Technician Shortage, Need for Training

This is a letter we received earlier this month from Dexter Baum, second generation owner of Baum Tools. He is responding to Larry Carley's article about the alleged technician shortage in the U.S. You can read Larry's article in the June issue of TechShop magazine.

July 16, 2008

Hi Larry,

I just finished reading your June article “What Technician Shortage”. Just thought I’d throw my two cents in.

I agree with you Larry. There are plenty of technicians in the US to go around. You make an excellent point with the Stats on how many techs are working on cars vs. how many are properly trained. This is evidenced every day in our own (in-house) sales and tech departments here at Baum Tools. Since all we sell are special hand and diagnostic tools for the repair of European cars we make contact with technicians everyday. That’s the nature of it. If we don’t talk to the tech regarding his specific application, we are likely to send him the wrong tool. As an example: We may have four different pullers for the same bushing on a BMW. Depends on model and year to determine which one you need. Our guys need to know that. We have the same factory information the dealer has and talk to dealer and independent techs constantly regarding new issues and it’s still a challenge with all our resources. We spend tens of thousands every year just buying the latest factory special hand tools, diagnostic tools and subscribing to factory information just to keep up.

We are on the phone all day long with techs needing a special tool. Sometimes, 20 or so calls are from tool distributors with a tech in his ear. Since we talk to techs all day our phones are manned by expert ex-technicians who generally know more about the use of the tools than the guy buying them. When you talk about training needed for auto repair technicians, we know from experience that some of these techs are in way over their head with a car. Sometimes the calls we take make me glad none of my family vehicles are within a hundred miles of the guy’s shop. It’s remarkable how many guys are in trouble trying to repair sixty thousand dollar cars. Most of our calls are from pretty smart guys. In defense of the technicians in trouble on our phones, which can sometimes be quite a few in one day’s time, most want to know more about these vehicles but can’t get the high-level training they need because it’s just not offered outside the dealer network. The independent shops need high-level training nearly constantly. When you talk about the need for training I think it’s a good idea to mention that every few years systems can completely change for most manufacturers. There becomes a need for more training. The systems have become so complex that a good automotive technician also needs to be a bit of a computer technician. As you and others have written before, much of automotive repair is becoming a complex puzzle of computer diagnostic troubleshooting. Maybe that will lure some of the tech geeks into this business.

I know you’re right about the aging master technician working longer. I’m 57 and I’ve been selling tools to many of these guys since I was in my twenties. I know many 65 and 70 year olds still turning wrenches. Some with serious health challenges, some a bit luckier. Many of the smarter veteran shop owners we know have surrounded themselves with a few good techs and kept them by sharing the wealth. I think that’s essential for an aging shop owner. You’ve got to keep the level of pay high, raise prices a bit and give the best service you can. Everybody’s read about adding extra services to keep good customers. Added value is very important. That’s why we got into the tech help business. Too many older technicians frightened of new systems
As far as health care goes. Something needs to be done. When the real bulk of us hit medicare’s front door in five to ten years the building will fall. Maybe one of those young computer techs you spoke of in your June article will come up with something.
Thanks for the great insight you share each month.

Best regards,

Dexter Baum
Baum Tools Unltd. Inc.

I spoke with Mr. Baum this morning to thank him for his comments. He made some clear observations about the state of part of our industry. I think it's a serious call to action that is required here.
We need more tool and equipment manufacturers to step up and provide education and training on their products. We need more independent repair shops to step up and provide education and training on new tools and equipment. It's an investment in the future of our industry.