Knowledge Builds Confidence

Ongoing training has remained an issue for all aftermarket players, and few categories have seen a need as acute as the rapidly evolving area of emissions systems and components.

Even the way emissions parts are defined has continued to change. While some jobbers confine the category to only parts that directly monitor and control a vehicle’s emissions, such as EGR valves, oxygen sensors, mass air flow sensors, and the like, the industry has broadened the definition to include everything from engine management to exhaust.

One approach is to examine how a part, directly or indirectly, affects a vehicle’s exhaust emissions.

“Those that affect emissions indirectly are parts that are internally lubricated, such as pistons, piston rings, valves, valve stem seals, and timing components–parts that can cause emissions to rise if they are not in good shape,” says Warren Suter, director engine management systems for Bosch. “Parts that affect exhaust emissions directly include fuel/ignition systems along with supporting systems such as related sensors, [the] electronic control unit, and other parts and systems that influence combustion, exhaust after-treatment and evaporative emission control (or canister purge control).”

For jobbers, adequate training requires not just knowing how a specific part operates, but what problems can arise further downstream when that part malfunctions. For example, a fuel injector that doesn’t flow properly will affect the emissions of the vehicle.

The same holds true for the ignition coils. While the coils are considered part of the ignition system, if it does not perform properly neither will the vehicle’s engine, and emissions will be adversely affected. Since emissions affect nearly every other system of a modern-day car–from that first spark in the engine to the exhaust flowing out the tailpipe–up-to-date training is imperative.

“We educate people on [the issues], and all of a sudden they embrace it,” says Doug Morrison, western sales manager and senior tech trainer for NGK Spark Plugs Canada.

“Is it a sales presentation or is it a technical course? It’s actually a problem-solving [course], not sales. If we gain sales because we can solve the problems then so be it, but we don’t put down the competition. It’s simply answering problems, whether it be from the OE or related problems in the industry.”

For example, imagine a technician calls asking for a single replacement oxygen sensor for a Ford F-150 and the jobber supplies him the part. The vehicle turns out to have 180,000 kilometres on it. Had the counterperson simply asked, “How old is the truck?” and “How many kilometres does it have on it?”, he might have been able to supply a full set of oxygen sensors to that customer.

An established counterperson will have built a strong rapport with his technician customers, but some new to the industry might avoid asking pertinent questions for fear of insulting their customers’ competence, or sounding inexperienced, even if they are.

“The more knowledgeable the counterperson is, the more loyal the repair shop personnel will likely be to that store,” says Jim Gehl, technical trainer and tech line coordinator for Wells Manufacturing. “If the shop’s service writer has to spend extra time on the phone explaining what a specific part is or how to find the right part number, he is wasting precious time and money.

“Compare this scenario with that of a skilled counterperson who not only understands a part’s function but can also pass along tips based on specific failure issues he has picked up through research; it’s obvious where customers are going to want to purchase more of their parts. A knowledgeable counterperson will also understand the importance of recommending any related products needed to complete the job. This is another timesaving benefit to the shop customer.”

One of the reasons why asking the right questions over the phone is so important is technicians’ tendency to rely primar-ily on their scan tools for a proper diagnosis. Catalytic con-verters are a prime example: following the scan result, many technicians replace the entire unit outright, even though the cause of an emissions problem is usually elsewhere. Replacing the catalytic converter without addressing the root cause of its failure is a recipe for a comeback or a repeat failure.

“In the case of catalytic converters, while it is possible for the actual converters to suffer structural damage, many of the diagnostic trouble codes (DTCs) occur as a result of something further upstream,” says Jim Fox, national sales manager for Maremont. “The challenge comes in asking if [the technician has] looked at the true cause of that DTC, without coming off as insulting or condescending.”

One key to being able to communicate prop-erly is being well versed in the correct component terms, especially important when two or more names are used to describe the same part.

“They need to know the language, the termin-ology used when it comes to identifying the items the customer is asking for,” says Tom Fritsche, dir-ector of product management for Beck/Arnley. “For example, the customer may ask for a ‘throttle angle switch,’ yet the industry calls that part a ‘throttle position sensor’.” An idle air control valve may be called an air bypass valve, or referred to by its initials, IAC; likewise, an EGR valve may also be referred to as an EGR valve position sensor, or EVP, that is often integrated into the assembly.

Part of taking a more proactive approach to training relies on technological advances that have come with the Internet. While many aftermarket manufacturers offer free online training courses on their websites, some interface directly with cataloguing/ordering systems to make the learn-ing experience more convenient and immediate.

“A lot of jobbers have online ordering systems they install at their stores. If they are connected to the manufacturer when they go online to look up a part, it goes to the manufacturer’s website, where it talks about other parts or technical bul-letins that might be involved with that [order],” says Pat Staarman, customer director, training and tools for Delphi. “That’s something that the jobber can do if he really wants to connect well with the technician.”

Above all, training doesn’t end at the class-room. There are countless resources out there for the counterperson willing to put the effort into increasing his knowledge of aftermarket parts and systems.

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Cold Enough For You?

Winter can be especially trying on any automotive system, and the emissions system of a vehicle is no different.

“Temperature extremes, either hot or cold, place added demands on all of a vehicle’s components, especially the bat- tery. Now, though the battery is not an emission control device, a weak battery can compromise the effectiveness of electronics in engine management systems,” says Bosch’s Warren Suter. “Furthermore, any weakness in a component is likely to mani- fest in extreme temperatures. For example, exhaust emissions are typically highest during cold engine operation, when the vehicle needs good fuel flow.”

Jim Gehl of Wells Manufacturing adds, “Thermal cycling of any electronic component is very hard on the compon- ent’s circuitry. Broken solder joints and circuit board damage do occur from sudden, extreme temperature changes. Also, anything that could be affected by condensation, such as EGR system components, can be troublesome.” For example, he says, Ford’s pressure feedback EGR and differential pressure feedback EGR sensors (PFE and DPFE sensors, respectively), which are subjected to exhaust gases, can experience internal diaphragm damage in cases of severe condensation.