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PREFACE:

This book was created to help you on your path to a career in the transportation industry. Employability basics covered early in the text will help you get and keep a job in the field. Essential technical skills are built in cover to cover and are the core building blocks of an advanced technician’s skill set. 

This book also introduces “strategy-based diagnostics,” a method used to solve technical problems correctly on the first attempt. The text covers every task the industry standard recommends for technicians, and will help you on your path to a successful career.

 As you navigate this textbook, ask yourself, “What does a technician need to know and be able to do at work?” This book is set up to answer that question. Each chapter starts by listing the technicians’ tasks that are covered within the chapter.

 These are your objectives. Each chapter ends by reviewing those things a technician needs to know. The content of each chapter is written to explain each objective. As you study, continue to ask yourself that question. Gauge your progress by imagining yourself as the technician. 

Do you have the knowledge, and can you perform the tasks required at the beginning of each chapter? Combining your knowledge with hands-on experience is essential to becoming a Master Technician.

 During your training, remember that the best thing you can do as a technician is learn to learn. This will serve you well because vehicles keep advancing, and good technicians never stop learning. Stay curious. Ask questions.

 Practice your skills, and always remember that one of the best resources you have for learning is right there in your classroom.Diagnostic problems can be very challenging to identify and correct in a timely and efficient manner. Technicians will find that having a plan in place ahead of time will vastly simplify the process of logically and systematically (strategically) solving problems. 

The plan should be simple to remember and consistent in its approach; yet it must work for the entire range of diagnostic problems that technicians will encounter. In this way, technicians will have one single plan to approach any diagnostic situation they may encounter, and will be confident in their ability to resolve it. 

This problem solving plan is called the Strategy-Based Diagnostic Process. The strategy-based diagnostic process is focused on fixing problems correctly the first time. It is a scientific process of elimination, which is much the same process as a medical doctor uses for their diagnosis. It begins with identifying the customer’s concern and ends with confirming that the problem has been resolved. 

The purpose of the problem-solving process is twofold: to provide a consistent road map for technicians as they address customer concerns that require diagnosis, and to ensure that customer concerns are resolved with certainty.

 This process simplifies the problem-solving portion of the repair, making the job easier for the technician; it prevents technicians from having to work on the same job more than once; and it all but eliminates customer comebacks. While repeat customers are good for business, a customer coming back with the same problem is not. 

The customer is likely to be upset and the technician is likely to be working for free. In order to avoid this scenario, it is imperative to address customer concerns correctly the first time. Proper diagnosis is important to consumers and to the federal government.   Federal and state law protects consumers against the purchase of vehicles with significant persistent defects. Technicians are held to a standard of reasonable repair times and limited visits for the same concern. 

Although the law varies from state to state, this means technicians must not return a vehicle to a customer without addressing the customer’s original concern. Also, technicians cannot make the vehicle unavailable to the customer for a long period while the vehicle is being repaired. The purpose of the state and federal laws is to protect consumers buying new vehicles.

 Failure to comply with the state and federal law can be very expensive for the dealership and manufacturer. Although most state laws hold the manufacturer directly responsible, dealerships are also hurt by a loss in sales revenue, a loss in repair revenue, and irreparable damage to their customer and sometimes manufacturer relationships.

 Many state laws hold the manufacturer responsible for full purchase price, incurred loan fees, installed accessories, and registration and similar government charges. This can be a heavy cost on top of the value of the vehicle itself