Counterman, December 2014 by Babcox Media

All Ceramic Pads Not Created Equal ● Get ASE P2 Certified ● How Swede It Is

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NAPA’s

Russell Paroff

2014 Counter Professional Of The Year, Sponsored By WIX Filters

INSIDE

December Volume 32, No. 12

features The 2014 Counter Professional of the Year, Sponsored By WIX Filters By Mark Phillips

Russell Paroff of NAPA Auto Parts in Grand Rapids, Mich., was named the 2014 Counter Professional of the Year, sponsored by WIX Filters. ............................

Tech Features By Larry Carley

Loss of A/C cooling can be caused by many factors. ................................................

Cover photo by Joel Bissell

32 All ceramic pads are not created equal. ...... 34 CJ joints and boots are used instead of U-joints. ..................................................

36 Engine sensors keep things in check. .......... 38 Mechanic Connection By Gary Goms

ASE certifications show how intensive and concentrated most skill levels have become. ................................................

columns Editorâ&#x20AC;&#x2122;s Ink By Mark Phillips

.......................................

Meet the 2014 Counter Professional of the Year.

By The Numbers By

46 47

Counter-tech

By Tom Dayton ..............

By S. Scott Shriber .........

Make mine ASE.

Guest Column

By Sterling Shriber II.........................................................

Morgan cars use wood frames and handcrafted bodies.

How Swede it is.

From The Publisher

Speedville.com Tech Spotlight

By Mandy Aguilar ...........................

Iâ&#x20AC;&#x2122;m still chatting away.

By Carolyn Smith-Clark ..............

Customer service: easy to say, hard to do.

COUNTERMAN (ISSN 0739-3695) (December 2014 Volume 32, Number 12): Copyright 2014 Babcox Media, Inc. All Rights Reserved: Published monthly by Babcox, 3550 Embassy Parkway, Akron, OH 44333 U.S.A. Phone (330) 670-1234, Fax (330) 670-0874. Periodical postage paid at Akron, OH 44333 and additional mailing offices. POSTMASTER: Send address changes to COUNTERMAN, 3550 Embassy Parkway, Akron, OH 44333-8318. A limited number of complimentary subscriptions are available to individuals who meet the qualification requirements. Call (330) 670-1234, Ext. 275, to speak to a subscription services representative or FAX us at (330) 670-5335. Paid Subscriptions are available for non-qualified subscribers at the following rates: U.S.: $69. Samples and back issues - Domestic - $10, International/via air mail $15. Canada: $89 for one year, $149 for two years. Canadian rates include GST. Ohio residents add 5.75% sales tax. Other foreign rates/via air mail: $129 for one year. Payable in advance in U.S. funds. Mail payment to COUNTERMAN, P.O. Box 75692, Cleveland, OH 44101-4755. Visa, MasterCard or American Express accepted.

December 2014 | Counterman

departments Aftermarket News

....................................................................................

Aftermarket News presents news, views and analysis of current trends and events in aftermarket distribution

MarketPlace .................................................................................................... Every month, MarketPlace showcases the newest automotive product and service innovations your customers are asking about.

Classifieds ........................................................................................................

PUBLISHER

S. Scott Shriber 330-670-1234, ext. 229 sshriber@babcox.com EDITORIAL

Mark Phillips, Editor 330-670-1234, Ext. 299 mphillips@babcox.com Amy Antenora, Editor, aftermarketNews Managing Editor, Counterman 330-670-1234, Ext. 220 aantenora@babcox.com Larry Carley, Technical Editor lcarley@babcox.com CONTRIBUTING EDITORS

Mandy Aguilar, Columnist Gary Goms, Commercial Accounts Tom Dayton, Columnist Jerry King, Cartoonist GRAPHIC DESIGN

Lisa DiPaolo, Graphic Designer 330-670-1234 , Ext. 281 ldipaolo@babcox.com ADVERTISING SERVICES

Tina Purnell Advertising Services Manager 330-670-1234 , Ext. 243 tpurnell@babcox.com CIRCULATION SERVICES Pat Robinson, Circulation Manager 330-670-1234, Ext. 276 probinson@babcox.com

Ellen Mays, Circulation Specialist 330-670-1234, Ext. 275 emays@babcox.com DIRECTOR OF eMEDIA & AUDIENCE DEVELOPMENT Brad Mitchell 330-670-1234 , Ext. 277 bmitchell@babcox.com

ADVERTISING SALES REPRESENTATIVES Home Office: 3550 Embassy Parkway Akron, OH 44333-8318 330-670-1234 FAX 330-670-0874 Bill Babcox bbabcox@babcox.com 330-670-1234, ext. 217 Publisher: S. Scott Shriber sshriber@babcox.com 330-670-1234, ext. 229

Sales Representatives: Dean Martin dmartin@babcox.com 330-670-1234, ext. 225 Jim Merle jmerle@babcox.com 330-670-1234, ext. 280 Bobbie Adams badams@babcox.com 330-670-1234, ext. 238 Roberto Almenar ralmenar@babcox.com 330-670-1234, ext. 233

December 2014 | Counterman

Glenn Warner gwarner@babcox.com 330-670-1234, ext. 212

Sean Donohue sdonohue@babcox.com 330-670-1234, ext. 206

Doug Basford dbasford@babcox.com 330-670-1234, ext. 255

John Zick jzick@babcox.com 805-845-1400

Jamie Lewis jlewis@babcox.com 330-670-1234, ext. 266

Classified Sales: Jennifer Hazen jhazen@babcox.com 330-670-1234, ext. 224

David Benson dbenson@babcox.com 330-670-1234, ext. 210

List Sales Manager Don Hemming dhemming@babcox.com 330-670-1234, ext. 286

CORPORATE Bill Babcox, President Greg Cira, Vice President, Chief Financial Officer John DiPaola, Vice President-Group Publisher Beth Scheetz, Controller

Edward S. Babcox (1885-1970) Founder Tom B. Babcox (1919-1995) Chairman Founded 1983. Copyright 2014 Babcox Media, Inc., All Rights Reserved COUNTERMAN (ISSN-0739-3695) is published monthly by Babcox Media, 3550 Embassy Pkwy., Akron, OH 44333. Periodical postage paid at Akron, OH and additional mailing offices. Member, BPA International

DITOR’S INK

The Counter Professional of the Year award recognizes a parts professional who goes above and beyond the call of duty and continually seeks out training and educational opportunities for not only themselves but their colleagues.

By Mark Phillips

Meet Russell Paroff, The 2014 Counter Professional of the Year Sponsored By WIX Filters or the 29th year, Babcox Media and Counterman magazine have recognized the Counter Professional of the Year, sponsored by WIX Filters. For 2014, the recipient is Russell Paroff, manager of NAPA, Grand Rapids, Mich. The Counter Professional of the Year award recognizes a parts professional who goes above and beyond the call of duty and continually seeks out training and educational opportunities for not only themselves but their colleagues. In addition to all his duties as a parts professional for NAPA, Paroff is an active member of the Kent Career Tech Center Automotive Advisory Committee in Michigan, and has helped the program become NATEF certified. He, along with the other volunteers on the committee, assists students by grading their handson exams. For his nomina-

tion for Counter Professional of the Year, Paroff wrote, “As a store manager, I take a great deal of pride in what I do. On a daily basis, I try to educate both employees and customers equally. I do not believe in saying ‘I do not know’ and leaving the answer at that. My philosophy is and has been to learn what I do not know and pass that knowledge on to employees and customers alike.” Paroff shared his thoughts on striking a good work-life balance in his nomination. “In order to properly service both retail and wholesale customers, one must not only keep up with the times, but share your knowledge and insight,” he wrote. “While family is a priority in life outside of work, the customer is the priority inside work. As a store manager, I take a great deal of pride in what I do.” Paroff spoke about receiving the award during a special AWDA recognition luncheon held during the week of AAPEX in Las Vegas. He also was guest of honor at the Babcox Night of Excellence, held that week, as well as being recognized by Northwood University. This is not Paroff’s first recognition this year. He recently was chosen as NAPA’s Parts Specialist of the Year. Read more about Russell, starting on page 24.

■ ■ ■

For more information: www.counterman.com Twitter: @CountermanMag

AFTERMARKET NEWS GCommerce Announces Data Partnership With Edgenet DES MOINES, Iowa – GCommerce Inc., a provider of cloud-based solutions for electronic transactions in the distribution industry, has announced intent to partner with Edgenet, a cloud-based data management solution provider. “GCommerce has been providing cost-effective EDI and transaction services to the vehicle aftermarket for most of a decade. But, the fast-evolving world of ecommerce always demands more content, such as images and product information that informs buying decisions,” said Steve Smith, president and CEO of GCommerce. “That is why we’ve partnered with Edgenet, a proven leader with vast experience in structuring, cleansing and syndicating rich product con-

tent that contributes to increased sales on and off-line.” Steve Proctor, CEO at Edgenet, explained, “GCommerce is a leading transaction company and Edgenet is expert in product content. Together, we can deliver greater value to suppliers, distributors and retailers across the automotive aftermarket and industrial industries. Our partnership is designed to provide the product content and robust ecommerce solutions needed by the retail and wholesale distribution chains in a mobile, Web-enabled industry.” Edgenet’s technology will be integrated with GCommerce to make full use of the rich product content in support of GCommerce solutions.

For Second Year, Timken Wins Top Award From Pronto For Category Management NORTH CANTON, Ohio — The Timken Co. has again received the top award for category management from Pronto, one of the largest U.S. automotive buying groups. Timken supplies Pronto with a full line of automotive aftermarket products. The company also received this award of distinction in 2013. The award recognizes Timken leadership in returning profitability to the category by helping Pronto members understand and apply the various principles of this important science to the many facets of their business. The Timken category management system, Demand Insight, provides distributors a quick and easy way to identify and stock an optimal inventory mix that corresponds with their local customers’ current and future demand. Timken introduced Demand Insight a few years ago to support its distributors with valuable programs and technology designed to help them grow sales and profits. “We are honored to receive this recognition again for a second year,” said Tom Tecklenburg, director of automotive aftermarket for Timken. “It is especially rewarding to be acknowledged for the success of our proprietary database that helps to identify premium aftermarket demand for distributors based on local vehicle registrations, replacement rates, road conditions and more.”

December 2014 | Counterman

Guess the Car Win $100! This Month’s Puzzle

“Well, I was born in Oklahoma...”

#83 What vehicle does this picture represent? If you think you know the answer, go to www.counterman.com and click “Guess the Car” on the nav bar. Submit your answer and contact information. A winner will be randomly selected by the Counterman staff from all correct answers. The deadline to enter is Jan. 10. The winner’s name will appear in the next issue. Stay tuned!

Last Month’s Correct Answer:

#82 “OK, kid, time to get in the game!” Subaru Congrats to Kenneth Crowder

counterman.com 11

AFTERMARKET NEWS

Epicor Expands eCatalog Content, Other Features Of Its Automotive Aftermarket B2B eStore AUSTIN, Texas – Epicor Software Corp. has introduced several new features available through the Epicor Parts Network B2B eStore, which connects more than 185,000 registered service provider accounts with approximately 29,000 replacement parts distributor and jobber locations. The Epicor automotive aftermarket eCommerce business, including the B2B eStore solution (formerly Internet AutoParts), facilitated in excess of $1.8 billion in transactions over the past year, Epicor says. The Epicor Parts Network B2B eStore now offers access to significantly more content available through the Epicor ePartExpert electronic catalog suite. In addition to more than 10 million aftermarket parts available for domestic and import passenger vehicles, Epicor Parts Network B2B eStore users can now access product information for thousands of popular power sport (personal watercraft, snowmobile, ATV/UTV and more) applications. Also now available are convenient thumbnail images embedded within the Epicor InterChange parts interchange tool to help users more quickly and easily select the right part for virtually any repair. To further speed product selection, a new “MCL by 12

December 2014 | Counterman

Make and Description” feature enables participating wholesalers to prioritize displayed brands and parts listings for specific vehicle nameplates. An optional new Epicor ServicePlus feature displays OEM-specified maintenance intervals for thousands of vehicle models, assisting shop users in identifying and recommending appropriate additional services. Also available as an option is the Epicor BuyerAssist electronic buyer’s guide, which includes critical information on millions of parts to help speed the lookup process. Users of the Epicor Parts Network B2B eStore can now use their iPhone to scan and upload vehicle identification numbers (VIN) to immediately access corresponding product and fitment information, aftermarket technical service bulletins, part images and other content. In addition, Epicor recently added an optional “Enhanced Customer Quote” feature.. In addition to the Epicor Parts Network B2B eStore, the Epicor Parts Network comprises the Epicor Integrated Service Estimator (ISE) parts and labor estimating solution and the cloud-based Epicor Parts Network (formerly AConneX) parts trading solution.

AFTERMARKET NEWS

Uni-Select Announces Winners Of The 2014 USA Manufacturer Partnership Awards LAS VEGAS – Uni-Select Inc. has announced its American Manufacturer Partnership Award winners. This collection of awards recognizes the manufacturers’ achievements, innovations and outstanding service. Showing excellent creativity skills and accomplishing groundbreaking work in the automotive aftermarket, the honorees were celebrated during the Manufacturer Partnership Awards ceremony held today in Las Vegas during the Automotive Aftermarket Product Expo (AAPEX). Uni-Select said it decided to officially commemorate its manufacturers in order to show its partners that the company is truly appreciative

and grateful for the hard work they put into providing the best service. The Diamond Award is the most prestigious prize of the Manufacturer Partnership Awards. The prize is awarded in recognition of excellent support given to Uni-Select customers, sales strategies, fill rate, marketing campaign and service. This year, Dorman Products Inc. is the recipient of the Diamond Award. The Technology Award is awarded in acknowledgment of excellent technology innovation. This year’s winner is Delphi Product and Service Solutions. Dorman Products Inc. won the Product Innovation Award, which

is awarded for excellence in product innovation and the creation of new product categories. The top-performing manufacturer in sales growth is awarded the Sales Growth Award. The recipient of this award is The Gates Corp. The Training Award is given to the top manufacturer in technical training. This year, Standard Motor Products Inc. receives this prize. Tenneco Inc. was recognized for its excellence in marketing and communication and received the Marketing Excellence Award. WIX Filtration was given the Product Management Award for being the top-performing manufacturer in product management.

PRODUCT SPOTLIGHT Taipei AMPA, AutoTronics, Motorcycle Taiwan, EV Taiwan & Tuning and Car Care Taiwan, Asia’s Best 5-in-1 Mega Motoring Show to Overwhelm the Motor World Scout the Trendiest Auto Products from 1,500 Firms with 4,000 Booths in 2015! Asia’s premier leading sourcing fair for auto parts, 2015 Taipei AMPA will expand your horizons, in conjunction with AutoTronics, Motorcycle Taiwan, EV Taiwan and Tuning and Car Care Taiwan by 1,500 firms with 4,000 booths! This 5-in-1 show will take place at TWTC Hall 1 and Nangang Exhibition Hall from April 8-11, 2015. First Tuning and Car Care Taiwan Completes 5-in-1 Mega Show Alongside setting stunning records in 2014, the 4-in-1 Auto Show, Taipei AMPA, AutoTronics Taipei, Motorcycle Taiwan & EV Taiwan, successfully brought the world the best Asia auto show for one-stop sourcing platform. To maximize the show’s effect, Taiwan International Tuning & Car Care Show is joining in 2015 to further extend business opportunities by showcasing the tuned

cars, tuned motors, car painting and auto maintenance products. The super Asia’s 5-in-1 auto assembly will bring overwhelming impact to the motor industry with top-notch and diverse choices of motor products. The Giant Auto Parts Events Set Awe-Inspiring Records In 2014, a milestone was set in successfully inviting 7,017 international company CEOs, purchasing managers, including numerous heavyweight aftermarket automotive distributors from all over the world and 43,851 domestic professionals visited 4-in1 show to trade with 1,346 quality exhibitors at 3,665 booths. They keep coming back, not only because of the show’s complete collection of products, but because Taiwanese manufacturers offer high-quality products.

Taipei AMPA 5-in-1 Show Give You High Quality Nowhere Else to Be Found in the World! www.TaipeiAMPA.com.tw

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AFTERMARKET NEWS

Federated Car Care Contest Winner Picks His Pickup STAUNTON, Va. – Federated Car Care Center member Doug Dugger chose classic over contemporary when he picked a fully restored 1949 Chevy pickup as his grand prize in the Federated Car Care “Pick Your Pickup” Sweepstakes. Dugger received his “new” pickup during a reception held Nov. 4 at the Automotive Aftermarket Products Expo (L to R): Willie B and Kevin Byrd, Two Guys Garage; (AAPEX). Don Sucher, Key Line Automotive Warehouse;

winner Doug Dugger, Custom Auto and Repair; and Rusty Bishop, Federated Auto Parts

December 2014 | Counterman

Over the Counter By Jerry King

AFTERMARKET NEWS

NAPA AUTO PARTS’ ‘Get Back And Give Back’ Campaign Raises $1.725 Million For The Intrepid Fallen Heroes Fund ATLANTA – NAPA AUTO PARTS announced that its “Get Back and Give Back” campaign raised more than $1.725 million for the Intrepid Fallen Heroes Fund (IFHF), a not-for-profit organization that serves U.S. military personnel wounded or injured in service to our nation, and their families. NAPA AUTO PARTS President Dan Askey presented a check to Dave Winters, president of IFHF at the NAPA AUTO PARTS Annual Fall Manager’s meeting in Atlanta

on Oct. 23. NAPA is one of the largest single donors to the IFHF, raising more than $3 million to date, and this year’s “Get Back and Give Back” campaign surpassed its fundraising goal by more than 70 percent. Campaign proceeds will benefit IFHF’s goal of raising $100 million to build National Intrepid Center of Excellence (NICoE) Satellite Centers focused on the diagnosis and treatment of posttraumatic stress disorder (PTSD) and traumatic brain injuries.

“All of us at NAPA AUTO PARTS take great pride each July in wearing the red-white-andblue T-shirts bearing the slogan, ‘NAPA: We Believe in Heroes’,” said Askey. “It is an honor to support the men and women of our armed forces who have so bravely served our country, and to raise awareness and funding that enable the Intrepid Fallen Heroes Fund to provide care for the many servicemen and women who suffer from PTSD and other injuries.”

(L to R): Jason Rainey, NAPA; Dave Winters of Intrepid Fallen Heroes Fund; Arnold Fisher of Intrepid Fallen Heroes Fund; and Dan Askey, president of NAPA.

One hundred percent of all funds raised go directly to the IFHF. NAPA AUTO PARTS donated an additional $3 for every T-shirt, 50 cents for each bracelet and 70 cents for each lapel pin sold.

Registration Now Open For 11 University Of The Aftermarket Online Courses For Industry Professionals MIDLAND, Mich. – The University of the Aftermarket, an operating unit of Northwood University, is now registering aftermarket industry professionals for 11 online courses that will begin Jan. 12 and March 16. The extensive offering of online courses enables industry professionals to earn continuing education units (CEUs) that can be applied toward their AAP (Automotive Aftermarket Professional) or MAAP (Master Automotive Aftermarket Professional) designation. Registration is open

December 2014 | Counterman

through Jan. 5, but prospective students are encouraged to register early to secure spots in the classes of their choice. Classes are offered in two sessions: Five courses begin Jan. 12 and end March 8 and six courses begin March 16 and end May 10. Each course is $600 and is approved for 3.0 Continuing Education Units. For detailed course descriptions and to register for a course, visit the “Course Calendar” page at www.universityofthe aftermarket.com or call 1-800-551-2882.

AFTERMARKET NEWS

Uni-Select Launches Auto-Plus Brand KENNESAW, Ga. — UniSelect Inc. has launched its U.S. brand, Auto-Plus. The announcement was made Nov. 4 from Las Vegas during the Automotive Aftermarket Product Expo (AAPEX). Uni-Select has grown rapidly in the past decade due to more than 70 acquisitions, many within the U.S. Uniting the organization’s warehouse distribution, independent distributors and corporate stores under the singular Auto-Plus brand is key to offering superior service to professional service centers and in the Auto-Plus growth strate-

gy, the company states. This official launch of Auto-Plus follows a fiveyear plan of multi-level technology infrastructure investments. According to Uni-Select’s Automotive USA President and Chief Operating Officer Brent Windom, this single-platform technology combines an unparalleled inventory of quality parts from well-known manufacturers with speed to market, competitive parts costs and access to experienced technical employees for customers in each of UniSelect’s distribution channels.

December 2014 | Counterman

These newest branding efforts are part of the Auto-Plus dedication to supporting the business programs of their members and partners. “We’re going to continue to invest in Auto-Plus, ensuring our independent partners and manufacturers are successful and very profitable,”

said Windom. “The most exciting aspect of this singular and unified brand under Uni-Select will be our entire team operating under one vision, one culture and one group.” For more information on Uni-Select, visit http://www.uniselect.com/ eng.

WORLDPAC, Autologic Partner To Create Integrated Diagnosis-To-PartsOrdering Service NEWARK, Calif. – WORLDPAC has announced a global strategic alliance with Autologic Diagnostics, a provider of comprehensive automotive diagnostics and expert technical support. Autologic has integrated WORLDPAC speedDIAL online cataloging functionality into its diagnostic devices. Now, Autologic users that are also WORLDPAC customers can diagnose a vehicle, check parts availability at any time, confirm pricing and place orders directly through their Autologic devices. This will create a seamless process from initial diagnosis to parts sourcing and vehicle repair, which they believe to be an industry first. The collaboration will enable independent repair facilities to better manage the ever-increasing complexity of European vehicles. “Joining forces with

WORLDPAC is going to save our shared customers a great deal of time and money in many direct and practical ways,” said John Conoley, CEO of Autologic Diagnostics. “WORLDPAC represents a fine fit for us and by integrating their service into our devices we will, overnight, extend the value of our devices into new areas of the technician’s workflow.” “The collaboration between WORLDPAC and Autologic has been longstanding and this latest integration of speedDIAL with Autologic will greatly increase the customer’s shop efficiency along with vehicle through-put. We can now say that we have a real solution for accurate European and British vehicle diagnosis along with providing the right part at the right time,” said Mario Recchia, SVP of marketing at WORLDPAC.

AFTERMARKET NEWS

NPW’s 2015 Million Dollar Club Event To Be Held In Miami Beach’s Nostalgic Starlight Ballroom MIAMI – National Performance Warehouse Companies (NPW) will start its 2015 FAST Expo weekend, taking place Jan. 9-11, with a Friday evening gala event at the Starlight Ballroom atop the Miami Beach Hotel.

This event is held to recognize NPW vendors in the million dollar-plus purchase category for their efforts to grow NPW revenue. The company seeks unique or historical venues in South Florida for this ex-

perience. This year’s event will be held in the Starlight Ballroom, known as “the Doral” for many years, where entertainers and celebrities like the “Rat Pack” once performed. This year’s event includes

representatives from AAM, Autometer, Bumper to Bumper, Centric, Dorman, Edelbrock, FederalMogul, Holley, MSD, NGK, Standard Motor Products and several other industry-leading brands.

Aftermarket Auto Parts Alliance Holds Micro-Convention At AAPEX And SEMA LAS VEGAS – Last year, the Aftermarket Auto Parts Alliance announced it was bringing its national convention to Las Vegas to run concurrently with the AAPEX and SEMA shows in 2015. In anticipation of that event, the Alliance last week conducted a trial walkthrough of the program at this year’s AAPEX and SEMA shows. “The opportunity for our customers to interact

with our supplier channel partners at these two shows is a powerful opportunity for both of them,” said John Washbish, president and CEO of the Alliance. “Even with a crew like ours, it’s a daunting task to bring 3,000 techs to the shows in 2015. We feel that we have a great plan, but it occurred to us that a trial run with a small group would be prudent.”

Scott Howatt, far right, of The Gates Corp., with Alliance members at the trial walkthrough.

To that end, the Alliance hosted owners and technicians from 30 shops around the country on

Thursday at AAPEX and Friday at SEMA, to test and refine the process for 2015.

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AFTERMARKET NEWS

Leading Edge Auto Refinishes Merges With The WESCO Group PHOENIX, Ariz. – Leading Edge Auto Refinishes, headquartered in Tempe, Ariz., has joined The WESCO Group, headquartered in Seattle, Wash. Servicing Arizona, Nevada, Washington, Oregon, Idaho, Wyoming, Montana and Alaska, WESCO is now one of the largest privately owned paint distributors in America. According to John Rang of Leading Edge, “This partnership allows Leading Edge to maintain our family owned business roots and retain

ownership in the combined companies. The synergies of Leading

Edge and WESCO create exciting opportunities for our customers

and industry partners.” Roger Howe of WESCO, added that this was the first time in 18 years WESCO has added a partner.

Advance Auto Parts Reports Third Quarter Results ROANOKE, Va. – Advance Auto Parts today announced its financial results for the third quarter ended Oct. 4, 2014. Third quarter comparable cash earnings per diluted share (Comparable Cash EPS) were $1.89, an increase of 27.7 percent versus the third quarter last year. These third quarter comparable results ex-

December 2014 | Counterman

clude 8 cents of amortization of acquired intangible assets, integration costs of 14 cents associated with the acquisition of General Parts International Inc. and 1 cent of integration costs associated with the integration of B.W.P. Distributors Inc. Total sales for the third quarter increased 50.6 percent to $2.29 billion,

as compared with total sales during the third quarter of fiscal 2013 of $1.52 billion.Tthe sales increase was driven by the acquisition of General Parts, a comparable store sales increase of 1.5 percent and the addition of new stores over the past 12 months. Year-to-date, total sales increased 49.6 percent to $7.61 billion.

AFTERMARKET NEWS

Casite Presents AutoZone Mexico With International Retailer Of The Year Award For Third Consecutive Year TROY, Mich. – Casite presented its “International Retailer of the Year” award to AutoZone Mexico during a ceremony on the opening day of the 2014 Automotive Aftermarket Products Expo (AAPEX) Show in Las Vegas. This marks the third consecutive year that AutoZone Mexico has been selected for its exception-

al work as an international retail partner. Casite also presented Advance Auto Parts with its Domestic Retailer of the Year Award during AAPEX 2014. This marks the second consecutive year that Advance has been selected for its outstanding work as a retail partner.

Dorman Congratulates Its November Contest Winners COLMAR, Pa. — Dorman University has announced the winners of its November Service Technician and Counterperson of the Month contest. Both winners successfully completed Dorman’s new Transmission Electro-Hydraulic Control Module (TEHCM) training module — earning them each $250. Congratulations go to: ● Jenn Daum, Dorman’s November Counter Person of the Month. Daum holds an SAE certification, and has worked at KOI’s Fairfield, Ohio, location for more than four years. In total, Daum spent less than 15 minutes learning all about Dorman’s new offering of Transmission Electro-Hydraulic Control Modules, earning a perfect score and winning an easy $250. ● Brian Havener, Dorman’s November Service Tech of the Month. Havener has been servicing vehicles since he was a teenager. Fifteen years ago he opened his Performance & Repair shop in Utica, Ky. Congratulations to Brian on winning a quick $250. Signing up for Dorman University is easy and free. After visiting www.DormanUniversity.com and enrolling in the program, students can begin selecting from a wide variety of available course content. 22

December 2014 | Counterman

CPOTY

NAPA’s

Russell Paroff Named 2014 Counter Professional Of The Year, Sponsored By WIX Filters WIX Filters, a global manufacturer of filtration products celebrating its 75th anniversary, and Counterman magazine named Russell Paroff of NAPA Auto Parts in Grand Rapids, Mich., the 2014 “Counter Professional of the Year” at the AWDA conference on Nov. 3 in Las Vegas.

ustomers rely on the expertise of counter professionals to recommend the best parts to properly repair and maintain their vehicles,” said Mike Harvey, brand manager for WIX Filters. “Professionals like Russell play a critical role in the automotive parts distribution channel and make customer interaction memorable and seamless.”

“C 24

December 2014 | Counterman

Photos by Joel Bissell

CPOTY // Russell Paroff Paroff has worked the counter at his NAPA store since 1995, but his love of cars began in high school when he pumped gas at a full-service station in 1989. From there, he worked his way into the garage and has been a part of the industry ever since. “It’s something that I live and breathe,” Paroff said. “It’s not just a job; it’s a passion for me. This is an ever-changing industry where each day brings me new challenges. To be recognized for my efforts and all of the hard work I have put into my career is an exceptional honor.” Paroff holds ASE certifications in service consulting, engine repair, suspension and steering, brakes and automobile parts. Earlier this year, he was recognized as the NAPA/ASE Parts Specialist of the Year, chosen based on his dedication to the industry, knowledge, professionalism and continued education. He also is an active member of the Kent Career Tech Center Automotive Advisory Committee and helped the program become NATEF Certified.

December 2014 | Counterman

Counterman’s Counter Professional of the Year award recognizes an automotive aftermarket parts professional who goes above the call of duty; continually seeks advanced training; is an example of the consummate parts professional; and is an ambassador for the aftermarket. In winning Counter Professional of the Year, he received an all-expenses-paid trip to Las Vegas to attend AAPEX and SEMA. Nelson Piquet Jr., driver of the No. 07 SH Racing Rallycross Ford Fiesta ST, was the keynote speaker at the “Night of Excellence” dinner hosted by Babcox Media on Monday, Nov. 3 during the 2014 AWDA conference in Las Vegas, where Paroff was recognized. In addition, Babcox Media and WIX Filters announced the recipients of two other automotive excellence awards – Tomorrow’s Tech’s School of the Year and the WIX Driving Performance Award for Shop of the Year. During his keynote, Piquet discussed his passion for automotive excellence, including the impor-

CPOTY // Russell Paroff

December 2014 | Counterman

tance of mentoring the next generation of motorsports competitors. “We ran an action-packed season this year with WIX as a primary sponsor of SH Racing Rallycross, and what makes this partnership even more special is that we have long used WIX Filters in our Ford Fiesta ST,” Piquet said. “I am proud to represent the brand both on and off the track and am honored to join WIX and Babcox for the Night of Excellence program.” Piquet started his career in South American karting and soon switched to car racing in the South American F3. He later moved to Europe, where he took top honors in the 2004 British F3 Championship. The Brazilian graduated to GP2 in 2005 and finished as runner-up in the 2006 series after a season-long battle with Lewis Hamilton. Piquet graduated in 2008 to a seat in F1 racing, where his performances, including a second-place podium in the German GP, helped his team secure fourth position in the constructors’ championship. Counterman recently sat down with Paroff to interview him about his career and what makes a successful parts professional.

In less than a year, I was state-certified in brake repair and engine repair. A position opened up and I moved up to being a mechanic. I had always admired the parts people (the good ones) I dealt with. I started to think I would like to sell parts rather than work on cars. Being young and carefree, I decided to try it. I started to apply with parts companies around town. It wasn’t long and I accepted a position the NAPA store that serviced the garage I worked at. I started as a driver and quickly moved up. Counter sales, wholesale sales, wholesale store manager, assistant store manager and, for the past 13 years, store manager. The only two positions I have not held title to are cashier and machinist.

How did you find yourself in the automotive aftermarket? I would like to say by accident. When I moved to Michigan, I found a job working at a full-service gas station/garage. I would watch the technicians repairing cars and they taught me how to do light service. As I learned, they would have me help and they would teach me more.

How you keep up-to-date on the latest technologies? Training, and that doesn’t always come from a class. I listen to customers both retail and wholesale. I talk to technicians about trends they see. The Internet has become a great resource for learning as well as reading trade publications. When I sell a part, I always open the box and look

What are the most satisfying parts of your job? Diversity. Every day is different. Helping people, whether it’s a customer or an employee. As a manager, I can spend my time in the office doing paperwork, out on the counter helping a retail customer, training an employee or even lending a hand in our machine shop. Every day seems to be unique. While some things are done on a routine basis, something new always seems to arise every day.

CPOTY // Russell Paroff at it. As new items come out, if I do not know their purpose, I will research and find out what that widget does. What advice would you give someone who may be new to this industry? Hang on and get ready for some fun! I would have to encourage them to never let their guard down, not just to be ready for change, but to be prepared and expect it. It has been just shy of 20 years that I have been in the aftermarket parts side of the industry and I have seen more changes in the past six years than in the previous 14 years. Technology changes, supplier changes, the way the repairs are performed. It is an exciting industry to watch evolve. Not only do we need to embrace the changes, but we have to educate

our employees and our customers to the changes as well. What qualities are most important in running a successful automotive aftermarket parts operation? Flexibility, confidence, honesty and trustworthiness, pride, dedication, hard work, willingness to help and patience also all come in to play. I am certain I missed others. Flexibility jumps out the most though — you never know what the next customer might want, need or expect. You have to be ready and be ready to react. Why is it important to you to be ASE certified? Being certified has different meanings to everyone. To me, I take pride in what I do. By being certified, I am showing that pride and

dedication to my customers, coworkers and employees. Not everyone understands what being ASE certified is, but it is an acknowledgement of my knowledge. It is showing that I care about what I do and that I am proud of what I do. ASE does not stop with the passing of a test. They promote continuing education and seek ways to keep current and up-to-date themselves. CM

Counter Professional Of The Year Finalists

Josh Race Advance Auto Parts Fort Myers, Fla. Brian Dermody nominated Josh Race for Counter Professional of the Year. “Josh has shown a continuous commitment to beating the goals of our company while employing his talents in the exceptional execution of his job,” Dermody wrote. “Josh is the kind of team member we all hope to get when we decide to hire someone. Not only is he professional, but also he works well with his colleagues and through his example encourages them to be better team Continued on page 50 30

December 2014 | Counterman

ECH FEATURE By Larry Carley, technical editor

Loss Of A/C Cooling Can Be Caused By Many Factors t may be hard to think about A/C refrigerant this time of year, but when warmer weather arrives, the demand for refrigerant always jumps. Refrigerant is the working gas inside an A/C system. Refrigerants are gases that condense and change to a liquid at a certain temperature and pressure. They are normally a gas at room temperature and pressure. Compressing and cooling the refrigerant causes it to turn from a gas into a liquid. As long as the refrigerant is held under pressure, it remains in the liquid state. But as soon as the pressure is relieved, it immediately evaporates and turns back into a gas — absorbing heat in the process that produces a chilling effect. In an automotive A/C system, the refrigerant travels in a continuous loop. The belt-driven compressor compresses the refrigerant to several hundred pounds per square inch. The high-pressure hot gas then flows into the “condenser,” which is a heat exchanger mounted in front of the radiator. Air flowing through the condenser cools the refrigerant and causes it to condense into a liquid. The highpressure liquid then flows through a pipe or hose to the “orifice tube.” This is a metering device that has a small hose through which the refrigerant passes as it enters the “evaporator” (located inside the HVAC unit under the dash). As the refrigerant enters the evaporator, it expands, absorbs heat and cools the air flowing through the evaporator into the passenger compart-

December 2014 | Counterman

ment. The refrigerant (now gas) is then sucked back through a hose or pipe to the compressor to begin its journey over again. A lot of things can cause a loss of cooling in an A/C system, but obviously loss of refrigerant is one

of the most common. Leaks anywhere in the system can allow the gas to escape, reducing the A/C system’s ability to blow cold air. Common leak points include the compressor shaft seal, hose and pipe connections, or pinholes in the condenser or evaporator. Leaks can be found with ultraviolet leak detection dye or an electronic leak detector. Leaky components must be repaired before the A/C system is recharged with more refrigerant otherwise it will just leak out as before. Federal law also requires any residual refrigerant that is still inside the A/C system to be recovered before the system is opened to replace parts. This is something

professional technicians are aware of but most DIYers are not. Equally important is hooking up a vacuum pump to evacuate air and moisture from the A/C system after parts have been replaced. If this is not done, residual air will displace refrigerant reducing the cooling capacity and performance of the system. Residual moisture can form acids and sludge that can cause additional part failures. Again, this is something professional technicians should know but many DIYers do not. Since 1995-1996, all vehicles have used R-134a refrigerant. R-134a can be purchased by professionals or DIYers, but pros must be certified to buy it in bulk containers. Pros also are required to have the proper refrigerant recovery/recycling equipment to service customer’s vehicles. Alternative refrigerants are available for older vehicles that use R-12 refrigerant. Alternative refrigerants are for older R-12 systems only (if R-12 is unavailable) and must not be used in R-134a applications. Older R-12 A/C systems can often be retrofitted to R-134a, which usually only requires changing the compressor lubricant from mineral oil to PAG or POE oil (on some vehicles, o-rings and seals may also have to be changed). Lately, a new more environmentally friendly refrigerant called R1234yf has been introduced in a handful of vehicles, and will eventually replace R-134a. These newer applications with R-1234yf should only use R-1234yf, never R-134a or other alternative refrigerants. CM

ECH FEATURE By Larry Carley, technical editor

All Ceramic Pads Are Not Created Equal hen a customer asks for a set of replacement brake pads, what are they really asking for? Quality? Value? The least expensive pads that will fit their vehicle? The best replacement pads? Like most automotive product categories, there are usually good, better and best options from which to choose. Price is often a factor in making a buying decision, but so is performance, brand recognition, reputation and warranty. Availability also can make or break a sale. If you don’t have their

December 2014 | Counterman

first choice (or your first recommendation) on the shelf, many customers will settle for the next best option that is available — which they may regret later if they opt for a cheaper set of pads.

Ceramic pads are often one of the top choices that many brake suppliers offer in their product lines. Yet, due to their higher cost, some top-of-the-line products might not always be in stock. If a customer doesn’t want to wait for pads to arrive from your warehouse, he’ll probably opt for something else simply because he can buy it now. Your job is to convince him it’s worth the wait if their first choice is really the best choice for their vehicle. One of the most common myths is that all ceramic pads are the same and therefore, the brand or price really doesn’t matter if it says “ceramic” on the box. Not true! There are many different ceramic friction materials available in the aftermarket today, and each formula has its own unique combination of friction, performance, wear and noise characteristics. Some ceramic friction materials stop better than others, some resist fading better than others, some wear better than others, some are quieter than others and some are less abrasive on rotors. That’s where brand, quality and reputation come into play. Brand “A” may be much better choice for a particular application than Brand “X” regardless of any price difference one way or the other. So stress the importance of choosing Brand “A” over Brand “X” even if it requires waiting for an order to arrive. Some brake suppliers use a wide variety of friction materials in their ceramic product lines to match the friction characteristics to each application. Others use a “one-size-fits-all” approach to economize and streamline their product line, which means they have to make a lot of comproContinued on page 44

ECH FEATURE By Larry Carley, technical editor

CV Joints & Boots onstant Velocity (CV) joints have been around since the 1980s when Front-Wheel Drive (FWD) came into widespread use. Although some Rear-Wheel Drive (RWD) and All-Wheel Drive (AWD) vehicles also use CV joints, most are found on FWD cars and minivans. CV joints are used instead of U-joints because they allow the joint to bend at a wider angle without inducing driveline vibrations. When a U-joint operates at an angle of more than a few degrees, it causes the speed of the shaft to vary. The

December 2014 | Counterman

larger the angle, the greater the cyclic vibrations. CV joints can handle joint angles of up to 47 to 54 degrees depending on the application with no such vibrations.

Various types of CV joints are used, but most outer joints are a Rzeppa design with six balls that ride in races between the inner and outer joint housing. As the joint bends, the balls always bisect the joint angle, rotating in a plane that is half the joint angle. A steel cage holds the balls in position. Over time, the windows in the cage can become worn allowing the balls rattle and pop when the vehicle is steered to the left or right. This produces a clicking or popping noise that is a classic symptom of a worn CV joint. Wear or damage in the ball grooves or on the polished balls can also produce noise and play in the joint. CV joints are lubricated with special high-temperature CV joint grease, similar to wheel bearing grease. The joints can last a long time provided the protective rubber or plastic boot that surrounds the joint remains intact and doesnâ&#x20AC;&#x2122;t leak. The No. 1 of premature CV joint failure is usually a torn, cracked or leaking boot. Even a small pinhole or hairline crack will allow grease to be lost from the joint due to the centrifugal force generated by the rotating joint. Loose, broken or missing boot clamps also can allow the boot to leak. Dirt and water also can enter a leaky boot and cause wear and corrosion. By the time the leaky boot is discovered, many CV joints are badly contaminated or worn and need to be replaced. CV joints and boots can be replaced individually, but most professional technicians and even do-it-yourselfers prefer to replace the whole halfshaft assembly with Continued on page 44

ECH FEATURE By Larry Carley, technical editor

Engine Sensors Keep Things In Check ate-model engines with electronic fuel injection, computerized fuel management and ignition have a lot of sensors to keep tabs on everything that is happening under the hood. Most sensors produce a digital voltage signal that corresponds to the function they are monitoring. All of this sensor data is fed back to the Powertrain Control Module (PCM) so it can make the critical decisions that are necessary to keep the engine running at optimum efficiency. Among all the sensors, these are usually the five most critical: ● Crankshaft position (CKP) sensor — Engines with distributorless ignition systems have a Hall effect or magnetic crankshaft position sensor to generate both a trigger signal for the ignition system. The signal also tells the PCM how fast the engine is turning (RPM signal) and keeps the PCM informed about the relative position of the crankshaft. Crank position is essential to calculate fuel injection and ignition timing. On vehicles with Variable Valve Timing (VVT), the crank sensor and cam position sensor signals are used to adjust cam timing as well. If the crank sensor fails, the engine will not start or run. The sensor is usually located on the front of the engine by the crankshaft pulley/balancer, or in the middle of the engine block. ● Engine Coolant Temperature (ECT) sensor — This sensor monitors the temperature of the engine’s coolant so the PCM can adjust the fuel mixture and ignition timing as the engine warms up. Engine temperature also is used as

December 2014 | Counterman

a cue for various emission control functions. If the coolant sensor is not reading accurately, it may prevent the engine from going into “closed loop” operation where the PCM uses signals from the oxygen sensors to adjust the fuel mixture. This can cause a rich fuel condition, increased fuel consumption and emissions. The coolant sensor is usually located near the thermostat housing on the engine. ● Mass Airflow (MAF) sensor — This sensor tells the PCM how much air is flowing into the engine. Airflow is a critical perimeter because it is used to calculate the air/fuel mixture. Most MAF sensors use a heated wire or filament to sense airflow. Dirt or fuel varnish contamination of the sensor element can cause faulty readings that may set codes and/or upset engine operation. Cleaning the MAF sensor with an aerosol electronics cleaner can often restore normal operation. The MAF sensor is located between the air cleaner housing and throttle body. Some engines do not use a MAF sensor, but use inputs from the crank, ambient temperature, coolant temperature, throttle and manifold absolute pressure (MAP) sensors to estimate airflow. ● Oxygen (O2) sensor or Air/Fuel (A/F) sensor — An O2 sensor monitors unburned oxygen in the exhaust and generates a “rich” or “lean” voltage signal that the PCM uses to control the air/fuel mixture. An A/F sensor is a smarter version of a standard O2 sensor that tells the PCM the exact air/fuel ratio. O2 sensors or A/F sensors are Continued on page 44

ECHANIC CONNECTION By Gary Goms, commercial accounts editor

ASE Certifications Show How Intensive And Concentrated Most Skill Levels Have Become hanks to changing technology, the words “auto technician” no longer have a generic definition. If you’re doing outside sales, you might notice that the profit center for one shop might be undercar services while in another shop, it might be driveability and emissions system diagnosis. And don’t overlook the fact that while one shop is servicing and repairing heavy-duty trucks, another might be dabbling

December 2014 | Counterman

in the emerging hybrid/electric vehicle market. In any case, it pays in the most literal sense to know where your dealer accounts and service technicians are focusing their service efforts. One very quick method for learning who your customers are is to observe the types of ASE certifications displayed in customer waiting rooms and around the shop’s service desks. Most shops not only proudly display their owner’s and

service writer’s ASE certifications, but those of their technicians as well. And as you might suspect, some new and unfamiliar ASE certifications will be displayed. With that said, let’s take a look at what you might see on the walls of your wholesale accounts. Automobile Maintenance and Light Truck Repair The ASE A-series Automobile Maintenance and Light Truck Repair Certification Tests form the foundation of ASE’s automotive service testing. To better explain, let’s take a look at the A1 through A8 mechanic’s certifications which include engine repair (A1), automatic transmission/transaxle (A2), manual drive train and axles (A3), suspension and steering (A4), brakes (A5), electrical/electronic systems (A6), heating and air conditioning (A7) and engine performance (A8). As you can see, ASE has arranged these certifications into skill sets that reflect industry practice. To illustrate, an undercar technician might certify in suspension and steering (A4) and brakes (A5) while an engine diagnostic specialist might certify in electrical/electronic systems (A6), engine performance (A8) and light vehicle diesel engine (A9). Since the A9 light diesel test isn’t required for Master status, a technician certifying in the first eight skill sets would qualify as an ASE Certified Master Automobile Technician (CMAT). Additional certifications in these skill level categories might include the ASE Undercar Specialist Exhaust System (X1),

MECHANIC CONNECTION which also requires a passing score on the A4 suspension and steering and the A5 brake tests as a prerequisite. The technician must offer proof of two years of relevant work experience to earn the above certifications. A technician might also certify as an Automobile Service Consultant by successfully completing the ASE C1 test and meeting the twoyear work experience requirement. Auto Maintenance and Light Repair As you might know, modern automobiles are now more reliable on a per-mile basis when compared with previous models. And, due to that estimated vehicle reliability, approximately 70 to 80 percent of all automotive service now consists of routine maintenance and repairs. Consequently, ASE has responded to this trend in shop workflow by

devising the G1 test, which represents entry-level skills typically found in many routine engine, transmission, suspension, steering, brake, electrical and heating, ventilation, and air conditioning services. The test includes 55 questions with the majority focused on suspension, steering, and brake services. Unlike the A-series certification, the G1 certification requires only one year of relevant work experience, 50 percent of which can be vocational training. The L1, L2 and L3 Tests Although advanced diagnostics don’t comprise a majority of workflow through most repair shops, advanced diagnostic skills are required for solving problems relating to advanced gasoline engine, diesel engine and hybrid or electrically-powered vehicle electronics. The Advanced Level Specialist L1

test is composed of questions focused on electronics diagnostic issues related to engine performance and exhaust emission problems. The L1 test is very intensive and fairly represents an individual technician’s ability to diagnose and repair difficult or unusual on-board electronics problems. The A8 Engine Performance test is the prerequisite for the L1 certification test. Reflecting the impact of modern technology on diesel engines, the L2 Electronic Diesel Diagnosis Specialist test certifies technicians working on diesel engines equipped with electronically controlled fuel injection and turbocharging systems. Prerequisites include two years of documented experience and the technician having passed one of the A9, H2, S2, or T2 ASE diesel tests and one of the Electrical/Electronic Systems

PRODUCT SPOTLIGHT TAITRA: Forty-Five Taiwanese Parts Suppliers Participated In AAPEX 2014 LAS VEGAS — The Taiwan External Trade Development Council (TAITRA), the non-profit trade and investment promotion organization in Taiwan, led a business delegation of 45 Taiwanese enterprises to participate in AAPEX 2014. The 45 participating companies showcased their best and most innovative products on level 1 in the Sands Expo Center. Among the items on display included: chassis parts, CV axles, LED, body parts, rotor, sprocket, light/lamp, oxygen sensor, O2 sensor, EMS components, hand tools, sockets, window regulators, door lock, air tools, engine parts, oil seals, rubber parts, suspension & steering parts, truck parts, seat belt, buckle, repair tools, power puller, winches & jacks, cable ties/clip, wiring accessories, grease guns, fuel tanks, O-rings, wrenches, tensioners & pulleys, brake parts, gaskets, valves, fuel pumps, pistons, relays, switches, drive shafts, fan motors, tire inflators, jumping starters, digital tire gauges and more. Taiwan serves as the gateway to Asia and the Pacific, offering flexible manufacturing services and competitive costing to help generate more business opportunities across the region. With efficient management skills and strong R&D ability, Taiwan also has gained a global recognition. For more information on TAITRA, visit http://www.taitra.org.tw/index.asp.

December 2014 | Counterman

MECHANIC CONNECTION tests including the A6, H6, S6, or T6 ASE tests. The ASE Light Duty Hybrid/ Electric Vehicle Specialist L3 test is designed to provide evidence of competence for safely servicing or repairing vehicles that typically run on nearly 300 battery volts. As prerequisites, the technician must document two years of experience and have passed the A6 Electrical/Electronic and the A8 Engine Performance tests. While the hybrid and electric vehicles represent only a small percentage of total vehicle population, every world-class automobile manufacturer is now marketing these vehicles. As battery technology advances, we’re going to see more growth in this specialty market. Alternative Fuels Thanks to expanded natural gas recovery efforts, vehicles powered by Compressed Natural Gas (CNG) are becoming more popular for short-range public fleet, taxi cab and truck transportation operations. The ASE Alternate Fuels (F1) certification test is designed for technicians servicing CNG vehicles. The F1 test study guide includes questions from the A1 through A9 repair series, the C1 service consultant test and the X1 exhaust system test.

Truck Certification Overview In brief, ASE offers several heavyduty truck certification tests. The Eseries tests include a Truck Equipment Installation and Repair (E1) Test. The E2 test includes Electrical/Electronic Systems Installation and Repair, and the E3 includes Auxiliary Power Systems Installation and Repair. A Medium-Heavy Truck certification includes the T1T8 tests, which include skill areas involved with diesel and gasoline engines, drive train, suspension and steering, brakes, electrical/electronic systems, heating and air conditioning, and preventive maintenance for technicians servicing Class 4 through Class 8 heavyduty trucks. A passing score on the T2-T7 is required for Master status. A School Bus certification series (S1S7) also is available that covers the specific issues involved with school bus maintenance and repair. The Only Constant As you might conclude, the only constant in automotive service is change. While the above ASE certification classifications are but a small part of what ASE offers, they represent not only how the automotive service industry is changing, but also how intensive and concentrated most skill levels have become. As tooling, training and information costs increase for the

average shop, the more efficient and cost-effective it becomes for the average small shop to focus on core services. If you’re working outside sales, you probably know that many of your dealer accounts specialize in core services like suspension, steering and brakes or in specific vehicle types like fourwheel drive trucks or in nameplates like Toyota or Volkswagen. Beginning with the A1 through A8 series tests first offered in 1972, ASE’s certification tests indeed reflect the changes in our industry. I began taking ASE tests in 1973 and have since continued to re-certify or upgrade as required. My latest ASE L1 re-certification was administered through Prometric, which is a company specializing in computerbased testing. Despite some initial bad publicity, my testing session went very well in large part to the helpfulness of the Prometric staff. Personally, I like the look of an ASE certification hanging on the wall. When I walk into my favorite jobber store, I have greater confidence in the parts professional who has his or her Parts Specialist P-series certification displayed behind the service counter. If nothing else, ASE certification is all about confidence — confidence inspired by the parts or service professional who has taken the time and effort to earn his or her ASE Certifications. CM

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TECH FEATURE Ceramic Pads continued from page 34 mises across the range of vehicles they try to cover with a single friction formula. Better to choose a brand that puts a strong emphasis on tweaking their formulas for each application than those who use the shotgun approach. If a vehicle was originally equipped with ceramic pads (which a majority of late-model cars, SUVs and light trucks are), the replacement pads also should be ceramic with similar (or better) friction, perform-

CV Joints continued from page 36 a remanufactured shaft. Reman shafts are preassembled and ready to install. Some shafts have new CV joints while others have reground joints with oversized balls. Either way, a reman shaft is a much faster, easier and less messy way of replacing a bad boot or CV joint. There’s also less chance for installer error and comebacks with a preassembled shaft. On a high-mileage vehicle with a bad CV joint or boot, it’s often a good idea to replace both shafts at

Engine Sensors continued from page 38 located in the exhaust manifold (one or sometimes even two for each cylinder bank). On 1996 and newer vehicles with OBD II, a “downstream” O2 sensor is located in or behind the catalytic converter to monitor converter efficiency. O2 sensor or A/F sensor problems will not prevent an engine from running, but they can cause fuel mixture problems that increase fuel consumption and emissions. ● Throttle Position (TPS) sensor — This sensor is mounted on the throttle body shaft to monitor the relative opening of the throttle. The PCM uses this information with inputs from the MAP and/or MAF 44

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ance, noise and wear characteristics. Downgrading to less expensive nonasbestos organic (NAO) pads may compromise braking performance, noise and wear. If a vehicle was originally equipped with semi-metallic pads, most brake suppliers recommend replacing same with same. Switching to ceramic pads may reduce noise and dusting, but often at the cost of wear and fade resistance. Semi-metallic pads are generally better for high heat applications and heavier vehicles. CM

the same time. Often, the right (passenger side) shaft fails first because right turns are at a sharper angle than left turns, and right turns are more common than left turns. Consequently, the right outer CV joint and boot are the first to go. Special tools that may be needed to replace a shaft include a hub puller to separate the outer CV joint from the steering knuckle and wheel bearing and/or a hydraulic press for older Asian car applications with press-fit wheel bearings. CM

sensor to estimate engine load for fuel enrichment and timing adjustments. A worn TPS sensor may cause a flat spot or hesitation when accelerating. On vehicles with electronic throttle control, there are usually two TPS sensors as well as a pair of position sensors on the accelerator pedal. The position sensors on the accelerator pedal tell the PCM how much throttle opening to give the engine when the driver steps down on the gas. The TPS sensors on the throttle tell the PCM how far the throttle is opening or closing as commanded by the PCM. Problems here may prevent the throttle from opening or even cause unintended acceleration. CM

MARKETPLACE Ken-Tool introduces the ValveCapperPRO — 29999

New Universal Drone-Free DynoMax VT Muffler Added DynoMax has added a new universal part number to the drone-free DynoMax VT muffler series. The new configuration – ideal for trucks, larger sport utility vehicles and custom fabricated systems – includes DynoMax VT patented valve technology and an innovative, high-flow stainless steel performance design. The new DynoMax VT 100-percent welded muffler (p/n 17966) is 3-inch single inlet/3inch outlet 25-inch overall body length. The new muffler will be available Jan. 1 at performance retailers across North America.

The ValveCapperPro removes valve caps and valve cores on hard-to-reach dual wheels. Ken-Tool, known worldwide as a leader in automotive and tire service tools, announces the release of its ValveCapperPRO (pn 29999). The ValveCapperPro is four tools in one; a valve cap remover and installer as well as a valve core remover and installer. The valve core end features a patent-pending design that grips and holds the valve core to keep it in the tool safely until it is ready to be reinstalled. The cap end of the ValveCapperPRO is long enough to accommodate popular double seal, flow-through valve caps. Originally designed by a trucker, Ken-Tool is proud to report that the ValveCapperPRO is completely manufactured in the USA.

Standard Motor Products Launches New Standard eCatalog Standard Motor Products (SMP) has introduced a new and improved Standard eCatalog, featuring a redesigned interface and new search and filter tools. An integral component of the company’s new Standard brand website, the eCatalog utilizes responsive architecture and is mobile-optimized so it performs equally as well on the desktop, tablet and mobile phone. The award-winning eCatalog delivers content in one easy-to-access catalog screen and features an eCat Widget that provides a convenient eCatalog search portal right on the home page. Other new features of the Standard eCatalog include: • Multiple search options in one easy-to-use interface • Extra-fast returns on all searches • All results and expanded rich content delivered in one easy-to-read screen, with multiple-view images, installation instruction, product videos, product features and benefits, live-link related parts, part specifications and a buyer’s guide • Keyword and part number search with autofill feature

• Sort keyword search results by best match, brand, alphabetically, POP code and more • Filter search results by attribute type, value, part type and more • View searches and results on the history tab • Add items to a saved list to print out an order for the parts store • Check your fit utility ensures a correct application fit

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Y THE NUMBERS By Tom Dayton

“How Swede It Is ... ” ther than IKEA and ABBA, Saab and Volvo are two of the most popular Swedish imports here in the U.S. Both are known for their reliability and longevity, but we still receive our fair share of calls for these cars. So, in the interest of looking more like a Swedish Superhero than the Swedish Chef, let’s take a look at some of the numbers and names you are likely to encounter when cataloging parts for these vehicles.

O Saab’s submodel designations aren’t very wellknown outside of enthusiast circles, but occasionally, they are required for accurate cataloging.

Tom Dayton is operations manager for JS Auto Supply in Jamestown, N.Y., and was Counterman’s Counter Professional of the Year for 2009.

But first, a little history ... Saab is actually an acronym for Svenska Aeroplan AB (translation: Swedish Airplane Company), and refers to the company’s origin as an aircraft manufacturer. Volvo was originally a subsidiary of SKF bearings, and the name is Latin for “I roll.” Both companies were sold off in the 1990s (Saab to GM, Volvo to Ford), only to be abandoned again at the beginning of this decade. Volvo survives today as part of the Chinese company Geely. Saab continues to struggle for solvency, but still maintains parts and service centers. Volvo “rolled out” its alphanumeric model designations in 1997, introducing the S90 and V90 models, and adding the C70 a year later. C, S and V are designations for Coupe/Convertible, Saloon (sedan), and Versatile (wagon). Along with this body style prefix, Volvo assigns each model a series number from 40 through 90, indicating their relative size. (An S60 is larger than an S40, but smaller than an S80, for example) All-wheel drive wagons received an XC (Cross Country) suffix after the model number (V70XC, for example). Starting in 2003, AWD wagons became the “XC” series. Volvo identifies their engines with a seven-digit code, telling a parts specialist several things about the engine design. Gas engine designations begin with a “B” for bensin, the Swedish word for gasoline. The second digit is the number of cylinders,

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while the third and fourth digits call out the displacement. The fifth digit tells us the number of valves per cylinder, and the sixth position is the letter T (turbo) or S (non-turbo). The seventh character indicates a design change or “generation.” Example: B5244T5 is a gasoline 5 cylinder, 2.4L, 4-valve, turbocharged engine, fifth generation. Saab has a similar, but simpler convention, also starting with B, followed by displacement, generation and turbo design. Turbo designations are as follows: E=low pressure turbo, L= mid-range turbo, R=high output turbo. The letter “I” indicates nonturbo applications. Example: B207R is a gasoline 2.0L, seventh generation, with a high-output turbo. As for model numbers, Saab has been partial to the number “9” for many years now. The 900, 9000, 9-3, and 9-5 have been well-known models for years. In 2005, Saab buyers were offered the Subaru-designed 9-2X, as well as the GM-built 9-7X, which was a Trailblazer clone. 2010 saw the introduction of the all-wheel-drive 9-3X. Saab’s submodel designations aren’t very well-known outside of enthusiast circles, but occasionally, they are required for accurate cataloging. The names are a reference to the company’s heritage in the air, with names like Linear, Arc, Vector, Aero, and Viggen. (Named after a Saab fighter jet with a Volvo jet engine, viggen is Swedish for “thunderbolt.”) When required, these 9-3 and 9-5 submodels can be decoded from the fifth digit of the VIN as follows: B= Linear D= Arc F= Vector/SE

H= Aero P= Viggen

Hopefully, Saab and Volvo aren’t quite so foreign, now that we all speak a little bit of Swedish. Maybe someday we’ll even figure out the instructions that came with those bookshelves from IKEA. CM

ROM THE PUBLISHER

By S. Scott Shriber

Make Mine Certified, Please. ASE P2, That Is. recently attended the yearly ASE recognition dinner, held in Florida this year. Top test scoring technicians and counterpersons were honored from all around the nation. Babcox Media sponsors a winner every year in the collision category and this year the winner was from Ankeny, Iowa. Darin Morrison has been in the body business since he was 18. He started in the trade at a new vehicle dealer body shop and then migrated to an independent. It was then he decided to buy his own shop and he purchased Fischer Auto Body. Darin’s score on four different components ranked him the highest in the nation for this year. It is an outstanding achievement and one that is only given out by us once a year. It takes lots of experience and studying to achieve certification at this level. We are fortunate in this industry to have training opportunities from the Auto Care Association, AASA and ASA. These organizations provide a very wide variety of training possibilities and keep the industry up on all the latest in trends and technologies. ASE is then there to certify everyone on a fair and unbiased playing field. It is a huge undertaking and requires much thought and commitment to quality. If you have not studied or taken the ASE P2 certification for counterpersons, I strongly suggest it. It makes you more qualified to serve your customers. Whenever I travel, I am reminded of the hectic pace with which our industry is moving. Nothing remains the same. It is good to know that there are counterpersons and technicians out there committed to keeping up with the pace. So, take the plunge and get certified, if you haven’t already. And, Happy New Year to all of you. CM

I If you have not studied or taken the ASE P2 certification for counterpersons, I strongly suggest it. It makes you more qualified to serve your customers.

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For more information: www.counterman.com counterman.com 47

GUEST CONTRIBUTOR

Customer Service: Easy To Say, Hard To Do By Carolyn Smith-Clark

ll businesses have customer service and profit at the top of their objectives, because individuals and organizations understand the link between the two constructs. They are two sides of the same coin. Of the two very important business needs, profitability is an easier concept to grasp because it is a mathematical notion that’s not emotional by nature. However, customer service is a very subjective idea between the receiver and giver. We each spend most of our lives being a customer and if we are honest, and much of our experience as a customer is not positive. That is why a positive customer experience is such a big deal. For the business, it is challenging to figure out what will make the customer’s experience a positive one. Everything from product pricing to restroom cleanliness, from the clerk’s product knowledge to personality, dress, voice, smell, impact the customer experience in a positive or negative way. My first store manager Tom Ciechoski presented me with an excellent vision of customer service. He emphasized that corporate policy is to greet customers as soon as they enter the store. But, Tom’s behavior went beyond just a verbal

December 2014 | Counterman

“hello.” Whenever possible, he came out from behind the counter and escorted the customer to the location of the part, not just pointing the direction to the correct aisle. Tom begins a relationship with the customer to help him solve his automotive problem, not just sell a part. When the cus-

tomer is rung out, which leads to profitability, they have had a positive customer experience because of Tom’s customer service behavior. My second store manager Luke Reeder also is a people person. He engages with the customers in a friendly, easy manor regardless of how busy he is with paperwork, inventory or personnel matters. Both Tom and Luke always made me feel comfortable when I needed help finding a part for a customer. And, they never embar-

rassed me when I didn’t know something. After all, employees are also customers. So this is what I do to achieve the vision of customer service: Greet customers when they come in. Take them to the aisle whenever possible. Talk to them about what they are working on. Show interest in solving their automotive problem. This all sounds easy but doing it 100 percent right 100 percent of the time takes work. When I am not in direct contact with a customer, I am still providing service by stocking shelves, cleaning floors, keeping the counter neat, taking out trash, and yes, even cleaning bathrooms. As a mobile pro out of the store or on the phone in the store, I try to treat all customers as family, friends, or neighbors because many times they are. As the futurist Joel Barker says, “Vision without action is just a dream, action without vision just uses up time, but vision with action can change the world.” Vision and action can help us make sure, “Service is our best part.” CM Carolyn Smith-Clark, of Advance Auto Parts, Mt. Airy, Md., has been a parttime mobile pro for five years. She also is a contract instructor at the National Fire Academy where, among many topics, she teaches customer service.

CPOTY // Russell Paroff Continued from page 30 members. He is able to work under difficult, high-pressure situations and still attain excellent results. “About two years ago, I asked Josh to take over the program at the Advance hub store in Fort Myers where Josh had to get to know all of the customers, turn the pro-

gram around and beat the target. Josh hit the ground running and never looked back. In a short time, his program was winning and his customers really enjoyed working with Josh. “The customers don’t just call Advance Auto Parts, they call Josh Race for parts.”

Randy Layton Fisher Auto Parts Milford, Del. Chris Walrath nominated Randy Layton for Counter Professional of the Year. “With Randy’s leadership, we have built the Milford store into a booming business. Randy has repeatedly stressed service above all else and as a result, we are the first call for more and more customers each year,” Walrath wrote. “We are fastest to market in our market, even in a neighboring town. We are perhaps the most experienced parts store in the area (130 years experience parts and service between five counter people). We may get outpriced occasionally. We may be out-advertised. But we will not be outworked.” “Randy will not hesitate to take care of a customer both on and off the clock. He has made a habit of dropping parts to a customer on the way home, or even take home the order and drop it off early on the way in. And as a result of this example, everyone in the store will do the same.” CM

December 2014 | Counterman

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OUNTER-TECH By Mandy Aguilar

I’m Still Chatting Away Within the same chatting screen, you can use the app to share pictures, videos, geo-locations on a map, hyperlinks and voice messages; all of this while using a higher level of encryption.

Mandy Aguilar is a regional vice president for Jacksonville, Fla.-based The Parts House.

t’s a month later, time for a new Counter Tech column, and I’m still chatting. Some of you have reached out after last month’s column on chatting apps, and I thank you for making me feel a little better by sharing your own addiction to communicating via short, written messages. By your own comments, we can all concur that the messaging app that seems to be taking a permanent parking spot on our peers’ smartphones is WhatsApp. The magic of WhatsApp is twofold: one part lower-cost and one part higher-functionality — the killer recipe for a true category disruptor. While SMS messaging still remains widely popular, messaging plans cost lots of money. In the USA, an unlimited texting family plan can cost as much as $30 per month, with international pertext rates even higher. The costs are almost punitive when we travel abroad and roam on other carriers networks. Texters will do anything to save money on their monthly cellular bills, and WhatsApp has become so ubiquitous that many are actually snipping SMS service altogether. This could eventually be a $120 billion per year haircut for carriers that generate that much income on SMS charges. The days when many smartphone users won’t have SMS on their phone are coming. From a functionality point of view, WhatsApp is like the Swiss Army knife

December 2014 | Counterman

of communication. It opens up the opportunity to communicate with others beyond just text. Within the same chatting screen, you can use the app to share pictures, videos, geo-locations on a map, hyperlinks and voice messages; all of this while using a higher level of encryption. Actually, for Android users, the app just upgraded to “end-to-end” encryption, virtually guaranteeing that no one can read users’ messages or eavesdrop on them along the way. The upgrade is already available to hundreds of millions of users, and soon more will join the protected ranks when the update rolls out to IOS phones. Another way WhatsApp seems to outshine SMS, particularity on iOS phones, is group chats. Creating a group within the app is very easy, and you can even customize the group by adding a group photo or logo so that users can easily relate. Today, I actively chat with four different groups composed of family, friends and customers. The group chat feature lets you connect with up to 100 people at once. Groups need to be created by one person who becomes the administrator, and then invites other to join. Members can always control their participation in group chats by staying in or leaving the group as they wish. These groups become like forums, where members can share information

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Morgan Cars Use Wood Frames And Handcrafted Bodies By Sterling Shriber II

oday’s automotive market is marked by mass production and growing uniformity. In fact, many today even view the car as becoming somewhat of a commodity. However, Morgan Motors is a manufacturer that still views building cars as an art form. Quietly operating in England for the past 104 years, the low-volume manufacturer’s cars are as unique as they are artistic. Known for their three-wheelers and sporty, vintage-looking roadsters, this company sets itself apart through its manufacturing process, as well as some of the unique components it uses. The manufacture of Morgan cars still takes place in the same area it did a century ago. For those of you familiar with the historic Morgan brand, you may already know that they manufacture the frames out of an increasingly uncommon material for today’s cars – wood. All Morgan cars are constructed with an ash wood frame. This process begins in the wood shop, where English ash is shaped and formed into the proper shape and dip-treated for rot. Ash is the wood of choice due its straightness and uniform grain, which makes it easy to sculpt

and form. Its texture also allows for ideal shock absorption, in contrast to other woods or components.

a factor as well; according to Morgan representatives, using wood encourages people to plant forests.

Curved pieces of the wood frame are bent into shape and multiple layers of ash are molded together by a series of jigs and clamps. Presses, including traditional wood presses and vacuum presses, also help form the wood into shape, while glue is heat-cured. The final wood frame used consists of a bonded laminate material that is durable yet absorbent. When asked about their unconventional decision to use wood, Morgan representatives remarked that the wood components in their cars last forever. The strength and durability of Morgan’s wood frames have led to the saying, “A Morgan never dies.” In fact, Morgan cars dating back to the 1950s and older have been disassembled to show their wood frames still perfectly intact and structurally sound. Morgan also views the wood components, which hearken back to the earliest Morgans built, as being integral and indispensable parts of the brand’s history – something which makes the cars “uniquely Morgan.” Apparently, environmental concerns play

Body panels and bonnets are made of aluminum and are treated with a similar degree of craftsmanship. As one of the pioneers of aluminum technology, Morgan makes nearly the entire remainder of the car – with the exclusion of the wood frames – out of the lightweight metal. The only exception to this is the galvanized steel chassis, steel firewall and steel inner wings. The rest of the body is aluminum, much of which is pressed and formed by hand at the Morgan factory. The combination of the lightweight aluminum frame body and wood frame makes the cars exceptionally light – another advantage of using wood. Morgan cars are full of heritage and personality. Despite their somewhat aged and classic feel, the cars haven’t dipped in popularity over the years. In fact, their numbers are growing steadily. With more than 40,000 Morgans on the road today, the company has ramped up production to around 700 units per year, and the waiting list is over six months. If you get lucky, you may even see one at a local auto show or car club. For more information about the Morgan manufacturing process or about the models offered under the Morgan nameplate, visit www.morgan-motor.co.uk. A life-long automotive enthusiast, Sterling Shriber remains committed to covering the automotive industry, with a particular interest in topics relating to high performance and racing.

To read and view more great content, visit www.speedville.com

COUNTER-TECH

and all be informed at the same time. It’s just great to garner our ideas, questions and concerns and share them collectively to stay in touch, almost like a hive. One of the groups that I enjoy the most was created by several of my cousins after a recent family wedding. Cousins from all over Spain, the Dominican Republic and the States came to Puerto Rico for the great event. One of the cousins created a group so we can all share our wedding pictures; however, long after the wedding we all remained in contact, almost daily. As a matter of fact, I have never been as close to them as I am now that I’m able to share a picture or a

quick message with all of them in a flash, from my phone, anywhere, and for free. But it is not all fun and games; the group chat phenomenon has entered our company in a big way, and we use it to communicate with customers daily. On WhatsApp we have a group with more than 20 members, all of them affiliates of our Parts Plus National Program Group. The customers themselves asked us to create the group as an alternative to the many email communications we were sharing with them. They felt messaging was way more immediate. Soon, our own employees and support staff from Parts Plus

joined the group, and today it has become the defacto forum for all program business issues; plus, we all get to share a joke or two along the way. Now, every member is as informed as the next guy. Members are taking the lead and sharing best business practices, as well as marketing and merchandising ideas. Any question posted by a member gets an almost immediate response curated by the crowd. It’s also an extremely efficient way to locate parts within the group: a veritable Swiss Army knife of communication to keep the group slashing ahead of the pack. CM

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Visit Mandy’s blog: www.mandyaguilar.com

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December 2014 | Counterman