Walkabout: The Australian adventure
Frank Massey reflects on what he learned during an extended tour of the Australian automotive aftermarket late last year
By Frank Massey |
Published: 30 January, 2019
Having just spent three weeks touring New South Wales, while delivering two training events, firstly in Sydney then Canberra I thought it would be interesting to compare how our two different, but also similar markets operate.
The visit began several months ago with an invitation from a good friend Bob Whyms, Australia’s prominent Porsche specialist in Sydney. The offer comes as part of a training group called Australian Aftermarket Service Dealer Network (AASDN). This is a group of totally independent service and repair independents across the whole of Australia.
It was formed from disillusioned members from the Bosch Aftermarket Service Dealership Network, or BASDN. Around 70% agreed to form AASDN with the view of promoting mutual support and training across the whole of the continent. Members pay a subscription to a fund that provides venues and trainers across the continent. My understanding is they number about four per season.
Mutual respect
It is important to understand the incredible geographical constraints yet obvious bond they share for their independence and mutual respect. If I may reflect on our very own Autoinform event in Harrogate in November, where I am sure all attendees would recognise the same sentiments from the AASDN group.
I was also privileged to visit several businesses in both Sydney and en-route to Canberra. The BWA Porsche specialist host and first training venue, based in the western suburbs, provides genuine expertise in depth from Bob and now also his son Craig. This ranges from servicing to performance upgrades.
BWA provide a parts service across Australia importing directly from Germany. They also provide a comprehensive machine shop service, which supports their engine remanufacture and performance business. Bob and I had fun reflecting on Bosch D Jetronic and other early evolutions of fuel injection, grumpy old men and all that!
I was then treated to a visit to a highly respected Mercedes tuning expert close to the airport. Then finally, a very talented young technician specialising in DPF cleaning. The focus on training included ignition diagnostic technique, common rail and direct gasoline injection.
It was both a pleasure and privilege to share the enthusiasm from the entire audience, their knowledge and interaction was mutually appreciated.
In a far too brief visit to Dubbo, my good friend Paul gave me an insight into the more remote reaches of the trade. I was equally impressed with the dedication and superb workshop facilities. I also experienced several near-misses from kangaroos!
Special mention
I should give special mention to my incredible visit to the Bathurst 1000 race. It is an institution among fans and an incredible two-mile hill town circuit, constructed from urban roads. AASDN host a VIP lounge for their members. Imagine that at Silverstone! It only takes commitment and support with a little cash.
One week down, heavy rain and in the good company of Alan, a diesel shop owner, we travelled down the coast, whale watching in Huskisson Bay. Then onto Canberra, via AASDN committee member Alan. Despite having just lost his home and all his possessions from a bush fire, Alan remarkably still provided accommodation in his temporary rental home.
Our hosts in Canberra, Derek and Ros, operate a large high-end diesel specialist shop. The second training event was a mirror image of Sydney, supported by a second incredible array of AASDN members. Incredible not just for their knowledge and confidence but their interaction over the three days.
The evenings from both events was spent socialising in steak houses chatting over mutual challenges. From my experience the vehicle market share was quite diverse, lots of Asian cars, and a remarkable number of VWs. It was a surprise to learn that that both Ford and Holden have ceased production in Australia due to a lack of competitive pricing. I was told of a delegate who attended the Canberra event who heard of my visit two days before the Friday start, purchased a flight, closed his workshop and travelled from Perth to attend. It is a 3,000km journey. To put that into some local UK context, I once had a conversation with a parts distributor in Kent several years ago, when a training event had to be relocated from Canterbury college to Ashford, 17.5 miles away. He cancelled the whole event without asking the delegates. The reason? He said, “they won’t travel that far.”
I see little differences between our two cultures. I find the same dedication and passion. Sadly for the UK, they seem to have more of it.
- Your Car – Your Choice awareness widens
The IAAF’s Your Car - Your Choice pilot project in Chesterfield has taken another step forward following the first ever garage awareness day.More than 100 people attended the event, held at Bilstein Group, Markham Vale as garages were able to find out more about their rights under Block Exemption Regulations (BER) and hear presentations from automotive aftermarket suppliers supporting their right to service and repair vehicles within the warranty period.
- Autotech Recruit teams up with ZF Aftermarket
Autotech Recruit has teamed up with ZF Aftermarket Technical Training in order to provide access to in-depth, technical courses. Courses will cover transmission systems, steering, suspension, driveline components and on electric and hybrid vehicles.
Autotech Recruit Managing Director Gavin White commented: “Garages are under pressure from rapid advances in technology, and, while we still need to focus on bringing in new talent, it is essential that the current workforce is trained sufficiently. Through our close connections with the industry, we recognise the exact needs of both garage owners and vehicle technicians today and it has become increasingly apparent that we need to provide training on specific vehicle components to give technicians a greater level of understanding. We need to build a fix first time mentality.”
Mandla Ndhlovu, Head of Training at Autotech Recruit, added: “I am excited by the partnership with ZF Aftermarket Technical Training, which will enable us to offer this high quality of training the automotive industry desperately needs. It will give garages an opportunity to equip their technicians with the skills, knowledge and attributes needed to be able to successfully maintain and repair the vehicles of today and the more technologically advanced vehicles of the future.”
For further information email training@autotechrecruit.co.uk or call 01234 240 503.
- Future-proofed: Training technicians for the long-term
While experience in the day-to-day activities of a workshop is vital in building a technician’s knowledge and skills, it is only one piece of the puzzle. For example, a technician who has been servicing solely petrol and diesel vehicles for the past 15 years will unlikely be able to help a customer with a hybrid or electric vehicle. What’s more, given the safety concerns involved, it would be dangerous for them to try. What about servicing the latest safety-critical systems, like ADAS? Certainly not a worthwhile risk without the appropriate knowledge or equipment.
Systematic training in new technologies is, therefore, the best way to ensure a workshop will continue to successfully serve aftermarket customers, even in times of rapid change.
“The Auto Education Academy portal from Euro Car Parts brings IMI-approved online and practical courses together with a database of over 500,000 resolved technical queries, with an average of 600 new repairs added daily,” observed Adam White, Workshop Solutions Director at Euro Car Parts. “It provides technicians with one of the largest technical training and knowledge resources in the independent aftermarket.”
“Training is an integral part of ongoing success in this industry,” continued Adam. “It allows technicians to further their career and workshop owners to develop a highly-skilled team of professionals.”
While many would agree to education’s importance in principle, it can be difficult to carry out a training plan and accept lost revenue in the short-term. Online learning can provide the flexibility to bridge that gap.
“Repairers can login to their own skills portal to view the content of more than 75 different courses, registering and booking their place on training workshops all over the country at the click of a button,” said Adam. “They can also assess their strengths and identify weaknesses in nine key areas: Petrol engines, diesel engines, engine management and emissions, vehicle electronics, hybrid and electric cars, brakes, powertrain, tyres, steering and suspension, as well as air-conditioning.
“Results are automatically added to an interactive skills diagram, illustrating a repairer’s current skillset and enabling them to set their own training and development targets. Where gaps exist, the learner management system intuitively recommends Auto Education courses that can help increase knowledge in those areas.”
Invaluable
“The platform has been designed so that anybody can complete a skills overview,” pointed out Adam. “This makes the tool invaluable to workshop managers looking to monitor staff skillsets or test potential hires. Our new learning portal represents a significant investment by Euro Car Parts in helping to nurture the knowledge and skills of technicians across the country.
“As with any profession, it is important for technicians to continue professional development throughout their career. It is also the role of managers to identify gaps in their team and commit staff to training that will address shortcomings in the workshop’s capabilities. For more immediate solutions, the programme features a technical helpline that provides fast responses to troubleshooting, repair, diagnostics and technical information queries on any vehicle, from any manufacturer.”
Adam concluded: “For those with an eagerness to learn and evolve, it is an exciting era for the independent aftermarket. “We consider the success of technicians and independent workshops as the foundation of our industry and believe nothing plays a greater role, or makes more of an impact, than education.”
- WIN with Behr Hella Service
Behr Hella Service has five sets of mugs and polo shirts for the lucky readers of Aftermarket. The company also wants to encourage technicians to follow best practice and top-up the oil within the air-conditioning system during vehicle service or replace it if the compressor is changed.
- Staying ahead in the aftermarket
The automotive aftermarket is facing a period of great opportunity and change. With sales of new cars in decline, third-party parts providers are recognising the increasing importance of aftersales service. Faced with increasing competition and evolving customer expectations, garages must adapt their processes and adopt new technologies to succeed.
