Q&A with Jason Lowry, PPG Strategic Accounts Director, Automotive Refinish
As the automotive refinish industry evolves, body shops face a growing number of challenges, from a shortage of skilled technicians to the increasing complexity of modern vehicles. To address these issues, body shops turn to advanced digital technologies to improve efficiency, streamline workflows, and attract the next generation of talent. Jason Lowry, PPG strategic accounts director of automotive refinish, shares his insights into the current labor challenges, the role of automation and digital tools in transforming body shop operations and how new technologies pave the way for a more efficient and sustainable future in collision repair.
In this Q&A, Jason discusses how body shops can adapt and thrive as the industry shifts.
Q: What are the labor challenges for body shops today?
A: The biggest and most obvious challenge is the shortage of trained professionals in the automotive repair industry, particularly those with expertise in collision repair and refinishing. Modern vehicles are equipped with advanced technology and electronics, which means body shops need technicians who are skilled in traditional repair techniques and proficient in handling complex computer systems, sensors and other electronic components.
Keeping technicians updated with the latest repair techniques, tools, and technology requires ongoing training and education. This can be costly and time-consuming for body shop owners, especially smaller shops with limited resources. However, training is increasingly important and can be a true differentiator for hiring and retaining talent.
Compounding the labor shortage is the fact that many experienced technicians in the body shop industry are reaching retirement age. This has created a big gap in the workforce that is difficult to fill with younger, less experienced workers.
Q: How are these technologies improving productivity and streamlining body shop operations?
A: Digital technologies are revolutionizing body shop operations by enhancing productivity and streamlining various processes.
Digital tools such as management software help streamline workflow by automating scheduling appointments, tracking repair progress and managing inventory. This ensures efficient use of resources and reduces downtime. Digital communication tools such as email, text messaging, and customer portals also facilitate customer communication throughout the repair process. This keeps customers informed and reduces the need for phone calls or in-person visits, saving time for both customers and staff. Advanced estimating software also allows for quicker and more accurate estimates by integrating with parts databases and providing real-time pricing information. This speeds up the quoting process and helps avoid underestimating costs.
Digital inventory management systems enable better tracking of parts and supplies, reducing the risk of stockouts or overstocking. This ensures technicians have the necessary materials on hand when needed, which minimizes delays in repairs. Digital analytics tools provide insights into key performance metrics such as cycle time, repair efficiency, and customer satisfaction. This allows managers to identify areas for improvement and implement strategies to optimize operations.
Diagnostic software and equipment help technicians identify issues more quickly and accurately, reducing diagnostic time and improving repair efficiency. This leads to faster turnaround times for customers and increased productivity for the shop. Automated paint mixing systems precisely mix paint colors according to digital specifications, reducing manual labor and minimizing waste. This increases efficiency in the paint department and improves overall productivity while reducing costs.
Q: What are the biggest challenges and barriers to adopting these new digital technologies for auto body shops?
A: One of the primary barriers is still the perceived cost of implementing these new digital technologies. The combination of software, hardware, and equipment can be expensive, especially for small or independent body shops with limited financial resources. However, when used to their full potential, these tools become revenue generators, improving throughput, increasing productivity, and, more importantly, improving a shop’s bottom line.
Sure, adopting new technologies requires training, but the good news is that today’s tech is easier to use than ever before. Even as the average age of body shop techs is rising, tools increasingly use features and functionality like that of mobile devices. While there will be some costs associated with training, simplified touch screens, intuitive design and step-by-step processes will help alleviate the process.
The final barrier is simply resistance to change. We often fall into the “if it ain’t broke, don’t fix it” model, which only promotes stagnation. The world is changing, and our industry needs to change with it. New solutions are out there, and they’re easier to use than ever before. A little bit of training and a lot of reinforcement and encouragement can go a long way in fighting that resistance.
Q: Beyond improving productivity and streamlining processes, how are these digital advancements affecting the skill sets required for professionals?
A: Refinish professionals need to be proficient in using digital tools and software for tasks such as color matching, paint mixing, and surface preparation. This requires a solid understanding of how these tools work and how to leverage them effectively to achieve high-quality results. As vehicles become more technologically advanced, refinish professionals need strong troubleshooting skills to diagnose and address issues related to electronic systems, sensors, and other digital components. This includes understanding how different systems interact and troubleshooting potential conflicts or errors.
With the proliferation of digital systems and sensors in modern vehicles, refinish professionals increasingly need to analyze diagnostic data to identify issues and determine the appropriate repair methods. This requires analytical skills and the ability to interpret complex data sets. Digital advancements in the automotive refinish industry constantly evolve, requiring professionals to stay updated on the latest technologies and techniques. That means refinish professionals need to be adaptable and willing to learn new skills to keep pace with technological advancements.
While this isn’t a new skill, communication and collaboration remain vital in today’s body shops. Digital tools are helping to advance the speed of repairs, which leads to a need for greater collaboration and coordination between different departments as well as with external partners, suppliers, and OE manufacturers. Communication and collaboration throughout are paramount to ensure the repair processes run smoothly. Despite increased automation provided by digital tools, collision repair professionals still need a detailed process to ensure that repairs meet quality standards.
Q: Looking forward, what other digital innovations do you foresee becoming integral to the automotive refinish industry in the next five to ten years?
A: Augmented reality technology could revolutionize repair processes by providing technicians with real-time visual guidance and instructions overlaid onto the vehicle. This could improve repair accuracy, efficiency, and training for less experienced technicians. Digital twin technology can also create virtual replicas of cars, allowing technicians to simulate repairs, modifications, or refinishing processes before performing them on the actual vehicle. This helps identify potential issues and optimize repair strategies.
Robotics technology could automate labor-intensive repair tasks such as sanding, polishing, or applying coatings. This would increase efficiency, consistency and quality while reducing costs and the physical strain on technicians.
Artificial intelligence (AI) and internet of things (IoT) for connected vehicles remain important. IoT-enabled vehicles could communicate with body shop systems to provide real-time diagnostics and repair information. This seamless integration enables more efficient and accurate repairs, as well as proactive maintenance recommendations. AI algorithms can also analyze vehicle data to predict maintenance needs and potential issues before they occur. This proactive approach to maintenance can help prevent breakdowns and reduce repair costs for both customers and body shops.
Blockchain technology provides a long-term secure solution to improve traceability and a reduced risk of counterfeit parts, but 3D printing has a real opportunity to disrupt quickly. 3D printing technology can allow for rapid prototyping and production of customer parts and components to significantly reduce lead time and cost. That means faster, more cost-effective repairs for happier customers, and reduced inventory for increased profits.
Machine learning algorithms can analyze historical repair data to identify patterns and trends, helping body shops optimize resource allocation, pricing strategies, and customer service initiatives. These advancements could also enable insurance companies and OE manufacturers to gather essential information about an accident quickly and accurately, expediting the claims processing workflow. This would reduce the time it takes for vehicle owners to receive approval for repairs and accelerate the overall repair process.
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