Confidence, Composure and Concentration

I've often told myself that following these "three C's" would lead me to success in most situations. I found in life however, it's not always so black and white. Life at times comes in shades of grey and the correct course of action is concealed by a shadow of doubt.

Young automotive professionals need to carry themselves with confidence even when the outcome of a situation is unclear, after all no one wants to take their vehicle to the person who is unsure of themselves and speaks with a shaky voice. In reality, mistakes do get made; I've eaten my fare share of crow and washed it down with pride, but from those mistakes lessons are learned and those lessons are ones that are really hard to forget.

A few situations constantly stay in my mind as examples of what not to do; mistakes made by me or things overlooked resulted in outcomes that at the time were hard to fathom.

For years I struggled with doubt from customers due to my age and experience level and for the most part I can't say that I blame them. Young technicians face this type of stink eye responses when the customer finds out that the person just out of high school will be receiving the keys to their vehicle. I learned that the best reaction in the pressures of doubt isn't to submit but to resist; remember the hand that strikes also blocks. Confidently reply to customers questions while keeping your composure even if the situation becomes heated and learn to concentrate on what the conversation is about and what's being said. Assure them that you are skilled and if experience is minimal tell the customer that you are being supervised by well trained seasoned veterans of the automotive trenches. Give them the option of having their technician switched if they still feel uncomfortable about the young Tech, but also assure them that the guy with grey hair in the shop started out in the same situation years ago, with only slight situational differences.

 
It's been my experience as a young Tech that nothing inspired me more than a completed confident repair and then the day comes when you repair something that the others you work with haven't encountered. Pride and confidence are at an all time high then a mistake is made, sometimes a costly one. Being older now, what is my advice to younger Technicians? Be proud of your success but embrace the failure, for you learn far more from the failures than the success, after all the moral of the young technician's story is to learn and gain experience not be a Secretariat right out of the gate.

The past shows us that the people who are successful in life and business fight the lump in the throat feeling. Examples of this are found everywhere in the pages of history and are not confined to any particular section. From the creation of the Packard Motor Company in response to a challenge from the Winton Motor Carriage Company to Trudeau's “Just watch me” statement in the face of the FLQ crisis, we find defiance in the face of pressure and fear, for this the destruction of doubt and the birth of professionalism resulting in the success of the individual or individuals.

Be proud young Technicians for you are a member of a profession and not just a trade. Don't just view yourselves as a mechanic or technician, but as a professional in the automotive industry  specializing in vehicle repair and customer service. Learn from your mistakes and put those lessons in your tool box right next to the quarter inch drive ratchet and five eights wrench so they can remind you of what not to do. Just like boats need buoys to tell them where to go Technicians need reminders of the danger zones too. This Technician keeps a bent connecting rod and near fatal ball joint stud in his work area along with many other buoys I've found in my automotive industry journey. Just one of the few tricks I've learned.


       Matt Armstrong
          (Automotive Technician/ Sussex Corner New Brunswick)

IT ISN'T THE SAME ANYMORE

Recently I bumped into an old classmate of mine while in line at the grocery store and we struck up a "what have you been up to" style conversation. After paying the cashier I was getting ready to pick up my bags and leave when he asked me that all too familiar question I have been asked numerous times over the years and never really had an answer that I have been happy with.

"So what do you do for a living?" my old pal asked me.

Processing the question, a few answers came to mind. I could answer "I'm a mechanic", but I really don't associate with that term. To me a mechanic is a broad title that applies to any trade or job that requires work to be done on machines with tools.

Option two was the "build" in terms from my apprentice days, automotive service technician. Well it's better, I thought, but it still doesn't really cover everything I do.

Responding to his question I titled myself an "Automotive Technician". He looked at me curiously with a dog like head tilt and asked for a description of the job.

We need to take our profession very seriously my fellow technicians. We are essentially the short stop of the automotive world filling the gap between the manufacturing world and the customer. Not only do we service the vehicles our customers drive, we also act as confidants and guidance counselors helping them make decisions regarding purchasing and maintaining their investments. We help take the mystery out of the automotive world through sharing our knowledge. From the outside looking into the modern automobile is an alien form to some and why wouldn't it be? Computers controlling everything from valve timing to dome lights and then foreign terms for the smallest of components coupled with technicians speaking in a language all their own. The daily duties of an automotive technician are much more than just servicing vehicles and for that reason I have decided to alter my job title and go with the more enveloping Automotive Technician term.

I no longer view this as merely a trade or job but rather a profession that literally takes years to hone the skills required. In this Technician's view the main difference between a trades person and a professional is the professionals approach to the situation involving the work they do. A professional focuses on the long term and performs duties that might not yield rewards at the time but will improve either their image,business or relationship with the customer.

My goal in this career is not only to become skilled at servicing and repairing vehicles but to be the liaisons official for the customer. When a customer thinks of the words "car/SUV/truck" and "help" I want them to think of their trusted expert in the automotive industry regardless of the question. I want my customers to come to me not only with the "what's that noise" questions but also with the "tell me about this vehicle" or the "what should I do" ones. I'm here to be your automotive expert not just your "mechanic".

To all my fellow young technicians out there I would like to share a motto I've created. "Don't give me a position to fill; give me a profession to shape, rules to break and an image to shake".

The Balancing Act

I would like to introduce you to Matt Armstrong, an Automotive Service Technician from Sussex Corner New Brunswick. I have asked Matt to share ideas and thoughts from his perspective so the industry can realize that many Technicians today are extremely talented and enlightening.




Old world ways over new, new world ways over old, the debate is as ancient as trained skills themselves. No skill or trade is safe from this power struggle and it seems to find its niche in the automotive world.

Younger Technicians find themselves more in the middle of this battle then most others being tempted from both sides; the old world offering neat tricks,skills and legendary stories that seem more fitting around a camp fire then a tool box. The new world flexing its technical might with information and terminology similar to those used by the scientific community and seem out of place at your corner service station.

The truth is both of these worlds come together to make the job description of the modern Automotive Service Technician and both need to be embraced, honouring the old and welcoming the new. I've lived this struggle in my years as a Tech and I am reminded of this daily. The big picture isn't always as easy to see as one would think, like the saying goes "can't see the forest for the trees".

You find this in your routine as you work in an Independent shop,the leash a little slacker than in the dealership world and you can taylor your work and career more towards what you think it should be. This, however, is a slippery slope. If you concentrate too much on one world the other slips away. As an individual I somewhat live in the past;I have a strong interest in older automotive culture and strongly support antique car enthusiasts, however as a Technician and career man I realize that money comes from new vehicles and service work.

I love older car culture but I know in my heart of hearts their isn't going to be too many Flatheads or Nail heads pulling into my bay to have the dwell set. Importance, in the modern bay, is placed on service work, fluids and filters need to be changed and inspections need to be performed in order to run a successful independent automotive service establishment.

Older technicians pass on to the next generation experience and information that can only be gained through the earning of stripes,doing the dirty work for years that create this sixth sense of mechanical intuition. New age training and modern complicated machines being imported from Asia, South America, North America and Europe are creating this united nations of materials and vehicle to be worked on. One finds themselves struggling to stay current against a relentless wave of new technology, trying to stay positive and absorb all the training they can find; suddenly their isn't much time for Grandpa Mechanic and the ways of old are pushed aside.

Through Understanding and appreciating of both worlds of the industry the modern young tech will become familiar with today's vehicles and be efficient in performing repairs while still having that old school touch when it comes to customer service and understanding of clientele.

The creation of an Automotive Service Technician in this ever changing world of vehicles can at times be difficult laced with pitfalls and baptismal fires. The modern Technician is faced with many challenges, everything from keeping themselves trained to supplying their tools to learning how to deal with customers. The only way these Technicians become who and what they need to be is by becoming the mechanics of the past and transforming into the technicians of the future. To all the young technicians out there I say only this,know where your going and remember where you came from. The result will be a long prosperous career with many great memories and highlights to look back at. Years down the road when your one of those old school mechanics you will be able to reminisce about your days as a highly trained high tech technician.