Car Dealership Service Departments: The View From the Front Lines

by Chris Fairfield, Service Technician (Written before 2000)

I just found your web site and after a brief glance at certain sections I must say it looks pretty informative and well thought out. Good job! I have a more than passing interest in Chrysler because I am a dealer employed "A" technician with over 15 years experience. I am also ASE certified in all eight auto categories as well as L1 (engine performance specialist) and have a refrigerant recycling licence.

So, why am wasting your time telling you this drivel? Simple. You probably don't hear much from us because we're maxed out just trying to keep up with the changing technology. It is a fact that there is a dire shortage of qualified technicians to service todays complicated cars and trucks. The training and schooling we go through nowadays is intense to say the least. Then we have "experts" like Mark Eskeldson who write books generally vilifying us (yes I've read them).

I am not for one second condoning incompetence or lack of ethics. I always do my very best for my customers and know many other techs who feel and do the same. Those professional men and women are the true heroes of the service industry. Every single day they deal with:

the car that never acts up in the shop
normal quirks that customers don't want to hear about
management only interested in the bottom line
the intense heat from today's engine compartments and the cold slush, snow and ice of winter
less than perfect communication from everyone
the manufacturers riding roughshod over us
typo laden service manuals
and worst of all, the unforgiving time clock always breathing down our necks.

Makes you wonder why anyone in their right mind would voluntarily do this for a living.

We do it for the simple thrill of getting the customer's car fixed and back on the road where it belongs. We do it for the lady with 4 kids and no child support who has enough money to fix the car or feed her family but not both and is drowning in her own tears because she can't decide what to do(true story and we charged her nothing). We do it for the retirees on social insecurity who need their cars to get around and rely on us to keep them going. We do it for the young families just starting out in life who can't afford a better car just yet. In short, we do it for the simple thank yous and heartfelt appreciation of all our customers. Those are life's greatest rewards and the best pay of all.

Please excuse this long-winded tirade. I am not trying to crucify anyone or vent anger. I believe the motoring public needs to know what we go through today (almost forgot the completely incomprehensible and totally nonsensical govt. regs) to keep them on the road and that we leave no stones unturned in fulfilling that goal. I am also filled with nothing but praise and thanks at your website and the immense effort it requires to maintain it. Keep the great work!

Almost forgot to mention: 7176 fluid is required in all Chrysler Corp. vehicles since 1987, change fluid and filter every 15, 000 miles (12000 in 4wds), and always refer to your owners manual or your local Chrysler tech when it doubt. (Webmaster note: new fluids are required for most 2000 and later models).

Let the Mopars rule!

Chris (Dartatak) Fairfield