FINANCIAL FIGURES

USING AN AUDIT TO MEET NEW

BUSINESS CHALLENGES 16

DECEMBER 2020
VOL. 139, NO. 12 //
ADVANCING THE AUTOMOTIVE SERVICE PROFESSIONAL SINCE 1899
VEHICLESERVICEPROS.COM

INS
EF IDE: 34
FIC US
IEN ING
TD A
IAG DS
NO O FO
ST
ICS R

24

EXPANDING YOUR
DIAGNOSTIC
CAPABILITIES
Advanced
d dealer
d l di diagnostics
i with
i h OEM software
f

44 FOUNDATIONAL
STRATEGIES
Learning from my own experiences and the
experiences of others

56 ARE YOU DEF?

Understanding diesel after-treatment
systems and how to repair them
STILL
WAITING
FOR PARTS?

AUTOMOTIVE PARTS ASSOCIATES’ MEMBERS

HAS THE AUTO PARTS YOU NEED - FAST
FIND AN APA ONLINE RETAILER OR LOCATION NEAR YOU

www.APA.parts
 Talk Shop Anytime

DECEMBER 2020
VOL. 139, NO. 12 //
ADVANCING THE AUTOMOTIVE SERVICE PROFESSIONAL SINCE 1899 VEHICLESERVICEPROS.COM

OPERATIONS
PROFIT MOTIVE

8 MASTERING THE ART OF POSITIVE

COMMUNICATION
Use these tactics to better your shop
CHRIS “CHUBBY” FREDERICK // Contributing Editor

12 COUNTING CARS — IS MORE BETTER?

Evaluate your service processes before looking to
bring in new business
JOHN BURKHAUSER // Contributing Editor

FINANCIAL FIGURES
44
16 USING AN AUDIT TO MEET NEW
BUSINESS CHALLENGES
A “Business Opportunity Audit” needs to be part of
long-range planning
BOB GREENWOOD // Contributing Editor
TECHNICAL
ASA INSIGHT
24 GETTING YOUR FLASHER TO SCAN
Advanced dealer diagnostics with OEM scan software
18 U.S. HOUSE CONSIDERS FEDERAL DAVE HOBBS // Contributing Editor
APPRENTICESHIP PROGRAMS
Passage would mark historical investment in 34 THE SCOPE OF THE SITUATION
workforce training Using a digital storage oscilloscope for efficient,
ROBERT REDDING // Contributing Editor accurate diagnostics
BRANDON STECKLER // Technical Editor
SHOP PROFILE

20 THE POWER OF PASSION 41 LET THERE BE LIGHT

A love for Volkswagen guided this shop owner’s The importance of headlamps and their impact on driver safety
pursuit of success BRANDON STECKLER // Technical Editor
ROBERT BRAVENDER // Contributing Editor
44 FOUNDATIONAL STRATEGIES
Learning from my own experiences and the experiences of others

20 RICHARD MCCUISTIAN // Contributing Editor

50 A TRANSDUCER IN THE SURGE TANK?

There was a combustion leak in the engine, but where?
MICHAEL EILBRACHT // Contributing Editor

54 SO YOU WANT TO BE A TECH SUPPORT

SPECIALIST?
Understanding the critical role of playing puppet master
BRANDON STECKLER // Technical Editor

58 ARE YOU DEF?

Understanding diesel after-treatment systems and
how to repair them
EDWIN HAZZARD // Contributing Editor

64 FINDING THE CAUSE OF BATTERY DRAIN

The easy way to find and fix parasitic drains
PETE MEIER // Director of Training

V E H I C LE S E RV I C E P R O S .C O M VO L .13 9 .12 1
 IN EVERY ISSUE
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 INDUSTRY NEWS
BREAKING
NEWS

INDUSTRY EVENTS

ASA AFFILIATES UNITE

FOR 2021 ASA X50
CONFERENCE & EXPO
The Automotive Service
Association, a national
training leader for the automotive
service and collision repair
industries with its network of
INDUSTRY TRENDS
ASA Affiliates across the United

DISCRETIONARY SPEND HELPED States, will host its first multi-day

virtual conference and expo on

AFTERMARKET RETAIL SALES April 30 - May 1, 2021.

KRISTA MCNAMARA //
Editorial Director
In a look back on what was
deemed “a fascinating year,”
market research firm NPD Group gave
insight on retail trends and miles driven
in the industry and what we can expect
going forward.
Nathan Shipley, executive director of
industry analysis, automotive, presented
“Retail & Aftermarket Trends” as part of
this year’s virtual AAPEX experience.
While he deemed it challenging in a
normal year to forecast out 12 months,
this year has left many uncertainties in
predicting the market next year as a host
of elements are out of our control — in-
cluding weather, working at home and
even back to school schedules. But he
delved into the retail environment and
some of the trends they’ve seen.
The retail environment
Shipley outlined five phases consumers
and retailers will move through during
the public health crisis:
1. Realization – Awareness and ini-
tial reaction to crisis
2. Reality – Stores open, yet vehicles
sit idle throughout the country. Miles
driven declines significantly.
>> NPD CONTINUES ON PAGE 6
ASA X50 “Uniting Our Voice,
Uniting our Industry” will create a
diverse training lineup of courses
and instructors that will provide
ASA members and attendees
with a high-tech learning
experience and virtual expo
that promises to be a unique
experience for shop owners,
technicians, service writers and
managers in the automotive
repair and collision sectors.
“In working with our affiliates,
ASA’s primary interest with this
virtual conference and expo is
to build on the success of every
automotive professional who
>> ASA CONTINUES ON PAGE 5

TRENDING

VIRTUAL AAPEX OFFERS MITCHELL 1 MANAGER SMP LAUNCHES EZ-COLLETS APP HELPS PARTNERSHIP CREATES
TRAINING SE ADDS REPORTS EDUCATION PROGRAM BALANCING JOBS NEW SCHOLARSHIP
The Virtual AAPEX With the latest release of Standard Motor Products, The new EZ-COLLETS Women in Auto Care
Experience provided Mitchell 1’s Manager shop Inc. has launched the app will help technicians and Garage Gurus have
training, insights and management system, shop Automotive Education choose the correct tools partnered to create a
connections to help reports can be accessed Program to assist for their specific wheel new scholarship program
prepare shop owners, anywhere from the cloud, instructors and help balancing jobs, provide a for the upcoming Spring
service advisors and techs making it convenient to automotive technology faster setup, help improve 2021 semester. The
during unprecedented track performance while students develop skills balancing accuracy and program will create 12
times. away from shop premises. they can use in the bay. ensure rim protection. scholarships.
MOTORAGE.COM/VIRTUAL MOTORAGE.COM/REPORTS MOTORAGE.COM/AEP MOTORAGE.COM/EZAPP MOTORAGE.COM/SCHOLAR

4 DECEMBER 2020

>> ASA CONTINUED FROM PAGE 4
attends,” said Ray Fisher, AMAM,
President/Executive Director of ASA.
“Our virtual platform will provide
attendees opportunities to learn from
and interact with instructors, sponsors
and their peers in a way that uses
the latest technology to strengthen
their networks and build their industry
knowledge. We continue to take our
services to a new level, in a virtual
setting, with this conference to serve
the independent auto repair and
collision communities.”
What you can expect from the 2021
ASA X50 Automotive Conference &
Expo:
An “out of this world” Virtual Expo
with leading vendors in the automotive
LIQUI MOLY: DON’T SURRENDER TO PROBLEMS
MOTOR AGE STAFF //
The German oil and additive specialist
LIQUI MOLY is pursuing a highly coun-
tercyclical strategy in times of COV-
ID-19: Increasing investment instead of
cutting spending. Sebastian Zelger, CEO
of LIQUI MOLY USA/Canada, explains
why this strategy is so successful.
LIQUI MOLY is increasing its in-
vestments in marketing and person-
nel. How does this fit together?
We are not doing this despite
COVID-19, but because of Covid-19. To
get through difficult times safely, you
ultimately need more power and effort
than when the sun shines. Of course,
you can also hide away when a storm
rises. But then you no longer have your
fate in your own hands. We prefer to roll
up our sleeves and tackle the task.
Is the recipe for success that simple?
Basically, yes. Of course, a company
also needs the economic backbone to
be able to set such a course and sur-
industry, providing a “walk around”
experience where attendees can
explore new products and services,
get informational materials, visit with
vendor representatives “live” or watch
a video. Attendees will also have
plenty of one-on-one opportunities to
discuss ASA Member specials or even
schedule an appointment.
Outstanding panel discussions from
top industry experts and leaders on
relevant, trending and timely topics.
Worthwhile networking interactions
with your peers to share new ideas and
collaborate in ways that will enhance
your virtual experience and grow your
business.
Who should attend:
• Shop owners
vive. Here at LIQUI MOLY, we have the
advantage of standing on firm ground
and having made provisions. In a crisis,
accelerating instead of stepping on the
brakes also has a psychological com-
ponent that should not be underesti-
mated, including on the company’s own
employees. If you don’t have to fear for
your job, but on the contrary can now
show what you’ve got, you’ll act very
differently. Our customers have also
noticed this.
How is LIQUI MOLY getting
through the crisis with this approach?
Very well. We will probably not
achieve our original targets for this year.
But we are increasing our turnover com-
pared to the previous year – despite the
fact that people are driving between 30
and 40 percent less. In other words: We
have gained strongly in market share.
This puts us in a very good position
once COVID-19 is over.
In what way?
It’s very simple: When competitors
V E H I C LE S E RV I C E P R O S .C O M
INDUSTRY NEWS
• Shop managers
• Service advisors
• Technicians
• Collision professionals
The virtual training will take place
Friday, April 30 and Saturday, May
1. Content will remain online and
accessible on demand to registrants
for 30 days following the event. In
addition, students can revisit technical
and management sessions for
maximum value and learning impact.
ASA invites all industry partners and
supporters to be a part of this exciting
new event. Registration for attendees
will open on Monday, Feb. 1, 2021.
For sponsorship opportunities contact
ASA National at (817) 514-2900 or
email info@asashop.org.
make themselves scarce, are very hard
to reach, reduce their service and can’t
deliver goods, it is easy for us to con-
vince jobbers, workshops and car own-
ers to come to us.
Were there no problems?
Yes, of course, quite a lot. Just one
example: We traditionally maintain
very close contact with our customers,
visit them, offer on-site training and
organize many events. If a large part of
the work is based on personal contact, a
lockdown will first pull the rug out from
under your feet. However, it didn’t take
long and we offered the schooling in the
form of video conferences, for example.
This worked very well and our custom-
ers were grateful to be able to use the
lockdown for courses. In fact, we rarely
had as intensive and in-depth training
as in recent months. Our customers had
the time and were happy to refresh their
knowledge. It is important that you do
not surrender to problems, but try to
solve them.
VO L .13 9 .12 5
INDUSTRY NEWS
>> NPD CONTINUED FROM PAGE 4
3. Restart – Foot traffic increases,
consumers consider non-discretionary
purchases
4. Recovery – Categories begin to see
signs of growth, miles driven begins to
improve
5. Re-emerge – Back to business as
usual in some industries
“We are currently in the reality phase
of weak demand and an idle car park,”
Shipley said.
While the holidays approaching tend
to translate to a sales spike for many in-
dustries, the aftermarket has never been
a seasonal industry in terms of shopping.
But there is an opportunity to boost sales
because so many people have picked up
new hobbies in the garage over the past 6
months, Shipley said.
Things overall are trending gener-
ally positive for automotive aftermarket
retail — but based on location. Things
are down more on the coasts in light of
weather (wildfires and hurricanes, pri-
marily) and more stable in the Midwest.
Retailers with strong platforms are
finding growth through ecommerce,
notably as consumers have focused on
DIY projects at home and in the garage.
Shipley estimated the shift to ecom-
merce has accelerated 3-5 years due to
COVID and its impact on online sales.
Discretionary spending
preferences
A number of industries have seen an im-
ASE OFFERS TECHNICIANS
A SHORTER PATH TO FORD
TRAINING EQUIVALENCIES
The National Institute for Automotive
Service Excellence (ASE) announced
that the Ford Customer Service Divi-
sion (FCSD) offers the Ford Accepted
Service Training (FAST) Program,
6 DECEMBER 2020
pressive amount of demand in light of
remote learning, working at home, DIY
projects, cooking at home and more,
pushing retail demand higher in July
2020 compared to July 2019 levels.
Specific to automotive, the battery
category has grown $164 million year
over year from August 2019 to 2020.
But other industries were hit hard.
Apparel sales are down 20 percent and
declined $6.5 billion in June and July
alone, while areas like new home of-
fices, home schooling needs, new pets
and DIY projects took precedent.
DIY automotive maintenance is
also on the rise, with 40 percent of re-
spondents reporting no change in their
maintenance habits, but 28 percent say-
ing they are doing it themselves — 13
percent of which are doing projects or
work they’ve never done before.
Miles driven
Miles driven is down 15.3 percent year
to date through August 2020, while gas-
oline supplied has mirrored this, declin-
ing more than 13 percent so far in 2020
compared to 2019.
But there are opportunities for miles
driven to increase. Many are concerned
about mass transit, especially air travel,
leading into the holidays. So, this may
impact the amount of people who drive
instead.
“There are multiple stories within
the overall miles driven number; some
positive, some negative. For some, the 7
which provides technicians who have
professional-level ASE certifications a
shorter path to obtain course equiva-
lency credit toward Ford Service Tech-
nician Specialty Training (STST).
The program features include
credit for professional-level ASE
certifications that are aligned to the
Service Technician Specialty training
(STST) curriculum. Requirements
a.m. commute is dead for a lot of people;
likely permanently. Yet gas prices are
low and road trips are hot,” Shipley said.
As of mid-October, 26 percent are
planning more or at least one road trip
that they’d normally not take.
Driving patterns and therefore miles
driven are expected to have been per-
manently impacted by COVID, but long-
term behavior will ultimately determine
future trends, Shipley said. This means
general behavior will shift to reflect
more permanent emerging lifestyles,
such as new working patterns, school
considerations or entertainment hab-
its. And as unemployment continues to
drop, there is the expectation of miles
driven continuing to rise.
Retail aftermarket
performance
The retail, front-room aftermarket (Ad-
vance Auto Parts, O’Reilly’s, Pep Boys and
Walmart, Shipley said) has experienced
overall impressive growth in 2020. The
industry grew 4.4 percent in dollar vol-
ume during the most recent week. Year to
date, aftermarket retail is up 6.9 percent.
A big chunk of consumers spent
stimulus monies on discretionary
items. And 28 percent of recent after-
market purchases were influenced by
COVID — 13 percent said they had no
intentions of making purchases but did,
while the remaining 15 percent planned
purchases later in the year but bought
them early.
are a minimum of two years techni-
cian experience and successful com-
pletion of the professional level ASE
tests (A1-A9). This will give a techni-
cian an equivalency credit of up to 30
percent of the STST curriculum with
potential credit of up to 27 eLearning
courses. For more information, visit
www.newfordtech.com/Resources/
TrainingEquivalencies.
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 OPERATIONS // PROFIT MOTIVE
Mastering the art of positive
communication
Use these tactics to better your shop
W
hen I think about the
topic of this article,
I am reminded of a
popular quote by the
famous poet Maya Angelou. She said,
“People will forget what you said; peo-
ple will forget what you did; but people
will never forget how you made them
feel.” When you speak to your employ-
ees, your customers or even your family
members, are you making a conscious
effort to be positive? If you aren’t, that’s
a problem. Believe it or not, your words
matter. They have an impact on your
relationships and your workplace. And
that is why we practice this mindset at
ATI and train our shop owner members
to do the same.
To find out more about this topic and
how to apply it to your shop, continue
reading this article by ATI Performance
Coach LeAnne Williamson.
Some would say that we live in a
world that has chosen negativity to be
its primary way of behaving. Everywhere
people go and with everything people
see, negativity confronts us all squarely
in the face. Negativity is everywhere!
Dealing with negativity is a common
challenge in many areas: workplaces,
schools, places of worship, governments,
communities and families.
You see and at times experience
these negative behaviors when you in-
teract with others or just have others in
your sights or on TV: shaking heads, roll-
ing eyes, pursed lips, brush-offs, slam-
ming doors, put-downs, shrugs, grunts,
slaps in the face, pointing fingers, and
worst of all, language — the words we
choose to share with one another. It’s
unavoidable — you will deal with neg-
ativity every day from one source or
another. What must one do when they
want to keep positivity going and break
through the negativity?
Simply put, one must learn how to
deal with the negativity that comes from
others and attempt to influence the
change to positivity. One way to accom-
plish this is to start with one tool that is
absolutely within your control — the
WORDS we choose to share with oth-
ers! Those who choose negativity when
interacting with others are not necessar-
ily bad people. Often it’s just easier and
more comfortable for some than being
positive. The reality is that everyone is
designed to look out for their own self-
interests, but to be clear — how you re-
spond is a choice!
ONE MUST LEARN HOW TO
DEAL WITH THE NEGATIVITY
THAT COMES FROM OTHERS
AND ATTEMPT TO INFLUENCE
THE CHANGE TO POSITIVITY.
Interacting with others is vital to our
survival as a species. Many times, more
is accomplished working together than
when alone, especially in the workplace.
People interact with each other both neg-
atively and positively every day. Workers,
friends and families that are positive are
more likely to contribute and be kind,
patient, honest, encouraging, apologetic,
forgiving and caring. On the other hand,
people that are generally negative are
more likely to be fearful, gossipy, back-
stabbers, inflexible and blamers.
It’s clear to see how positive attitudes,
words, and behaviors make professional
and personal life much easier. It can even
positively impact sales performance and
customer service in your shop.
For example, between the two cus-
tomer dialogues below, which would be
more successful?
Dialogue A:
Customer: “Hi, I would like to have
my oil change done in about an hour.
Can you do that?”
Service Advisor: “No, we can’t do
that right now, but we may be able to do
8 DECEMBER 2020
 DESIGNED BY EXPERTS
TRUSTED BY DRIVERS

Whether your customers are commuting,

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OPERATIONS PROFIT MOTIVE
it later IF you can leave the car with us.”
OR
Dialogue B:
Customer: “Hi, I would like to have
my oil change done in about an hour.
Can you do that?”
Service Advisor: “Yes, we can do
your oil change today. This is what we
have available for waiting appointments:
_______ ,or you may leave the car with us
and we will get it done today by _____.”
If you said Dialogue B, most would
agree. The point is to be positive and
welcoming, not negative and standoff-
ish when dealing with customers.
So, what does it take to turn nega-
tive words into positives? First, find out
how you rank on the positivity scale by
requesting and taking ATI’s Positive At-
titude Assessment here: www.ationline-
training.com/2020-12. If you score more
toward the negative side, here are 10 tips
for changing your direction:
1. Change your attitude. You can
consciously decide to be positive. Atti-
tude is everything. Attitude is any belief
held in the conscious mind resulting
in an emotional feeling that the body
shares through words or behaviors.
If you change your attitude, you can
change your actions.
2. Work on your self-confidence,
fears and insecurities. Start by doing
your work and stop worrying about
what other people do. Excel at what
you do and say. Choose to be the posi-
tive influencer.
3. Choose words carefully. This
takes practice, but the gist is — think
before you speak. Ask yourself if what
you’re about to say will help or hurt the
situation. If it’s negative, but needs to
be said, determine how to make your
words constructive.
4. Help people become more
positive and happier. Recognize it’s
not always about you. It’s also about
the other person (i.e., your customer,
vendor rep, employee). Albert Einstein
10 DECEMBER 2020
said, “One exists for other people.” If
you make good things happen for other
people, in turn good things are likely to
happen for you.
5. Develop a sense of humor.
Don’t be so serious. Try to find the
humor in negative interactions. Laugh
at yourself and smile every chance you
can.
6. Focus on the positive. Don’t
allow your mind to go to the dark side.
Instead focus on what you like in a per-
son, place or situation.
7. Shut down all negative dia-
logue. If you’re having a negative dis-
cussion, change the tone with positive
language. Redirect a negative discus-
sion with positive words and transi-
tional phrases that allow you to change
the subject, such as “wow, really…” and
“now let’s get back to the …” You do not
have to participate in a negative conver-
sation if you don’t want to.
8. Give positive feedback. When
sharing feedback that may be perceived
as negative with a person or group, re-
move the “no, but…” statements and
replace them with “yes, and….” Or “yes,
and what about…...” statements. Keep
your feedback positive and encouraging
by using positive words. Other language
you can use to provide positive feedback
includes “I like the …; a concern may be
….; and a suggestion may be…”
9. Seek out other positive influenc-
ers. Surround yourself with people who
speak positive words and display positive
behaviors. Back off the negative — limit
your time with negative influencers.
10. Hold yourself accountable.
Own what you do wrong instead of
blaming others. Focus rather on per-
sonal accountability, solving the prob-
lem and improving future outcomes.
The technique of changing negative
words and attitudes is also beneficial to
sales. One of the most-spoken negative
words in the world is NO. By the time
a person is 18 years of age they have
heard the word NO approximately
21,000 times. Wow — how do we learn
to say yes at all after that many NOs
being driven in our minds? Well, be-
cause, all NOs are not the same — just
as in sales or influencing others to ac-
cept an idea, one must recognize what
the reason is behind the NO they are
receiving. People get rejected, rebuffed,
have negativity thrust upon them for all
sorts of reasons. The key is to use posi-
tive words while dialoguing to discover
“what’s in it for them,” “what do they
want out of this exchange.” Then you
will have the opportunity to influence
the NO to a YES. Watch out for negative
behaviors that will make it impossible
to get to YES. Here are a few undesirable
behaviors that thwart getting to YES:
apathy, cynicism, poor attitude, lack of
confidence, low self-esteem, know-it-all
and egocentric.
Applying this practice to your at-
titude and shop isn’t difficult or costly;
it just requires practice. Not doing so
may have consequences that reach far
beyond your awareness. We all know
that news of good deeds spreads more
slowly than news of horrible deeds.
It is a CHOICE. Be a force of good, be
positive, be open and care about others.
To find out how positive you truly are,
for a limited time you can take ATI’s Posi-
tive Attitude Assessment. Request it here:
www.ationlinetraining.com/2020-12.
CHRIS “CHUBBY”
FREDERICK is the
CEO and founder of
the Automotive Training
Institute. ATI’s 130 full-
time associates train
and coach more than
1,700 shop owners every week across
North America to drive profits and dreams
home to their families. Our 32 full-time
Certified Performance coaches have helped
our members earn over ONE BILLION
DOLLARS in return on their coaching
investment since ATI was founded. This
month’s article was written with the help of
ATI Performance Coach LeAnne Williamson.
chubby@autotraining.net
 OPERATIONS

COUNTING CARS – IS
MORE BETTER?
Evaluate your service processes first before looking to
bring in more business
JOHN BURKHAUSER //
Contributing Editor

M
any shop owners and
managers believe that
raising their car count
is the path to success.
More vehicles in and out, the more
money is to be made. It can work this
way, too, but I suggest that looking at
and tweaking your service processes
that you have in place today should be
considered before adding more vehi-
cles to your day. Because increasing the
number of vehicles will also increase
any inefficiencies that your shop has.
Realize that higher car count also
raises the denominator in the equation
for calculating Average Repair Order
(ARO). More vehicles means more tick-
ets divided into the dollars generated,
diluting the ARO.
With this in mind, you will better un-
derstand the approach I offer as a way to
increase ARO. As a matter of fact, some
of these ideas will naturally raise your
car count through best practices, giving
your shop the best of both sides of the
ARO equation.
But before we dive into the core of
this discussion, let’s look at one thing
that seems to be lost when looking for
higher car counts — the wear and tear
12 DECEMBER 2020
on your people and equipment.
Taking a look at the technician, you
may understand what I mean. With every
vehicle, the tech has to get in and out of
the car, kneel as they set up the lift, swing-
ing the heavy arms into place. They stand
for hours on the hard shop floor in all
sorts of conditions from the heat of sum-
mer to the cold of winter. I am not over
dramatizing this; the body wears out over
time. More vehicles equals more wear.
Equipment-wise, the garage doors,
lifts and other tools will only survive so
many operating cycles and then they
will fail. More vehicles, faster wear.
Every vehicle needs to go through the
service process completing every major
step of it from beginning to end. You
might be surprised if you were to ever
really sit down and look at how many
steps a vehicle needs to go through from
write up through to the customer paying
the invoice. And at any time, the vehicles
in the shop will be at different phases of
the service process, adding to the com-
plexity of the situation.
What is crazy is that the service pro-
cess is inefficient and broken and many
shops still use it every day. When you
start increasing car count, the problems
with the process get magnified, making
it harder to raise the ARO. Therefore, I
recommend looking at and fixing the
process before going for more cars. Con-
sider going digital.
The service process begins with the
customer setting up and appointment.
How much information is gathered
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OPERATIONS
when the customer calls in has a large
effect on the process that follows. Many
shops will just get the customer name,
vehicle type and maybe information for
what the customer need done. Some-
times not even that much.
This hurts the start of the process in
at least three ways. First, the more info
you get up front, the quicker the write up
will be. Second, you have more time to
upsell the customer either on the phone
or when they are in front of you. Finally,
if you gathered their information and
they do not show up, you can call them
up to get them in on another day.
Still using paper estimates, work
orders, invoices or even paper inspec-
tions? Stop. Going to a digital format
will eliminate all the time that is spent
just working with and moving the paper.
Eliminate the time spent interpreting,
copying everything written from paper
to computer. Type it once and have it
everywhere. Use a digital system to dis-
patch and track all the work in the shop
with a glance at a monitor. Forget clip-
boards and white boards.
Using a digital inspection will save
you time over using paper inspections.
As the technician does the inspection,
they input their findings with a few taps
of the finger or by using “speech to text.”
Everything gets entered in a clear for-
mat and just once. Using some digital
inspections, your technician will not
only fill out the inspection, they can also
start building the estimate at the same
time choosing the right canned jobs that
need to be done to fix the issues.
Pictures and video can show the in-
spection findings so that the customer
not only understands, but they also get
educated on the “why” of their vehicle’s
needs. No more trying to explain to a
customer the issues found; let them see
them with their own eyes.
Deliver that digital inspection with
pictures and video right to your cus-
tomers via a text message. Get rid of the
14 DECEMBER 2020
roadblock that the telephone now has
become. The average text is looked at
in about a minute and a half. Less time
than it takes for you to dial a call, wait
for voicemail to pick up, leave a mes-
sage and hope that they call you back
so you can try to explain to them what
they need and authorize it so you can
get it done by day’s end.
We know that in many cases custom-
ers will not authorize everything you sug-
gest that they get done, so you want to be
sure to copy those other recommenda-
tions into the management system for
future reference. But we also know that
things might get too busy and that step
might get forgotten. Not to worry, digi-
tal inspections will automatically place
those recommendations in the man-
agement system as the tech identifies
them during the inspection. Later, you’ll
have all these items listed on the digital
invoice that the customer gets to prepare
them for their future service needs.
Don’t just print a lube sticker that
you hope the customer will see and
return for their next visit. Instead, at
the same time you print the sticker
also set the appointment for when the
customer should return based on their
daily driving mileage and oil type used.
And a week before this appointment
an automatic text message gets sent
to the customer to remind them of the
upcoming oil change and service. The
customer can confirm that they are in-
deed coming in for the appointment,
allowing you to preorder parts you may
not have in stock. Have the parts waiting
for the vehicle, not the vehicle waiting
for the parts.
Complete the service by sending the
invoice via text to the customer for re-
view and payment. The invoice will list
all that you have done, show the recom-
mendations for the next visit and even
present the customer with coupons for
the future needed work. Having the cus-
tomer pay via text frees up the time so
when they come to pick up the vehicle,
you can now go over everything, even
the work that they will need to get done
on the next visit. You can offer to send
the customer a text and that way they
can tap on a link and all those future
recommendations will go right into their
smart phone calendar, further remind-
ing and preparing them for their next
visit to your shop.
What I am suggesting here is that you
take your shop to a digital service process
before you choose to raise car count. Fix
and automate the service process so you
are more efficiently handling every vehicle.
You are automatically recording and keep-
ing recommendations and setting follow
up dates for them. Stop using the phone,
communicate with your customers in the
way in which they want to be communi-
cated to. Text them and they will get back
to you with authorizations faster.
Once you take your shop to a digi-
tal service process your shop will run
smoother and more efficiently. And with
the automation that is now in place tak-
ing care of many of the best practices
such as recording recommendations
and sending automatic appointment
reminders to customers via text, you will
see your average repair order amount
rise on its own.
When you reach this point, now you
are ready to raise your car count. But the
funny thing is, the digital service process
probably has already done that for you
by bringing your current customers
back regularly with them buying more
service raising your ARO.
JOHN BURKHAUSER
is an auto repair specialist
with more than 30 years
of experience. As the
Director of Education at
BOLT ON TECHNOLOGY, John coaches
independent and franchise repair facilities
on how to grow their business using simple
best practices and everyday technology,
resulting in increased car count, repair
order revenue and customer trust.
jburkhauser@boltontechnology.com
“FAILURE IS
NOT AN
OPTION.
WE’VE GOT TO GET IT RIGHT THE
FIRST TIME AND EVERY TIME.
I NEED MY CUSTOMERS
SAFE AND SATISFIED. ”

DONNIE M. | TECHNICIAN | 24 YEARS OF EXPERIENCE

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 OPERATIONS // FINANCIAL FIGURES
Using an audit to meet new
business challenges
A “Business Opportunity Audit” needs to be part of long-range planning
E
veryone is becoming very
aware of the many challenges
that lay ahead for the inde-
pendent aftermarket and let
me assure you that challenges can turn
into incredible opportunities when ap-
proached properly.
For example, much is being made
of the fact that our field of expertise,
which used to be considered a “trade,”
has really joined the ranks of serious
professions. Our facilities and business
processes are increasingly professional,
and we have a growing understanding
of and reliance on emerging technolo-
gies. As professionals, we must meet
higher expectations and new standards
of excellence in order to impress today’s
consumers.
This change brings enormous ben-
efits to our industry. Not only will our
income levels rise to mirror other high-
end sectors of the economy, but our
improved image will attract younger
generations in much greater numbers.
Exciting days are ahead, but detailed
planning is still required to ensure we
embrace the future.
To get you started on this planning,
consider the following list of challenges
we all face. Think about how each af-
fects your business and then try to find
a solution that allows your shop to move
forward.
This is a “business opportunity audit”
and it needs to become part of your
long-range planning process.
Increased competition and shrink-
ing margins. The old model of relying
on car count has given way to a new
model of selling knowledge. Billed hours
16 DECEMBER 2020
must become our primary focus.
To achieve this, it must be recognized
that building relationships and earning
trust is vitally important. We need to ed-
ucate our clients about the value of an
annual comprehensive inspection. The
goal is to have an accurate picture of the
condition of the vehicle, with particular
emphasis on safety and reliability. You
can then counsel your client on the tim-
ing of any required work, based on how
they use the vehicle and how much they
typically drive.
AS PROFESSIONALS, WE MUST
MEET HIGHER EXPECTATIONS
AND NEW STANDARDS OF
EXCELLENCE TO IMPRESS
TODAY’S CONSUMERS.
Changing consumer demands. We
need to better understand our target
clients: who they are, why they buy and
what they really want.
Analyze your database to figure out
who your top clients are and what type
of work they’ve had done on their vehi-
cles. You have a solid relationship with
all these people, so perhaps it’s time to
have a conversation with them about
why they come to your shop and what
they’re looking for long term. These are
the people who most likely will recom-
mend you to their friends and family, so
listen carefully and improve your service
levels to meet their expectations.
Communicating value. Some of
your current and target clients are
not aware of what makes your shop
“uniquely” different. This should be
where your advertising or marketing
dollars are spent. Differentiate yourself
and make sure your clients experience
that difference.
Charging properly. Many owners
don’t charge as much as they should.
Do the math and establish the right labor
rates based on the skill of your staff and
the value you bring to your clients. Make
sure you have the right rates in place for
maintenance, diagnostics and reflash
work. Once again, educating the client
is critical.
Your labor rate represents your
shop’s competency. You’re in a knowl-
edge-based business and the people
you employ bring tremendous value.
Want to prove the point? Introduce
your clients to the technician who will
be working on their vehicles. A two-min-
ute conversation will convey your confi-
dence in your staff and give your clients
greater assurance that their vehicles will
be handled by a true professional. (You
might want to have a training session
with your techs first!) This strategy is a
proven relationship-builder.
Poor image and damaged trust.
Our industry faces a lot of unflattering
preconceived notions that we must over-
come in order to create client confidence.
Believe it or not, this is a great oppor-
tunity for us in the independent sector.
We just need to slow down long enough
to engage with each client in a construc-
tive and positive way. Review all the facts
you have on that client, proving that you
understand their situation and their ex-
pectations for their vehicle. Manage each
account according to facts, such as how
 FINANCIAL FIGURES OPERATIONS

they use their vehicle and how long they
want to keep it. Remind them that your
recommendations are based on safety,
reliability and efficiency.
There are so many more challenges
that we face as an industry. I’m sure you
can think of more if you put your mind
to it. Once you have a handle on the ones
that most affect your business, you’re
going to need a clear plan for how to get
where you need to be. Now write it down.
Creating a written business plan is
one of the greatest exercises in a busi-
ness opportunity audit because it in-
volves the five building blocks for any
successful, profitable endeavor.
1. Vision. What will the business look
like in two years? This covers everything
from the facility to the staff and how
workflow is managed to maximize the
bottom line. How will it differ from today?
2. Talent. Do you have the right
people in place to need to fulfill that vi-
sion? Have you got the required depth of
knowledge on your team today? If not, is
training / education available and does
your staff have the desire to learn?
3. Faith. Does your staff believe in
your vision? In other words, are they
motivated because they like the direc-
tion the business is going? Do they
want to be part of it? Never ask them to
merely “buy into” the vision. It is much
more important that they “believe” in it.
4. Resources. Can you provide ev-
erything they’re going to need to achieve
the vision? This involves everything from
tools and equipment to software and
supplies. Everything must be efficiently
laid out to maximize productivity.
5. Measurements. You’re going to need
a document that helps you measure your
success as you move the business forward.
Figure out what you need to track and then
monitor your progress very carefully. This
document will either confirm that your
journey is going in the right direction, or
it will point out where attention must be
paid to keep things on track.
Your business opportunity audit
should reveal many exciting possibili-
ties. 2021 is the start of the future. Lay
down a solid foundation of thought and
planning now, and the next two to three
years will be an incredible and exciting
journey.
BOB GREENWOOD,
AMAM, is president
and CEO of Automotive
Aftermarket E-Learning
Centre Ltd. (AAEC),
which provides
business management
resources for the automotive aftermarket.
Bob has more than 36 years of business
management experience and is one of 150
worldwide AMi-approved instructors.
greenwood@aaec.ca

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 OPERATIONS // INSIGHT
U.S House considers federal
apprenticeship program
Passage would mark historic investment in workforce training
I
n these closing days of the 116th Con-
gress, the U.S. House of Representatives
is considering legislation that will expand
apprenticeships through the Office of the
Apprenticeship and the National Advisory
Committee on Apprenticeships at the U.S. De-
partment of Labor. The House is scheduled to
consider H.R. 8294, the National Apprentice-
ship Act of 2020, on the floor before adjourn-
ment for the year.
In an earlier vote, the House Committee on THE AUTOMOTIVE
Education and Labor approved the National SERVICE ASSOCIATION
Apprenticeship Act of 2020, which would in-
IS THE LEADING
vest more than $3.5 billion to create nearly
1 million new apprenticeship opportunities TRADE ASSOCIATION
over the next five years. The legislation, which FOR INDEPENDENT
would update the National Apprenticeship Act
AUTOMOTIVE SERVICE
for the first time since its enactment in 1937,
makes historic investments in workforce train- PROFESSIONALS.
ing to confront the sharp rise in unemploy-
ment due to the COVID-19 pandemic. JOIN AT
Committee Chairman Bobby Scott (D-VA) ASAshop.org
stated, “There is no better time than now to in-
vest in this proven program to help people get
back to work as tens of millions of workers con-
tinue to receive unemployment checks each week. Apprentices
begin earning wages on their first day of training and go on to
develop in-demand skills and a nationally portable credential
that is universally recognized by employers across the country.”
The bill authorizes $400 million for fiscal year 2021, increas-
ing by $100 million annually to $800 million for FY 2025, to:
• Support the creation or expansion of registered, youth
and pre-apprenticeships programs;
• Encourage employer participation and recruitment for
individuals with barriers to employment, including individuals
impacted by the criminal justice system.
• Codifies standards for registered, youth and pre-appren-
ticeship programs, including requirements to ensure consis-
tency in quality standards and worker protections.
• Codifies regulations and practices to ensure that all
18 DECEMBER 2020
have an equal opportunity to participate and
to increase diversity in the occupations offered
and the individuals participating in programs,
especially in high-skill, high-wage and in-de-
mand industry sectors and occupations.
• Codifies the Department of Labor’s (DOL)
Office of Apprenticeship, including:
— Increasing participation in programs
under the national apprenticeship system
through technical assistance and program
recognition activities.
— Bringing together industry sector leaders
and experts to establish national frameworks
to expand apprenticeships to new occupations
and sectors.
— Improving the data infrastructure to im-
prove reporting and publicly disseminating
information about apprenticeship programs.
— Codifying the National Advisory Commit-
tee on Apprenticeships.
— Establishing the evaluation system for
the national apprenticeship system to bring
performance metrics in line with those of the
Workforce Innovation and Opportunity Act.
• Codifies the roles and responsibilities of
the State Apprenticeship Agencies (SAAs) to include submis-
sion of plans and additional funding.
• Strengthens connections between the Department of Ed-
ucation and Department of Labor through an agreement to
support the creation and expansion of youth apprenticeships,
college consortiums and data sharing agreements.
If the legislation does not move forward in the Senate,
it is likely that this legislation will be re-introduced in the
117 th Congress. The final run-off election outcomes for
the control of the Senate could impact the future of the
legislation.
ROBERT REDDING is the Automotive Service Association’s
Washington, D.C. representative. He has served as a member
of several federal and state advisory committees involved in the
automotive industry. rlredding@reddingfirm.com
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 OPERATIONS // SHOP PROFILE

The power of passion

A love for Volkswagen guided this shop owner’s pursuit of success
ROBERT BRAVENDER // Contributing Editor

People engage in enterprise for a variety of reasons —

mainly to make a living — but it is all the more special
when you put passion into the mix. Of course nearly all repair
shops are started by someone with an interest in cars, like
Ray’s Imports in Murfreesboro, Tenn. However, current owner
George Russell was weaned on one iconic brand in particular.
“My father was a Volkswagen tech and I fell in love with
them as a little kid,” he proudly states. “I was born and raised
in Southern California and grew up in the heyday of Volkswa-
gens.” He would follow in his father’s footsteps, becoming a VW
technician in his own right.
But as Russell got older, his appreciation expanded to other
German makes after — as he puts it — “BMW stepped up their
pace.” He was perfectly placed to observe the evolution from
carburetion to fuel injection; working with older technicians, he
was able to follow their learning curve into the new technology
and consequently “opened my mind and my toolbox to a much
broader spectrum of European cars.”
Then came the siren song of the Volunteer State. “My
brother-in-law was being relocated from Torrance, Calif. to
central Tennessee,” Russell explains. “And the differences in
education and quality of living caused me and my wife to want
to move here, too.”
And as a European specialist, there was no shortage of jobs
in the Nashville-Murfreesboro area for the West Coast trans-
plant. Yet Russell had worked his way through a few shops be-
fore he found that Ray’s Imports shared his values, particularly
honesty and integrity.
“The more information I can give (a customer) that they
can understand, the better off our relationship’s going to be in
the long run,” explains Russell. “And Phillip Ray had the same
thoughts I have, the same demeanor; he had no problem sitting
down and explaining things to a customer, giving them a solid
understanding of what he was doing and why.””
Started in 1973 as Ray’s Volkswagen Repair, in 1994 Ray
retired and sold the shop. And while Russell didn’t buy the
company directly from Ray in 2009, he would still occasion-
ally see the shop’s namesake as a customer. “He used to bring
me his cars when he was too up in age to do the repairs,” recalls
Russell, who didn’t see any point in changing the shop’s name.
“The whole community knows Ray’s, and I felt it would
20 DECEMBER 2020
RAY’S IMPORTS
Murfreesboro, Tenn. // www.boroimportspecialists.com
47
Years in business
8
No. of employees
George Russell 4,000
Owner Total square footage of shops
1 3
No. of shops No. of bays
be arrogant to change it to my name, considering it had been
around for so long.” But despite his karmic connection with the
original owner, Russell’s lack of managerial background would
prove more challenging than he had anticipated.
Giving a long, wistful sigh, he recalls that first day of propri-
etorship: “I asked the old man who I had bought the shop from,
‘How did you run this place?’ He looked at me and said, ‘by the
seat of my pants.’ And he turned around and walked away. That
was all the education I got.
“I came into it just as ignorant as every other technician,”
Russell laughs. “I had a basic understanding of business, but I
didn’t understand that I would no longer be turning wrenches
like I used to. Most technicians are quirky; they have a love for
mechanical things and not so much for people. But being an
owner worked for me because I found I enjoy people as much
as I enjoy metal.
PHOTOS: RAY’S IMPORTS
OPERATIONS SHOP PROFILE

“There are a lot of personalities in-

volved,” he continues, “but I feel like I’ve
given something of a dream job to most
technicians because I don’t stand over
them and micro-manage; I allow them
to be technicians. You have to be able
to communicate — if you communicate
with your customers and technicians,
keeping everybody in the loop, you’ll
do alright.”
While managing people was a steep
learning curve, “I have to say the key
thing I figured out that first year was Flat.
Rate. Only,” Russell emphasizes. “Our re-
pair shop does not work unless we are
flat rate. Any shop that isn’t will go down
steadily because they will spend more
time chasing their tails after technicians
standing around rather than producing.
I’ve tried it. It does not work.”
Besides the occasional classes and
seminars on the ever-evolving state of
automotive technology, Russell does a
great deal of research on the internet. “I
stay up on it because I love the way cars
are going,” he states. “Quite frankly you
can look online and just about find what
you need to know for free.”
Of course Russell also utilizes sys-
tems like ALLDATA, Identifix and
Mitchell for repair data. “You’ll get bits
and pieces from all of them and some-
times you can get a little better picture,”
he explains. “But if they don’t have all the
information, that’s where you reference can almost diagnose issues in cars.” change,” he maintains. “You can’t use
the Web to get the fundamentals on how Russell also keeps up with industry domestic oil in a European car. When it
a system works — it’s out there, you just trends, like the shop’s tasteful waiting comes down to it, LIQUI MOLY is the
have to dig for it. Some people are in- area. “My wife has the eye for decora- standard to go by. So I’ve made several
timidated by it; I embrace it. tion,” he notes, “but my thought from deals; one with a local company for Eu-
“The first step is to study how a cir- day one was that the old grease mon- ropean-grade oil, another with LIQUI
cuit functions, what its primary purpose key image was gone. If customers feel MOLY to kind of become a local dis-
is,” Russell outlines. “Say you’re looking like they’re sitting in a nice living room tributor for factory European services.”
at the crankcase vent on a BMW; if you versus a repair shop, they’re more likely To educate people about these ser-
understand what system they’re utiliz- to come back and not mind waiting a vices, Russell again turns to the internet.
ing then you can pull that information half hour to an hour if they’re just get- “I’m quick to put that information out
straight from Wikipedia. There’s so ting simple service.” there online,” he reports. “Facebook and
much raw (data online) these days, if And yet there’s nothing simple about Instagram are the advertising sources
you know what a component is, all you Russell’s service. “I advertise that I’m these days. My wife Marisa runs the en-
have to do is literally look it up and you the home of the low-price European oil tire advertising/web presence, designing

22 DECEMBER 2020
 SHOP PROFILE OPERATIONS

and building the ads — frankly half the time she’s the brains
behind the operation,” he laughs.
“So between me in the shop and the marketing my wife
does online, we’re constantly putting information out. Right
now we have follow-up services with Mitchell and Service
Intelligence, and we’re looking into possibly starting rewards
programs to keep our customers returning, because ultimately
I don’t want to see them just for breakdowns; I want to see them
for our services and prevent those breakdowns.”
Even so, all this focus on European cars doesn’t exclude
Asian and domestic makes. “I always say just because a guy’s
got a BMW doesn’t mean I’m going to turn away his Chevy
truck,” Russell says. “Most of my guys have all worked on do-
mestics. And classic cars have been my personal passion from
day one, so I’m just as likely to restore a ’68 Camaro as an old
air-cooled Volkswagen.”

ROBERT BRAVENDER graduated from the

University of Memphis with a bachelor’s degree in
film and video production. He has edited magazines
and produced shows for numerous channels,
including “Motorhead Garage” with longtime how-to
guys Sam Memmolo and Dave Bowman.
rbravender@comcast.net

V E H I C LE S E RV I C E P R O S .C O M VO L .13 9 .12 2 3
 TECHNICAL // DRIVABILITY

GETTING YOUR
FLASHER TO SCAN
ADVANCED DEALER DIAGNOSTICS WITH OEM SCAN SOFTWARE
DAVE HOBBS // Contributing Editor other hand, don’t be contained within gramming software that your colleagues

I
f you’ve ever been burnt by an af-
termarket scan tool that wouldn’t
communicate with the vehicle, said
it would do a bi-directional control
function (and then wouldn’t) or failed to
perform a relearn/initialization, this ar-
ticle is for you! Today we’ll cover how to
effectively (and economically) get into
the world of factory scan tools that will
empower your repair shop to perform
diagnostics just like the OEM dealer. To
get started on the right foot, please don’t
misunderstand my point: aftermarket
scan tools are great for most day-to-day
scanning on a vast majority of jobs you
encounter.
Keep the one you have up-to-date
and add another scanner or two. On the
PHOTO: OPUS IVS / DREW TECHNOLOGIES
the confines of aftermarket tools if you
intend to keep the most complex diag-
nostic jobs in-house.
Right to Repair (R2R) Acts and
Memorandum of
Understanding (MOU)
When the state of Massachusetts Right
to Repair Initiative (R2R) was signed
into law in 2013, the stage was set for
automakers to better cooperate with the
independent repair shop sector. Before
this law being set into motion, OEMs
could pick and choose the level of infor-
mation and diagnostic tool access inde-
pendents could obtain. After R2R went
into effect in Massachusetts, automakers
were more inclined to make a one size
fits all for the rest of
the country. All the
OEMs (except Te-
sla) signed a nearly
in the OEM dealerships have access to.
Learning from mobile techs
Diagnostic mobile techs saw the writ-
ing on the wall several years ago and
began investing in factory scan tools for
both programming electronic modules
and performing diagnostics. They knew
factory scan tools were the future. The
Clean Air Act of 1990 has been evolv-
ing for decades. The J2534 universal
pass-through device or “J Box” for short
was originally touted as the savior for
the independent repair tech who could
not afford dozens of factory scan tools/
programming tools required to replace
(or update) modules on every make
they work on. For certain OEMs (and
PHOTO: DAVE HOBBS / AMERICAN HONDA

A DREW CARDAQ-M WITH MEGA
CAN (ADD ON) MODULE is my personal
tool for scanning late-model vehicles with
OEM factory software. One cable connects
between the J-Box and the DLC and another
cable (USB) connects the tool to my laptop. It
has never let me down and it travels with me
everywhere – even on vacation!
identical voluntary
agreement called
the Memorandum
of Understanding
(MOU). So how do
all these legal and
business details
affect you in your MANY (IF NOT MOST) OF THE DATA PIDS you’ll be with
service bay? Simply displaying Honda/Acura’s factory scan tool have explanations, charts
and/or simplified wiring diagrams to help you understand how a com-
put: you can now ponent works or how it is electrically connected into the system. Here
access the same we see a 2017 Honda Accord Hybrid’s electric water pump PID high-
service manuals, lighted. You can get an idea of what speed it should be running at with
a particular duty cycle commanded by the PGM (ECM) by looking at
diagnostic tools the chart to the right of the data PIDs. All you do is click your mouse/
and module pro- touchpad on the PID and the helpful info is right there!

24 DECEMBER 2020
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 TECHNICAL DRIVABILITY

sometimes certain modules within

those OEM lines) the J-Box wouldn’t
allow you to program non-emissions-
related modules (i.e. a Chrysler BCM),
so you still had to have the factory scan
tool to do those jobs. For the average
full-service repair shop, obtaining the
hardware AND software subscriptions
for Ford IDS, GM Tech 2/MDI, Toyota
Techstream, Nissan Consult III, FCA’s
MicroPod, VW VAS, etc. can be a very
cost-prohibitive endeavor. Since most
mobile techs don’t have the brick and
mortar investment constraints that fixed
location repair shops have, a van full of
factory tools is not an unreachable goal.
One caveat of the R2R/MOU agree-
ment that is good news for the full-
service independent shop, is the trend
starting with the 2018 model year ve-
hicles. That trend is the ability to use
one single hardware device (a J-Box)
for every OEM as opposed to a sepa-
rate hardware interface for each OEM.
Granted, you’ll still need that OEM’s
software subscription to program and/
or scan the vehicle at the true factory
level, but with a single hardware inter-
face, the costs are lower.
PHOTO: DAVE HOBBS / TOYOTA TECHSTREAM
COMING IN JANUARY! SELLING THE INVISIBLE
SERVICE SOLUTION
Motor Age and TST are partnering to
bring you even more great webinar
content in 2021. It kicks off in January
with “Selling the invsible service
solution.” The cars of tomorrow
are coming, but what about the
cars we must diagnose today? The
technological advancements on the
road today can turn a simple repair
into a diagnostic nightmare. Getting
paid for your diagnostic time is critical
to the profitability of your shop. Learn
how to build a profitable diagnostic
pricing strategy tailor-made for
your shop and demographics. You
will learn how top service advisors
Why scan with a factory scan
tool? The pros and cons
• More accuracy in PID displays
• More reliability with bi-direc-
tional commands
• Greater ease of performing select
relearns and configurations.
• Superior utility features
present and close the sale. We will
help you learn how to overcome the
top 3 sales objections customers
are going to give you when charging
properly for diagnostic services. Key
takeaways: Learn how to properly
price your diagnostic packages
based on your market and your profit
targets. Create a rock-solid sales
strategy for closing diagnostic sales.
Create a system for overcoming
the top 3 sales objections when
selling diagnostic services. Watch
your inboxes and on our website,
VehicleServicePros.com for more
information on registration!
Relearns are the (often) quirky-to-
perform functions such as key fob pro-
gramming, steering angle sensor and
throttle relearns. Those functions are
not quite considered module program-
ming but can require a factory tool. Re-
garding utility features, the Ford factory
scan tool (IDS, or for 2018 and newer
models, a J-box with FJDS software)
has some very useful features such as
graphic cylinder contribution and rela-
tive compression testing. Is a Chevy in

your bay? There’s no need for a second

person behind the wheel or a starter
solenoid jumper switch for engine
compression testing with GM’s GDS 2
(Tech 2 replacement via a J-Box). You
can crank the engine for a compression
test with the click of a mouse. Honda’s
i-HDS scan tool has data PID explana-
FACTORY SCAN TOOLS ARE NOT PERFECT, but do have an advantage due to the tions that are the best in the industry
nature of how specialized they are. Toyota Techstream (for example) allows you to pull up a and Toyota’s TechStream factory tool
HUGE list of bi-directional commands (that really work) in order to monitor the outcome of that gives the most bi-directional command
device’s activation. Here we are activating things like the electric coolant pump, electric assisted
thermostat and water routing valves as we monitor the coolant temperature. A $65 subscrip- options I’ve ever seen. To be balanced,
tion to Toyota TIS Professional Level allows you to do scanning, module relearns and program- you need an ample variety of both af-
ming for two days as if you were working in the dealership. Register (an additional fee and termarket scan tools and a few true
background check is required) with NASTEF.org with their security professional SDRM (Secure
dealer tools for the OEMs that you see
Data Release Model) and you can include immobilizer/smart key diagnostic services in your
aftermarket repair bay. in larger numbers in your bays.

26 DECEMBER 2020
 TECHNICAL DRIVABILITY
Diagnosing vehicles can be
a battle!
To use a military analogy, let’s say that
your standard issue weapon is an M4
carbine assault rifle. You’ve trained with it
extensively; it’s saved your life on the bat-
tlefield more than once and you’re quite
proficient with it. But what if you have
a specialty mission such as long-range
sniper duty? That everyday assault rifle
now has some serious limitations. For
that mission, you need a specialty weap-
on – a sniper rifle to reach out and touch
that “difficult problem.” Factory scan
tools are much like sniper rifles. They’re
highly specialized, carry additional costs,
require more training and are often not
as fast to get into action compared to
the scanner you may be using now. But
when you have a difficult problem, you
may need a factory scan tool! If you’re
a quick learner, you’ll find some of the
factory scan tools are not a huge time
investment to master. As an aftermarket
trainer and course developer, much of
my research is performed on rental or
engineering vehicles. Due to the brand-
new status of these vehicles, my favorite
aftermarket “OE Level” tools are out of the
question. Using a J-Box and a laptop, I’ve
PHOTO: DAVE HOBBS / ISAAC RODELL
WORLDPAC INSTRUCTOR ISAAC
RODELL IS A REPAIR SHOP OWNER
(NC Auto Rescue & Repair LLC) and mobile
tech. He’s also a diagnostic tool/PC expert.
He can set up a single laptop to run all the
OEM programming and scanning software
programs listed above by creating multiple
bootable hard drive partitions. Your PC
will not only have the hardware set up, the
required software and (often complex) set-
tings will be turnkey ready when you receive
your laptop. Just subscribe to the OEMs and
start working!
28 DECEMBER 2020
found Toyota/Lexus Techstream, Honda/ separately for their software to scan each
Acura i-HDS, Ford FJDS (J-Box version makes and getting into the “club” (OTIS
of IDS), and GM’s GDS 2 (GM’s software access) was complicated and frustrating.
name) to be intuitive. My journey work- Auto Logic (now part of OPUS IVS) has a
ing with wiTECH (FCA) has been fairly 34-page tutorial on how to do it!
pain-free compared to the options for
scanning select FCA models with SGMs Complications (and solutions)
(Secure Gateway Modules) with an af- for multiple factory scan tool
termarket tool. My least pleasant journey software
into the OEM tool world (to date) has If the additional learning curves were
been VAG. The VW/Audi Group charges not enough to scare you away from fac-
PHOTO: AUTOAUTH
PHOTO: FCA
STARTING IN 2018, FCA (FIAT CHRYSLER AUTOMOBILES) BEGAN USING SGMS
(SECURE GATEWAY MODULES) that prevents bi-directional controls, relearn/configura-
tions and DTC clearing on select models in order to stop cyber attacks on their vehicles. This
required either removing the radio and temporarily installing a special DLC bypass adapter
harness to access the CAN bus directly or utilizing the services of a third party company –
AUTOAUTH, which requires you to register your shop and your tool to ensure being compliant
with the OEM at a cost of $50 per year per shop. Each time you connect your registered (au-
thorized) aftermarket scan tool you must complete the 4-step process to perform advanced
diagnostics. The factory scan tool (i.e. a wiTECH 2.0 and J-Box) allows you to avoid this third
party fee and the extra steps.
JAVA IS A
FUNCTION OF
A COMPUTER’S
OPERATING
SYSTEM. Some
PC-based OEM
diagnostic tools
and software
programming
functions (i.e.
General Motors) are
very dependent on having the correct version of JAVA on your PC. It’s important to not only
have a good support network to utilize when the IT complications arise (and they will), but you
also should READ ALL THE DIRECTIONS. Speaking for myself (and a lot of other Motor Age
readers) this is a challenge for hands-on minded ‘get-r-done’ technicians who would rather
being “doing” than “reading.” Until you become proficient with each factory diagnostic tool,
slow down and read EVERYTHING!
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 TECHNICAL DRIVABILITY

tory scanners, consider the issues OEM
scan tool software can have with com-
patibility. I can say with certainty that
the scan tool functions between various
OEM software programs can have com-
patibility issues with each other as well
as the PC itself. I installed GM’s GDS 2,
Ford FJDS (J2534 version of Ford’s IDS),
Chrysler wiTECH 2.0, Toyota Tech-
stream, Honda i-HDS and VW/Audi’s
OTIS on my laptop last year. My laptop
slowed to a crawl. Numerous PC func-
tions had issues such as my portable
printer refusing to print. I also know from
personal experience that adding multi-
ple OEM module programming software
to a single laptop can result in incompat-
ibility issues. In one training class, I was
requested to perform live module pro-
gramming demonstrations for the techs.
PHOTO: NASTF.ORG
The class hit a snag when the GM vehicle 1. Multi OEMS/Multi laptops
I went to the program wouldn’t cooper- This is the approach many mobile
ate. In my dress rehearsal earlier that techs take. Purchase a separate laptop
day, I flashed a Toyota, which changed for each OEM and dedicate it to those
the Java level on my laptop. The GM pro- vehicles.
gramming demo later during the class • Pro – You don’t have to worry
didn’t like the newer version of Java. In- about software conflicts between OEMs.
teresting enough, throughout the FMP The extra laptops mean a multi-techni-
(Ford Module Programming) years we cian shop has serval laptops to share
were advised to NOT have Ford’s FMP among the team. Unless of course, you
and Ford’s IDS on the same computer/ have multiple vehicles of the same brand
hard drive. Compatibility issues within in the shop on the same day!
the same OEM family? Yes! There are • Con – You must maintain sev-
two thought camps on multi OEM soft- eral laptops, which includes software
ware compatibility: updates and batteries/power supplies.
DON’T MISS MACS 2021 — COMING SOON!
Be sure to mark your calendar for the annual Mobile Air Conditioning
Society (MACS) Worldwide 2021 Training & Event Tradeshow, set for Feb.
3-6, 2021 at the Rosen Centre in Orlando, Fla. MACS is planning the event
with careful consideration to the current pandemic and is including safety
and security measures as they move forward to create a valuable training
and networking experience. Get the latest details at www.macsw.org.

DYNAMIC DRIVABILITY DIAGNOSTICS

YOU MAY FEEL OVERWHELMED
WITH IT ROCKET SCIENCE LEVEL
PC ISSUES in your shop already. That
old red scanner from the tool truck is
about all you’re wanting to keep up with.
On top of that, you may not have a mobile
tech in your area who specializes in
module programming and factory scan
tool diagnostics. If that describes your
situation, Drew Technologies (now part
of Opus IVS) has been in the business of
programming modules remotely for several
years. Now they can assist the collision
shop or general repair shop with remote
diagnostics via their ScanSafe tool. The unit
contains a J2534 (J-Box) interface, a WIN
10 computer with easy to follow menus via
a simple touchscreen display. Combining a
modest monthly fee with per use charges,
you connect the tool to the DLC and one of
Drew’s OEM trained reps remotely retrieves
DTCs, runs OEM scan tool diagnostics and
programs modules for you.
Check out the training webinar
“Dynamic drivability diagnostics,”
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to show you quicker and more
accurate troubleshooting. Bilyeu’s
approach will be the reference you
will be using for years to come.
During his hour-long presentation,
Bilyeu covers:
-Complete diagnostic process –
from customer interview right though
component pinpoint tests.
-Start to finish problem
identification – air, fuel & ignition.
-Hands-on diagnostics – 2003
Kia Sedona 3.5L
-Hands-on diagnostics – 2015
Chevy Cruze 1.4L
Upon completion of this course,
the participant will be able to
describe the importance of a
specific diagnostic routine, identify
key elements of misfire diagnostics
explain the navigation of the
Intelligent Diagnostics System
software and perform an in-bay
multi-code diagnostic procedure.
Watch now at MotorAge.com/
dynamic.

30 DECEMBER 2020
 DRIVABILITY TECHNICAL

J2534 pass-through device. Don’t skimp on the hardware. A

rough-service PC is a must! You can find the OEM hardware
(and operating system) requirements along with informa-
tion on the cost to subscribe and instructions to download
OEM diagnostic software (Figure 9) at NASTF.org (National
Automotive Service Taskforce).
2. Consider paying a little extra for your hardware via a
company such as AE Tools or CAS (Connected Automotive
Systems) and add on the extra options such as support ser-
vices. Unless you’re a true IT nerd, the money you spend on
support will be recouped in short order.
3. Spend some time on DN (Diagnostic Network) and other
PHOTO: NASTF.ORG

technician forums to get the additional support of a general na-

ture. No one single tech knows everything but gets enough of us
together, and we can figure anything out!

NATIONAL AUTOMOTIVE SERVICE TASK FORCE (NASTF. DAVE HOBBS is a field trainer and training
org) provides links to every OEM’s factory website for obtaining elec- product developer for Delphi Product & Service
tronic service information, module software calibrations and scan Solutions. He holds ASE CMAT/L1 and EPA 609
tool software. NASTF also hosts an easier to remember website that certifications and is an experienced hybrid instructor.
is more simplified; www.OEM1Stop.com Dave has been featured as an instructor in more
than 15 automotive training videos.
2. Multi OEMS/Multi hard drive partitions david.a.hobbs@delphi.com
Purchase a laptop with a large enough hard drive that will
allow for bootable partitions to prevent compatibility issues
among various OEM software programs.
Note: Some rough service laptops allow for quick changes
of hard drives. This allows for multiple OEMs on the same lap-
top – just pop out one drive and insert the other.
• Pro – Only one laptop to purchase and maintain.
• Con – Building a laptop with multiple bootable hard
drive partitions is not for the IT (information technology) faint
at heart. Plus, you now have multiple “virtual machines” on a
single laptop to maintain. But if you’re a larger shop with mul-
tiple techs, the multi OEM single laptop is tied up with a single
tech. Not to mention all your eggs are in one basket should that
single laptop have experienced a problem.

Getting started
If you’re shocked to hear that Java is not just a reference to
coffee and you believe bios is a part of your next job resume,
you might just look for a good mobile tech (if your area has
one) or enlist the services of a company like Drew Technolo-
gies (a division of Opus IVS) to utilize one of their remote
tools. Your connection to your customer’s DLC, allowing for a
third party (on the phone) to access the modules in the vehi-
cle for remote diagnostics and programming. Here are some
final bits of advice to impart:
1. Read ALL the OEM hardware requirements (processor
speed, hard drive/RAM, etc.) before selecting a laptop and

V E H I C LE S E RV I C E P R O S .C O M VO L .13 9 .12 31
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 TECHNICAL // ELECTRICAL
THE SCOPE OF THE
SITUATION
USING A DIGITAL STORAGE OSCILLOSCOPE FOR EFFICIENT, ACCURATE DIAGNOSTICS
BRANDON STECKLER // Technical Editor
E
fficient and accurate diagnos-
tics calls for a recipe — one
that is derived from knowl-
edge of how a system’s compo-
nents function (at the most basic level);
an accurate description of how these
components make up the system; and
last, but certainly not least, an accurate
way of evaluating the performance of
these components with certainty. The
Digital Storage Oscilloscope (or DSO)
is the measuring device that can do that
for us in almost any automotive situa-
tion you can imagine.
Everything has a limit
I’ve heard it a million times: “I don’t need
a scope; I do just fine with my digital
multimeter (DMM).” As true as that may
be in many situations, each and every
tool available to us as technicians has
limitations. It’s absolutely crucial that
we take the responsibility of learning
the limitation of the tool we choose to
implement, along with the limitation of
the test we are about to perform.
For instance, consider the noid
light — a trustworthy tool that many
of us have relied on for years to give us
some basic preliminary information
about the nature of a “Crank/No-start”
scenario. We are aware the noid light
is there to temporarily replace per-
haps a fuel injector. When the engine
is cranked over, the rhythmic flashing
of the noid light signifies to us a boat-
34 DECEMBER 2020
load of information
indeed. Consider
what it’s telling us:
• CKP input
• PCM alive,
processing and gen-
erating an output
(injector pulse)
• Circuit integ-
rity from the bat-
ter y, t hrough t he
injector and back
to ground, via the
PCM driver
This one test did provide a lot of data
and very rapidly, with virtually no time
invested. It gives us a great advantage,
as it tells us where not to spend any
precious diagnostic time. But again,
we have to consider the limitation of
the tool and the test. Questions like
the following should arise each time
you select a tool and a test:
• How much current does the noid
light actually draw?
• Is it possible that the PCM driver
can handle the noid light current, but
not the injector’s?
• Is the noid light test truly stress-
ing the circuit adequately?
Without asking those questions and
considering the limitations, we may
find ourselves “verifying” the opera-
tion of a circuit when, in fact, it may be
faulted and we inadvertently stepped
right past the actual problem.
Now, back to the DMM. That, too,
has limitations. A DMM measures
1
the differential in voltage between the
two test leads within the circuit being
sampled. It does this many times in a
second. What the DMM then does is av-
erage the individual samples together
and display the result of that average
on the meter screen. This leaves a lot
to be desired. The lack of sample speed
from a DMM can easily fail to capture
potential faults, represented here (Fig-
ure 1). Without this understanding of
the DMM’s operation, one could easily
draw false conclusions.
A picture is worth 1,000 words
A DSO happens to work very similarly
to a DMM — only it samples a much
higher rate, giving the DSO a more accu-
rate representation of what it is actually
measuring. This is known as the sample
rate. One of the most widely used DSOs
can sample at 400 million samples eve-
ry second (at its fastest capability). But
probably the best aspect of a DSO is its
graphical representation of what it is
PHOTOS: BRANDON STECKLER
TECHNICAL ELECTRICAL

measuring. It plots these individual sam-

ples as dots over a period of time. Each 2
of these dots (or sample points) is con-
nected from left to right with a line. This
gives us a picture of the voltage changes.
Being able to monitor the changes in
voltages over time means we don’t have
to stare at the DSO’s display, waiting for
the next numerical change to occur. We
can simply glance back in the history of
the recording.
Furthermore, a DMM can only
sample and display one circuit’s mea-
surements at a time. The DSO allows
us to sample from multiple circuits si- 3
multaneously, enabling us to view from
an action/reaction perspective. Yes, we
can see the result of a system’s compo-
nents operate and carry out their func-
tion (or fail to do so) quite easily. Here is
an example of an EGR system failing to
reintroduce inert exhaust gas back into
the intake manifold (Figure 2). It can
be seen that the pressure in the intake
manifold (represented by MAP signal)
fails to rise as the EGR valve is ener- cerned with. An increase in frequency Strategize to accessorize
gized. You had better believe that when is equivalent to an increase in airflow. For the same reason DSOs display
I cleaned the EGR passages of carbon, Although it appears that the green trace changes in voltage over a period of
a repeat of this test showed the MAP is a thick, solid line, it is actually a very time, the available accessories (like cur-
signal going sky high — just as it should! rapidly cycling square wave. It transi- rent probes and pressure transducers)
A DSO is desig ned to d isplay tions from zero volts to five volts, and will output a voltage that equates to a
changes in voltage vertically and the back again over 13,000 times every physical quantity, like pressure or cur-
passing of time horizontally (Figure second! Clearly, this is very difficult to rent flow. Utilizing devices like these is
3). But the versatility of the tool allows see with our eyes and would certainly icing on the cake and will allow you to
us to evaluate a circuit functionality be almost undetectable if there was a take your diagnostics to the next level
from many other aspects as well. The momentary drop-out in the MAF signal. and multiply the power and return on
scope allows us to monitor the char- Now, focus your eyes on the black investment of your DSO.
acteristics of a signal, rather than just trace. This is the same signal being In an example coming up, you will
the signal itself, allowing us to make sampled, but the scope has been com- see a comparison of a healthy A/C com-
certain aspects of the incoming signal manded to display hertz (Hz=cycles pressor clutch+pulley to that of a faulted
easier to see. Allow me to demonstrate. per second). This is allowing the DSO one. The backstory behind this is due
As can be seen in Figure 4, a two-trace to do the evaluating and it will displace to a customer arriving at the shop with
capture of the same MAF digital signal a change in Hz when there is a change the complaint that the A/C functions
is displayed. The green trace is showing in airflow and clearly indicate a drop- erratically. It blows ice-cold when it
the actual digital signal, as sampled di- out in MAF signal in the case of a defi- functions, but only ambient tempera-
rectly from the output of the MAF sen- ciency. This is far easier to evaluate for ture when it is acting up. Sometimes,
sor. It’s a square wave. The frequency a deficiency and would be virtually im- it just takes a very long time to get cold.
of the signal (or how often the square- possible without the use of the graph- A visual inspection revealed that dur-
waves occur) is what the PCM is con- ing capabilities of a DSO. ing the exhibited symptom, the A/C

36 DECEMBER 2020
 ELECTRICAL TECHNICAL

compressor clutch failed to engage.

Scan tool data confirmed the request 4
for compressor operation was present,
the fuse was intact and the compressor
clutch relay was audibly functioning.
The next step was a quick test for
current flow through the A/C compres-
sor clutch circuit. This was carried out
in only 30 seconds and right at the fuse
box. Because a current probe was used,
there was no need to open the circuit
up (Figure 5).
The comparative results displayed
some very interesting and helpful facts.
Both the healthy and faulted amper- 5
age waveforms show almost identical
current-f low amplitude (Figure 6).
Understanding Ohm’s Law allows me
to conclude that if the current is the
same in both the healthy and faulted
circuits, the symptom has nothing to do
with the following:
• A lack of voltage supply to the A/C
clutch coil
• Insufficient ground supply to the
A/C clutch coil
6
• A resistance issue within the
clutch coil itself
It’s not possible to have good current
flow if there is added resistance or volt-
age-drop anywhere else in the circuit.
If this was the case, the current flow
would indicate this as a lower-rising
current ramp. So, this test just proved
there was nothing wrong with the cir- the bump is present, but there is a large probe allowed me to watch the actual
cuit electrically. delay in engagement, from the time the work being performed dynamically in
There is another equally important magnetic clutch was energized. the circuit, not just the command to en-
characteristic of this waveform. Refer- This information from a single test ergize the compressor clutch coil.
encing the healthy current ramp, you gave me a sense of direction. It gave me
can see a deviation (or pintle bump) in the sense to inspect the air gap of the Let the DSO tell the entire story
the current trace, about 60 percent up A/C compressor clutch. The specifica- As mentioned earlier, action/reaction
the rise of the ramp. This represents tion calls for an air gap no larger than testing is one that definitely allows you
physical movement. As a ferrous metal .024”. The measurement proved to be to grow as a technician. Not only will
is moved within the coil windings of far larger than that (Figure 7). In less it help you fix cars, but it will also help
an inductor (like an A/C clutch coil) it than 10 minutes, the mysterious prob- you gain a better understanding of the
impedes current flow. This deviation lem was solved and the vehicle was fit- functionality of the components and the
is an indication that the clutch actu- ted with a new A/C compressor clutch. systems they make up.
ally engages. If you then reference the The combination of the DSO and a Figure 8 is a scope capture of a typi-
faulted current ramp, it can be seen that powerful accessory like the current cal VVT system (variable valve timing)

V E H I C LE S E RV I C E P R O S .C O M VO L .13 9 .12 37
TECHNICAL ELECTRICAL
7 8
carrying out its duties. The four indi-
vidual scope traces represent the fol-
lowing:
• YELLOW = Voltage command to
the VVT solenoid (to signal the energiz-
ing of the VVT solenoid)
• GREEN = Camshaft position sen-
sor signal (to display a change in cam-
shaft position)
• BLUE = Current flow through the
VVT solenoid (to show the “work” per-
formed)
• RED = Command to No. 1 ignition
coil ( Just a simple trigger, no signifi-
cance to the analysis)
As voltage is driven into the solenoid
circuit, it can be seen that the current
begins to rise. About 60 percent up the
current ramp, a pintle bump is visible.
This indicates the VVT solenoid spool
valve is physically shuttled. Just mil-
liseconds later, the camshaft position
sensor signal began to display a shift in
the camshaft phase (as can be seen by
the change in square-wave frequency.
This was accompanied by an audible
change in engine idle quality.
The scenario played out above is
in a known good functioning vehicle.
It clearly displays the entire chain of
events that must occur to generate a
shift in the camshaft phase. Imagine
this in a scenario where no shift in the
camshaft phase occurred. Imagine a
38 DECEMBER 2020
normal rise in the current ramp but
lack in pintle-bump being displayed.
What would you do?
Logic would tell you that with the
normal current f low but no visible
pintle bump, its likely the spool valve
within the solenoid is physically stuck.
This observation necessitates removal
and visual inspection of the VVT sole-
noid itself.
Conceive, believe and achieve
It’s not magic — it’s just physics. Knowl-
edge of how components function, at
their most basic level, is typically all it
takes on your end. The good news is that
everything you are about to read below
exists on almost ALL VEHICLES! These
are the things I urge you to master and
make second nature. Understand first
that “inputs” most often display a repre-
sentation of:
• Position
• Angle
• Pressure
• Temperature
• Speed
They will either be a variable-re-
luctance sensor, a hall-effect sensor or
a magneto-resistive element sensor.
These typically are used for speed or
position. Thermistors are used for tem-
perature and potentiometers to show
a variation in angle. Again, these func-
tion the same, regardless of the vehicle
you are faced with.
“Outputs” are typically inductive
devices like:
• Solenoids
• Relays
• DC motors
• Step-up transformers (ignition
coils)
Just like the inputs, the outputs, too,
are virtually the same devices on every
vehicle you are faced with. Really invest
the time to do some training to learn
how these components function. It will
be time well spent, as it will serve you
throughout the workshop every day!
My challenge to all of you who have
not yet invested in a DSO…get one!
And practice with it on known good
vehicles. Save your captures and learn
from them. In no time at all you will
find yourself being the true problem
solver of the shop. You will find yourself
working more efficiently, making fewer
mistakes and the work day will become
a fun challenge for you. Are you up to
the challenge?
BRANDON STECKLER
is Techical Editor of Motor
Age. He is a working tech at
Lykon Automotive in Bristol,
Pa. He has worked in the
field for over 18 years and
holds mulitple ASE certifications.
bhsteckler@gmail.com
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 TECHNICAL // ELECTRICAL

LET THERE BE LIGHT

THE IMPORTANCE OF HEADLAMPS AND THEIR IMPACT ON DRIVER SAFETY
BRANDON STECKLER // Technical Editor
1

I
t’s just common sense — you are only as good of a driver
as your ability to see and for your brain to process what’s
in your vicinity. Take it from me — I wear corrective lenses,
but my vision is not all that poor. The astigmatisms don’t
allow light to come to a focal point in the right spot, and this
is what hinders my ability to see. During daylight, I have no
problem identifying objects in my path or navigating a vehicle
safely. But when nighttime comes about, you had better keep
your distance if I don’t have my glasses on. With a lack of light,
my eyes’ ability to produce a clear image for my brain to pro-
cess is extremely negatively affected. It’s crucial that my field of
vision be properly illuminated, and having a set of headlamps
2
to cast a brilliant beam is what it takes to make nighttime driv-
ing or navigating in poor weather conditions safe and com-
fortable for me. Regardless of how brilliant the casted beam
is, it won’t illuminate our path if encroached upon by a hazy
headlamp lens.

How bright is “bright?”

Car headlamps are among the most important devices that
secure safety for drivers and pedestrians during nighttime driv-
ing or inclement weather conditions. The brilliance of a head-
lamp’s output is crucial and typically rated in candlepower.
Some states here in the U.S. still implement a vehicle safety
inspection program. In my home state of Pennsylvania, one of
the criteria is adequate headlamp brilliance. According to the
Pennsylvania Vehicle Equipment and Inspection Regulations,
the specification required for low-beam headlamp brilliance
on a passenger vehicle is a minimum candlepower of 7500. It is
also required that drivers utilize the low-beam headlamps any-
time a lack of sunlight inhibits the driver’s ability to see 1,000
feet in front of the vehicle. Devices like the one seen in Figure
1 are used to not only check the aim of the headlamp beam but
the brilliance as well.
An article published by ReasearchGate references a study
that was conducted to show the relationship between low
beam headlamp detection distance and nighttime traffic
safety. To analyze detection distance and reaction time by
comparing features according to headlamp type, this study
uses a computer simulation on 100 headlamp assemblies that
40 DECEMBER 2020
were manufactured and imported for the past 10 years. The
results showed a relationship between performance improve-
ment and car accidents. Headlamps were categorized by year
of manufacture (past 10 years), light source (halogen, HID,
LED) and form (reflection type, projection-type) for analysis.
Over the past 10 years, detection distance has increased by
6.6 meters and reaction time has increased by 0.34 seconds;
the reaction times of the High-Intensity Discharge (HID)
headlamp and the Light Emitting Diode (LED) were 0.81
seconds and 0.23 seconds longer than that of halogen lights,
respectively. Also, the decreased fatality rate according to the
increase of reaction time of headlamps shows that the increase
of headlamp performance has had a positive effect on the de-
crease in road fatalities. Just take into consideration how much
of an effect projected light has on overall driving performance.
The cloudiness of an oxidized headlamp lens
We’ve all seen them and many of us had the pleasure of night-
time driving with them, but what is it that makes the “cloudy
PHOTOS: BRANDON STECKLER
 ELECTRICAL TECHNICAL

lens” so cloudy? It’s similar to seeing using wet sandpaper (beginning

through an eye that suffers from a cata- with 600 grade) to remove the 3
ract (Figure 2). Research conducted by original protective film from the
AAA reveals that clouded or yellowed headlight lens (Figure 5). The re-
headlights generate only 22 percent sulting scratched surface of the
of the highlights’ capable output. Most polycarbonate is then polished
headlights are made of polycarbonate using increasingly finer grades
plastic, and exposure to sunlight breaks of sandpaper (up to 2500 grade) and ditioner to prevent future degradation.
down the plastic coating, causing dis- a protectant film applied to the entire This restores the headlamp to is original
coloration that obscures the amount of surface of the headlight lens (Figure luster, which not only improves the vehi-
light produced. Depending on where 6). This technique effectively removes cle’s appearance but, more importantly,
and how the vehicle is used, headlights the oxidation and exposes an even sur- restores the headlamps’ brilliance and
can begin showing signs of deterioration face, free from degradation. The finer performance.
as early as three years to five years. The scratches are removed with the higher Some other DIY remedies to remov-
damage to protective plastic coatings grade of sandpaper and the surface is ing the degradation from the surface
results in discoloration that consider- then sealed with a UV protective con- of the headlamp seem to be pretty ef-
ably diminishes the headlight’s ability
to provide adequate light output. 4
The fact is more than 50 percent
of crashes occur at night and many of
them can be attributed to an inability to
see properly due to poor headlamp out-
put. To understand this better, we will
refer to a diagram of a headlamp lens
that is extremely weathered (Figure 3).
The degraded plastic acts as a screen
and redirects light (just like my astig-
matisms) away from its intended target.
5
Again, regardless of how well the bulb
functions or how much candlepower
the beam is rated at, if its headlamp has
to cast its beam through the cloudiness
of a weathered lens, the performance is
drastically reduced. Replacing a head-
lamp is an option, but typically very
expensive. Restoring headlights, while
the most cost-effective option, offered
less of an improvement in light output
than replacement, but is still very effec- 6
tive nonetheless. Professional and DIY
restoration returned light output to ap-
proximately 70 percent of when it was
new — a tremendous improvement for
a relatively inexpensive service.

The restoration process

Some headlamps see their surface get
degraded due to sun fade (Figure 4). A
common restoration technique involves

V E H I C LE S E RV I C E P R O S .C O M VO L .13 9 .12 41
TECHNICAL ELECTRICAL
fective. For instance, one remedy is to
first clean the surface of the headlamp
lens with glass cleaner to remove any
dirt and other surface contaminants.
Afterward, isolate the surface of the
headlamp from the painted surface of
the vehicle with painter’s tape to pre-
vent any damage to the paint.
The second step is to use a cutting
pad along with some polishing com-
pound like this example from Magu-
ire’s (Figure 7). This will be used to
remove the oxidized plastic that has
been caused by the effect of the UV rays
from the sun.
The third and final step is to protect
the newly restored surface of the head-
lamp lens. This involves applying a car-
nauba wax on a finishing pad. These
can be found in almost any store carry-
ing automotive products. What is left is
a beautiful shine and protected surface
that will leave the headlamps sparkling.
It certainly makes the vehicle look years
newer and, more importantly, allows the
42 DECEMBER 2020
headlamps to perform as brilliantly as
they did when they were new. All in all,
you’re looking at about a 30-minute job
with beautiful results. Here you can see
both before restoration (Figure 8) and
afterward (Figure 9).
Crazy, but effective remedies
Some of these more seemingly insane
remedies I wouldn’t believe could work
until I saw it with my own eyes. One
involves using a toothbrush and tooth-
paste (Figure 10)! After cleaning the
surface of the headlamp as was done
in the prior examples, a light coating
of toothpaste is applied to the surface
of the headlamp lens and rubbed in
with your hand (preferably one that
has baking soda, as this serves as a grit
to help remove the degraded surface of
the headlamp). You can lightly polish
the surface with the toothbrush. You’ll
then spray the headlamp assembly with
water and use a paper towel and some
elbow grease to buff the toothpaste
away. The final step is to use some wax
to seal the surface of the headlamp and
protect it from the harmful effects of the
sun and prevent the future degradation
of the plastic surface of the headlamp
lens. Now, I will admit that this method
is not as effective as the previous, but it
is far less expensive and certainly can’t
hurt to try to save some cash.
Although I do not recommend this
following method for headlamp resto-
8

ration, I have seen it performed and it
does work. It involves applying an insect
repellent to a towel and, with moderate
pressure, rubbing it into the surface of
the headlamp lens. This process does
somewhat restore it. You must use a re-
pellant containing the chemical DEET.
The chemical reaction occurs with the
DEET in that it causes it to melt the plas-
tic a bit. It’s not as effective as the previ-
ous method and the results only last a
few months. One of the benefits of this
method is that it’s extremely inexpensive
and simple to perform. The downside of
this method is that the results only last
a few months. More importantly, the
chemical reaction could ruin the surface
of the headlamps and cause some major
damage to the paint on the car. Again,
this method is not one we recommend!
Another effective method to restor-
ing the condition of your vehicle’s head-
lamp lenses is by applying WD-40 rust
inhibitor. WD-40 was initially designed
to work on missiles, as when applied, it
fills the surface of the missile’s minor
imperfections with oil. The WD-40
serves the same purpose on the surface
of the headlamp lens. The microscopic
imperfections caused by the oxidation
are filled with oil, preventing the light
from being refracted away from its in-
tended focal point. Simply apply the
WD-40 with a microfiber towel and
wipe it along the surface of the head-
lamp lens. It’s as simple as that, and the
process can be repeated about every 6
months or so. It’s very inexpensive and
the least time-consuming and safest
method I can think of.
Another simple and safe remedy is
to create a mixture of baking soda, dish
soap, vinegar that is made into a paste.
Applying this slightly abrasive paste of
home products to the headlamp and
scrubbing the lens provides for some
pretty dramatic results. The paste ef-
fectively removes all of the oxidation
and typically doesn’t require too much
elbow grease to get the job done. It is safe
for the environment, too! Be careful with
this method, as too much “elbow grease”
can permanently damage the lens.
It may seem trivial that the head-
lamp’s performance drastically affects
the safety of everyone on the road. It
should be obvious that as drivers, if we
can’t see properly, we can’t react prop-
erly to the conditions surrounding us
on the road. Even a well-functioning
headlamp circuit with a bulb of an ad-
equately rated wattage cannot do its job
V E H I C LE S E RV I C E P R O S .C O M
ELECTRICAL TECHNICAL
10
effectively if it is hindered by the cloudi-
ness of sun damage and oxidation. Take
a moment to evaluate the condition of
your customer’s headlamp assemblies.
Consider including the evaluation as
part of your routine multipoint inspec-
tion so it becomes habitual. Most of the
headlamps you will encounter requiring
restoration will be extremely obvious.
However, if faced with a headlamp that
may seem marginal, perhaps consider
using a tool similar to the tool in Fig-
ure 1 to evaluate the headlamp’s per-
formance. You can even use the tool to
prove that the restoration had a positive
effect on the headlamp’s performance
and give both you and your customer
peace of mind that time and money was
well spent. Besides providing better il-
lumination of the road ahead of your
customer, they’ll find the appearance
of their vehicle to be more appealing,
too, and it can be a nice profit-producer
for you and your shop!
BRANDON STECKLER
is Techical Editor of Motor
Age. He is a working tech at
Lykon Automotive in Bristol,
Pa. He has worked in the
field for over 18 years and
holds mulitple ASE certifications.
bhsteckler@gmail.com
VO L .13 9 .12 4 3
 TECHNICAL // UNDERCAR
FOUNDATIONAL
STRATEGIES
LEARNING FROM MY OWN EXPERIENCES AND THE EXPERIENCES OF OTHERS
RICHARD MCCUISTIAN //
Contributing Editor
W
hen I was a drivability
and electronics spe-
cialist at a large Ford
dealer, the ser vice
manager and shop foreman gave me
the first trainee and then another who
had almost no foundational knowl-
edge in auto repair. I never figured out
why they did that. One of these was a
middle-aged, laid-off, small-town po-
liceman who couldn’t learn how to
change a serpentine belt, no matter
how many times I explained and dem-
onstrated the process. Another trainee
was shown how to disconnect the fuel
lines to set up the injector cleaner. He
had performed that task successfully
and repeatedly, but one day he mis-
took the A/C liquid line for a fuel line
on a Bronco II, and you can imagine
how that went. It vented refrigerant in
a greasy cloud, blowing the orifice tube
out into the service lot.
Early advancement on a
quest for wisdom
When I was doing fleet maintenance
for the five years I worked down on the
Texas coast (‘78-‘83), I was responsible
for more than 40 pieces of equipment
and had two or three guys for helpers.
We maintained cars, pickups, a couple
of semi-trucks, an IH Loadstar 1800
gas burner, 17 forklifts and three pipe
loaders. There was a separate mechanic
44 DECEMBER 2020
for our 10 cranes,
which didn’t bother 1
me at all because I
always hated work-
ing on cranes.
Anybody who has
been in charge of
a fleet knows prob-
lem-solving and
engineering come
with the territory.
Consequently,
I was forced to
gather and hone
f o u n d a t i o n a l IN A PART OF THE COUNTRY where quite a few guys still work
knowledge at that on their vehicles in their front yards, we see this kind of thing (and
worse) now and again. Fix the brakes right before they leave the shop
job while keeping or let the owner tow the vehicle out of there.
all the cars, trucks,
forklifts and pipe loaders in service. It The road boss shifter fix
was one of the most incredibly benefi- One day I found myself dealing with
cial five years of my entire career. a broken gear shifter on a White Road
Having inherited my dad’s propen- Boss. The top end of the 7/8-inch steel
sity to be self-reliant, I was reluctant shifter rod on that truck had been
to borrow tools from anybody, and I machined down at its tip and cut
didn’t like asking others for trouble- with 5/8-inch external threads where
shooting help, either. The shop at that the big shifter screwed on with its air
place was in one end of a huge Quon- switches and stuff. As I sat in the driv-
set, but on the other end were the weld- er’s seat pondering the quickest fix, the
ers; then there were a few electricians older guys kept insisting that I’d have
and a couple of truck drivers. Except to replace the shifter rod. I postulated
for my helpers, these characters were that I could file the rod flat where the
older guys who tended to mill around threaded part had popped off, center
my (busy) part of the shop when they punches it, drill down into the shaft a
weren’t busy. And I was always hav- couple of inches, tap it with 5/8 threads
ing to engineer fixes to keep the ma- and screw in a suitable length of 5/8
chinery working. I managed some threaded rod. The shifter handle with
successful repairs; some of which my its air valves could then be screwed
supervisor said weren’t possible. back on, and the truck could be driven
PHOTOS: FOUNDATIONAL STRATEGIES / RICHARD MCCUISTIAN

almost right away. I decided to try that.
They were all shaking their heads.
Well, I made it happen just because
they said I couldn’t. And I did it per-
fectly — all while holding the shifter
steady with my right leg wrapped
around it and using a heavy half-inch
electric drill to create the bore at the
end of the shifter, following up by
cutting some good solid 5/8 coarse
threads. That Road Boss was back on
the road making the company money
within a half-hour instead of waiting a
week for parts. That’s what being a me-
chanic is all about, you see. We use our
foundational knowledge, our smarts
and our strength to keep mechanical
stuff going.
With every successful repair, we
gain confidence. And let’s face it —
building confidence and self-reliance
with successful repairs is probably the
most necessary foundational strategy
for a person who wants to succeed in
this or any other field. You have to be-
lieve in yourself. It’s as simple as that.
And then there are times when a re-
pair (or a series of them) seem to go
wrong for us. Just about all seasoned
mechanics have experienced those
SNAFU jobs, sometimes in series, and
it can be psychologically draining. But
we need to encourage ourselves, like
the warriors we are, to rise above the
despondence those situations bring,
which is a powerful foundational strat-
egy. To quote Zig Ziglar, failure isn’t a
person, it’s an event.
Need help much?
One of the things I began to notice on
that Texas coast job was how prone
some mechanics are to call for the calf
rope while troubleshooting, because
it’s easier if somebody else figures out
what needs to be done. I was probably
21 years old with a half-dozen years as
a professional wrencher, and Bob (the
crane mechanic) was 55 at the time,
with decades of heavy equipment ex-
perience. He was good with nuts and
bolts, but he couldn’t troubleshoot a
simple charging system.
Likewise, at the dealer, I ran into
quite a few guys who were good with
nuts and bolts but wouldn’t even try
to read a wiring schematic or the vac-
uum map on a VECI decal. They just
about always needed help with those
things, it seemed. What I taught my
students as a college instructor was
that asking for help isn’t a bad thing,
but it shouldn’t become a way of life
for any professional. That being said,
there are times when we all run out of
ideas and need another set of eyes or
a knowledgeable buddy for a sound-
ing board to clarif y our thoughts.
Throughout my automotive career, I
found myself learning something new
on almost most every troubleshooting
experience. And on more than a few
occasions, I gladly provided input to
help other guys figure out tough ones.
Somet imes t he dispatcher at t he
dealer would hand me the phone with
a call from across town, across the
country and once from North Africa,
to help some Italian mechanics get a
Jeep Cherokee going (I’m not kidding).
But then there were mechanics I knew
who would come to me for help they
didn’t need, and when I asked them
what the problem was, they’d say, “I
haven’t done one like this before.”
My problem with that was that with
new models coming out every year I
found myself doing jobs just about every
day that I’d never done before. That’s
how real mechanics roll in this busi-
ness. Just because we’ve never done a
job doesn’t mean somebody always has
to walk us through it. Granted, some of
the module re-f lashing we have to
deal with on various makes these days
may be dicey enough to call for long-
distance help, and it’s good to have re-
sources like that.
V E H I C LE S E RV I C E P R O S .C O M
UNDERCAR TECHNICAL
2
ANOTHER FOUNDATIONAL
STRATEGY is to look and think. Somebody
installed the caliper and twisted the hose
on this one – and if this had been allowed
to continue… well, it’s not hard to figure out
what might happen.
But be careful of false confidence
that can come if we get lucky too many
times by just swapping a part. Even a
blind hog finds an acorn sometimes.
The sharp guys in this business have
a clear and systematic way of figuring
things out. They’ve sharpened their
troubleshooting skills to find out what’s
NOT wrong and then they hone in on
what the problem is, like missiles on a
target. That’s a foundational strategy
everybody needs to build.
Listen, be humble, and learn
One day I was teaching my people the
method of finding a head gasket leak
into the water jacket, where you re-
move the radiator cap, fill the system
to the top with water, and then spin the
engine over while watching the water
in the filler neck. This is done with all
the spark plugs removed except one.
If the cylinder with the spark plug in it
had a compression leak into the water
jacket, you’d see the water in the filler
neck bouncing or bubbling. If it didn’t,
you’d move the same spark plug to the
next hole and then the next one until
you found the breached cylinder.
A 20 -yea r-old k now-it-a l l me-
chanic in the class disagreed with the
VO L .13 9 .12 4 5
TECHNICAL UNDERCAR

method, saying he had “never heard of that.” Thus, he figured

what I was teaching was unnecessary. He claimed a simple 3
radiator pressure test would provide the same information. I
asked him a series of questions, hoping to lead him to think.
A cooling system pressure tester redlines at about 17 psi
and might fail to reveal a high-pressure cylinder leak, but a
pumping piston on a spinning engine will produce probably
10 times as much pressure with the spark plug in place. Even
after I explained it that way he still wasn’t convinced — or
pretended not to be. We should be open-minded in class,
but we also need to ask the right questions to solidify our
understanding.
At that fleet maintenance job in Texas, since we had a
Delco Parts supplier and I was the foreman with the P.O. book
that bought parts, the Delco supplier sponsored a trip for REPLACING THE FUEL PRESSURE REGULATOR on one of
me to my first real automotive school in 1981. The school these isn’t as difficult as it would seem if you attack it with the right
was at the GM training center in Houston, where Ellen Smith tools. If you can find a safer and faster way while still doing the job
right, everybody wins.
taught 12 guys in a two-day class about GM’s Computer
Command Control system. I still have the training booklets
we got in that class. Thanks to Ellen Smith’s brilliant teach- 4
ing, I learned what Closed Loop Fuel Control is, how zirco-
nia O2 sensors work and gained a lot of other foundational
knowledge other people didn’t have, by just asking her the
right questions. Because of that one class, I developed a solid
foundational fuel system troubleshooting strategies I’ve used
to this day.

What NOT to do
Wearing safety glasses will save your eyes, so do that. Using
a good light and finding the right work angle will help pre-
vent blind mistakes. But experience dictates that what we
shouldn’t do is as important in some cases as knowing what
we should do. A good example of this would be a brake job
that comes in with the brake calipers hay wired, duct-taped,
etc. (Figure 1). And by necessity, we might disassemble those
patched-up brakes and write a solid repair estimate, only to
have a frugal or cash-strapped customer reject the repairs
and tell us to put it all back together the way it was. Excuse
me, but that’s a really bad idea. In that case, the car needs to
either go out of there on the hook or it needs to be fixed right.
There’s no middle ground. It’s a bad bet to allow a customer
to leave your shop with a safety-compromised vehicle, even if
the customer tells you they want it back that way. And even if
they sign a waiver, you’ll still lose in court. Getting away with
it a few times is like playing Russian roulette. And if you’re
working for a shop owner who doesn’t believe that’s a litiga-
tion nightmare, you might want to change jobs.
Another simple example is when we’ve done automatic
transmission work and discovered that the transmission
ONE OF MY MOST SUCCESSFUL AUTOMOTIVE
GRADUATES works at a small local dealership and earns more than I
ever made in the field – granted, this is a different century than mine, but
he told me one day that he watches guys shooting the bull at the water
fountain every day and then complaining at the end of the week about
their flag hours. Don’t do that.
might not go into Park or might not stay there. If Park isn’t
a solid shifter detent, that vehicle shouldn’t be released to
the customer, even if all the other work is done and that’s the
only thing wrong with the vehicle. Sometimes we don’t catch
that unreliable Park issue until everything else is done and
the customer is expecting to have the vehicle back that same
morning. In my department, we’ve had to hold customers’
vehicles while we ordered them a $100 shift cable and/or
whatever else might be needed to make sure Park was Park.
If the vehicle suddenly decides to deselect Park on its own,
roll away and kill somebody, and you released it that way...
well, finish the thought. In hill-country, a vehicle that jumps
out of the park is even worse than patched brakes. Cars can
roll away and kill.

46 DECEMBER 2020
 UNDERCAR TECHNICAL

ADVICS TECH TIP: CERAMIC VS. SEMI-METALLIC BRAKE PADS

Your customers rely on their vehicles to get them safely
from point A to point B, and they also rely on their braking
system to provide reliable stops each and every time.
So how does the vehicle’s friction system work and
what role do brake pads play?
Once you understand how brake pads work and
which material is best suited for which application, you
can then select the right type of brake pads for your
customer’s vehicle and driving needs.
Brake pads are a critical component of the vehicle’s
braking system, providing the friction that allows you to
stop smoothly and securely, every time.
A disc braking system (different from a drum brake
system) consists of four major components; the hubs,
rotors (disc), brake pads and disc brake calipers. All of
these components work in harmony during a braking
event to slow or stop a vehicle in motion. The brake
pads contact the rotor and apply friction/pressure
based on pedal inputs from the driver. The friction/
pressure applied will reduce the rotational speed of the
rotor which in turn reduces the vehicle speed.
Originally, brake pads were made of asbestos — an
effective but highly toxic heat-absorbing material.
Utilizing today’s technology advancements, brake
pads fall into three categories: organic, semi-metallic
(metallic) and ceramic.
The difference between ceramic and semi-metallic
brake pads is simple — it all comes down to the
materials that are used to produce each brake pad.
When choosing a ceramic or semi-metallic brake
pad for a vehicle, there are certain applications in which
ceramic and semi-metallic pads both offer different
advantages.
For performance vehicles, track driving or when
towing, most drivers prefer semi-metallic brakes, as
they provide better braking over a wider range of
temperatures and conditions. They are made of material
that conducts heat well, thus making them more able
to withstand higher temperatures upon braking, while
helping the system cool simultaneously. Semi-metallic
brake pads can be noisier than ceramic brake pads and
their price point normally falls between that of organic
and ceramic brake pads.
Ceramic brake pads, while quieter, are also able
to handle extremely high temperatures with quick
recovery, causing less damage to the rotors. As they
wear, ceramic brake pads create a finer dust than semi-
metallic brake pads, leaving less debris on the vehicle’s
wheels. Ceramic brake pads typically last longer than
semi-metallic brake pads, and through their lifespan,
provide better noise control and less wear-and-tear to
rotors, without sacrificing braking performance. When
deciding ceramic versus semi-metallic brake pads,
bear in mind that not all vehicle makes and models are
compatible with ceramic brake pads, so research is
advised.
Understanding how brake pads function and how
different brake pad materials are suited for different
applications will help you make the right brake pad
selection to fit your customer’s unique vehicle and
driving needs.

Listen, look and think clearly
There are problems we should spot im-
mediately, like a twisted rubber brake
hose rubbing on a CV axle (Figure 2).
Then there’s the natural engineer built
into every really good mechanic. This
would be a guy or gal who has sufficient
understanding of the machine, listens
to things others miss, thinks below the
surface and will ponder why a part of a
system was designed and built the way
it is. Furthermore, this thinker will some-
times figure out how to make solid, sen-
sible, reliable repairs that are safe and
even better than the original design.
One example among hundreds
would be the fix some transmission
experts came up with on those Nis-
san RE401 transmissions, where the
planetary gearset will last longer if
you slightly enlarge that one hole in
the separator plate that feeds oil to
those overheating gears. It’s a very
slight, safe modification that makes
good sense.
As for thinking, some jobs will beat
you up if you don’t just try a different
way of doing the same work. In the late
’80s when some 5.8L F150s had all that
ridiculously complicated Thermactor
Air plumbing next to the plenum and
you couldn’t even see the fuel rail, there
was a recall program where we had to
replace the original steel fuel pressure
regulators with stainless ones. The
original steel ones were rusting inter-
nally and failing (Figure 3). That fuel
pressure regulator is secured to the fuel
rail with three Allen head screws, com-
ing in from the bottom and coated with
the thread-locker compound. The two
other drivability guys I worked with

V E H I C LE S E RV I C E P R O S .C O M VO L .13 9 .12 47
TECHNICAL UNDERCAR
were crabbing about how annoying
it was to replace those fuel pressure
regulators, with the downward-facing
socket head cap screws buried under
all that stuff on top of the engine. “I do it
with my ¼ inch air ratchet,” I told them
offhandedly. They were incredulous
and had me demonstrate my method.
I used my little air ratchet with a ¼
inch drive T27 Torx bit (which works
better on an Allen screw than an Allen
wrench), reached under all that plumb-
ing, found the screws, and had the reg-
ulator in my hand in 30 seconds. The
point of that exercise is that you don’t
know if something will work until you
give it a try.
Concluding thoughts
My career started when I was a young
teenager in the early ’70s, working for
my dad at his garage; I cut my profes-
sional teeth on wrenches and ball
bearings while smelling gasoline and
grease and washing my hands with
GoJo and Lava soap. One of the earli-
est things I learned was not to waste
time when work needs doing (Figure
4). But in closing, when it comes to
foundational strategies, I’d just say
learn to use your head. Visual inspec-
tions are good, but don’t try to wing it
on the repair, and don’t make assump-
tions when you can gather real data.
Read schematics and shop manual
procedures carefully. Have the tools
to gather good readings and scope
patterns, and become a service bay
detective. Cover all the bases.
One guy called me for advice on a
no-start, and I told him to scope his
crank sensor. He had a scope, but tried
other things (for a full month) before
he finally scoped the CKP sensor. He
found that he had broken a tooth from
the 36 minuses 1 reluctor while doing
some torch work on the timing cover.
Don’t neglect voltage drop tests
(Figure 5). Check the fuses and do a
48 DECEMBER 2020
good v isua l
inspection
before you
replace parts
or fiddle with
w ire har-
ne s s e s , el s e
you may acci-
dentally and
temporari ly
fix one that’ll
wind up com- VOLTAGE DROP MAKES HEAT until the current stops flowing and then
ing back. I’ve comes the breakdown. Knowing when and how to check voltage drop is
s e e n t r a n s - foundational knowledge that can’t be side-stepped.
mission problems fixed by a single
fuse after a transmission rebuild and
six weeks of unsuccessful guessing.
I knew of a dealership in Texas
that shamefully charged $1,700 to fix
a government SUV. After their me-
chanic chased a problem for a week, it
was found in the end to be caused by a
single fuse that had been removed by
a government mechanic while he was
installing a light bar. Again, check the
fuses first, then powers and grounds.
On engine repairs, do the cheap and
easy stuff first. If you’re working on a
mysterious overheater, try a thermostat
first and then bypass the heater core
with a clear hose (to check the water
pump action) before you unnecessarily
pull the cylinder head. If you do pull
the head and find the problem, don’t
call that overheating engine “fixed”
without finding out why it overheated
in the first place. Remember, cause
and effect. A repeat performance of
that overheat because you missed an
intermittent fan problem makes for a
record-breaking comeback.
Focus on the customer’s primary
complaint before you go off on a tan-
gent. While that might sound simplis-
tic, such tangents happen.
Case in point: One owner told me
he had taken his Cavalier to the Chevy
dealer in another town and had it writ-
ten up for overheating. The mechanic
5
noticed a misfire and got side-tracked
chasing that for some reason. The car
was running smoothly when the me-
chanic finished, but the overheating
problem had never been addressed in
the service bay. The owner never read
the bill. He paid and never even knew
his $500 went to fix an engine skip that
wasn’t even written up on the repair
order. He just headed home, and the
Cavalier overheated and destroyed the
engine beyond all repair.
Finally, don’t make a habit of bor-
rowing tools or anything else from
other mechanics. That’s unprofes-
sional, unnecessary and unwise. Be
your own person, buy your own tools
and do your work with integrity. If
you’re a shop owner, use a good labor
guide, be fair and don’t overcharge for
your work. Always admit your mis-
takes and strive to make things right
when mistakes happen. That’ll put
you head and shoulders above more
people than you can imagine in just
about any business.
RICHARD MCCUISTIAN
is an ASE certified Master
Auto Technician and was
an automotive instructor at
LBW Community College in
Opp, Ala. He is now retired
from teaching and still
works as a writer for Motor Age and various
Automotive Training groups.
rwm19@mail.com
45 Days of Training | Launching January 20, 2021

Presented by these trusted brands:

 TECHNICAL // UNDERHOOD
A TRANSDUCER IN
THE SURGE TANK?
THERE WAS A COMBUSTION LEAK IN THE ENGINE, BUT WHERE?
MICHAEL EILBRACHT //
I
Contributing Editor
’ll bet a lot of you are probably won-
dering why I am asking this ques-
tion. Using a transducer in a surge
tank or radiator of a cooling system
has been in practice now for several
years. However, when I was working on
this bus, another technician came by
and asked me this question exactly as
the title states. The technician knew that
50 DECEMBER 2020
the tool I was using was a transducer, but
he was curious about what I was using it
for. So as not to ruin the case study, let’s
go ahead and start at the beginning and
let me explain how this question of the
transducer in the surge tank came about.
Boiling point
Late one afternoon, I was given a com-
plaint card from a driver stating that
the vehicle had a check engine light
illuminated, and it was showing high
temperature on the gauge. I then go get
my aftermarket scanner to check codes.
The vehicle I am working on is a 2011 40
ft. New Flyer low-floor bus with a Cum-
mins ISL 9 Engine. I look at the codes
and stored is below:
• 1515 — for the Multiplex Accelera-
tor Pedal
• 3527 — for the Accelerator Pedal
or Lever Idle Validation Switch
PHOTOS: MICHAEL EILBRACHT
 UNDERHOOD TECHNICAL

• 2962 — Exhaust Gas Recircula-

2
tion Temperature
• 2646 — for Engine coolant tem-
perature condition exists
• 2963 — Engine Coolant Tempera-
ture Data Valid but above normal oper-
ating range least severe level
• 2961 — Exhaust Gas Recircula-
tion Temperature Data Valid but above
normal operating range (Figures 1, 2)
For now, I am not worried about the
Accelerator Pedal DTCs. I am concerned
about the symptom: the engine is over-
heating. I then notice that the frequency
of certain DTCs has more counts than
others (Figures 3, 4, 5). From my experi-
ence, when you see this info, you need to
concentrate your efforts heavily on these
codes and then see how they can relate
to other codes. So, after seeing that the
3
EGR codes were counting up the high-
est and coolant temp codes were pres-
ent as well, I decided to graph some data
with my scanner and go on a test drive. I
wanted to see how the EGR and the cool-
ant temp relate to each other.

Test drive
I got everything set to record on the
scanner so I could pay attention to
driving. I recommend to anyone using
a scanner to graph data and record a
movie of it so you can review it when
you get back. I got back to the shop and
reviewed the data, and I notice a pat-

4 5

V E H I C LE S E RV I C E P R O S .C O M VO L .13 9 .12 51
TECHNICAL UNDERHOOD

6 9

tern (Figures 6, 7, 8). The crankcase

pressure sensor signal voltage is at 2.88
volts (which is 1.9 psi) under load at
1247 rpm. The EGR temperature sen-
sor signal voltage is decreasing at the
same time, which indicates the EGR
temperature is increasing (this sensor is
7 a negative temperature coefficient sen-
sor). Another piece of information that
gives us some insight here is the EGR ef-
ficiency PID. It, too, is decreasing. There
is also substantial increase in coolant
temperature and momentary spikes in
EGR differential pressure. So after see-
ing this data, I was convinced that there
was a combustion leak somewhere in
the engine, but where?

How am I going to prove it?

So here is how I proved it, as mentioned
in the title — “A transducer in the surge
tank.” As shown in Figure 9, I have in-
serted a transducer into the surge tank
of this bus to prove where the combus-
8 tion pressure is coming from. I have also
put a low amp clamp on injector No. 1 for
my synch. The reason I did this is to see
if the pressure increase has any relation-
ship to the firing order of the engine. After
doing the third capture, I saw a repetitive
pattern (Figure 10). Each time there is
a pressure rise in the surge tank it corre-
lates with the firing order of the engine.
Figure 11 shows the degree rulers being
shifted to the left and proves they line
right up with the firing of each cylinder
(which is 120 degrees apart for an inline
6-cylinder engine). I now had the proof I
needed to confirm a bad part. So, before I

52 DECEMBER 2020

give away the answer, let’s think about the
data, what type of engine this is and what
the scope is telling us.
I have proved without a shadow of a
doubt that a combustion leak is present.
But we still have the question of where is
it coming from? It can’t be from a faulty
air compressor on this engine, because
10
11
12
V E H I C LE S E RV I C E P R O S .C O M
UNDERHOOD TECHNICAL
the air compressor has two cylinders
on it, and the pulses wouldn’t have cor-
related with the cylinders’ firing events.
There would only be two distinct ex-
haust pulses if one were scoping the air
compressor at its outlet line. This engine
has EGR with a DPF as well as an SCR
and is a high-pressure common rail fuel-
ing system. Remember in the scan data
that the EGR temperature was increas-
ing and the efficiency PID was decreas-
ing? Plus, the crankcase pressure was
increasing. We know it cannot be a base
engine combustion leak because of the
waveform present. There are pressure
pulses representative of each cylinders’
combustion event. What is one common
component of this engine that could
cause pressure pulses to be exhibited for
each cylinder? The EGR cooler. The EGR
cooler was leaking and pushing the ex-
haust gases of the entire engine into the
cooling system. I was able to determine
this by using a transducer.
This is just another example of di-
agnostic techniques from the automo-
tive side that can also be utilized in the
heavy-duty world. Automotive techs
have been using this technique for a
long time. We replaced the EGR cooler
and took it for a test drive and had no
more codes, as indicated in Figure 12.
Another thing I would like to add is the
vehicle was diagnosed with an after-
market scan tool. Having OEM tools
are nice, but you can still fix a lot of ve-
hicles with aftermarket equipment. It
certainly is a feasible option compared
to OEM and all the subscriptions you
must keep up with.
MICHAEL EILBRACHT
is a transit bus technician
for the Champaign and
Urbana Mass Transit District
in Urbana, Ill., and is the
owner of Mje Diagnostics, a
heavy-duty mobile diagnostic and training
business. He is also an ASE Certified
Master Transit Bus Technician and also
holds an Advanced L2 Certification.
VO L .13 9 .12 5 3
 TECHNICAL // TECH CORNER
SO YOU WANT TO
BE A TECH SUPPORT
SPECIALIST?
UNDERSTANDING THE CRITICAL ROLE OF PLAYING PUPPET MASTER
BRANDON STECKLER // Technical Editor
L
et’s not get started on the wrong
foot here. I’m NOT a profession-
al automotive technical support
specialist. However, I do spend a
lot of my time assisting others online by
providing insight and technical support.
Does this make me qualified? Perhaps
not, but I’m going to give you my two
cents anyway.
This article intends to pay respect
and recognition to the men and women
who have the title of Tech Support Spe-
cialist. These people sure have taught
me a lot about:
• Developing my own diagnostic
game plan;
• Thinking outside the box and not re-
lying on flow charts to pursue faults
blindly;
• How to access the necessary infor-
mation to properly and efficiently
diagnose a fault;
• Deductive reasoning; and
• Avoiding pitfalls and wasted time
performing unnecessary tests
Playing puppet master
I’ve saved what I consider to be the most
admirable trait for last — and that is play-
ing the role of puppet master. This is not
to be taken lightly, as the tech support
specialist not only has a tremendous re-
54 DECEMBER 2020
sponsibility in front of them, he/she also
has a reputation to uphold — for both
themselves and the company they repre-
sent. It’s the clients (the shops/techs) that
are counting on the tech support specialist
to make logical decisions and guide them
towards a diagnosis/proper fix.
Now, we’ve all had our butts kicked
by that one vehicle that ruined our day
or perhaps even kept us from sleep that
evening. Heck, I know of technicians
who have thrown in the towel and quit
their job over a tough-to-solve issue! As
ridiculous as that sounds, it’s the truth.
I told you that so you can consider
this: that “one car” may have ruined
your day and you were happy to get
out from beneath it, I’m sure. Consider
the average day for the technical sup-
port specialist. They aren’t faced with
one tough-to-solve issue. They face
sometimes dozens in a single day.
They typically don’t specialize in one
make/model/system or area of a ve-
hicle. They are faced with many years/
makes/models. I’m talking about Eu-
ropean makes, domestics and Asians.
I’m speaking about gasoline-powered,
diesel-powered, electric/hybrid pow-
ertrains. Everything from drivability
to HVAC to even ADAS. They have to
be prepared for everything.
But there is one more layer of com-
plexity and that is the fact that they have
CHRIS MARTINO, Automotive Technical
Support Specialist for OPUS IVS.
to offer their input from sometimes
thousands of miles away. Not only do
they have to have a solid understand-
ing of the subject vehicle’s systems and
individual components, but they have
to trust that the technician on the other
end of the puppet strings is performing
the prescribed tests properly. This is al-
most always the biggest hurdle for the
technical support specialist.
The one and only Chris
Martino of OPUS IVS
This is where I have to give recognition
to a dear friend of mine and one of the
most intelligent technicians (and tech
support specialists) I know. My great
friend Chris Martino.
I love getting together with Chris
because I always learn a lot from him.
As mentioned above, his skillset is con-
PHOTOS: BRANDON STECKLER

stantly being refined and polished. It has
to be because he doesn’t use his hands
as all of us technicians out there do. He is
forced to use only his brain (the best tool
in our arsenal) and relies on the techni-
cians he is assisting to be his hands.
I commonly reference the puppet
strings because of what I just stated
above. But it’s the fact that it’s only human
nature to be inherently lazy and take the
path of least resistance. Chris is always
aware of this and because of this aware-
ness, he chooses his words carefully. For
instance, it’s quite rare for Chris to ask
yes/no questions. It’s simply too easy for
the technician calling for help to answer
just to fill a void. Sometimes Chris will
require the technician to provide some
information (test results) that may not be
so quick or easy to obtain. An example of
this might be Chris asking the technician
about the integrity of a ground side of the
circuit, particularly if there is any exces-
sive voltage-drop present. Chris will not
ask the technician if the grounds were
tested. Most often that would lead to a
response of “Yes, the grounds are fine.”
It’s blemished responses like this that
are frequently where the fault would’ve
been discovered. Instead, Chris will ask
the technician what the quantity of the
voltage-drop was/how the test equip-
ment was set up, and wherein the circuit
the test was conducted. THAT is how to
get the information needed for proper
analysis!
Cool tools
To assist tech support specialists like
Chris, they use some nifty tools to make
their process even more efficient and
accurate. For instance, many of the PC-
based scan tools will connect to the
internet via WiFi. This enables Chris to
view the desired data PIDs and even set
up certain tests he’d like to see the results
of. Even the PC-based lab scopes support
this type of connectivity. This makes for
some very efficient analyses, especially
when assisting a novice. Chris can still
get the test results he needs to see, even
if the novice is unsure of how to operate
the equipment or perform the test. There
are times when a test result is required
but simply can’t be obtained due to a lack
of tooling. Chris has been known to mail
out his lab scope and pressure transduc-
er on “loan.” What a CHAMP!
I distinctly recall on one particular
occasion Chris sharing with me the
fact that he will connect with a client’s
cell phone camera and view the situa-
tion LIVE! This gives Chris the distinct
advantage of being thousands of miles
away but still being at the vehicle, vir-
tually. This might not seem all that
important, but rather than just viewing
component locations in service infor-
mation, Chris can see the components
himself. This comes in handy when
directing a technician to “pull on this”
and “tug on that” area of a wire harness.
This makes for rapid discovery of broken
wires or poor connector fitment issues.
Some of these can be very hard to find.
Chris can even record/perform a dem-
onstration and allow the client to view it
from their phone. All of this to get the ve-
hicle analyzed, diagnosed and repaired
properly and as efficiently as possible.
So, how can this help me?
Maybe I wasn’t successful in convincing
you to become a technical support spe-
cialist. But, there is still a huge takeaway
here. As I’ve stated, tech support special-
ists like Chris are faced with dozens of
faulted vehicles a day. Chris has assisted
more than 50 technicians in a single day.
The only way to do that is to have a plan.
Master the basics, like Ohm’s Law. No,
don’t memorize the actual written laws,
but understand the relationship between
voltage, current flow and resistance. Do
some late-night reading before bed and
get comfortable with the theory and oper-
ation of inputs like these, as they are used
in every year/make/model out there:
V E H I C LE S E RV I C E P R O S .C O M
TECH CORNER TECHNICAL
CHRIS, AT HIS WORK SUPPORT
STATION, doing what he does best —
taking all of the clues provided from the
answers derived during his interview
process. He assembles these answers like
puzzle pieces until he draws a diagnostic
conclusion for those to whom he provides
technical support.
• Variable reluctance sensors (cre-
ating AC sin wave signals)
• Hall-Effect/Magneto-resistive ele-
ment sensors (creating digital square-
wave signals)
• Potentiometers/Pressure sensors
(creating signals correlating to posi-
tion/pressure)
Get familiar with Outputs, too.
These are all devices that follow prin-
ciples of electromagnetic-induction
and again…you will find them on every
year/make/model out there:
• DC motors
• Solenoids
• Relays
• Ignition coils
These are the fundamentals that the
tech support specialist has mastered,
which makes them so good at their job,
and such an asset to shops/technicians
in a jam. You may not desire to be a
tech support specialist, but you should
mimic their habits. You will certainly
take your diagnostic ability to the next
level and may have yourself reaching
for a Super Man cape!
BRANDON STECKLER
is Technical Editor of Motor
Age. He is a working tech at
Lykon Automotive in Bristol,
Pa. He has worked in the
field for over 18 years and
holds multiple ASE certifications.
bhsteckler@gmail.com
VO L .13 9 .12 5 5
 TECHNICAL // GARAGE

ARE YOU DEF?

UNDERSTANDING DIESEL AFTER-TREATMENT SYSTEMS AND HOW TO REPAIR THEM
EDWIN HAZZARD // Contributing Editor
1

O
nce working in the automo-
tive industry as a techni-
cian, I’m sure many of you
have had the opportunity
of working on a diesel-powered vehicle.
Many technicians can be intimidated by
these vehicles (just like an EV, CNG or a
hybrid vehicle). The only difference with
these types of vehicles is that they are,
well, “different.” You have been trained
to work on gasoline-powered vehicles so
that makes you more familiar with them.
A diesel-powered vehicle can become
second nature to you as well, providing
you have adequate training. Let’s face it,
with today’s ever-increasing technology
in our industry, training is the most im-
portant tool we can obtain.
What gave us our greatest chal-
lenges on gasoline vehicles was the
addition of emissions control devices
that accompanied the basic gasoline
engine. After the emission protocols
that were introduced for the sake of
keeping a clean environment, they
also added computer-controlled emis-
sion components. Well, I’m happy to
inform you that they have done the
same with the diesel engine. The big-
gest thorn in the side of a diesel vehicle
owner is the added emission control
system, known as the after-treatment 2020 TICO PRO SPOTTER VEHICLE
system. Service technicians have ex-
perienced the challenge of servicing a diagnostic process. Below is a vehicle 6.7L Cummins QSB engine (Figure
diesel vehicle’s after-treatment system. that I worked on that had a problem 1), which is used to shuttle contain-
The biggest challenge for a technician with a certain component in the after- ers to and from a cargo ship, came
working on these types of systems is treatment system. into the shop. Even though this ve-
the lack of understanding in how these hicle is not driven on our highways,
systems work, what components are in Today’s challenger by law it has to run clean emissions.
these systems and where to start their A 2020 Tico Pro Spotter truck with a This vehicle has an after-treatment
PHOTOS: SOUTHEAST MOBILE TECH
56 DECEMBER 2020
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TECHNICAL GARAGE

2 3

NOX SENSOR DOSING CONTROL MODULE

system installed by the manufacturer

4
(Tico) and has been coupled to the
Cummins engine. For the most part,
the components that comprise the
system are made by Cummins. The
after-treatment system is monitored
by the ECM, but is interfaced with
both the Cummins and Tico wiring
harness. This is a common trait in
the heavy-duty truck industry. Many
vehicles are assembled with multiple
components used by different manu-
facturers and they have to tie-in their
wiring harnesses together. Sometimes
when you pull up a wiring diagram
you might have to use several differ-
ent ones to get all of the information
you need. That can be challenging DEF TANK MODULE
at times. On this particular vehicle,
several components come into play But what is an after-treatment sys- combustion engines. In other words,
in these types of systems. As I stated tem? An after-treatment system is a it is a device that cleans exhaust gases
before, the after-treatment system is method or device for reducing harm- to ensure the engines meet emission
controlled by the engine computer. ful exhaust emissions from internal- regulations.

58 DECEMBER 2020
 GARAGE TECHNICAL

5 6

SCANTOOL DATA PID OF DEF QUALITY

7
OTC DEF TESTER

So this is how it works

The harmful emission gases in the ex-
haust stream move from the exhaust
side of the turbo to the after-treatment
system. On the Cummins system, the
Diesel Particulate Filter (DPF) collects
and oxidizes carbon to remove par-
ticulate matter (PM) by more than 90
percent; the Diesel Oxidation Catalyst
(DOC) aids in this process and is also
contained within the DPF. The exhaust
passes from the turbo through the DOC
and enters the DPF. After collecting the
particles from the gases in the DOC and
DPF, there is still nitric oxide (NO) and
nitrogen dioxide (NO2) left in the ex-
QUALITY SENSOR
haust. To reduce the NOx levels, a light
mist of urea or Diesel Exhaust Fluid let NOx sensors (Figure 2), a couple of quality,” stored as an active code in the
(DEF) is injected into the hot exhaust temperature sensors, a dosing module ECM. An active code merely means
stream in the decomposition reactor. (Figure 3) and injector, a DEF tank mod- that the fault is happening “now.” What
The exhaust progresses from the de- ule and a DEF storage tank. To make it this means is the after-treatment diesel
composition reactor into the selective easier, I look at it in three sections: exhaust fluid quality sensor (located in
catalyst reduction (SCR) system. This • The catalyst section the DEF tank module [Figure 4]) is a
converts the toxic NOx and urea mix- • The particulates filter section smart device that communicates to the
ture into harmless nitrogen gas (N2) • The diesel exhaust fluid section ECM via the J1939 data link. The after-
and water vapor (H2O). This effectively When a DTC is set, that code de- treatment diesel exhaust fluid quality
eliminates harmful emissions, resulting scription will tell you what part of the sensor performs its internal diagnostic
in near-zero emissions from the exhaust. after-treatment system is at fault. On checks and reports malfunctions back
On this truck, there is a catalyst, this truck, there was a code 3866, “The to the primary engine control module
diesel particulates filter, inlet and out- after-treatment 1 diesel exhaust fluid via the J1939 data link.

V E H I C LE S E RV I C E P R O S .C O M VO L .13 9 .12 5 9
TECHNICAL GARAGE
The after-treatment diesel exhaust
fluid quality sensor is used to measure
the concentration of the after-treat-
ment diesel exhaust fluid in the tank.
This sensor essentially measures the
quality of the DEF f luid to see if the
f luid is not contaminated. This sen-
sor is not serviced separately from the
DEF control module or tank sender
unit. Fresh, 100 percent DEF fluid will
WIRING GOING TO DEF TANK SENDER MODULE
SCOPE CAPTURE OF TESTING THE DEF TANK SENDER MODULE
60 DECEMBER 2020
measure at 32.5 percent. The DEF fluid
can be tested using a refractometer or
a suction tube-type tool, similar to the
tool that is used to check antifreeze
strength (Figure 5). DEF f luid has a
shelf life and can go bad if not used
promptly or stored properly. When the
DEF quality percent drops below a cer-
tain threshold, the MIL will be illumi-
nated to alert the driver. If the vehicle
8 6). I checked the DEF quality with the
is continuously driven with the engine
light illuminated, the vehicle will go
into a derate condition where the driver
will lose the accelerator function.
Now, remember this vehicle is a
model year 2020. So, if the DEF quality
dropped below the correct value, you
would assume that the f luid is con-
taminated or compromised. Looking
at our scan tool, you can see that the
value is below 32.5 percent (Figure
tester and was within spec. I inspected
the inside of the tank for contaminants,
which the fluid sock would have picked
up, but there wasn’t any. So, knowing
that, I felt it was time to check the DEF
quality sensor for proper operation.
You can see the black box on the
bottom of the sender is the module that
houses the quality sensor, level sensor
and the tank/fluid temperature sen-
sor (Figure 7). On the bottom of that is
the fuel sock filter. Hopefully, that will
stop any contaminants before they hit
the sensor module. Before I condemn
a part and especially if it’s expensive,
I like to make sure that the part is bad.
 GARAGE TECHNICAL

Proof is in the pudding (Figure 9). The J1939 communication Proper testing of a system and its
After reviewing the service information, circuits are both good, as well. The data components is critical in today’s ve-
it appears the tank level sender module traces are clean, even and both about hicle diagnostics. It doesn’t matter if
is a simple setup. There isn’t any adjust- 2.5 volts (proper communication sig- it’s a light-duty or heavy-duty vehicle.
ment whatsoever to be performed. This nal for this vehicle). So in reality, the Understanding how a system operates
component has four wires going into it quality sensor communicates over the is key to a successful repair. That’s why
(Figure 8). The red wire is a 12-volt pow- J1939 network to the ECM. If the quality I can’t stress this enough. Every tech-
er feed and the black wire is the ground. sensor is communicating properly and nician who works in the automotive
The other two wires are green and yel- we are talking to it with our scan tool, industry, regardless of experience, has
low. This is a twisted pair, and they repre- then the quality sensor is functioning. to continue their education. Training
sent the J1939 communication network But in reality, the quality sensor is not will stop when technology stops. We
(the communication protocol found transmitting accurate data to the ECM. all know that’s never going to happen.
on most heavy-duty vehicles). The best Something internal to the quality sen- With the proper training and using
way to test this component is with the sor has failed as it isn’t reading the cor- tools that are up to today’s standards,
unit still hooked up to the vehicle. I pro- rect DEF concentration. This truck is a you, too, will be successful when that
ceeded to use a lab scope for this test. As new model and the sensor should not job arrives in your service bay.
you can see on the scope setup below: have failed so prematurely. By testing
• YELLOW = Channel , 12-volt power every circuit going to the DEF level EDWIN HAZZARD
feed sender module, I knew with confi- has more than 30
years’ experience in the
• RED = Channel 2, circuit ground. dence that the shop needed to replace
automotive industry as
• GREEN = Channel 3, J1939 low this component. This part is still under a technician, service
circuit warranty. The shop replaced the part consultant and mobile
• BLUE = Channel 4, J1939 high circuit and informed me that the proper DEF diagnostic tech. He is the owner of a
successful mobile auto and truck repair
The 12-volt power feed and the quality had returned and the engine service in Newburgh, NY.
ground circuits both appear to be good light was extinguished. ehazzard@automotivetechsystems.com

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 APG // AUTOMOTIVE PRODUCT GUIDE
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 // CATEGORY // PRODUCTS & SERVICES

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V E H I C LE S E RV I C E P R O S .C O M VO L .13 9 .12 6 3
FINDING THE CAUSE OF BATTERY DRAIN
THE EASY WAY TO FIND AND FIX PARASITIC DRAINS
PETE MEIER // Director of Training
In the old days, if a customer com-
plained that the battery in his vehicle
kept dying and needed a jump start, the
first place an experienced mechanic
looked was the cigarette lighter. Often,
the lighter element would stick and con-
tinuously draw current. With an amme-
ter connected in series with the battery’s
negative cable, it was easy to see the re-
sult when the element was removed.
It’s not so easy today, though. With
dozens of computers on a modern ve-
hicle, any one of them can remain active
when it shouldn’t and slowly drain the
SIGN UP FOR YOUR SUBSCRIPTION TODAY AT MOTORAGE.COM/MATCONNECT
64 DECEMBER 2020
battery to the point of a “no start.” We
were taught that the old way of discon-
necting the battery in order to connect
our ammeter in series was a “no-no”
today. Doing so, we were told, could
allow the active module to begin to work
properly since the connect/reconnect
was like clearing a module’s memory.
Instead we were shown a “new”
method that wasn’t new at all. It was a
method that used the concept of volt-
age drop to identify current flow through
the various circuit fuses. And it was
very effective. It allowed a technician to
identify which circuit was active when
it shouldn’t be, and from there the tech
MOTORAGE.COM/dec20trainer
could hone in on the culprit.
The only problem with this test is
that it was originally used on circuits
protected by the old glass fuses of days
now past. Blade-style fuses are common
and can be tested using this method eas-
ily, but the newer designs (cartridge-
style especially) are not so friendly to
this testing procedure.
Add in another testing challenge.
Often, the draw is intermittent — on
again, off again — and can be difficult
to catch using the voltage drop method.
So, what do you do? Watch this
month’s edition of The Trainer and
find out!
MORE PARTS FOR MORE CARS