Whether it's turning on a diagnostic unit and discovering different functions, or utilizing resources and having conversation with customers or tool manufacturers, there are a number of ways to learn about heavy duty aftermarket scan tools. Distributors and tool manufacturers weigh in on different methods that have worked in the field.
Ron Hambrick, Diagnostic Tech Representative, Mac Tools
Use them. Get them in my hands and figure out how they work. I look at as much OEM manufacturer information I can find on how the vehicle is supposed to function. I also rely heavily on the manufacturers of the scan tool to tell me what it’s capable of and what it should do, and what its limitations are.
The biggest educator is the end user. What does he want it to do? What can we make it do to make his life easier? At the end of the day, if it doesn’t help him save money or fix vehicles, it’s not worth having.
Nate Miller, Dealer, Cornwell Tools
If you’re very scan tool literate, you can fumble your way through and pick up what guys are looking for. Working on the automotive side for 15 years, I’m very familiar with different scan tool types.
I’m actually able to plug the CanDo [HD Pro] into both my personal pickups – and I can do a lot of the same diagnostics they’re doing with the big trucks – cylinder cutout, injector programming. Just by playing with it at the house, I’m able to learn more and more about it.
Vasil Vasilev, Distributor, Matco Tools
I’ve done a lot of drivability diagnostics for Volkswagen and independent shops where I worked at [before becoming a mobile tool distributor]. I’m somewhat familiar with how the diagnostic side works. As far as the basics, there’s not a huge difference between the two [comparing light duty scan tools with heavy duty scan tools]. The scanner is not going to operate much differently.
I do also drive a Freightliner, so there have been multiple times where if I do just a quick demo, I’ll use it on my personal tool truck. So, if I want to prepare a few different things to show them, I’ll hook it up to my truck and play around with the scanner, so I kind of know what I want to show the customer when I go in and demonstrate it.
Pete McCann, Dealer, Cornwell Tools
Autel has their own YouTube channel. I basically use it as a [seminar] to teach myself anything. If someone has a question, I can go right there and show them where to look for themselves as well. But that’s where I train myself on everything like reading codes, or setting parameters.
If I need a real quick answer, reaching out to Autel is really simple and quick. We have a dealer-only line we can call, that they can pick up for us. If I have a question on how to fix something, or how to get into something, they’re right there to help.
Brian Davis, Distributor, Mac Tools
The best way is to buy one outright, sit down with it on the weekends, learn it yourself and do what I call “Buttonology.” Start pushing buttons. Hook it up to your own vehicle.
Phones, tablets, computers. Nothing comes with a manual anymore. You have to jump into it and see where it takes you. Learn the navigation patterns. Learn how the thing actually works by strictly using it. We don’t read books anymore. We learn as we go, by trial and error.
My resources are my customers. They teach me as much as I teach them about how to sell the second unit, or the third unit. I’m not going in trying to be the educator, as much as I am going to learn from it. Let’s plug it in and see what it can do. Guys like that. I have a really good relationship with some of these shops and they help me a lot.
Victor Rivilla, Marketing Director, CanDo International
Research what's out there as far as scan tools and code readers. Know the pros and cons of each offering versus what you are trying to sell. Investigate what trucks and equipment the shop services prior to approaching the shop. Read and participate in heavy duty online forums, to learn current market needs and trends, so that the approach to the shop owner is more of a helpful one versus a simple sales pitch. Finally, it always helps to have hands-on experience with the tools.
Matt Stein, Senior Product Manager, Bosch
Understand the technician’s level of expertise and what level of diagnostics they need to perform. Match the features and price point with the needs of the shop technician. If the real need is to read and clear codes and view engine data, a tool like the HDS 200 will be good. On the other hand, an expert technician who wants bidirectional test capability, the ability to reset parameters and look at wiring diagrams will want an expert-level tool like the ESI[truck]. When it comes to the new expert level tools, demonstrating the tool on vehicles really brings home the power of the tool.
Michael Flink, Director TPMS and Commercial Sales North America, Autel
First and foremost, I’d always go in and find out what they’re currently using. Are they using a dealer-supplied tool? Do they not have a tool at all at the moment? It will also help you gauge how comfortable they are with diagnostics, and getting into the system. Another key question, depending on if it’s a general repair heavy duty shop or if it’s a fleet customer, is the variety of vehicles and systems they work on. If they’re just working on a single entity, then a larger tool that has a general ability may not be as important to them as buying OE software or a tool that’s just focused on a single brand or single type of system.
Those are some of the biggest things: what’s their comfort level with diagnostics, and what are they using? And, how much of a variety of both manufacturers and engine/transmission/brake systems do they see and work on?
Harlan Siegel, Vice President, Launch Tech USA
Listen to the customer’s challenges, offer a solution, have them take a road test and have a unit on the truck.
If you don’t understand the challenges of what they’re using, you will never have an opportunity for a sale. Sales are nothing more than identifying a customer’s pain or challenges, and having a solution to improve their situation. But that only makes sense if you first hear their pain.
Just like in the automotive sector, it’s okay to have more than one scan tool. No shop is under the impression that there’s going to be “one-size-fits-all” [with scan tools]. Understand their pain, and offer a solution.
