A fleet’s goal should be to have an ongoing, systematic program that furnishes the technician with training that delivers all the necessary technical information and hands-on skills needed to maintain and improve the competency of the technician during employment. The fundamental competence levels required of a service technician are:
1. Ability to diagnose the malfunction by:
- recognizing an abnormal condition (or verifying the customer complaint),
- relating symptoms to probable causes. This involves the use of the proper test equipment, accurately interpreting test results, and isolating the problem cause.
2. Ability to correct the malfunction by:
- selecting the proper service procedure and taking the action required—adjust, repair, replace—to preclude the recurrence of the problem (i.e., correct the problem),
- testing to specification to ensure the problem has been corrected (verify the repair).
These guidelines will be a big help for shop managers wishing to get the most out of their technicians while also improving technician morale and decreasing employee turnover.
The following materials/sources are also useful when developing a technician-training program:
Related TMC Recommended Practices
- TMC RP 519, Recommendations for an Employee Performance Evaluation Program
- TMC RP 528, Fleet Technician Certification: A Guideline for Implementing a Technician Certification Program
Other Training Standards and Recommended Practices
- SAE J2017, “Developing Technician Training,” Society of Automotive Engineers (SAE), Warrendale, Pa., 1989, 1995
- SAE J2018, “Assessing Technician Training,” Society of Automotive Engineers (SAE), Warrendale, Pa., 1989
- National Automotive Technicians Education Foundation (NATEF), ASE Certification for Medium/Heavy Truck Technician Training Programs, Leesburg, Va., 2004
- National Automotive Technicians Education Foundation (NATEF), Standards and Guidelines for Certifying Provides of Continuing Automotive Service Education, Leesburg, Va., 2001
Other Related Resources
- Automotive Training Managers Council, 101 Blue Seal Drive SE, Suite 101, Leesburg, VA, 20175
- National Institute for Automotive Service Excellence, 101 Blue Seal Drive SE, Suite 101, Leesburg, VA, 20175
- Professional Technician Development Committee, Technology & Maintenance Council (TMC) of American Trucking Associations, Inc., 950 N. Glebe Road, Arlington, Va., 22203
- SkillsUSA, P.O. Box 3000, Leesburg, Va., 20177-3000