Just a few short years ago, asking for assistance with something in the work bay was as simple as walking over to the tech next door or the shop foreman. He or she could see what you were analyzing and provide input accordingly. That was easy, because it was right in front of them. But now, assistance is found quite literally in all corners of the world. Without the correct information present, obtaining good help can be hard to find.
Capturing the correct data
With the impressive leaps and bounds, the automotive industry (among many others) has seen, it’s no wonder data is so easily shared among others. The issue is that we don’t always tend to capture the correct data.
Nowadays, I find myself primarily providing technical assistance to technicians of all skill levels. However, one thing remains consistent, regardless of their experience and tenure. They tend to capture far too much or incorrect data altogether. The data being captured should represent a story as it unfolds. This story should demonstrate:
- The data representing the functionality of the system in question
- The fault (data captured during the “symptom")
- The system’s reaction to the fault
If you can capture that data (as described above), there is a significantly better chance of solving the root cause of the issue efficiently.
Regarding the issue of “too much information,” at times I will receive an email with 15-20 different captures. Neither of them tells “the story.” The technician meant well but when I see this, it tells me that the tech lacks understanding of the system’s (and its components) functionality and/or the goal of the system. This brings me to my next point.
Do your homework
If you don’t have a solid understanding of what it is you are addressing, you will not anticipate the system’s functionality. Therefore, your test results will mean nothing to you (whether it’s functioning correctly or not). Take the time to read and familiarize yourself with:
- The system and all the players on the team
- What each of those players’ roles is
- Always have the associated wiring diagrams with you (including communication topology)
This is one of the biggest oversights most technicians encounter when they reach out to me for assistance. Their ideas on the system functionality exist only from past experiences from other vehicle encounters. This is a big mistake as most vehicles are configured differently from one another. As you are all aware, “there is more than one way to skin a cat.”
Capture in the correct format
Second on the list of mistakes made by technicians seeking assistance is not so much the data they have chosen to capture, but the fact that they have sent me screenshots of the data. Doing so means the data is nothing more than a pretty picture at best.
Whether you have chosen to capture graphed scan tool data or information derived from a multi-trace lab scope, be sure to send the raw file. Doing so allows me (the analyst) to manipulate the data the way I see fit. Having the ability to zoom in and out (to see repetitive views or more detail) allows me to determine if events are occurring as they should. This also leaves me with the ability to plot to measuring cursors, and rulers (for degrees of rotation or percentage of a complete cycle). This is an absolute “must-have” when it comes to analyzing others’ data.
So, I’ll admit, this blog entry is a bit self-serving, but I would never put anything out here for all of you unless I was 100-percent confident it will also improve your diagnostic workflow, organizational skills, efficiency, and confidence. The next time you reach out for help, consider what we just discussed. Help your tech support specialist help you. Pay attention to what he or she is requesting and ask them to demonstrate what it is they see in the data, that yields them a diagnostic conclusion. I promise you they will be happy to show you.
About the Author
Brandon Steckler
Technical Editor | Motor Age
Brandon began his career in Northampton County Community College in Bethlehem, Pennsylvania, where he was a student of GM’s Automotive Service Educational program. In 2001, he graduated top of his class and earned the GM Leadership award for his efforts. He later began working as a technician at a Saturn dealership in Reading, Pennsylvania, where he quickly attained Master Technician status. He later transitioned to working with Hondas, where he aggressively worked to attain another Master Technician status.
Always having a passion for a full understanding of system/component functionality, he rapidly earned a reputation for deciphering strange failures at an efficient pace and became known as an information specialist among the staff and peers at the dealership. In search of new challenges, he transitioned away from the dealership and to the independent world, where he specialized in diagnostics and driveability.
Today, he is an instructor with both Carquest Technical Institute and Worldpac Training Institute. Along with beta testing for Automotive Test Solutions, he develops curriculum/submits case studies for educational purposes. Through Steckler Automotive Technical Services, LLC., Brandon also provides telephone and live technical support, as well as private training, for technicians all across the world.
Brandon holds ASE certifications A1-A9 as well as C1 (Service Consultant). He is certified as an Advanced Level Specialist in L1 (Advanced Engine Performance), L2 (Advanced Diesel Engine Performance), L3 (Hybrid/EV Specialist), L4 (ADAS) and xEV-Level 2 (Technician electrical safety).
He contributes weekly to Facebook automotive chat groups, has authored several books and classes, and truly enjoys traveling across the globe to help other technicians attain a level of understanding that will serve them well throughout their careers.