JUNE/JJULY 20110

RV sales are revving up…and it’s time to GO and GROW at the RV Dealers International
Convention/Expo. This year’s convention will be jammed with vital information that will prepare you and your dealership team to take advantage of new opportunities in today’s RV market. You’ll leave Las Vegas with INNOVATIVE IDEAS that can help you produce REVOLUTIONARY RESULTS.
OCTOBER 4-8, 2010
THE RIO ALL-SUITE HOTEL & CASINO
LAS VEGAS, NV
Workshops focusing on cash and personnel management strategies to stay competitive
Essential techniques for making more sales in a tough market
Acquiring financing in today’s economy
Intensive workshops to help get more buyers qualified
New product and service offerings to help build profits
A series of dealermanufacturer brand committee meetings scheduled
2 0 1 0 S P O N S O R S
SAPPHIRE
Brought to you by RVDA, RVDA of Canada, and the RV Learning Center.
Watch your e-mail for more details!

JUNE/JULY 2010
SLIDE-OUTS
7 RV Slide-out System Maintenance
AWNINGS
12 Preparing Your Customer’s Awning for Ease of Use
UPGRADING RVS
14 Mounting Flat Screen TVs
AIR CONDITIONERS
16 Mobile AC Service: Facts & Fiction
SERVICE WRITER/ADVISOR
18 Service Writer/Advisor Skills: The Indisputable Basics
TIRES
25 Tire Safety: Keeping Your Customers Safe on the Road
SAFETY
26 Dangers of Working in Extreme Heat
Certification page 22
DEP
27 CONVENTION PREVIEW
30 NEW PRODUCTS
31 RECALLS
33 NEW & NOTES
Slide-Out Maintenance page 7
Awning Installation page 12
RV Upgrades page 14
Air Conditioners page 16
2010 JUNE/JULY RV TECHNICIAN

RVDA EDUCATION FOUNDATION BOARD OF DIRECTORS
Chairman
Rick Horsey
Parkview RV Center
Smyrna, DE
(302) 653-6619 rhorsey@parkviewrv.com
Vice Chairman
Dan Pearson
PleasureLand RV Center, Inc.
St. Cloud, MN
(320) 251-7588
D.Pearson@pleasurelandrv.com
Secretary/Treasurer
Protective
St. Louis, MO
(636) 536-5704 bill.koster@protective.com
President
Mike Molino, CAE
RVDA
Fairfax, VA
(703) 591-7130 mmolino@rvda.org
Director
Randy Biles
Pikes Peak Traveland, Inc.
Colorado Springs, CO
(719) 596-2716 rwbiles@pikespeakrv.com
Director
Debbie Brunoforte
Little Dealers, Little Prices
Mesa, AZ
(480) 834-9581 dbrunoforte@littledealer.com
Director
Mick Ferkey
Greeneway, Inc.
Wisconsin Rapids, WI
(715) 325-5170 markferkey@greenewayrv.com
Director
Eleonore Hamm
RVDA of Canada
Richmond, BC
(604) 204-0559 eleonore_hamm@rvda.ca
Director
Andy Heck
Alpin Haus
Amsterdam, NY
(518) 842-5900 aheck@alpinhaus.com
Director
Jeff Hirsch
Campers Inn of Kingston
Kingston, NH
(603) 642-5555 jhirsch@campersinn.com
Director
Newt Kindlund
Kindlund Investments
Winter Park, FL
(407) 628-4211 newt@kindlund.com
Director
Matthew Miller
Newmar Corporation
Nappanee, IN
(574) 773-2381 mlmiller@newmarcorp.com
Director
Tim O'Brien
Circle K RV's, Inc.
Lapeer, MI
(810) 664-1942 t.obrien@circlekrvs.com
Director
Randy Packard
Natl Assn of RV Parks &
Campgrounds/Pine Acres Family
Camping Resort
Oakham, MA
(508) 882-9511 opa203@aol.com
RVDA EDUCATION FOUNDATION STAFF
Director
Jeff Pastore
Hartville RV Center, Inc.
Hartville, OH
(330) 877-3500 jeff@hartvillerv.com
Director
Steve Plemmons
Bill Plemmons RV World
Rural Hall, NC
(336) 377-2213 steve@billplemmonsrv.com
Director
Tom Stinnett
Tom Stinnett RV Freedom Center
Clarksville, IN
(812) 282-7718 tstinnett@stinnettrv.com
Director
Ed Thor
Coach-Net
Lake Havasu City, AZ
(928) 855-2860 ethor@coach-net.com
Director
Larry Troutt
Topper's Camping Center
Houston, TX
(713) 896-8441 larrytroutt@toppersrvs.com
Director
Brian Wilkins
Wilkins R.V., Inc.
Bath, NY
(607) 776-3103 bwilkins@wilkinsrv.com
Mike Molino, CAE
RVDA Education Foundation
President
Phil Ingrassia, CAE
Vice President for
Communications
Ronnie Hepp, CAE
Vice President for Administration
Karin Van Duyse
Chief, RV Learning Center
Melissa Broadus
Editor
Chuck Boyd
Dealer Services Manager
Susan Charter
Associate Services Manager
Hank Fortune
Director of Finance
Jeff Kurowski
Director of Industry Relations
Brett Richardson, Esq., CAE
Director of Legal & Regulatory
Affairs
Liz Shoemaker
Education Coordinator
Butch Thomas
Field Representative
Robin Walker
Accountant
Tony Yerman
RV Service Consultant
Isabel McGrath
Technician Certification
Registrar
Page 4 2010 JUNE/JULY RV TECHNICIAN

Welcome to the June/July issue of RV
Technician magazine. This issue is full of information on a variety of service related topics suggested by readers of the magazine. This information should help technicians do their jobs better and stay up-to-date with changing products.
Up first we have “RV Slide-out System
Maintenance,” by Chris Dougherty a certified RV technician. This article gives a thorough look at how to maintain and troubleshoot slide-out systems on many
RVs and provides reference information for technicians. Next is “Preparing Your
Customer’s Awning for Ease of Use,” by
Mark Davis of Carefree of Colorado.
This article will help technicians make awnings more user-friendly for customers, before they hit the road; helping them avoid returns to the dealership for adjustments. RVDA
Service Consultant Tony Yerman, covers retrofitting RVs with flat screen
TVs in, “Mounting Flat Screen TVs.”
This article covers the different aspect a technician needs to consider, along with the available products out there to actually mount the TV. “Air Conditioner
Service: Facts or Fiction,” from the
Mobile Air Conditioning Society covers the many different areas of maintaining and servicing an air conditioner. It also covers some of the laws that govern safety when working on air conditioning units. Chuck Marzahn of Marzahn &
King Consulting, Inc. tackles the basics of being a good service writer/advisor/advisor in, “Service writer/advisor/Advisor: The Indisputable
Basics.” Technician certification has many benefits for not only the technician, but also the dealership or service center. In, “Why Certify?” Master
Certified RV Technician, Gary Motley, discusses some of those benefits and encourages technicians and their employers to tout technician certification. Finally, there are two safety articles this issue. One concerns tire safety and how to keep your customers safe when traveling. The other covers the dangers of working in extreme heat.
Additional Information
If you are looking for new product information, see page 30. For the most recent recalls see page 31. If you haven’t ordered your updated copy of the RV Learning Center’s Service
Management Guide (flat rate manual), see page 32 for an order form. Also, don’t forget to join the Certified RV
Technician Facebook page to stay upto-date on technician related information, such as training, articles, and news.
Training Opportunities
If you are looking for valuable training opportunities, see page 37 or visit www.rvtrainingcalendar.com.
Technicians looking for continuing education or for certification preparation can sign up for the Technician
Certification Preparation Course (see page 24). An order form for the 16volume set of The RV Service
Textbooks is available on pages 20-21.
The RV Service Textbooks are a “musthave” for your shop.
Page 5 2010 JUNE/JULY RV TECHNICIAN

Update Your Contact Information
Because the RV Learning Center is distributing the magazine via e-mail, it is important to keep your contact information up-to-date with us. Please make sure that we have your current email address to ensure that you receive each issue. To update your e-mail call the dealer services hotline or e-mail info@rvda.org.
Special Thanks
I want to give a special thanks to all the readers who suggested articles for this issue. Many articles are the result of direct requests from members of the
Certified RV Technician Facebook page.
I hope this trend continues, so if you have requests or suggestions for articles don’t hesitate to e-mail or call me directly, or to post them on the
Facebook page. I will do my best to find an author for the article you suggest.
We are always looking for input on how we can make the magazine better.
Finally, feel free to contact me if you are interested in being a part of the RV
Technician Advisory Group. The advisory group deserves a lot of credit for the quality articles, and making sure that the information is accurate.
Contact information:
Melissa Broadus
Editor
RVDA
3930 University Drive
Fairfax, VA 22030 mbroadus@rvda.org
(703) 591-7130 X117
We hope you enjoy this issue of RV
Technician.
Page 6 2010 JUNE/JULY RV TECHNICIAN

SLIDE-OUTS
Today, just about every RV has at least one slide-out room, to as many as five or six.
These rooms have revolutionized the RV, and it is essential that the RV technician be comfortable with the basics of RV slide systems, how they operate, some common issues, and where to turn for engineering assistance should they need it.
This article is not meant to be an allinclusive document on the service and repair of slide-out rooms and systems.
Rather, the reader will gain or refresh their understanding of these systems, where to troubleshoot, how to maintain the systems, and train the consumer on how to properly operate their slide-out rooms. Additionally, since there are so many designs, the article will end with a list of common resources for technicians to use when they have troubleshooting issues.
Slide rooms vary in size and design depending on the
RV. Most RVs have powered slide rooms, but units that are designed for seasonal use (park trailers) may have manual slide rooms and/or tilt-out rooms.
RV slide room operators are powered by three basic systems; 12 VDC electric motor, an independent hydraulic system (as part of a coach wide hydraulic system including jacks), and a mechanical combination system, which consists of a series of cables, pulleys, and hydraulic pistons. There are a few air systems, but they are rare. Further, the systems can be broken down into standard above the floor slide rooms, flat floor slides, and single module systems (like those used in bedroom slide system, usually contained within the bed).
The electric driven mechanisms are flat floor
(through the frame) and above floor sofa type slide rooms. Flat floor units can be either actuator motor driven, or rack and pinion-drive shaft driven. Some bedroom slides are actuator driven with an independent frame or cable driven. Most of these systems are put together with pieces as a kit, but have been known to be built by
RV manufacturers out of welded components, which can complicate repairs.
The electric motors are operated by switches inside the unit, and are reversible
(FWD/REV) by change of polarity. Some motors have a release lever (Power Gear) for manually pushing the slide in or out.
Many systems can be operated manually using a crank handle, which is included with the RV. With a coach that has no 12 VDC power, it may be possible to retract the slides by applying adequate 12 VDC power to the motor wiring when isolated from the wiring harness, but the system/coach manufacturer and/or manuals should be consulted first.
With hydraulic systems, there are hydraulic cylinders which actuate the movement of
Page 7 2010 JUNE/JULY RV TECHNICIAN

the room, either directly or via a cable/pulley system. Some systems have multiple cylinders which employ a balancing valve to coordinate the movement of the room(s), while others act directly using a single piston per room. When the switch inside the
RV is activated, two things happen; the hydraulic pump is activated, and the valves for the particular slide and direction are opened in the proper sequence, which moves the room.
NOTE: Most of the Lippert hydraulic slide systems do not have blocking valves that need to open for the rooms to actuate.
Lippert has three options:
1. Direct actuation in which one switch is operated and all rooms actuate, one at a time through the path of least resistance;
2. A Manual IRC
(Independent Room
Control) block that allows the camper to select which rooms they wish to open. If all valves are open, the rooms actuate off one switch just as if the system were direct actuation as in option 1;
3. An Electric IRC block that has from 2-4 blocking valves installed and each room has its own switch inside the unit to actuate each slide-out independently.
Flat floor slide mechanisms are employed when the edge of the floor of the room falls within the traffic pattern of the RV’s occupants, thus eliminating a step up into the room. As the room extends, it glides down a ramp into a flat position, and when the room is retracted, it glides up into a position where it will slide into the RV and seal. As an example, the Lippert Bolt-On
Flush Floor Slide-out System has three basic assemblies:
1. Outer Rail – Angled flange to bolt to frame of coach. Flange runs from the inside end of the outer rail to outer edge of Gear Drive Assembly.
2. Inner Rail - Inner Rail rides inside outer rail and is actuated by the rack gear welded to the bottom of the rail and the pinion gear in the Gear
Drive Assembly. Mounting Plate on the outside end of the inner rail is bolted to the slideout room and is slotted for room adjustment.
3. Gear Drive – Houses drive shaft and pinion gear. 12 VDC motor attaches to drive shaft to actuate system.
(From Lippert Flush Floor Manual)
I have mentioned the rack and pinion here, and it is worth explaining. A rack and pinion is a set of gears, which convert linear motion into circular or rotational motion, or vice-versa. In the example of the slide room above, the power unit (motor) is attached to the drive shaft, which is attached to the pinion gears, which in turn cause the room to move. In the case of an actuator driven slide, the motor and actuator assembly is bolted to the rear of the outer rail and the front of the inner rail. As the mechanism is actuated, the drive arm extends or retracts.
Page 8 2010 JUNE/JULY RV TECHNICIAN

The gear pack on the drive arm is connected to the gear pack on the idler arm by a drive tube and the idler side follows the drive side.
Slide rooms frequently have a number of adjustments that can be made to their operation. A customer may complain that their room will not close properly, or leaks while open or closed. This is often caused by the room racking due to an obstruction, or hardware that loosens or is missing. Adjustments include front to back, side to side, extend and retract, and top to bottom.
It is well beyond the scope of this article to discuss the adjustments for every type of room, however, there are some similarities. The room should be centered side to side within the opening on the coach. Take measurements and visualize to ensure that the seals work adequately all the way around the room. This is especially important on the roof of the room. The blade seal should touch the roof evenly all the way across; if it doesn’t, adjustments must be made. In addition, the bulb seals should compress well and evenly all the way around the room both when extended and retracted. The jamb should be tight all the way around the room, and the seals should be well adhered to them. Top to bottom adjustments often are made using the bearings or rollers, or the ramps on a flat floor design. There should be no hardware missing. In nuts and/or bolts are missing from the system, replace them with like kind and quality hardware (per manufacturer’s specs.) In every case, refer to the service manuals for adjustment details.
Slide-out rooms are generally designed to require very little maintenance, but there are things for the technician to look at and do to keep the client’s equipment in proper working order.
1. While the room is out, examine the slide mechanism for damage, unusual wear, and dirt/grime. Clean the glide system as required and apply a small amount of only a dry lubricant such as a spray on silicone.
Check all hardware for snugness.
Page 9 2010 JUNE/JULY RV TECHNICIAN

2. Examine all the slide seals, especially the ones on the roof, for wear and degradation. The metal spring clips that hold the seals in place often hold moisture and rust away completely, causing the seal to fall away. If this kind of damage is found, replace the seal. Be sure to secure the corners of the blade seal appropriately. There are a number of sizes and designs of blade seal, so be sure to obtain the correct replacement. If the bulb seals on the jambs are separating, using adhesive is recommended for reattaching the seal, provided it is in good shape. In any case, use common sense… make sure that water can’t penetrate the seal around the edges. Seal using an adhesive sealant recommended for automotive weather-strip.
3. Kitchen slides have their own special considerations, and vary from manufacturer to manufacturer. They often have movable water, electric, liquid waste, and LP gas lines.
These ‘homemade’ mechanisms can on occasion jam and cause problems, so if the room is having trouble, check these. Their slide apparatus may require lubrication and the same spray silicone lubricant works well for this.
4. The room should not drag on the floor/carpet; however there will be evidence of the slide room operation on the carpet from normal usage, and again, there shouldn’t be gaps in the seals. Make the necessary adjustments to correct this.
Remember, the more a room drags, the more damage may be done… it is a three-sided box, which can structurally deteriorate if it is racked.
5. If the room is equipped with a slide topper, it should be examined for wear and proper adjustment and operation. Repair as necessary.
Lubricate moving parts as needed.
6. Slide seals can be treated with a protectant to prolong their life. There are at least a couple of these that are commercially available.
On occasion, you may be asked to explain the proper operation of the slide room to the client. The details are manufacturer specific, and vary depending on whether there are automatic locks, manual lock bars, and what types of switching systems are employed.
Instructions for slide-out components can be found on the web, or directly from the coach manufacturer, if needed. Most manufacturers that I have worked with recommend the coach be leveled prior to slide room operation. Make sure the customer understands that the room MUST be clear of all obstructions, inside and out, before operating the room, and stop operation immediately should the room begin to rack or catch. Instruct the customer on emergency operation of the slide, and show them the instructions in the owner’s guide, if available, as well as ensure they understand the need for cycling of the rooms on a regular basis, even when parked for extended periods of time, in order to keep all the moving parts free and operational. It is also essential that the slide rooms only be operated with good, fully charged 12 VDC batteries in place. Failure to have sufficient power can cause slow slide room operation, damage to the 12
VDC converter, and damage to other system electrical components. Remember that as voltage decreases, amperage increases, which can overload components.
Page 10 2010 JUNE/JULY RV TECHNICIAN

On hydraulic systems, the same rule applies, plus the maximum hydraulic fluid level must be maintained. Failure to do so can introduce air into the system, operational failure, and a free-wheeling hydraulic pump motor can burn up quickly without a hydraulic load on the pump impellers. Lastly, the customer should ensure that the roof of the slide is clear of debris before retracting. Failure to do so can cause racking damage to the room, the coach, or damage the seals.
The slide/coach manufacturers have resources available to technicians should they require them. If you look up this information, download and print out the service manuals you need, and keep them in a binder in your shop for quick reference, or on a computer if space is limited. The following are some websites with documents you may need when servicing:
Lippert Components slide systems: http://www.lci1.com/index.php?option=com_ content&view=article&id=61&Itemid=68
HWH Corp hydraulic slides and levelers
(includes full online school): http://www.hwhcorp.com/techinfo3.html
Powergear/DeWald/Kwikee/Joey Bed: http://www.powergearus.com/navi/technicaldocuments
RBW Industries: http://www.rbwindustries.com/service_manu als/SPORTSMEN%20SERVICE%20MANU
AL.pdf
Thanks to Andrew VanSchoick and Rik
Burgoyne of Lippert Components for their assistance with this article.
Chris Dougherty is a RVDA-RVIA
Certified RV Technician, and former owner of RV Medics of Rhinebeck, NY.
Having been around RVs for over 34 years, in the business for nine years, and a full time RVer for 10, Chris has authored a number of RV industry related articles, and lectures on a number of RV related topics to consumers and emergency service workers, as well as an upcoming RV consumer guide book. In addition, he is a veteran professional firefighter and fire investigator, an active RVer, and historian.
Page 11 2010 JUNE/JULY RV TECHNICIAN

AWNINGS
Sometimes customers have difficulties utilizing their spring loaded patio awning, either because they forget the order of operations, or in some instances find one or both springs have failed. This usually means a trip to their local dealer to have work performed, which can be costly and time consuming. Eliminate these problems by making set-up easier and enhancing the performance of their awning all while making spring replacements a thing of the past. You can convert many traditional spring loaded awnings into crank out operation awnings making it the easiest patio awning to operate. Once converted, there will no longer be a need to use a pull cane to lock and unlock the roller.
Furthermore, it will eliminate the hassle of
“fishing” for the loop on a pull strap. To open the awning, all that needs to be done is to start cranking the awing out. Simply crank in the opposite direction to close the awning.
No need for travel locks since the worm gear automatically locks the roller for travel making billowing impossible. In addition to easier operation, the crank assembly ensures the tightest canopy possible with no worries of slippage you may find in a spring loaded awning. Once the awning is set up, simply back wind the crank slightly to ensure a taut canopy.
STEP ONE: REMOVE THE EXISTING
SPRING
1. Extend the awning out completely.
2. On the left side, lift and lock the upper brace in position. Insert a cotter pin through the cap and spring.
3. On the right arm, grasp the end plug firmly with vice grips.
NOTE: When removed from the arm, the spring is under extreme tension and will unwind quickly.
Keep hands and clothing clear while firmly holding the vice grips! Do not try to hold the end plug by hand.
4. Remove the attaching screw and remove the end plug from the arm while firmly holding onto the vice grips.
NOTE: It will be necessary to hold onto the arm and move it out of the way when the end plug is removed. It will be necessary to support or hold the roll bar during
the rest of the procedure.
5. Place the roller lock in the CLOSE position then unwind the spring. To unwind, rotate the end plug over the top and towards the coach.
6. Remove the screws attaching the end cap to the roller tube.
7. Remove the spring from the roller tube and set aside. Slide the remote lock out of the round groove of the right arm and set aside.
Page 12 2010 JUNE/JULY RV TECHNICIAN

INSTALL THE MANUAL CRANK END
PLUG
1. On the right end, firmly seat the endcap of the manual crank end plug onto the roller tube. This endcap has three access slots to line up with the slots of the roller tube. Attach the endcap and roller tube using three (3) #10 x 5/8 square drive screws.
2. Insert the RH arm channel into the end plug. Align the hole in the end plug with the threaded hole in the arm.
3. Attach the arm and end plug using one (1) 1/4-20 x 7/16 phillips head screw.
INSTALL THE MANUAL CRANK END
PLUG
1. Orient the end cap of the new idler end plug with the roller tube. The access slot of the end cap must align with the roller tube slot that has the canopy polyrod.
2. Firmly seat the endcap on the roller tube and attach using two (2) #10x
5/8 square drive screws.
3. Insert the arm channel into the end plug. Align the hole in the end plug with the threaded hole in the arm.
4. Attach the arm and end plug using one (1) 1/4-20 x 7/16 phillips head screw.
4. Remove the cotter pin in the LH end plug that was inserted previously.
REPLACE THE LH END PLUG
Special Note: The LH spring can be left in the roller tube. The spring will then act as an assist when retracting the awning. It is not necessary to have a spring for proper operation. Use the following directions to replace the LH spring with a new idler end plug.
For more information on awning installation, maintenance, or repair; contact Mark Davis at Carefree of
Colorado at
MDavis@carefreeofcolorado.com or visit www.carefreeofcolorado.com.
Page 13 2010 JUNE/JULY RV TECHNICIAN

UPGRADING RVS
The advancements in television monitors in recent years are just incredible, but how do you get your old technology replaced with these new space saving marvels? Most new
RVs are fitted with the new flat screen LCD
TVs. I have seen them mounted inside and out. There is even a weather resistant TV that has been tested to operate for three hours, under water. Obviously, they can be installed just about anywhere.
Many people, who have older RVs with the old cathode ray tube TVs, want to update.
Some want to save space and some just want the new technology in HD. I would like to shed some light on mounting these units in any RV.
Simple Fact
“A structure is only as good as its foundation.” I don’t really know who said it, but it holds true in any repair or installation.
Mounting a fifteen pound television to a 1/8inch thick wall panel is like putting a 45-foot motorhome on a subcompact car chassis, it won’t work. Anytime any installation of any device is made, it must be determined that there is a support structure to properly secure that installation.
Mounting to Walls
The first thing to look at when mounting a flat screen is what it will be mounted to.
Loose hung or stick and tin trailers have interior walls of nothing more than approximately 1/8-inch paneling. There are wall frame members, or studs which can be found pretty easily. Some sort of additional framing or support may have to be added between the studs to support a mount.
Laminated, or bonded walls on trailers or motorized units, many times, have little framing in the walls between divider walls and cabinetry. Mounting to wall paneling and into the Styrofoam insulation will not
Above is one of the types of wall mounts that a technician can use to retrofit a flat screen TV in an RV. support much weight, if any. Again, frame members or wall backers need to be found for a solid installation. Some manufacturers may even have located wall backers for installation, into walls or cabinetry, to accommodate a flat screen offered as an option.
In any case, it is a good idea to check with the vehicle manufacturer for any type of support or wall backing in an area where you may want to install a flat screen.
Above is another of the types of wall mounts that a technician can use to retrofit a flat screen TV in an RV.
Mounting to Cabinetry
When mounting anything to an interior cabinet of any style there are two things to
Page 14 2010 JUNE/JULY RV TECHNICIAN

consider. The first is, “Can the cabinet support it?” The second would be, “Can whatever is supporting the cabinet, support both the cabinet and the new mount?”
A large part of many interior cabinets is made up of luan plywood, roughly 1/8-inch thick and hardly enough to support anything other than itself. The plywood is generally stapled to a wood framing, made of pine which sometimes consists of pieces no more that 1X1 square inch. Occasionally the luan is also glued to these frame members.
Cabinet facia may seem much sturdier, but looks can be deceiving. Though it may look like oak, be sure it’s not just composition board with photographed covering.
Many times a cabinet must be removed, disassembled, reinforced and remounted to accommodate the weight of a television and the mount plate. Special structural consideration must be made if the TV will be mounted to a pivoting arm which might extend out from the cabinet causing leverage from weight to mount.
Even if the cabinet is rebuilt and heavily reinforced to accommodate the weight, what is the cabinet going to be mounted to? If it’s put back into fastener positions which are not backed or framed properly behind the wall face panel, it might be fastening into nothing more than luan and styrofoam, again, not a very good foundation for a cabinet, its content and the load of a 15lbs. or more TV.
Supplemental Framework
When there isn’t enough support in a particular area, whether it is the structural integrity of a cabinet, or the wall it mounts to, it may become necessary to add additional support or framing. This might be done by creating a frame which can be attached to the vehicle or cabinet structure, bridging between existing, cabinet or wall, frame members. It may be possible to use a metal plate to mount the bracket and bridge between frame members.
TV Bracket Suppliers
RV original equipment manufacturers
(OEM) count on specialty component manufacturers or suppliers to provide them with pieces that the OEM does not make.
Any technician, service or parts department can act in the same manner. Find a specialty supplier for your television brackets.
Most AfterMarket distributors offer a limited number and type of brackets. But even these distributors count on specialty suppliers for their products. The internet is a great place to start. Search for “flat screen
TV mount brackets” and you will find many sites offering all sorts of brackets. Many times an AfterMarket distributor supplies the name of the supplier they purchase from or will supply you with the name of their supplier.
Once you choose a supplier to research you can go to their site to see if they have what you want. Most will post drawings and/or photos of their products with mounting dimensions. Don’t settle for what an OEM or distributor offers if it doesn’t fit your application. One of their suppliers may make just the right bracket for your installation with little or no vehicle modification on your part.
Do It Right
As everyone knows, any job worth doing is worth doing correctly and even though sometimes it seems as though no one offers the material you need in short notice, the chances are that with a little detective work, you can find what you need to complete a sturdy, good looking installation.
RVDA Service Consultant Tony Yerman is a Master Certified Technician, an Ohio repair specialist, and the author of the
RV Damage Repair Estimator. If you have questions or comments, e-mail Tony at tyerman@rvda.org.
Page 15 2010 JUNE/JULY RV TECHNICIAN

AIR CONDITIONERS
Summer is here and a new season of air conditioning repair is ready to begin. The
Mobile Air Conditioning Society (MACS)
Worldwide reminds service professionals about the facts and fiction of air conditioning service.
Manufacturers are producing A/C systems that last longer and need less service.
Changes include improved hoses, better sealing materials, and stronger connections.
The goal is to provide the consumer with reliable air conditioning on demand.
You can separate mobile A/C service facts from fiction below:
•
United States federal law requires anyone who opens the refrigerant pressure circuit “for compensation” to be certified under Section 609 of the Clean Air Act. A shop can face serious fines for allowing uncertified employees to do this work.
Technicians must have their certification available for inspection during the work.
•
The same law prohibits venting any refrigerant to the atmosphere. All refrigerant needs recovering. After recycling, it’s reusable in a vehicle. If not recycled in the shop, the refrigerant has to go to a reclaiming facility.
•
Before beginning repairs, always use a refrigerant identifier to protect your shop, staff, and equipment. You cannot mix refrigerants, and not all are the same. Each refrigerant needs recovering with a specific machine into properly labeled tanks.
Some gases may also be flammable, presenting another hazard to technicians.
•
You do not need to clean refrigerant in the system in the name of
“maintenance.” Normal use of refrigerant recovery cleans the refrigerant by recycling equipment after recovering.
•
An operating system does not need additional oil or conditioners. In fact, additional oil may reduce cooling performance, and the use of incorrect lubricants may cause expensive damage. Always check the underhood label. Most systems require a specific lubricant. A
“universal” lubricant may not meet all of the manufacturer’s specific requirements.
•
HFC-134a system lubricants are generally PAG-based, and vehicle makers do not approve the use of other lubricants. However, polyol ester (POE), lubricants are required for some electric compressors used in hybrid vehicles, and using polyalkylene glycol (PAG) lubricants in those systems can result in mechanical problems and electrical hazards.
•
Identify refrigerant leaks and then replace the leaking parts with quality components. Adding refrigerant to a leaking system does not make economic sense for the customer and contributes to atmospheric pollution.
•
Read the label and pay attention to it. Adding too much refrigerant to a vehicle’s A/C system can reduce cooling performance. Many modern systems use smaller refrigerant charges than before, and the only way to assure maximum cooling performance is to maintain the correct charge. “Top-off” service is not the way to go.
Page 16 2010 JUNE/JULY RV TECHNICIAN

•
Vehicle manufacturers install and recommend the correct products for their vehicles, and some systems contain industry-approved trace dyes to aid in finding leaks.
Manufacturers do not install other chemicals, system conditioners, or products intended to stop leaks.
•
SAE International has developed many industry standards for products and chemicals. Always look for a label statement that the product you are purchasing meets SAE standards.
•
Adding a sealer to a leaking refrigerant system may not be the answer. Some AfterMarket chemicals have caused damage to components and service equipment.
Adding any other chemicals into a customer’s A/C system may become a costly mistake.
•
Vehicle manufacturers, parts suppliers, and service equipment makers have tightened their warranty policies regarding use of non-approved substances in their products. Chemical additives and other products may cost your shop and your customer a lot of money.
Some loss of refrigerant is unavoidable and reduces cabin cooling. A quality service shop will have the knowledge and equipment to find the leak quickly, and perform the correct repair.
While some consumers still want the lowcost option of constantly adding refrigerant, it’s up to the professionals to convince them that the bandage approach doesn’t cure the real problem. As a professional service facility, you must provide the customer with cost effective repairs that return the system to reliability and preserve the environment.
Today’s newer, smaller, tighter systems are just the beginning, and many more changes are coming in the next few years. You can learn more at www.macsw.org.
Page 17 2010 JUNE/JULY RV TECHNICIAN

SERVICE WRITER/ADVISOR
Before you discount this article as just another piece of drivel from someone who knows not of what he speaks, I’ve been there. I wrote service for about 13 years in the role of both service writer/advisor and manager. I lived the pressures and rewards of the job. Further, I spent the past 21 years looking at stores all over North
America. I looked at the performance of service writers/advisors in deep, critical and objectives ways. I trained writers/advisors.
I coached writers/advisors to wins in national manufacturer’s competitions. Add that up. It’s a surprise to me that it’s almost
35 years that I’ve been enjoying this… It’s most amazing that I still enjoy it. Think about your own attitude toward the job. Is it still fun? It can be. I know that to be true because I KNOW the job.
After 30-plus years of looking at the role or the writer/advisor, I can distill its essence into three words. Those words are 1.
Understand, 2. Communicate, and 3.
Process (“Process” being used primarily as a verb). If, as a service writer/advisor, you are not doing at least one of those three things while doing your job, you are wasting your time.
In this article I’ll cover the first of those and give a mention to the other two. They will be the subjects of two future articles you will find published here.
The Main Thing:
“The main purpose of a service writer/advisor is to understand the customer’s concern and to convey it accurately to the technician for correction.”
Understanding is the main thing. You have to understand the customer so you can show the technician what needs to be fixed.
If you cannot understand and duplicate the
condition to the technician, you haven’t done your job. To do that, you must ask enough appropriate questions so you and the customer are comfortable that you know what he or she is trying to say. It works the same way in reverse. When the technician tells you what was done to fix the concern, you must ask questions until you understand. Otherwise, the answer you give the customer will ring hollow.
As a new writer/advisor, you will likely not see that you are in control in the early stages of the job. Have you ever had a customer ramble on and on about the trip they just took? Here’s a tip. You can control the flow of information depending on the type or style of question you ask. Can you think of ways that you might frame questions that help to control the flow of conversation? Would you list three types?
Do you know them? The three questions
I’ve just asked are examples of the three types of questions I recommend.
The first: “Can you think of ways that you might frame questions that help to control the flow of conversation?” is an example of an open-ended question. You use that style of question when you want the customer to open up and give you details.
When you’ve had enough to get the general idea, you will ask the second style. “Would you list three types?” asks for a short answer. You could also ask the customer to pick a couple of choices. It might be something like, “Does that happen while the unit is on 12 volt or 110 volt power?” You get a clearer understanding. You get a shorter answer and you have effectively controlled the amount of information the customer is offering. The customer doesn’t feel controlled. This is just second nature for the better writers/advisors.
Page 18 2010 JUNE/JULY RV TECHNICIAN

The third style is the “Yes/No” question. It is best to always use this question when making sure you really understand. “Do you know them?” is an example of a “Yes/No” question. It would more likely be one like this: “As I understand, the panel doesn’t light up unless you are plugged into 110 volt power. Is that correct?”
It is important that you confirm your understanding using a yes/no question.
One reason is that you can confirm that you really understand. More importantly, if your customer answers “yes,” you have confirmed in their minds that you understand.
By communicating actively and effectively you can head off many potential difficulties.
It is the best way to create and maintain internal relationships and relationships with customers.
Now, let’s get back to my drop-dead basics that every service writer/advisor must do to be successful. As I said, the service writer/advisor must understand, communicate and process.
Service Writer/Advisor “Indisputable Basics”
1. The service writer/advisor must understand the customer’s concern in order to accurately convey it to the technician.
2. The service writer/advisor must address the three questions every customer has on every transaction. a. What are you going to do? b. What is this going to cost? c. When can I pick it up?
3. The service writer/advisor must maintain a state of administrative currency. That’s a fancy term for keeping up with the paperwork. A large part of the writer’s job is administration. The goal of administration is to push the paper through to the cashier to be collected. Keeping current is a matter of having good processes and following them consistently.
The act of processing, when consistently completed in an efficient manner, makes upwards of 80 percent of the work happen with 20 percent of the effort.
There are certainly times when demands come so fast you don’t see how all the demands can be met. The ironic thing is that, at that point, you need to slow down – not speed up. Slow down and make sure you aren’t missing steps. Get all the information the way you know you should.
If you don’t, it will surely come back to bite you later.
Here’s another way to think about those
“basics:”
1. Gain an understanding
2. Actively communicate needs and steps to solutions. Act as a liaison.
3. Keep it all moving forward until completion.
It doesn’t need to be as hard as most make it. It is not that hard to do it well. When you are doing it well you have a sense of selfsatisfaction that’s hard to describe. And you make yourself an extremely valuable part of the dealership business. At the end of the day our success will be measured, in no small way, by whether we choose to work the job or we let the job work us.
Chuck Marzahn is nationally recognized expert in the RV industry. His expertise ranges from customary and usual practices of running a dealership from the perspective of ownership or from that of general manager to fixed operations on the retail and wholesale level. For more information e-mail
Chuck at chuck@marzahnandking.com, visit www.marzahnandking.com, or call
(757) 227-6646.
Page 19 2010 JUNE/JULY RV TECHNICIAN

Published by RVIA, Available through The RV Learning Center
Textbook Title Price # books Total $
Introduction to RV Service Provides an introduction to the RV industry, the various types of RVS and their structural characteristics and systems, the basic tools utilized by RV technicians, and safety in the RV workplace. Summaries of industry codes and standards and RV technician job classifications are also included as well as basic information on using RV service manuals. Developing and demonstrating solid customer relations and record keeping skills are also addressed.
Basic Electricity Provides a thorough introduction to the basic principles of electricity by covering topics such as what electricity is, how it is produced, how it is used, and how it is measured; AC and
DC electricity and circuits; and generators and motors.
RV Electrical Systems Provides instruction on performing AC and DC voltage systems inspections and tests; servicing AC and DC power sources; servicing wiring/distribution systems; and maintaining, repairing and inspecting AC and DC devices.
RV LP Gas Systems Provides instruction on inspecting and maintaining LP gas containers and fittings; inspecting and maintaining regulators; inspecting and maintaining the piping system; performing LP gas system tests; purging and filling containers; transferring LP gas from container to container; and burning off LP gas in a container.
Generators Covers the installation, maintenance and repair of RV generators, the generator section and control system. This includes inspecting, maintaining and repairing generator components and verifying battery voltage, fuel source and pressures, engine operation, output voltage and frequency, and governor operation.
RV Ranges & Cooktops Provides instruction on the installation, repair and replacement of ranges and ovens. This includes verifying gas pressure; verifying grate clips installation; checking lines and fittings; repairing and replacing components; verifying range burners are not affected by operation of force air furnace or other appliances; and performing function test.
RV Water Heaters Covers the installation, repair and replacement of RV water heaters — Pilot, DSI
(direct spark ignition) and Electric. Topics addressed include inspecting ignition systems, verifying gas pressure; troubleshooting the sequence of operation, repair and replacement of various components; draining and flushing the water heater and inspecting fittings for calcium deposits; checking fittings on the tank; inspecting and replacing the water tank; and checking lines and valves for motor aide.
RV Plumbing Systems Provides instruction on performing fresh water systems tests; inspecting and repairing fresh water storage tanks, distribution systems, and fixtures and devices; performing waste water systems tests; and inspecting, repairing and replacing waste holding tanks and drainage piping systems.
RV Heating Systems Covers installation, repair and replacement of RV heating systems, including gravity, pilot and DSI (direct spark ignition furnaces). Topics examined include verifying LP-gas pressure and electrical voltage; inspecting and cleaning burner, pilot, exhaust tube and air intake; troubleshooting the sequence of operation; repairing and replacing various furnace components; inspecting and correcting ducting and return air.
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Page 20 2010 JUNE/JULY RV TECHNICIAN

Textbook Title Price # books Total $
RV Refrigerators Provides instruction on the installation, repair and replacement of absorption refrigerators (manual and automatic selection). This includes verifying proper venting, AC and DC power sources, LP gas pressure, and leveling; diagnosing and replacing electric and gas components; diagnosing and replacing the cooling unit; diagnosing, repairing and replacing the internal ice maker components; and performing function tests.
RV Air Conditioning Covers the installation, repair and replacement of air conditioning and heat pump units, including verifying air flow, assessing the integrity of the electrical system, and evaluating the integrity of refrigerant systems.
RV Pre-Delivery Inspection Introduces and explains the many important steps in inspecting the
RV before delivering to the customer, including checking LP gas systems, pre- testing all appliances and accessories, testing and inspecting the AC and DC electrical system; checking safety items, lighting, window roof molding seals, and wiper blades; checking and lubricating doors; visually inspecting fluid levels; and more.
RV Preventive Maintenance Examines what services to perform for preventative maintenance, including checking LP gas systems; servicing and adjusting appliances; testing G.F.C.Is; winterizing and dewinterizing coach; checking safety items; checking and lubricating doors; checking exterior lights; checking window roof molding seals; changing oil and filter on power plants; checking wiper blades; visually inspecting fluid levels; servicing batteries; inspecting belts and hoses; changing chassis oil and filter and lubricating chassis; changing transmission oil, filter and gasket; visually inspecting chassis; checking lug nuts and tire pressure; flushing and refilling cooling system; and performing a test drive.
Welding Describes the types of welding, including oxy-acetylene gas welding/cutting; arc welding; MIG welding; TIG welding and plasma cutting/welding; outlines safety procedures; and shop equipment.
Brake Suspension & Towing Systems Defines, identifies, and explains all major facets of brake suspension and towing systems.
NEW! RV Hydraulics Defines and explains RV hydraulic systems.
Save $200 – Complete Book Set
TOTAL COST OF TEXTBOOKS IF PURCHASED INDIVIDUALLY
NOW AVAILABLE ON CD-ROM Save $200 - CD-ROM version
(NOTE: The Basic Electricity and Welding manuals are NOT on the CD-ROM, but will be included in your order.)
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Price includes shipping and handling. Bulk rate available upon request for six or more individual text books and sets.
Total Amount Enclosed: $
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Page 21 2010 JUNE/JULY RV TECHNICIAN

CERTIFICATION
Becoming a certified or master certified RV technician is an honor that comes with responsibility.
Something I like about having certified technicians working in my shop is that we are able to hang our certified technician sign for all customers to see.
Occasionally, a customer will ask me what the sign means, and I will explain that every certified technician has passed a test relating to RV service activities, to earn certified technician status. I know this gives my customers comfort that the repairs will be done professionally and to their satisfaction. This is particularly true of those customers who do not live in our local area and who found us on the internet, out of a campground guide, or have been referred to us by a manufacturer or supplier. Customers today will drive many miles to find proven service providers.
I always try to explain what certification means when I get half an opportunity. My hope is that this will build value into my services and help us increase revenues.
If all dealerships employing certified technicians display the sign, wear the patches, and hang the certificates, being a certified technician will be as valuable to an individual and their dealership as the ASE certification is to auto dealers and repair shops. It is not uncommon to see an auto repair shop displaying this symbol on their building or sign. Apparently, they feel it is valuable, because they do it. It will take an effort on the part of all RV technicians and
RV service departments for this to happen in the RV industry.
One aspect of being a certified technician I really like is the requirement for continuing education. I always explain this to customers when talking about certification. Those technicians, who take this seriously, understand the responsibility to themselves and their dealership to keep growing as RV technicians. Continuing education in many instances helps the technician to stay current on all the new features and amenities of RVs. Customers like the comfort of knowing their technician is trying to stay abreast of the latest developments.
This continuing education also helps technicians learn where to get specific information to repair an RV. We all know half of knowledge is knowing where to find needed information.
Another reason for technician certification is that it carries credibility when dealing with manufacturers or suppliers concerning warranty issues and how long it takes to do certain jobs. Some manufacturers ask about certified technicians when considering their hourly rate for the dealership. I have also used this when negotiating with insurance companies concerning body repair issues. I look forward to the day when all insurance adjusters understand what we go through to become certified and remain certified. Service contract administrators sometimes seem to be better trained and understand that certified technicians, as a general rule, are more proficient and take this into consideration when authorizing repairs.
Page 22 2010 JUNE/JULY RV TECHNICIAN

I am sure there are other reasons for technicians to become certified. These are a few of the reasons I have heard when talking about certification with my dealer friends. If you have any other ideas about why it is a good thing to be certified, please contact me at rvrepairs@aol.com. I look forward to hearing from you.
Gary Motley is a master certified RV technician and an RV Technician magazine advisory group member. For more information on this article, contact
Gary at rvrepairs@aol.com.
Page 23 2010 JUNE/JULY RV TECHNICIAN

Available Anywhere &
Anytime
(with high speed internet connection)
Interactive-Multimedia, Online Format
• Combines text, audio, graphics, and video, with mentor-led technician community forum – all content delivered online (no books or handouts)
• Available 24 hours a day, seven days a week for 12 months (with computer and high speed internet connection)
Corresponds to RV Certification Test Sections
• Propane; Electrical; Plumbing; Brakes, Suspension & Towing; Appliances;
Generators; Hydraulics; Exterior; Interior; Expandable Rooms; Miscellaneous
(Welding Safety, Customer Care)
• Fulfills 40 hour RVDA-RVIA RV Service Technician recertification requirement
Personal Progress Tracking
• Automatically tracks individual’s progress
• Quizzes after each chapter and section with immediate feedback
• A final assessment that is similar to the RV technician certification test
Registration Information
Company :
Address :
City/State/Zip :
Phone : Fax :
Yes! Sign up the following from our dealership:
Name :
E-mail :
Name :
E-mail :
Name :
E-mail :
Name :
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SAVE!
up to 40% discount when registering multiple technicians at one time
Tuition
# Technicians Price Per Person
1-3
4-9
10+
$249.00
$199.75
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Developed by RVIA
Available through the RV Learning
Center
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E-mail : .
Send progress reports to the following supervisor:
Name
E-mail
Method of Payment
All registrations must be pre-paid in U.S. funds.
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Important:
• The RV Technician Certification
Preparation course offers RV service technicians the means to prepare for the technician certification test through an online, self-study format. Information about the RVDA-RVIA RV Service Technician
Certification Program is available at: www.rvtechnician.com
. The certification testing fee is not included in the course fee.
• Registration gives the technician 365 days to complete the course by achieving 80% or higher score on the final assessment.
The technician should plan for certification testing within the enrollment period as course extensions are not available.
Billing Address
: .
Return completed form to : RVDA I 3930 University Drive I Fairfax, VA 22030 I Ph. (703) 591-7130 I Fax (703) 359-0152 www.rvlearningcenter.com I info@rvda.org
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Page 24 2010 JUNE/JULY RV TECHNICIAN

TIRES
Tires are not always top of mind for customers when they are traveling in their
RVs. Major accidents involving an RV tire blowout in the past have made headlines and TV news in a major U.S. city, and are reminders about the importance of RV tire safety. Technicians need to do a lot to enhance their customers’ safety — including performing maintenance on RV tires and teaching their customers how to perform simple maintenance on their own.
Proper Tire Inflation
Maintaining properly inflated tires is important for many reasons. Under-inflated tires cause irregular tread wear, decreased fuel efficiency, poor handling, and higher chances of sudden tire failure. Over-inflated tires cause reduced traction, reduced braking capacity, uneven tread wear, and greater susceptibility to impact damage.
Check an RV’s tire pressure during service visits and discuss proper tire inflation with your customers. Explain how to determine the proper air pressure for each tire and show customers how to check the air pressure. Remind them it is a good idea to check their RV’s tire pressure at least once a month, and always before a trip. This lesson will help your customers have a safer ride and will build trust and loyalty for the dealership.
Note: The proper way to check tire pressure is by wheel position when loaded for travel.
Refer to a load and inflation pressure chart to determine the proper tire pressure.
Remember, always check the tire pressure when the tires are cold. Make sure that whatever you do to one tire on an axle, you do it to the other tire on that axle, too.
Inspecting Tires
Technicians need to inspect the unit’s tires at each service visit. Inspect both the inside and outside sidewalls, the tread, valves, caps, and valve extensions. Note and inform the customer of any bulges, nails, cuts, or aging cracks. While it is a customer friendly gesture to inspect tires at service visits, customers should check their tires after long trips or when driving on rough or rocky roads. Teach your customers how to check their tires on their own.
Overloading an RV
Overloading causes issues with more than just the tires. Brakes, wheels, and springs suffer damage from overloading. In addition, overweight RVs are hard to handle and less fuel-efficient.
Show your customers how to determine the maximum cargo capacity weight of their RV, and show them how to balance out their cargo loads to avoid overloading an axle or tire. Explain the dangers of overloading, and inform them of locations where it is possible to weigh their unit.
Your customers’ safety depends on proper tire maintenance, which includes performing these simple tasks and teaching your customers to do them regularly on their own.
For more information on tire safety, visit www.michelintruck.com/michelintruck/rv
/rv.jsp or www.rvsafety.org. These websites offer information on available training programs by the Recreation
Vehicle Safety Education Foundation, RV load and inflation tables, and an informational video on RV tires. Both these sites include valuable references for dealership staff and your customers.
Page 25 2010 JUNE/JULY RV TECHNICIAN

SAFETY
compiled from the Occupation Safety and Health Administration (OSHA)
As the summer months heat up, dealers and their employees need to be aware of the hazards of working in extreme heat. Here are some questions and answers to help everyone at the dealership stay safe while working this summer.
Is there a temperature at which work becomes dangerous and should be stopped?
Yes, working in very hot temperatures could be dangerous to your health.
Excessive exposure to heat is referred to as heat stress. In a very hot environment, the most serious concern is heat stroke. In absence of immediate medical attention, heat stroke can be fatal and heat stroke fatalities occur every summer. Heat exhaustion and fainting are less serious types of illnesses which are not fatal but interfere with a person's ability to work.
What are the warning signs of heat stroke?
The victims of heat stroke are unable to notice the symptoms, and therefore, their survival depends on their co-workers' ability to identify symptoms and to seek medical help.
While symptoms can vary from person to person, the warning signs of heat stroke can include complaints of sudden and severe fatigue, nausea, dizziness, lightheadedness, and profuse and prolonged sweating. If a co-worker appears to be disorientated or confused (including euphoria), or has unaccountable irritability, malaise, or flu-like symptoms, the worker should be moved to a cool location and seek medical advice.
What are the exposure limits for working in hot environments?
Two types of exposure limits are often used: occupational exposure limits and thermal comfort limits. Occupational exposure limits are to protect industrial workers from heatrelated illness. Thermal comfort limits are for office workers to ensure productivity and quality of work. Acceptable clothing for the summer is light slacks and short sleeve shirts and an acceptable temperature is between 73-79 degrees Fahrenheit.
For more information on the dangers of working in the heat and safety precautions, visit the Occupational
Safety and Health Administration website at www.osha.gov.
Page 26 2010 JUNE/JULY RV TECHNICIAN

RV DEALERS CONVENTION PREVIEW
Who to hire in the service department is just as important as who to hire in the sales department. The service management track will provide a variety of workshops that will give you and your employees the knowledge they need to successfully run the service department and to better serve the customers and to keep them coming back for their RV service needs.
Here is a preview of the schedule:
Wednesday, October 6
How Service Can Prevent and Defend
Lawsuits
Jeff Nowicki, Dolenga &
Dolenga, PLLC
Litigation is almost inevitable for any dealership. Even the successful defense of claims can cause a drain on a dealerships' resources. The key to defending litigation begins by educating customers and proper documentation.
During this workshop, attendees will learn:
•
How to train and educate your service employees on legal claims;
•
How creating proper documentation successfully defends litigation; and
•
How to deal with difficult customers defending their allegations.
Service Ops Training - The Right Way!
Jim Carr, Florida RV
Trade Association
Using the internet, technicians and service writer/advisors can be trained for initial certification or earn credit for re-certification. An on-site mentor will be trained to utilize and manage available webbased resources to maximize your training initiatives with continuous on-going support from a career occupational/technical education professional.
During this workshop, attendees will learn:
•
The value of delivering skill training in the place of employment to all service personnel;
•
How to use and manage existing proven web-based training programs to the best advantage to maximize your service department efficiency; and
•
How to professionalize and grow your operations personnel through credentialing.
Hiring Top Performers in Fixed
Operations (Tricks of the Trade)
Betty Mills, Marzahn &
King Consulting, Inc.
Obviously, putting the right people in the right jobs is at the heart of every dealership’s success. The trick is finding the right people. Betty will share the latest EEOC regulations and how they affect the hiring practices of dealers. She will also present tricks she uses to quickly disqualify unsuitable candidates in a legal manner, and will role play effective interview techniques and suggest methods for composing questions that will reveal a candidate's ability to perform the job.
During this workshop, attendees will learn:
•
Best practices of professional human resource managers, both
Page 27 2010 JUNE/JULY RV TECHNICIAN

within the RV industry and in other, competing industries;
•
Tricks of the trade specific to franchise dealership hiring; and
•
Benchmarks of the best – DiSC profiles of the best service writer/advisors, technicians, salespeople, and finance managers.
Super Session: Presenting a Service
Menu Schedule
Dave Foco, A World of
Training
This workshop will focus on the concept of a service maintenance menu inspection process, how to develop one, and the importance to the dealership from a revenue and profitability point of view.
During this workshop, attendees will learn:
•
How a service department and the dealership benefits from a proper presentation;
•
How to develop and present the service maintenance menu inspection; and
•
The customer's perceived value and setting the stage.
Thursday, October 7
A Complaint is a Gift: Learning to Listen,
Learn From, and Love Customer
Feedback
Janelle Barlow, TMI US
NOTE: This is an exclusive, unrecorded engagement.This is your only opportunity to glean Ms. Barlow’s expertise.
People say they value customer feedback, but the bottom line is that customer complaints are not what most people consider to be the highlight of their day. Yet, without this feedback we don't know what kinds of needs or problems customers have with our products and services. Without feedback, we can't manage negative customer reactions. Instead, customer complaints are very likely to end up plastered all over the web or talked about in private conversations.
During this workshop, attendees will learn:
•
Why negative feedback is quite rare and how you can get more information from your customers;
•
How to respond to complaints in a way that addresses your customers’ concerns, while keeping you sane and calm; and
•
How to build a complaint-friendly organization to maintain a robust relationship with customers even when they face problems.
Fixed Operations Benchmarks
Gary Motley, Motley RV Repair & Lee
Berryman, RV Profit Group
Benchmarks are important tools for effective and profitable management. This seminar will provide important benchmarks in the fixed operations area of dealerships.
During this workshop, attendees will learn:
•
Measurements needed to effectively manage fixed operations;
•
Actual fixed operations benchmarks; and
•
Ideas and changes to help achieve these benchmarks.
Page 28 2010 JUNE/JULY RV TECHNICIAN

The Synergy of a Service Tour & Setting the Stage
Dave Foco, A World of
Training
The focus in this workshop is perfecting the “Service
Tour” process prior to the sale and the benefits/impact it has on the dealership in regards to volume. This process is developed, managed, and implemented in the sales step process, but weighs heavily on the interaction with the parts department personnel as well as service department personnel.
During this workshop, attendees will learn:
•
The synergy between the sales and service department personnel during this process;
•
When does this happen and how the two departments involve themselves; and
•
The impact it has on the customer, and the possible results.
Workshops in red denote new speakers.
For information on registering for convention, see pages 38-39 or visit www.rvlearningcenter.com.
Page 29 2010 JUNE/JULY RV TECHNICIAN

NEW PRODUCTS
Fresh cabin air and rain protection are now easy to achieve at the same time with one quality fan. MaxxAir
Corporation's MaxxFan Deluxe offers a high-performance fan with a unique, patented and built-in rain cover to safeguard an RV's interior.
The best part is that the rain-shield tucks away and disappears automatically every time the vent lid is closed, leaving a low-profile, sleek appearance.
A complete system, the MaxxFan Deluxe fits standard 14-by-14-inch RV roof openings. Similar to most standard roof vents, it opens using a manual knob located on the ceiling, or it can be opened with an optional remote control.
Its powerful, 10-speed, 12-inch fan can be run with the vent closed, operating in ceiling fan mode. This deluxe model supplies more than 900 cubic feet of air per minute, which helps to keep everyone aboard cool and comfortable. The flush-mounted, easy-to-clean keypad controls fan speed, thermostat, air intake, and exhaust functions.
The MaxxFan Deluxe is offered in four versions. The white model 5100K and smoke-colored model 6200K have a manual-open lid, while the white model 7000K and smoke model 7500K have electric-open lids using the handheld remote control.
Dometic recently developed a lightweight portable freezer with refrigeration capability that allows campers and
RVers to easily bring cold and frozen items on excursions using 12- or 24-volt DC or 110-volt AC power.
The new portable freezer uses Danfoss quiet compressor technology, generating up to 20 percent energy savings through the Turbo Quick chill system, which runs the compressor until the desired temperature is reached and then enters economy maintenance mode.
A higher setting on the freezer’s digital push-button thermostat, which cools to any point between 0 and 50 degrees Fahrenheit, will provide simple refrigeration, thus acting as two appliances in one. Its highperformance efficiency means the contents will stay at the right temperature even in extreme outdoor heat.
The freezer comes in eight sizes ranging from 0.4 to 3.77 cubic feet, and can hold six to 144 12-oz. beverage cans. All models feature an attractive, high-impact polyethylene exterior, which is durable and weatherresistant, a three-stage battery monitor system with low-voltage shut-off protection, an interior wire basket, and light, sturdy carrying handles, a push-button operating panel with LED controls, and Dometic’s special two-year
Protection Plus warranty.
For more information, visit www.Dometic.com/Coolers and view the CF and CoolFreeze products listed.
Page 30 2010 JUNE/JULY RV TECHNICIAN

RECALLS
EQUIPMENT: RECREATIONAL
VEHICLE: LPG WATER HEATER
Make: Forest River
Model: Salem, Wildwood
Year: 2011
Recall Number: 10V281000
Potential Number of Affected Units:
1,488
Summary: Forest River is recalling certain model year 2011 Salem and
Wildwood travel trailers and fifth wheels manufactured from October 2009 through June 2010. The temperature control mechanism of the water heater may have been damaged during installation in the unit. As a result, the burner may flame up out of control when lit.
Consequence: The excess flame outside of the burner chamber can result in a fire in the RV.
Remedy: Dealers will repair or replace the water heater free of charge. The recall began in June. Owners may contact Forest River at (574) 534-6913.
ENGINE AND ENGINE COOLING:
EXHAUST SYSTEM
Make: Four Winds
Model: Freedom Elite
Year: 2009, 2010, 2011
Recall Number: 10V268000
Potential Number of Affected Units:
415
Summary: Four Winds is recalling certain 2009-2011 model year Freedom
Elite motorhomes manufactured from
February 2009 through May 2010.
These motorhomes do not have the required heat shield over the exhaust as specified by the chassis manufacturer.
Without the heat shield in place, heat is not properly dissipated around the exhaust of the vehicle.
Consequence: This potentially could result in a fire.
Remedy: Dealers will install a heat shield between the exhaust and the residential part of the motorhome to dissipate any heat accumulation. This service will be performed free of charge.
The recall began in June. Owners may contact Four Winds at (800) 860-5658.
SEATS
Make: Itasca, Winnebago
Model: Navion, Navion IQ, View, View
Profile
Year: 2010
Recall Number: 10V248000
Potential Number of Affected Units:
252
Summary: Winnebago is recalling certain 2010 View, View Profile, Itasca
Navion and Navion IQ motorhomes manufactured between April 2009 through January 2010. These vehicles may have a bolt missing in the driver and/or the passenger seats.
Consequence: If a bolt is missing, the seat and/or seat belt may not function as designed in the event of a crash, increasing the risk of injury or death.
Remedy: Dealers will check for the existence and torque of the seat bolts and install and/or replace as necessary free of charge. The recall began in early
July. Owners may contact Winnebago at
(641) 585-6939.
Page 31 2010 JUNE/JULY RV TECHNICIAN

th
The expanded Service Management Guide offers over 100 pages of average work unit times for the most basic service functions performed by competent RV technicians.
¾ The 10 th
Edition of the Service Management Guide offers extensive updates and additions provided by dealers, service managers, and technicians.
¾ It also offers all new Service Check Sheets that provide a valuable reference for service managers and technicians.
¾ It is a great tool for the service department when working with extended service contracts.
¾ The Service Management Guide is also available in CD-ROM.
The Service Management Guide is designed to provide reasonable guidance relative to the time required for competent technicians to complete assigned tasks. It is an important part of the service management system, but it is not intended to be the sole determinant of prices or rates charged in that sale of service.
Manual or CD-ROM: RVDA Members $164.95 Non-Members: $330.00
Manual and CD-ROM: RVDA Members $275.00 Non-Members: $550.00
Order Online at http://www.rvlearningcenter.com
Name:____________________________________________________________________________________________
Company Name:___________________________________________________________________________________
Address:_________________________________________________________________________________________
City:__________________________________________State:________Zip Code:______________________________
Phone:___________________________________Fax:______________________E-mail:________________________
___RVDA Member ___Non-RVDA Member Manual - # of Copies:___ CD-ROM - # of Copies:____
Method of payment (Please check one)
___Check enclosed (Made Payable to The RVDA Education Foundation)
___Send an invoice (members only) Credit Card: __Visa __Master Card __American Express
Card Number:____________________________________________Expiration Date:___________________________
Name on Card:_____________________________________Signature:______________________________________
Billing Address:_________________________________________________________Billing Zip:_________________
RVDA, 3930 University Dr, Fairfax, VA 22030 (703) 591-7130, Fax (703) 359-0152, Email: info@rvda.org
Page 32 2010 JUNE/JULY RV TECHNICIAN

NEW & NOTES
The RVDA Education Foundation’s RV Learning Center will award $500 scholarships to the 2010
RV Dealers International Convention/Expo in Las Vegas, NV, Oct 4-8, 2010. These scholarships are made available through the generous support of Greeneway, Inc., an RV dealership in
Wisconsin Rapids, WI. Greeneway, which provided 10 scholarships to the 2009 RVDA
Convention, is encouraging other RV companies to also contribute to the 2010 RV Learning
Center Convention Scholarship Fund with an initial contribution of $5,000.
“The past two years have been a tough time for many RV dealers, and our goal is to provide some financial support to dealership personnel who want to attend the RVDA convention, but may need some additional financial support to do so,” said Mick and Lora Ferkey of Greeneway, Inc. “We truly believe that the educational opportunities at the convention can make a difference in a dealership’s ability to recover and grow as the market improves.” Ferkey serves on RVDA’s Board of Directors as Treasurer and as the association’s Marketing Task Force Committee Chairman.
“This generous contribution is a great kickoff to the 2010 RV Learning Center Convention
Scholarship Fund,” said RVDA Education Foundation Chairman of the Board Rick Horsey of
Parkview RV Center in Smyrna, DE. “Thanks to Mick, his wife Lora, and all the folks at
Greeneway, more dealers will be able to take advantage of the outstanding educational opportunities available at the 2010 convention. The number of scholarships we are able to offer will depend on additional financial support from the industry.”
Any RVDA member dealer or dealership employee who is not currently registered for the 2010 RV
Dealers International Convention/Expo is eligible to apply for a scholarship. This means a new registration from a dealership not already registered for the convention, or an additional employee registration from a dealership already registered. Dealerships can use the $500 scholarship to defray travel costs, hotel rooms, or the convention registration fee.
Once awarded, scholarships will be paid to the dealership upon receipt of a paid, new convention registration. Convention registration fees are non-refundable. Scholarship recipients will be selected at random from the qualified applications received. Deadline to return application forms is August 27. Recipients will be notified by August 31, 2010.
Visit www.rvlearningcenter.com or send an e-mail to info@rvda.org for more information or to contribute. The RVDA Education Foundation is a tax-exempt organization as described in section
501(c)(3) of the Internal Revenue Code. Contributions may be tax deductible as charitable donations.
Page 33 2010 JUNE/JULY RV TECHNICIAN

This scholarship program is made available through the generous support of
Greeneway, Inc., Wisconsin Rapids, WI
Who is Eligible?
•
Any RVDA member dealer or dealership employee who is not currently registered for the 2010 RV Dealers International Convention/Expo. This means a new registration from a dealership not already registered for the convention, or an additional employee registration from a dealership already registered.
How Can I Use The Scholarship?
•
Dealerships can use the $500 scholarship to defray travel costs, hotel rooms, or the convention registration fee.
How Do I Get The Scholarship?
•
Once awarded, scholarships will be paid to the dealership upon receipt of a paid, new convention registration. Convention registration fees are non-refundable.
How Will the Scholarships be Selected?
•
Scholarship recipients will be selected at random from the qualified applications received. The number of scholarships awarded will depend on contributions to the 2010 fund.
Scholarship Recipients will be notified by August 31 st
, 2010.
YES! I’d like to apply for the RV Dealers Convention/Expo scholarship program!
APPLICATION DEADLINE – FRIDAY, AUGUST 27 th
, 2010 -- APPLY NOW!
Name: _______________________________________________________________
Job Title: _____________________________________________________________
Company Name:_______________________________________________________
Company Address:_____________________________________________________
City:_________________________________ State:_______ Zip:________________
Phone:_______________________________ Fax:_____________________________
E-mail ________________________________________________________________
Return to: RV Learning Center - 3930 University Drive - Fairfax, VA 22030
Fax (703) 359-0152 www.rvlearningce
nter.com – info@rvda.org
Page 34 2010 JUNE/JULY RV TECHNICIAN

NEW & NOTES
The Ron & Lisa Fenech Foundation increased its donation to the RVDA Education Foundation’s
RV Learning Center by $25,000, making their total donation $50,000. Ron Fenech is RV Group
President, Thor Industries, and responsible for all its RV businesses.
“The RV Learning Center is a valuable resource for RV industry education and certification,” said
Ron Fenech. “Lisa and I are proud to contribute to an organization dedicated to providing continuing education resources for RV dealership employees, who are on the front lines of customer service for our mutual customers.”
“The Ron & Lisa Fenech Foundation’s support for the work of the RV Learning Center is gratifying, especially as the RV industry recovers from the recession,” said RVDA Education Foundation
Chairman Rick Horsey of Parkview RV Center in Smyrna, DE. “This contribution will help ensure that the RV Learning Center programs continue to be available for current and future dealership employees.”
The RV Learning Center is dedicated to providing dealers and their employees with innovative ways to operate RV dealerships through an array of education resources including publications, distance learning, live workshops, online products, training, and certification programs for RV dealership personnel. Participation in RV industry certification programs was a key recommendation of the Go RVing Coalition’s Committee on Excellence Task Force reports, which studied consumer satisfaction.
The RV Learning Center’s is in the midst of a 2010 Fundraising Challenge campaign to support industry education programs. For more information on the Foundation’s RV Learning Center and to contribute, visit www.rvlearningcenter.com, send an e-mail to info@rvda.org, or send a fax to
(703) 359-0152. The RVDA Education Foundation is a tax exempt organization as described in section 501(c)(3) of the Internal Revenue Code. Contributions may be tax deductible as charitable donations.
Page 35 2010 JUNE/JULY RV TECHNICIAN

The RVDA Education Foundation proudly recognizes the following
Additional/New Contributions received
07/01/09-07/01/11
Ace Fogdall, Inc. ($1,300 in memory of Dave Altman,
Gaylord Maxwell, Wade Thompson, and Barbara Herleman)
Affinity RV Service Sales & Rentals
Alpin Haus
Altmans Winnebago
Bill Plemmons RV World
Blue Ox
Byerly RV Center
Camperland of Oklahoma, LLC
Candys Campers
Circle K RV’s, Inc.
Coach-Net
Diversified Insurance Management, Inc.
Folsom Lake RV Center
Greeneway, Inc. (Route 66 Dealer)
Hayes RV Center
Hilltop Trailer Sales, Inc.
Horsey Family Memorial Fund
J. D. Sanders, Inc.
Jayco, Inc.
Lloyd's I-10 RV Center, Inc.
Manteca Trailer & Camper
Maxxair Vent Corporation
MBA Insurance, Inc.
McClain's RV Superstore
Mike Molino
Momot Trailer Sales
Motley RV Repair
Myers RV Center, Inc.
Northern Wholesale Supply, Inc.
Open Range RV Company
Paul Evert's RV Country, Inc.
PleasureLand RV Center, Inc.
Protective
RCD Sales Company, Ltd.
Redex
Reines RV Center, Inc.
Rich & Sons Camper Sales
Ron & Lisa Fenech Foundation
RV World Recreation Vehicle Center
RVDA of Canada
RV's Northwest, Inc.
Sonny's RV Sales, Inc.
Tacoma RV Center
Tiffin Motor Homes, Inc.
U-Neek RV Center
Wilkins R.V., Inc.
Endowments
The Kindlund Family Scholarship Endowment
Received
07/01/09-07/06/10
$2,200
$1,000
$1,000
$3,000
$2,000
$2,000
$25,000
$250
Cdn $25,000
$50
$1,000
$500
$2,500
$200
$1,500
---
$50
$500
$250
$1,000
$5,000
$100
$250
$500
$550
$250
$250
$1,875
$5,000
$14,576
$500
$5,000
$2,500
$1,870
$10,000
$250
$50
$250
$10,417
$2,200
$2,500
$10,000
$1,250
$41
$3,500
$250
$2,500
Total
Received
$ 33,600
$5,000
$12,500
$45,500
$5,000
$12,750
$10,000
$3,100
$1,050
$5,250
$199,917
$10,000
$7,000
$10,000
$5,000
$1,540
$56,000
$2,250
$17,500
$15,050
$4,000
$2,250
$12,000
$30,000
$10,686
$750
$6,840
$800
$750
$500
$23,125
$75,000
$68,784
$1,250
$3,000
$17,525
$2,000
$50,000
$1,600
Cdn $150,000
$9,050
$2,000
$500
$16,000
$200
$9,400
$270,000
Last Contribution
Received
05/10/10
09/23/09
11/05/09
07/27/09
06/21/10
06/25/10
12/02/09
06/23/10
07/06/10
07/01/09
10/26/09
06/23/10
07/07/09
03/31/10
03/04/10
09/04/09
12/08/09
06/16/10
03/11/10
06/18/10
04/22/10
09/11/09
07/01/09
08/18/09
06/16/10
11/24/09
05/19/10
12/23/09
07/01/10
06/16/10
06/23/10
06/25/10
07/21/09
02/19/10
12/29/09
12/29/09
11/05/09
06/16/10
06/08/10
10/13/09
07/06/09
12/17/09
07/06/10
03/04/10
03/17/10
07/30/09
---
Page 36 2010 JUNE/JULY RV TECHNICIAN

TRAINING SCHEDULE
2010 RV Dealers International Convention/Expo
October 4-8, 2010 Las Vegas, NV
Towing Seminar Series
September 16, 2010 Canada
September 30, 2010 St. MO
October 14, 2010 Elk Grove Village, IL
Presented by Cequent Performance Products
Recreational Vehicle Technician Certification Training
September 14 – November 19, 2010 Largo,
January 3 – March 11, 2011 FL
Provided by the Recreational Vehicle Training Center, Inc.
RV Refrigeration Reconditioning Training
October 11 – October 15, 2010 Benton, KY
November 8 – November 12, 2010
December 13 – December 17, 2010
Presented by Ford RV Refrigeration
Benton, KY
Benton, KY
Ongoing Online Training
RV Technician Certification Preparation Course
For the latest information on available training, visit www.rvtrainingcalendar.com
ADVERTISERS INDEX
Maxxair Vent Corporation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
RV Learning Center (703) 591-1730. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Protective (888) 258-1901. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Back Cover
Page 37 2010 JUNE/JULY RV TECHNICIAN

OCTOBER 4-8, 2010
THE RIO ALL-SUITE HOTEL & CASINO
LAS VEGAS, NV rv sales are revving up… and it’s time to make plans to GO and GROW at the
RV Dealers International Convention/Expo. This year’s convention will be jammed with vital information that will prepare you and your dealership team to take advantage of new opportunities in today’s RV market. You’ll leave Las Vegas with
INNOVATIVE IDEAS that can help you produce
REVOLUTIONARY RESULTS .
At the 2010 RV Dealers International
Convention/Expo you’ll find:
• Advice on wholesale and retail financing options
• New inventory management strategies
• Ways to reach new customers through innovative marketing communications
• A full range of exhibitors committed to help you build profits
• A series of dealer-manufacturer meetings for specific RV brands
Brought to you by:
RVDA Dealer
Members Only
DISCOUNT COUPON – SAVE UP TO 49%
YOU PAY:
$ 587
$ 513
$412 off the registration fee of
$999 for the first registrant and
$486 off the registration fee of
$999 for additional registrants.
LV-806
Expires 8/06/10
Register now at www.rvda.org. Watch your e-mail for more details! Visit us on Facebook and Linkedin.

October 4-8, 2010
The Rio All-Suite Hotel & Casino, Las Vegas, NV
Company Name: ____________________________________________________
Address: ___________________________________________________________
City: _____________________________ State/Prov: _____ Zip/PC: __________
Phone: ( ) ____________________ Fax: ( ) _____________________
E-mail: _____________________________________________________________
Brought to you by:
Full Name and Title of Attendee: Badge First Name: E-mail Address: You Pay:
$ 587 first registrant
$ 513 additional registrants
❏
Please check here if you require special accessibility or accommodations.
COUPON CODE #
LV-806
RATE CHART (All funds in U.S. dollars)
RVDA Member Dealers
Non-Member Dealers
$ 587 $ 999
$ 1,199
The 2010 RV Dealers International Convention/Expo has a per-person value of: $1,865
TOTAL DUE: $
METHOD OF PAYMENT
(Note: all funds in U.S. dollars)
❏
Check Enclosed (payable to RVDA)
❏
VISA
❏
MasterCard
❏
AMEX Expires: ______________
Card #: __________________________________________________
Security Code (3 or 4 digit code on card): ____________________
Billing Address: __________________________________________
_________________________________________________________
Signature: ________________________________________________
MAIL OR FAX A COPY OF THIS FORM TO:
RVDA of America, 3930 University Drive, Fairfax, VA 22030-2515 • (703) 591-7130 • Fax: (703) 359-0152 • www.rvda.org
RVDA of Canada, 204-6411 Buswell St, Richmond, BC V6Y 2G5 • (604) 718-6325 • Fax: (604) 204-0154 • www.rvda.ca
CANCELLATION / REFUND POLICY:
All cancellations must be in writing and received by August 31, 2010, to qualify for a refund. A $30 administrative fee will be deducted from each refund request received by July 31, 2010. A $100 administrative fee will be deducted from each refund request received between August 1, 2010 and August 31, 2010. No refunds will be made after August 31, 2010.

*
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Call us today to find out how we can increase your dealer profits and customer satisfaction.
866.924.7035
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*An RVDA endorsed product or service is one that has been extensively evaluated by the RVDA to assure quality, dependability and overall value. RVDA and the RVDA Education Foundation receive compensation from a Protective company for business generated by RV dealers.