Industry needs marine technician alliance

With the need for more and better qualified technicians to service today's marine engines, the marine industry should take a cue from the automotive industry. The Alliance of Automotive Manufacturers is an organization that recognizes the important role of independent repair facilities in ensuring customer satisfaction long after the warranty period expires.

The Automotive Alliance continues to pursue opportunities to improve communications between manufacturers and auto technicians. It understands that all automotive technicians need information and diagnostic tools for both emission-related and non-emission related systems to perform the necessary service repairs on their products. Based on the Automotive Alliance's studies, all of its members, which are made up of the automobile manufacturers, have committed to work with independent technicians, and it has released the following commitment to its industry:

By January 1, 2003, the automotive manufacturers intend to make available to independent technicians the same diagnostic and repair capabilities by making available diagnostic tools (and tool information), service information and training materials that they currently make available to their franchised dealerships for all 1996 and newer cars and light trucks.

This bold letter of intent, dated October 30, 2001, will undoubtedly lead to better overall customer satisfaction in the automobile industry. The Alliance has continued to pursue opportunities to improve communications between manufacturers and technicians through efforts such as the Arizona Pilot Program and most recently the National Automotive Service Task Force (NASTF). Furthermore, many automobile manufacturers actively participate in organizations such as the International Automotive Technicians' Network (IATN) and the Service Technicians Society (STS) to continue improving communications with automotive repair professionals.

Marine industry needs same type of leadership

This same type of leadership role would also bode well in the marine industry. As the marine industry's leading association dedicated to improving marine service, the Association of Marine Technicians (AMTECH), would like to urge all marine engine and boat manufacturers to adopt the same commitment for the marine industry. AMTECH has had preliminary discussions with the Association of Marine Engine Manufacturers (AMEM) in the past on this very subject. Shortly, AMTECH will be making a formal proposal to the entire industry to adopt this commitment.

By allowing technicians access to diagnostic tools, service documents and information, the marine industry's manufacturers will insure that all service providers will meet the quality service standards necessary for their customers. Many non-authorized service-only repair facilities are dedicated to marine service as their profession and career. In many cases, factory-authorized dealerships are not interested in servicing older marine engines that are out of warranty.

By adopting this proposal, the marine industry would provide a wonderful opportunity to have the needs met of the non-warranty customer. The non-authorized technicians are in a position to take care of these customer's needs. By providing quality service to these customers, the factory will insure that their customer will look favorably on their brand when the time comes to purchase that new boat and motor.

Health of the industry at risk

The marine industry can no longer afford to operate with the understanding that only factory-authorized dealerships should have access to factory technical service bulletins, diagnostic tools and information. Studies have shown that 60 percent of all new boaters enter the marine industry by purchasing a used boat. And a large percentage of these customers purchase these boats through non-authorized, or independent service-only businesses.

Chances are the customer will continue to bring the vessel back to the same business from where the boat was purchased for service. However, if the business performing the service is not provided with the necessary tools and information to properly service that vessel, the resulting poor repair work will not only damage the reputation of the manufacturer, it will also lead to a poor image of the marine industry, in eyes of the customer.

This scenario is replayed all too often in the marine industry. It is time the marine industry realizes that the boating consumer will not continue to support our industry if they cannot get the proper service performed on their boats, regardless of where the service is performed.

Whenever someone services a boat, it is a reflection of our entire industry. Maintaining a boat is just too expensive to put up with the hassle of poor service, and there are too many other recreational pursuits waiting in the wings.

Let's unite for the sake of the industry, and start working together by pledging support for all marine service providers.

Joe DeMarco

President

AMTECH