s workstation equipped with a computer and Internet access. As in other areas of life, creating greatness requires making an investment. Are technicians in your shop being provided with the tools required to accurately service today’s vehicles?
In addition to the scan tools and information systems used, training should also be considered a tool. What has seemed like a lull in the past few years has now turned into an abundance of training opportunities for technicians. Many parts suppliers have stepped up to the plate and are presenting quality classes with national caliber trainers. These classes are no longer “marketing” seminars.
There also has been an onset of independent training companies launched to help develop curricula that is affordable and highly educational.
These online courses give shop owners the opportunity to provide training at the technician’s convenience. They also allow techs to participate at their own pace.
Building blocks for confidence
The industry should be reminded that the best technicians did not acquire their skills overnight. They spent hours and eventually years learning theories, systems and tricks of the trade, working hard to achieve their knowledge. Over the years, many great techs have been created by their sheer attitude, enthusiasm and zest for learning, and they should be rewarded for such.
Creating a team spirit that conveys an attitude of “we’re in this together” helps foster confidence within a business. There is nothing worse for a technician than having a problem vehicle and feeling abandoned by co-workers. Keeping technicians on an hourly pay basis rather than on commission may help achieve a team-oriented atmosphere. As the saying goes, “Sometimes two heads are better than one.”
One of my most rewarding experiences has been helping a technician comprehend the power of the Internet. We have all encountered someone who refuses to use the tools available at our fingertips. One technician had no interest in computers or the Internet, except for our repair service information.
About three years ago, he encountered a problem Chrysler. He investigated a number of sources but could not find the issue. With a little support, we tackled posting the problem together on iATN. Within an hour, the problem was solved.
This technician was able to experience firsthand the power he had at his workstation. Did he learn about this tool while kicking and screaming all the way? Yes, but now he uses this tool when he gets in a pinch. It was very rewarding to see the light bulb turn on.
One of the best quality control features for shops may be an overnight road test on all major jobs or problematic vehicles by an owner, service advisor or lead technician. What this does is create a safety net to ensure the quality of the job and enforce the idea that quality control is a team effort.
Looking ahead
The Cooperative Automotive Service Technicians (CAST) program works to educate entry-level technicians and keep them in trade school until graduation. Basically, technicians enrolled in the program attend college on a full-time basis and a shop pays their tuition.
In general, once a technician graduates, he or she is committed to work full-time for two years at the sponsoring shop. After two years, if the student leaves, the tuition is considered paid in full. If the technician leaves before two years employment, the technician is responsible for reimbursement.
The program mirrors those offered by manufacturers, only it creates a pool of technicians for the independent repair shops. While attending college, technicians learn suspension and steering theories but receive real-world experience on how to operate an alignment machine at a shop.
More than hands-on
While learning in the shop environment, technicians gain knowledge that allows them to build confidence. By performing tasks repeatedly, they are able to gain speed while maintaining quality and accuracy.
When it comes to educating today’s technician, trade schools may want to consider turning their two-year program into a four-year bachelor’s program. In order to be a well-rounded professional, most would argue that the student not only needs vocational classes but also courses in computers, English, math and science.
Leadership is crucial
Mark Moses from Moses Automotive in Toledo, Ohio, has been in the industry for over 25 years and has his own formula for creating great technicians.
“Leadership requires both the head and the heart,” he says. “Hire for attitude and train for success.” He also recommends doing your homework. “Get involved with your local vocational programs and get to know your potential employees. I also suggest that you evaluate a new employee just like you would with your retirement income. Do they have the ability to learn? Do they have a career in mind vs. just a job? You must be willing to invest in your employees and most certainly, make sure you can expect a return on this investment.
“The most significant thing you can do is not to be scared to spend training dollars,” continues Moses. “How? Ask the employee to sign a promissory note to cover the cost of your training investment. The note can be forgiven over time if they continue to work for you. Consult an attorney to make sure it [is legal]. The program works for the military and most large employers and can also work for you. If the employee is not willing to sign the note, find a new employee.”
Investment in training
Training continues to be a key word for technicians. At many shops, training classes for all employees — both technicians and service advisors — are paid for by management.
It is easy to have a shortsighted vision when a shop is busy, but training is a commitment that is very important to make. Technicians need to be viewed as assets; learn how to maximize your asset through education.
A local Automotive Service Association (ASA) chapter recently brought in a national trainer for hybrid vehicles. Classes were held at a local vocational high school and any student or instructor was allowed to attend for free. Students spent an entire Saturday learning about hybrid vehicles — technology that will become prevalent in our future. They paid attention, asked great questions and appreciated the opportunity to attend. Every shop should encourage their employees to attend events like this.
At a training seminar last fall, speaker D.J. Harrington made a great statement. The forum was a group from the towing industry. When Harrington speaks in front of an audience, he dresses like a doctor. On his lab coat, he has a big patch that reads “EMS” — Educate, Motivate and carry Solutions.
“Help people develop from within — so they don’t go without,” advises Harrington.
This powerful statement should serve as an everyday reminder to the entire service industry that we need to prepare ourselves and our employees for long-term success. And the only way we can do that is to work toward planning for tomorrow today.
