2020 YEAR-END ISSUE | INNOVATION & TECH TODAY 25
CONNECTED CAR
have a deeper understanding of technology
found in the modern car than ever before. Being
able to explain a new technology — how it
works and what benefits it brings to the new car
owner — will be a critical part of the new sales
experience.
Connected mobile apps like Apple CarPlay
and Android Auto, embedded software, and
control technologies like adaptive cruise control
and automatic emergency braking need to be
explained clearly so the new car buyer
understands what they’re getting and what to
expect when driving. The new sales training will
have to encompass more science, technology,
engineering, and mathematics than ever before
because those are at the core of all current cars.
Grease Monkeys To High-Tech
Technicians
The back shop is already well into a STEM-
based transformation, but it’s kicking into a
higher gear.
If you’ve taken your car in for service or repairs
at a dealership recently, you’re usually greeted by
a service writer with a tablet. That’s the tip of
the iceberg when it comes to the application of
technology in the service bay. Most diagnostics
rely on sophisticated technical tools that are
light-years beyond old-school problem-solving
approaches.
That shift of knowledge base, along with other
societal changes that seem to devalue
automotive technicians, has led to a severe drop
in new technicians. A recent online search
showed more than 50,000 automotive
technician jobs were available (Indeed.com).
That’s for jobs paying more than $20 an hour
that don’t require a post-secondary degree.
A variety of schools, both state colleges and
junior colleges along with many private
technical colleges, have moved in to try to meet
this shortfall. Certification to current standards,
such as the ASE (National Institute for
Automotive Service Excellence) or NATEF
(National Automotive Technicians Education
Foundation), is a critical step in moving into this
new world of technicians.
Subspecialties in electrical or computer
technology are possible, but knowledge of these
areas is the foundation for working on a modern
automobile. Those studies are all based onSTEM areas of knowledge, but a deeper dive
will be required going forward.Back Shop Virtual Reality
The latest technology promises to take
technicians up to a new level. Microsoft has
teamed with Daimler (parent company to
Mercedes-Benz) to ratchet up back shop
technology with the goal of providing speedier
and more complete service. Along with
wrenches and electronic diagnostic tools,
service technicians at U.S. dealerships now have
HoloLens 2 headsets equipped with Microsoft’s
Dynamics 365 Remote Assist mixed reality app.Equipped with this high-tech hardware,
Mercedes-Benz technicians can tap into the
worldwide ecosystem of remote technical
specialists in real time. Diagrams and notes can
be shared virtually while the headset allows the
technicians to continue to operate with their
hands-free to use tools.It may not be simple anymore, but car
dealerships’ embrace of STEM-trained
personnel promises to help make sales and
service a more engaging and efficient process. ■Virtual reality and other cutting-edge
technologies are reshaping the dealership.Photo: iStockphoto.com/Andrii Borodai