Because of the sophistication of heavy-duty truck engines, when a customer comes into your shop complaining of an engine problem the tendency is to assume the problem is complex.
While sometimes that’s true, in addition to relying on electronic diagnostic tools and other high-tech devices, technicians should not forget common sense troubleshooting basics.
Proper diagnostics start with the service writer. The first thing a service writer needs to do is interview the driver, according to Mike Powers, product development manger, global on-highway, Caterpillar, Inc.
“Find out who, what, where and when the trouble started,” he says. “Has the truck recently been in for service, and if so, for what? Did the problem start after the service work was completed? Is this a performance complaint (low fuel mileage, won’t pull) or is the check engine light on?”
Tom Diefenbaker, director of technical support, Daimler Trucks North America, LLC, says, “It is important to understand if it is a symptom-based complaint, in which case you need a lot of information, or is it a complaint that is the result of a warning light?”
Powers explains that performance-based complaints don’t usually turn on the engine warning light.
Steve Scott, director of product development and technical support, IPD, encourages technicians to take time to make sure they completely understand the complaint. “Go over the details of the complaint with the customer so you both agree about what you’re expected to remedy.”
