Truck Parts and Service | Heavy Duty Trucking, Aftermarket, Service Info
Issue link: http://read.dmtmag.com/i/571138
22 Service Bay Thompson says TMD brake training courses are designed to ensure technician attendees gain classroom and real-world knowledge of the new technology enter- ing their marketplace. And while some online courses allow student responses, there's no substitute for a question and answer period during an in-person training course, Thompson says. "It really allows for a conversation," he says. Conroy agrees, noting Bendix supple- ments its online training curriculum with on-site courses taught by its "last bastion of defense in education and training," the company's sales and service team. But even with these options available, supplier training still has drawbacks. Timing and logistics are two of the larg- est. It is costly—both in transportation expenses and productivity lost—to shut down a service center while technicians undergo training. Sending a few veteran trainers to learn and return from training courses with new product education is one way to minimize this training expense. Jim Pascale says that's been a method he's used several times, because it al- lows him to keep his business running smoothly while a few of his team mem- bers are trained. They then return and train the rest of the Pascale Service Corp. staff at times that best fi t their schedule. This can be a lengthier process, so Pascale says he makes sure to initiate these training plans well in advance of the technology reaching his business. He also has his techs save any train- ing literature they acquire so it can be referenced when training new employees or during complicated repairs. Scheer says Inland Truck Parts' library is the aftermarket's largest, and is sup- ported by a training center and two full- time trainers. By investing in its own centrally located facility, Scheer says Inland has the ability to schedule training courses that best fi t the schedules of the employees they want to train. Inland's facility also is equipped with tools that allow training on all makes and models of heavy-duty trucks. "We offer probably 50 to 60 in-house training courses a year," he says. Most of those classes also feature tests. Scheer says the tests—which can be com- pleted in a matter of minutes—focus on key areas of the each training session. "We do pre-test and post-tests just to see if [the training] is working," he says. "We want to make sure our people are getting it, and that they're not just writing it down but not committing it to memory." Testing also is an area where OEMs and suppliers are very responsive, and use the Internet to offer expansive certifi - cation quizzes for technicians. Conroy says ensuring aftermarket technicians are trained isn't just the responsibility of service providers. It be- hooves manufacturers to confi rm they're trained as well. "We're going to continue to do what we can to help them help their custom- ers. The ultimate goal is to provide safety, performance and ROI to the end user," he says. Pascale agrees, adding, "It's better for OEMs to have anyone who does work on their vehicles do a good job on it because their work refl ects back on the OEM." That's an important aspect to consider moving forward. OEMs know their dealer network can't service every truck alone. They know the independent after- market fi lls that service void. Which is why if you're willing to put in the time to learn, they will help you. "We're sympathetic to those in the aftermarket," Conroy says. "The industry today is just inundated with change. For those aftermarket businesses that are pro- actively dealing with that, we're going to continue doing what we can [to help]." T R U C K P A R T S & S E R V I C E | S e p t e m b e r 2 0 1 5 Pascale Service Corp. has a library of service tutorials and training materials that it updates regularly to help guide its technicians through all repairs. The team at Davenport & Willingham are active in communicating with OEMs and suppliers to acquire the information they need to help educate their techs on new vehicle technology.