Common sense would lead you to believe that, before a new vehicle is sold to your fleet, the vehicle manufacturer would have repair process recommendations available for the new systems. In reality, your technicians are finding that this is not always the case.
With the large number of build combinations for medium- and heavy-duty vehicles sometimes a detail is missed, like providing bolt torque specs or a recommended repair protocol with step-by-step instructions. Most likely, technicians are using the aftermarket to find their solutions, but in a manner less desirable to the maintenance manager.
For example, when was the last time you heard that a technician found solutions through a video on YouTube? Ask around; it was probably fairly recent. A YouTube video is a fast and cheap solution that the newer technicians gravitate toward. This type of social media use for the industry has pros and cons. There are some highly experienced technicians providing the instructional videos, but then again, there are some who are teaching a workaround and not the right solution. There are libraries of videos from parts and vehicle manufacturers, but they are not always shown for use on your particular fleet combinations.
So what’s another option for when your techs are having trouble getting repair information? There is a non-profit organization providing access to a network of aftermarket experts that work in partnership with scan tool, parts and vehicle manufacturers to solve technician issues. Those repair issues are made available to the industry to reference, creating a library of expert solutions for medium and heavy vehicle maintenance.
The National Automotive Service Task Force (NASTF) was created to bring vehicle manufacturers, technicians, tool manufacturers and the aftermarket together specifically to solve issues of vehicle repair. If I didn’t lose you at “automotive” then good—because they work for medium- and heavy-duty vehicle owners, fleets and technicians, as well. The best part? NASTF and their Service Information Request (SIR) system are free to use.
An SIR allows you to document the repair issue you are having, send it into a network of experts, get a response directly from the part or vehicle manufacturer and keep that solution in the network for other fleets and technicians to use. When you file one, you’re helping other professionals. The more the system gets used, the larger the library goes to help you and your maintenance operation.
Filing an SIR is as simple as writing an email. You go to nastf.org, create a login under the SIR option and then provide the details of the vehicle and problem that needs help. The more detailed, the better, so it can get routed to the best resource on the industry side to give you the right solution. Once the NASTF network has a response, you will most likely hear back directly from the parts, tool or vehicle manufacturer. The solution gets documented in the SIR system for others to use in the future.
Why do you need to register? So they know who to communicate with to get you a response. When you get that response, you now have a direct contact on the other side as your back-up if you need more information or have problems with their equipment in the future. There is no middle man, just a direct phone call to the manufacturer.
There is a bonus: By filing an SIR, you are helping the entire medium and heavy vehicle repair industry. NASTF also assists in the enforcement of Right to Repair. By filing SIRs, NASTF can track if there is a consistent issue with technicians gaining access to necessary repair information from a particular manufacturer. By helping to document this trend, you can help NASTF work with the vehicle manufacturer to abide by Right to Repair and ensure all technicians are on a level playing field for commercial vehicle maintenance.
You may never get technicians to stop going to YouTube, but hopefully it won’t be for a repair solution for your $250,000 assets. Consider introducing them to the SIR process through nastf.org. It’s free help in a social and technology-driven environment, which ultimately helps the commercial vehicle industry as a whole.
Sheila Andrews is the director of heavy-duty programs for the Auto Care Association.
