Listen to a complete interview.

Alex · 00:00

Hello Rachel. I'm Alex, and I'm part of the hiring team at Summit Ridge Motors. Thank you for taking the time to speak with me today. How are you doing?

Rachel Morgan · 00:09

Hi Alex, I appreciate the opportunity to speak with you today. I’m doing well, thanks. How about you?

Alex · 00:16

I'm glad to hear you're doing well. Just to confirm, am I speaking with Rachel Morgan, here to interview for the Service Technician role?

Rachel Morgan · 00:26

Yes, that's correct. I'm Rachel Morgan, and I'm here for the Service Technician interview.

Alex · 00:31

Thanks for confirming, Rachel. This is just a conversation, so feel free to share whatever you think is important. To get us started, could you tell me a little about yourself?

Rachel Morgan · 00:42

Sure. I’ve been working as an Automotive Service Technician for a couple of years now, currently at Northgate Auto Care. I handle diagnostics and repairs for both domestic and import vehicles, focusing on brakes, suspension, and electrical systems. I also have experience training new technicians, which has been rewarding. I completed my Automotive Technology certificate at Lakeshore Technical College, and I hold a few ASE certifications.

Alex · 01:07

It’s great to hear about your experience diagnosing and repairing a variety of vehicles. You mentioned focusing on brakes, suspension, and electrical systems; could you share a bit about a specific challenge you've faced in those areas and how you resolved it?

Rachel Morgan · 01:25

Sure, one challenge I faced was with a vehicle that had intermittent electrical issues, which were tough to pin down. I used a scan tool to check for any fault codes, but nothing showed up. So, I went through some basic electrical troubleshooting like checking the grounds and connections. I ended up finding a loose connector that was causing the problem. Once I secured it, the issues cleared up, and the customer was really happy to have their vehicle running smoothly again.

Alex · 01:52

Finding a loose connector must have been a satisfying resolution. Shifting gears a bit, when it comes to brake systems, what specific procedures do you follow for a brake job, and what tools do you typically use?

Rachel Morgan · 02:07

For a brake job, I start by inspecting the entire brake system, including the pads, rotors, and calipers. I make sure to check for any wear or damage. Then, I lift the vehicle, remove the wheels, and use tools like a torque wrench and brake caliper tool to replace pads and rotors as needed. After that, I bleed the brake lines to ensure there's no air in the system before putting everything back together and testing the brakes. It’s important to follow the manufacturer's specifications for torque settings and procedures to ensure safety.

Alex · 02:38

It's clear you have a thorough approach to brake jobs, especially with the emphasis on following manufacturer specifications. Can you tell me about the scan tools you’ve used for diagnostics? What specific features do you find most helpful?

Rachel Morgan · 02:54

I've used a few different scan tools, including some of the more common brands like Snap-on and Autel. I find the live data feature really helpful, as it allows me to monitor various sensors while the vehicle is running. It helps in diagnosing issues more accurately, especially for drivability problems. The ability to read and clear codes is essential too, along with the ability to perform specific tests like resetting the ABS system or programming modules when needed. Overall, having a versatile scan tool makes a big difference in my diagnostics process.

Alex · 03:28

It's interesting how versatile scan tools can really enhance the diagnostic process. Speaking of working in a busy environment, can you describe a time when you had to handle an upset or impatient customer in the shop? How did you manage that situation?

Rachel Morgan · 03:44

Yeah, I remember a time when a customer was frustrated because their vehicle was taking longer than expected for repairs. I took the time to listen to their concerns and explained the reason for the delay, which was due to needing additional parts that weren't initially assessed. I assured them I was doing everything I could to get their vehicle back on the road quickly. Keeping open communication helped ease their frustration, and in the end, they appreciated the transparency and the quality of the work.

Alex · 04:11

It's great to hear how effective communication helped resolve that situation. Now, imagine you've diagnosed a vehicle that has an intermittent issue, similar to what you described earlier. The customer is eager to have it fixed, but you can't replicate the problem in the shop. How would you approach this situation to ensure the customer feels confident in your work while also addressing the diagnostic challenge?

Rachel Morgan · 04:38

In that case, I’d first explain the situation to the customer honestly, letting them know that intermittent issues can be tricky to diagnose. I would reassure them that I'm committed to finding a solution. I’d suggest doing a thorough check of all related components and possibly recommend monitoring the vehicle for a short time or performing an additional test drive if they're comfortable with that. If they want to keep using the vehicle, I’d provide them with tips on what to look out for, and I’d let them know I’m available to diagnose further if the issue reoccurs. Keeping them informed helps build trust.

Alex · 05:10

You've provided some thoughtful insights into those scenarios. Do you have any questions for me?

Rachel Morgan · 05:17

Yes, I'd like to know about the typical schedule for the Service Technician role. Are there set hours, or does it vary based on the shop's needs?

Alex · 05:26

That's a good question. The Service Technician role typically has a schedule of Monday to Friday, from 7:30 AM to 5:00 PM, with alternating Saturdays included. This allows for a consistent work-life balance while meeting customer needs. Is there anything else you would like to know?

Rachel Morgan · 05:44

No, that’s everything for me. Thank you for the information and for the opportunity to speak with you today.

Alex · 05:50

I appreciate you taking the time to chat today, Rachel. The hiring team will be in touch regarding next steps. It was a pleasure speaking with you, and I wish you all the best. Take care.