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The Waterhouse Garage
Operations Manual
Operations Procedures Manual
The Service Writer will select from a menu of services, diagnostic testing, or mechanical repairs required to satisfy the customers concern. A procedure code list has been developed with abbreviations for task, or job description to be followed.
A written procedure is listed with the amount of expected time required for each inspection, diagnosis, or repair. The following are examples:
DescriptionTypeCodeTimeRecovery FactorFee
Alignment 2-4wMAL-41.0Menu$69.95
Brake InspectionSBI.8.8$48.00
L.O.F.ML.O.F..6Menu$25.95
Fuses BlownDBF.5.86$51.60
Fuses Blown IntmtDBFI1.01.71$102.60
Wheel Bearing
Coolant Service
Brake Lines
Tune Up
Tie Rod
Alternator
Transmission Flush Service
Timing Belts
Fuel Pump
Intake Manifold
Exhaust Check & Repair
A/C Recharge
Brake Job
Check Battery
CV Axel Replacement
Tire Rotation
General Service Writer
Greet customer
What can I do for you today? Try to clarify customers needs and expectations – be a good listener and make notes if necessary.
Begin to create invoice
Get vehicle data
Vehicle specifics:
- Repair history if regular customer
- Window down – OK
- Special starting instructions
- Note existing vehicle damage
Contact Information—Explain importance of being able to contact customer at a moments notice (this becomes a prelude to the pre-authoization conversation if necessary)
When do you need it back?
If inspection, leave registration
Clarify your operating hours
Provide Estimate
Discuss Pre Authorization if necessary
Dispatch job to appropriate technician
Wheel Bearing
Service Writer:
Check history for previous repair/records.
Discuss various noise, vibration, etc.
Note position of wheel alignment
Pre authorization
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Note warning lights
Test drive to listen for noise
Put on lift, do wheel inspection on all wheels
Spin all wheels to check for looseness or noise.
Contact service writer for ordering of parts.
If the job is going to take longer due to rusted parts or hard bearing removal, then customer approval may be needed – discuss with service writer
A wheel alignment may be advised if adjustments are moved during removal and installation – notify service writer
Install new part and road test vehicle.
Make notation of any other recommended repairs that were noticed during installation and road test.
Coolant Service
Service Writer:
Verify if this is a regular maintenance or a problem. (Leak? Overheat? Etc.)
Check history for previous repair/records.
Check to make sure car is clean.
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Road test for gage operation.
Check coolant level and pressure test
Test cap.
Check condition of belts and hoses & radiator fins.
Notify Service Writer of any noted problems.
Drain, flush, and refill.
Road test to verify
Make notation of any other recommended repairs that were noticed during service and road test.
Flush Machine:
Hook up flush machine
Operate Flush Machine per manufacturer’s instructions
- Evacuate coolant.
- Refill
- Litmus test
Check for leaks
Check coolant strength
Flush: no machine
Add flush chemicals/run vehicle
Drain
Refill
Litmus test
Check for leaks
Break Lines
Service Writer:
Is vehicle safe for road test?
Inspection due to recommended service or repair?
Estimate
Get pre-authorization approval
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Road test if possible for pulling/pulsation.
Inspect brake lines, hoses, calipers and bleeders
Which lines to replace.
Report any findings to Service Writer
Repair as authorized.
Road test to verify
Make notation of any other recommended repairs that were noticed during installation and road test.
Tune Up
Service Writer:
Is vehicle running correctly or why do you think you need a tune up?
Check engine light?
Weather related?
Starting hard?
Verify customer’s complaint and any related symptoms.
How many miles on car?
If maintenance and not drivability refer to vehicle maintenance schedule then create estimate.
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Scan for pending codes
Test drive
Repair as needed with approval.
Verify repair with another test drive and scan again if needed.
Indicate on work order any other issues that may or may not pertain to repair.
Keep for all procedures.
Tie Rod
Service Writer:
Ask Customer why he thinks he needs a tie rod
- Diagnose from another shop or past history?
- Hears a noise or vibration, shimmy?
- Wearing tires?
- Any recent F.E. repairs?
- Any play in steering wheel?
Order parts to fix problem and recommend alignment.
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Don’t road test.
Check all suspension components (if not already done)
Verify correct parts and provide information to Service Writer.
Check brakes for wear or rusty rotors when pulling wheels off.
If brake repair needed, notify service writer immediately.
Remove tie rods.
Check steering rack or boot for visible leaks.
Install tie rods.
Road test.
Follow alignment procedures.
Road test
Make notation of any other recommended repairs that were noticed during installation and road test.
Brake Inspection
Service Writer:
Ask customer particulars of why: Specific problems, or just because.
Review prior history of vehicle
Interview customer regarding brake inspection particulars, problems, other concerns or needs.
Do we need a special tool for wheel?
Is it safe to road test?
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Road test:
Look for pulsating, pulling, dragging, smoking, low pedal, fades when coming to a stop, fades on a long hill, locks up, noises, squeak, grind, thump when applied or thump when released.
Test the parking brake
Any brake dash lights or ABS lights on?
Remove the 4-wheels
Visual check the brake system.Inspect the flexible brake lines and thesteel lines for excessive rust, dry rot, sinks, or twisting.
Fluid check for amount and color – litmus test for water contamination, fluid leaks, master lines, ABS unit, calipers, bottom of drums.
Check thickness of pad material, looseness of calipers on spindles, caliper slides, push back pistons, check bleeders, drum brakes, springs.
Check under cylinder cups for fluid, brake cables and levers, rust on backing plates, wheel bearing looseness, gear oil leaking on brakes, vacuum noise near air booster, Measure thickness of rotors and drums to determine if they can be machined and check for cracks on all surfaces.
Check for axle grease.
Check brake lights.
Note any other problems found on the work order
Alternator
Service Writer
Greet customer.
Verify customer and vehicle information.
Document complaint and create repair order.
Review vehicle history and note any electrical issues and any other maintenance requirements.
Dispatch to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Check battery voltage with DC voltmeter (12.5 volts min).
If battery is low, charge battery and recheck
Check belt and tensioner.
Check alternator output.
If alternator output is not OK check for proper power and ground at alternator using voltage drop test.
If battery and wiring are OK then change alternator.
Verify new alternator output
Make notation of any other recommended repairs that were noticed during installation
Transmission Flush Service
Service Writer:
Greet customer
Verify customer and vehicle information
Question customer, “Is this transmission flush due to a performance problem or a long term maintenance?”
Estimate cost to customer.
Determine fluid capacity and type and document R.O.
Dispatch job to appropriate tech.
How does customer use vehicle? ( i.e.: towing?)
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Test drive
Check condition of fluid.
Determine vehicle ATF type and quantity.
Connect flush machine to ATF source; and fill to proper level with proper fluid type.
While fluid fills, determine transmission lines access and connect adapters for ATF machine hoses.
Connect machine to vehicle, set machine to “flush Mode”, run engine to transfer fluids until done.
Disconnect machine hoses and adapters.
Reconnect vehicle ATF cooling lines.
Verify transmission fluid level.
Verify no leaks.
Place adapters in proper location.
Clean hands.
Test drive.
Park vehicle.
Check for leaks/check fluid levels.
Make notation of any other recommended repairs that were noticed during service and road test.
Timing Belts
Service Writer:
Check vehicle history
Determine recommended mileage for timing belt service and when changed last.
Determine type of tensioner.
Determine estimate for job.
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Check belts, tensioners, water pump.
Verify timing marks before and after belt replacement.
Replace belt according to manufacturer’s specs.
Clean hands
Test drive to check vehicle performance
Park vehicle
Make notation of any other recommended repairs that were noticed during installation and road test.
Fuel Pump
Service Writer:
Reason for repair:(noisy performance problem? Dies on road? Gas gauge operates – does it work? CEL on? Check engine line?
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Verify concern.
Inspect fuel system for rusty lines, tank, straps, etc.
Test circuit for pump
Notify Service Writer of results.
Repair as needed.
Wash hands
Road test to confirm repairs
Make notation of any other recommended repairs that were noticed during installation and road test.
Intake Manifold
Service Writer:
Reason for repair? Coolant/oil leak? Vacuum leak?
Estimate repair.
Order parts/fluids.
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Verify customer complaint.
Research repair procedures (All Data, Mitchell)
Proceed with removal procedures.
Repair, clean, and reassemble according to procedure.
Verify repair.
Make notation of any other recommended repairs that were noticed during installation
Exhaust Check and Repair
Service Writer:
Ask customer particulars of why: Specific problems
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Road test if necessary to verify customer concern
Listen for rattling.
Listen for clogged exhaust or lack of power.
Put on lift.
Check for broken cat.
Check temp of cat.
Check for broken baffles in muffler.
Check all hangers.
Restrict exhaust to check for leaks.
Replace parts as needed.
Clean hands
Road test
Make notation of any other recommended repairs that were noticed during installation and road test.
Alignment 2 or 4W
Service Writer:
Verify customer and vehicle information
Question customer if not part of a larger repair
Estimate cost to customer.
Prepare R.O.
Dispatch job to appropriate technician
Technician:
Verify R.O. to vehicle (make/model)
Use this procedure for front wheel drive vehicles as well
The price quoted is a minimum price. There may be added cost to the flat fee
All front wheel drive cars should have a 4-wheel alignment. Use the alignment machine to determine which type of alignment is needed
We will attempt to align all vehicles to the manufacturer’s specifications. On some vehicles we may not be able to meet the specifications. If this is the case note the reasons why and the consequences on the work order.
Installation of shims or alignment kits on the vehicle to meet the specifications is not part of the normal alignment. Customer approval may be needed for the extra cost. A judgment call may be made by the technician if the alignment is on the edge of specifications and may not cause a tire wear or handling problem. The work order must be marked so that the customer is informed.
If an adjustment cannot be made due to frozen, rusted, or an unmovable bolt, then the customer’s approval may be needed for the extra cost.
If the alignment goes over the expected time because of difficulties with the vehicle, then the customer needs to be charged for the extra time.
The vehicle is to be road tested before and after the alignment on a designated road test route. The route should include sharp left and right turns, severe bumps, and a straight-away to test pulling where road is not too severely crowned. Thee steering wheel should be straight.
Mark on the work order any recommendations for repair that were noticed during the alignment or road test.
Write on the work order if a front-end inspection was done.
Write the outgoing miles.
Blowing Fuses
This procedure is used when the fuse is blowing for us. The time of .5 hours for the job is minimum charge for finding an electrical short. The time it takes to find an electrical short could easily exceed the .5 hour time.
Service Writer:
Is vehicle running correctly or what are the symptoms
Check engine light?
Weather related?
Starting hard?
Clarify customer’s complaint and any related symptoms.
How many miles on car?
Dispatch job to appropriate technician
Technician:
Verify that the fuse will blow. If it doesn’t blow and the fuse has been replaced before, then you may go to the blowing fuse intermittently procedure.
Examine the vehicle’s wiring diagram and identify the circuits connected to the fuse.
Visually examine the circuits for shorts
If the fuse is blowing then connect the Power Probe Electronic Circuit Tracer in place of the fuse and with the receiver, look for the short
If the labor time to repair the short is more than .1 hour then add the repair time to the work order
Write on the service order the diagnostic and repair times
Make notation of any other recommended repairs that were noticed during repair
Blowing Fuses Intermittently
Service Writer:
Is vehicle running correctly or what are the symptoms
Check engine light?
Weather related?
Starting hard?
Verify customer’s complaint and any related symptoms.
How many miles on car?
Dispatch job to appropriate technician
Technician:
Verify that the fuse doesn’t blow
Examine the vehicles wiring diagram and identify the circuits connected to the fuse
Visually examine the circuits for the shorts
Connect the Power Probe Electronic Tracer in Place of the fuse and set in the tone mode to alert when the short occurs
Wiggle and shake the wiring harness for the circuits connected to the fuse
Reinstall the fuse and activate the circuits connected to the fuse
Check for technical service bulletins and check or “identifix”
If unable to recreate the problem then recommend rewiring the circuit or Extended Road Testing
Write on the service order the diagnostic and repair time
Make notation of any other recommended repairs that were noticed during repair and/or road test.
Lube Oil and Filter Procedure
Service Writer:
Greet customer
Interview customer regarding other concerns or needs? Review prior history of vehicle (if applicable)
Get authorization to inspect entire breathing system and
replace as needed other filters ex: air, fuel, P.C.V. and Cabin etc. Give price estimate at worst-case scenario
Get keys / Special alarm system? Permission to roll passenger windows down? (do all windows work?) Is parking brake ok to use? Will it freeze up?
Get vehicle information, year, make, model, engine size, vin# etc. Oil capacity, Oil type, viscosity synthetic or premium?
Create work order / Check inventory & Order as appropriate
Vehicle “walk around”
Schedule and assign to appropriate tech
Use “non-verbal” communication to technician; hand write time sold .5 – Promised time? Customer waiting? Etc.
Technician:
Install paper floor mats? – seat covers?
Drive vehicle on rack / Roll window down (with permission)
Check instrument gauges / Heater / AC / Remove old sticker
Check parking brake, Pull hood latch – pop hood
Remove oil cap and place on hood latch
Inspect: Air filter, Belts, Hoses, Battery cables, Brake fluid, Coolant, Washer fluid, Power steering, Auto trans fluid, battery cables, do battery load test?
Raise vehicle, Gather drain pan & tools, Remove plug & oil filter.
While oil is draining: Lube all fittings & check chassis;
Inspect front brakes, brake hoses & lines. Look at wheel bearings. Give disposition as to brake pad wear
Inspect engine for oil leaks:
Inspect CV axels, steering suspension, engine and transmission mounts, suspension bushings