The aftermarket sector is changing exponentially. As the changes in vehicle technology drive changes in how vehicles are being diagnosed, serviced and repaired, the current skills shortage is worsening. However, it’s not just a technology issue, there is a wider background as to why this situation exists and how it can be resolved – both at an industry level and at the workshop business level. Neil Pattemore shares his views.
We need to go back in time to understand how the industry developed and equally what is now changing. When motorised transportation first developed at the end of the 19th century, it was an evolution of steam power, and was a technology only affordable for a small number of rich customers.
Whilst few people actually knew how these vehicles should be repaired, it was only a simple mechanical system, so the first aftermarket repair workshops were often village blacksmiths – who were self-taught. These were people who had an aptitude to repair mechanical products.
Roll forward in time, and the volume of vehicles produced increased, second hand vehicles became very common and competition really entered the industry – with more choice between both ‘main agents’ and independent workshops. The basis of the competition was centred around service and price. The difference between vehicle design and mechanical technology was minimal.
Schools started to guide those who were ‘good with their hands’ into the motor industry and a whole generation of (very capable) mechanics was created.
As the modern age approached, vehicle technology started to involve electronically controlled systems, and the first skill shortage appeared when ‘auto-electricians’ became a necessity. As the first electronically- controlled systems became commonplace, such as electronic ignition, fuel injection and ABS, the skills shortage was overcome by the introduction of computerised diagnostic tools and more specialist training. This created ‘master technicians’, who combined mechanical and electronic knowledge in what has become known as ‘mechatronics’.
However, in the last few years, vehicle technology has evolved very rapidly again, with many more software-controlled functions in almost all vehicles. Although diagnostic tools have been developed, technicians in the workshop have struggled to keep up, which has come about due to two key aspects – firstly, the ability to keep up to date with the width and depth of the new technology through training or learning on the job, and secondly that the skills and knowledge needed are moving further and further away from the mechanical aspects of the technician’s original training and background of mechanical systems.
This is leading to a completely new approach. When considering the technician’s aptitude and the skill set needed to work on IT-based vehicle systems, garages also need to see a good mechanical understanding – the priorities have reversed. If these new technicians are to become available, then the whole image of the automotive sector needs to change at school level, but also through parents. The sector needs to be seen and promoted as a great opportunity and new career path for these young people, and that the opportunity to work in software and computing can be achieved in a modern vehicle workshop, which will only increase with automated systems and vehicles. We need a ‘shift-change’ in the image of the automotive sector.
The Institute of the Motor Industry (IMI) is making substantial efforts to ‘educate the educators’ and to ‘ring the changes’ to the image of the sector, in order to try and show the new career opportunities that are becoming available, but it takes a lot of time and effort.
As the sector continues to evolve, there is not just a skills shortage with technicians, but increasingly in other areas of the industry. Consumers have increasing levels of expectation concerning communication, including the methods of communication, the speed of response and how their enquiries are handled. The old days of a mechanic answering the phone in a gruff voice have long gone, and having a range of ‘consumer interfaces’ has become a prerequisite, as well as ensuring that your web page, emails, texts and telephone communications reflect the professionalism of your business.
Managing these platforms is another skillset that has never previously been required in most independent workshops, but has become necessary. Some of the skills can probably be ‘bought in’ via an external specialist service, but the direct person-to- person communications will still need to be conducted by you and your staff. This may be one area where the solution to the skills shortage can be found in the form of specialist training, or by hiring a dedicated receptionist with interpersonal skills. There is also a higher level skills shortage in many independent workshops, in relation to the business management aspect. Increasingly, compliance to employment law, pensions, the ability to plan new business models, meet the requirements of investment in equipment and training to keep up to speed and decide what areas of specialisation you should consider (as it may become non-viable to try and work on every vehicle that comes through your door) are becoming part and parcel of running a garage business. Also in the not too distant future, the demands of corporate fleets of autonomous vehicles will drive new service and repair contracts – which will all require a management skill set that goes way beyond just repairing a vehicle. As the business becomes more sophisticated, good financial skills also become more important, and this also fits into the wider professional development that the business manager needs in their skills portfolio.
Although some of the current shortage of skills may be beyond your direct control, perhaps you can work with other local garages, aftermarket associations or support the IMI for the longer term. Many of the skills you need may also be directly under your control – just not in the way that the business of diagnosing, servicing and maintaining vehicles has been conducted in the past. Welcome to the brave new world of the automotive aftermarket!
