GM STC Service Technician Training

Training Goals

GM STC helps service technicians achieve the highest level of customer satisfaction in dealer service by structuring their training around a standard performance-based curriculum.

The curriculum provides a blended approach to training, dividing training between in-dealership and off-site locations. With the right mix of training methods, a growing number of technicians are able to demonstrate they are ready to “Fix it Right the First Time!”

Improved service quality leads to improved customer satisfaction and loyalty to the dealership and the product; improved customer satisfaction also helps the dealer achieve long-term profitability.

Performance-Based Curriculum

The GM STC performance-based curriculum offers training courses across Chevrolet, Buick, GMC, and Cadillac brands. To receive credit for a course, service technicians must demonstrate competency in all applicable course components, which may include web-based, VOD, VCT, and GM Service Know-How Emerging Issues seminars.
If a service technician does not demonstrate sufficient competency, they will be required to review or retake the course component until competency is obtained.

• For web-based components, content-specific review is built into the training, with service technicians required to review until they obtain a score of 100% on test items.
• For Virtual Classroom Training (VCT) components and GM Service Know-How Emerging Issues seminars, service technicians are required to retake the entire component until they obtain a score of 80% or better.
• For Virtual Instructor-Led Training (V-ILT), and Performance Instructor-Led Training (P-ILT) course components, only the component that was not successfully completed needs to be retaken. If a technician passes the V-ILT but fails to demonstrate sufficient competency in the P-ILT, they only need to retake the P-ILT.
• For GM Service Know-How Video On Demand and videos, service technicians are required to view the video and take the test via www.centerlearning.com until they obtain a score of 80% or better.

The goal of the performance-based curriculum is to provide a path for service technicians to meet the requirements for GM’s Dealer Divisional Service Training Standards (STS) (for example, become Division Certified) and GM Master Technician Certification (MTC). Technician training is divided into two curricula: GM STC Foundational Curriculum and GM STC Professional Curriculum. Each of these curricula are divided into certification areas. The GM STC Foundational Curriculum does not count toward STS, but completing it is required before a technician can start the GM STC Professional Curriculum.

The GM STC Foundational Curriculum has one learning path that is divided into nine service areas:

The GM STC Professional Curriculum has 16 learning paths:

* Training and certification is offered through GM-approved suppliers and not through GM STC.

The certification areas in the Professional Curriculum are made up of three types of courses:

1. Those required for the dealership to meet Dealer Divisional STS and for the service technician to become GM STC Division Certified.
2. Those required for the service technician to achieve GM Master Technician Certification (MTC).
3. Those that provide supplemental content to enhance the service technician’s knowledge and skills but are not part of GM MTC or the Dealer Divisional STS.

Blended Learning Media Mix Overview and Course Components

Center of Learning training is available at the dealership through a variety of media.

GM STC courses have evolved from traditional instructor-led to blended learning with more flexible delivery methods while emphasizing performance-based outcomes. This approach better supports service technician training by offering the appropriate media mix for the needed training in the 21st century.

The media mix includes, but is not exclusive to, Web-Based Training (WBT), Virtual Classroom Training (VCT), Video On-Demand (VOD), Performance Support Objects (PSO), and the Video Resource Library. This media mix allows service technicians to improve their product knowledge and advance their repair and diagnostic skills while spending less time away from the dealership.

 Courses can also be accessed via a tablet; just look for this symbol. GM STC offers two modes of training:

• Asynchronous training, also known as self-paced training, doesn’t require learners and instructor/s to be online or in person at the same time for instruction.
• Synchronous training requires both learners and instructor/s to be present at the same time for instruction.

GM STC also offers a number of Accessibility options to help accommodate those that may need them. Review each type of training below to understand the different options available. If additional assistance is needed that is not accommodated by the information below, please reach out to the Help Desk and/or Training Center (depending on the type of training that accommodations are needed for) in a timely manner before the class session, so proper accommodations can be made.

GM Courseware Accessibility

WBT & Interactive Videos

GM STC’s WBT courses are designed with accommodation in mind. Each WBT course automatically provides on-screen text, plus a narrator (audio), that walks technicians through the course. In addition, WBTs also have an available narration script (text-based). Most WBTs are even available in Spanish! Below, we show you how to access these settings to have the WBTs fit your needs.

VOD

VOD courses have a transcript that can be downloaded which contains the exact text of the audio in
the video. To find it, navigate to the catalog entry for the course in the Center of Learning. Additionally, all videos on the Center of Learning feature closed captioning. Turning on the closed captioning option
allows students to read the script of the video. To turn this feature on, select the “CC” button within the video navigation bar.

VCT

VCT courses have a Technician Guide that can be downloaded prior to the course by the student. The guide covers the topics discussed in the course and includes transcripts of any videos that are played. Due to VCT courses being live Internet-based training, some variations will occur that the guide may not cover. To find the Technician Guide, navigate to the catalog entry for the course in the Center of Learning. A link to the downloadable attachment is located beneath the course description.

V-ILT

Since V-ILTs use the VCT system, accommodations for technicians who need them are very similar to those offered by VCT courses. The Technician Guide can be found on the course details page on the Center of Learning, which will contain a transcript of any videos that are played during the course.
One of the major differences between V-ILTs and VCTs is that V-ILTs are much more intimate and interactive. Live discussion is required as a portion of the course, so if accommodations are needed for these segments, reach out to the Help Desk within a timely manner before the class session so they can be made.

ILT & P-ILT

Each training center facility has accommodations for ease of access. When attending a Hands-On ILT or P-ILT course, all participants will be provided a tablet with the course’s Technician Guide downloaded and ready for use during class. These Guides are comprehensive and cover the topics discussed in the course. Some variation will occur during the live event that the Guide may not cover.

If a technician requires the assistance of a translator/interpreter they are welcome to join the class. An
attending interpreter/translator does not need to be enrolled in the class session, however, we ask that the technician or dealership contact the training center prior to the course to inform them that the additional person will be attending.

Please inform your interpreter/translator in advance that they are also expected to comply with the training center safety procedures and practices and must wear the proper Personal Protective Equipment (PPE).

Understanding Course Component Flow & Function

GM STC blended training delivers courses in multiple components; these different components provide the service technician with the skills necessary to “Fix it Right the First Time!”

Multiple component courses may use combinations of the following media:

• Web-based training addresses the knowledge portion of the class. The material is designed to teach the service technician theory of operation and function of the systems and components, and to introduce diagnostic procedures.
• VCT reinforces the knowledge provided in the WBT and introduces the service technician to diagnostic skills necessary to repair the vehicle.
• Hands On or V/P-ILT allows the service technician to practice diagnostic skills in a setting similar to the work environment.
• Virtual and Performance ILT series allow technicians to complete part of the Hands-On course within their dealership using the VCT system. Finally, the technician attends a Performance Instructor-Led Training at a GM Training Center where diagnostic procedures are focused on. This series is a new way technicians can complete their Hands-On requirements, reducing the amount of the time they are out of the dealership.
• Diagnostic Exercises facilitate the practice of skills, educate, and update knowledge.
• Video On Demand has an easy-to-use “Search Videos” function, which allows users to review specific content. This search capability allows technicians to locate a specific topic at any time.

In each component of the blended training, successful completion of a final test is required for course component credit.

Videos augment the basic course components and should be taken at the appropriate time in the Learning Path based on prerequisites.

Average Percentage of STS Technicians May Earn Without Leaving Their Dealership

Credit for Course Components (known as Cross Credits)

The Center of Learning enables technicians who have successfully completed a previous version of a course to conveniently get credit for a new version of the same course in their training history without having to repeat the entire course again.

Testing

Most courses allow for two test attempts. Technicians should review the materials carefully before taking the test; if the test attempts are exceeded, technicians will be locked out indefinitely until GM STC resets the tests on a periodic basis. 

Video On Demand: Testing for content on VOD is available by going to the Course Details page in www.centerlearning.com. When the course is live and ready for viewing, service technicians should click “Launch”. When they are done viewing the course, they must click on the “Take Test” link that appears in the Video On-Demand player at the completion of the video.

Professional Curriculum Exams, Academies, & Task Lists

Entry Exam

Each learning path in the Professional Curriculum has an Entry Exam. This Entry Exam is a graded test that ensures the Service Technician has the knowledge needed to begin the Learning Path. Service Technicians must pass the Entry Exam in order to advance into the associated Professional Curriculum learning path. If the Service Technician does not pass with 80% or better, they must complete the associated courses in the Foundation Curriculum before proceeding to the Professional Curriculum learning path courses.

Academies

There are two types of Academies in the new curriculum: Learning Path Academies, and the GM Academy.

• Learning Path Academies are found on the specific Learning Paths they apply to, and are one-week long, hands-on courses that cover all the online content of the Learning Path. By completing them, technicians will receive credit for all the courses on the Learning Path except for any of the hands-on courses and Final Exam.
• The GM Academy is an eight-week, in-person course that equips participants with essential skills and knowledge across many of the Learning Paths. Participants in the program graduated with 100% STS in Fundamentals, 94% in Chassis/Brakes, 93% in Engine Mechanical, 98% in Electrical/Electronics, 93% in HVAC, and 100% in EV Expert.

Task Lists

Each learning path in the Professional Curriculum has a Task List. This Task List highlights all the tasks Service Technicians will be able to perform upon completing the learning path. The Task List also shows which courses are associated with each task, so Service Technicians can easily find the course they need in order to learn a particular task.

Knowledge Check

Each learning path in the Professional Curriculum has a Knowledge Check. This Knowledge Check is a nongraded knowledge test, which Service Technicians complete after completing the Virtual Instructor-Led Training (V-ILT) course(s) on the learning path. This Knowledge Check quizzes the Service Technician on everything they have learned up to that point on the learning path to ensure they are ready for the Final Exam. Any wrong answers will provide a task corresponding to the Task List so the technician can review any course they need to be better prepared for the Performance Instructor-Led Training (P-ILT) course.

Final Exam

Each learning path in the Professional Curriculum has a Final Exam. This Final Exam is a graded test, to be completed after the P-ILT course, that serves as the capstone to the learning path. Service Technicians must prove that they have the skills and knowledge necessary by passing with 80% or better, otherwise they will need to review courses on the learning path and take it again. If the Service Technician exceeds the number of attempts and still has not passed, they will need to retake the P-ILT course.

Assessments & Certifications

Electric Vehicle (EV) Training Completion Certificates

GM STC awards EV Training Completion Certificates for the Fundamentals, EV Expert, and EV Master learning paths for each brand. Once a technician has completed all service technical courses within one of the above mentioned learning paths, the technician will earn the brand-specific EV learning path Training Completion Certificate. Earned EV Training Completion Certificates will display in the technician’s transcript in the Center of Learning, and a printable version is also available that will display all earned certificates and their completion date.

To find a list of courses required to earn a specific EV Training Completion Certificate, search “Training Completion Certificate” in the Center of Learning Catalog. All EV Training Completion Certificates will appear in the search results. Select any certificates to be brough the View Course page where you can select the Checklist link. The checklist is an interactive file you can use to check off each course as you complete it to stay on top of which courses you need to complete in order to earn the certificate.

A record of the EV Training Certificate will be provided in your Center of Learning transcript once the final
required course has been completed. 24 hours later, the new record will be added to the EV Training
Certificates printable which can be accessed via the CERTIFICATIONS / CERTIFICATES button on the
bottom of the Center of Learning homepage. Select Electric Vehicle Certificate from the list that appears.

GM Master Technician Certification (MTC) Assessment

To attain MTC, the technician must be 100% STS in both Silver and Gold and complete all MTC components. GM MTC Assessment is a performance-based event in which each service technician must demonstrate knowledge and diagnostic skills. During the GM MTC event, each service technician is required to solve real vehicle faults by applying the accumulated learning from all courses in the Certification Area. The GM MTC Assessment Program covers 13 of the 15 service categories (it excludes Fundamentals and Emerging Issues.) MTC assessments are administered at training locations across the country.

The GM MTC Assessment contains a comprehension component and a practical evaluation to assess the service technician’s knowledge and diagnostic skills. Each Assessment consists of timed exercises that have been developed based upon the critical elements of the courses across the Certification Area and real-life concerns.

To achieve GM Master Technician Certification, a service technician must successfully pass the GM STC Certification Event and be ASE certified in that area.

GM STC recognizes a one-year certification with an annual renewal on Master Technician Certifications. The MTC program allows service technicians to retain their certification if they are at 100% on their STS training requirements.

Once a service technician successfully completes a MTC assessment, that service technician will remain Master Technician Certified as long as they continue to meet their STS requirements for the area(s) in which they are certified. The service technician must maintain their ASE Certification for that category as well.

The Service Technician Assessment Process is as follows:

• Each exercise is designed to assess each service technician’s ability to diagnose and apply skills with a simulated real-life customer concern using cross-divisional vehicles.
• To successfully complete a Certification Event, the service technician must obtain a total score of 80% or better across the performance-based exercises. During the assessment, a certifier who has received extensive training in conducting performance-based assessments evaluates the service technician’s skills.

A service technician who receives GM MTC status receives the following items:

*Only the first certificate will be mailed. Additional Certificates are available for download online.
**Additional GM patches are available for purchase through the Center of Learning Help Desk.

If a service technician does not satisfy all of the assessment requirements, a letter indicating the areas for improvement is provided to the service technician.

The service technician’s Learning Path and the STS/MTC tables define the courses in an area that must be completed before the service technician may enroll for the Certification Event. Service technicians can enroll for a Certification Event in the same manner they would for a course component.

During the enrollment process, the service technician is given the option to download:

• A Certification Event Performance Task List – which allows the technician to self-assess and verify they have the skills necessary to pass the certification
• A GM MTC Preparation Guide – which provides additional information about the assessments

Additionally, on each of the ASE Certification pages on the Center of Learning, technicians can download an ASE Prep Guide to help them prepare for their needed ASE Certifications. Below is a table listing the required ASE Certifications for each Service Area MTC.

Mechanical
Course	ASE Requirement
Electrical/Electronics	A6
Engine Repair	A1
Heating, Ventilation, and Air Conditioning	A7
Brakes	A5
Steering and Suspension	A4
Manual Drivetrain and Axle	A3
Automatic Transmission/Tranaxle	A2
Engine Performance	A8 and L1
or	or
Diesel Engine Performance	A9

Tips for a Successful Certification Assessment

It is important that you adequately prepare for your GM MTC Assessment. Here are a few tips on preparing for this challenging event:

• Arrive the day before the assessment, if traveling.
• If you have never taken an ILT course component, it is recommended that you take one in the subject matter area, before you attend the Certification Assessment.
• The Certification Assessment is similar to an ILT course, but without the guidance from an instructor. Experiencing the ILT training offered today gives you a much better idea of what to expect in Certification Assessment.
• Review any WBT courses you’ve already taken.
• Review any VCT materials you’ve received.
• Talk to your service manager about any area that could be improved, including Work Order documentation.
• Review the Service Information (SI) website, specifically for the Strategy Based Diagnostics (SBD) process.
• Find an expert at the dealership who can assist you in the certification area.
• Investigate and complete ASE certification in the subject matter area.

Certification Assessment Planning Chart

6 weeks before assessment	Check ASE for certification dates
4 weeks before assessment	Review training material and other preparation items
4 weeks before assessment	If needed, make the necessary travel plans
2 weeks before assessment	Confirm enrollment in the Certification Assessment with the appropriate training location
2 days before assessment	Verify Certification Assessment and directions
1 day before assessment	If applicable, travel to the training location
Assessment day	Arrive at the training location 30 minutes prior to the assessment start time
Within 5 days after the assessment	Check the GM Center of Learning website for assessment results of the assessment and/or look for your results in the mail

On the Assessment day

The enrolled service technicians will meet at the training location for the Certification Assessment. Below is a flowchart and explanation of what will take place:

• Prior to the service technician’s beginning the Certification Assessment process, the certifier provides an orientation of the training location, including the location of tools, layout of the training areas, and safety precautions.
• The certifier provides an overview of the day’s events and clearly defines the expectations from the service technician. During the Certification Assessment process, the certifier and the service technician will have minimal dialog.
• The service technician receives a Work Order from the certifier and begins to work on the timed exercises. At this time, the service technician will gather the proper tools and begin to diagnose and troubleshoot the existing conditions of the vehicle to identify the fault.
• The service technician utilizes previously learned knowledge and skills from the WBT, VCT, and V-ILT course components to diagnose, troubleshoot, and resolve fault conditions. The service technician uses the Certification Exercise Summaries form to document their work.
• The certifier observes and award points based on the service technician’s performance.
• The service technician documents the process used to resolve the concern, identify the potential causes of the concern, and determine the primary cause of the fault.
• After the service technician completes all exercises, the certifier explains the next steps. The service technician is then notified (pass/fail with Remediation Recommendation) within a required time frame.

Typical Assessment Room Layout

The assessment room may differ depending on the certification area. However, below is a typical layout used for Certification Assessment. All tools and equipment necessary will be available at the training location.

The numbers 1-7 represent exercise areas.

Certification Assessment Exercises

The exercises that you will perform have been developed based upon the critical elements in all the courses across each of the certification areas. Each exercise has been designed to assess your ability to diagnose and apply your skills on a simulated real-life customer concern utilizing vehicles, tools and equipment in a typical dealership.

Each exercise has been carefully designed and validated with Master Technicians, subject matter experts, and lead instructors. In addition, all the exercises have been piloted with a population of service technicians across the country to ensure that each of the assessments is valid and is at an appropriate level of application.

Also, all exercises and their associated performance criteria have been mapped back to the course objectives at the component level. Therefore, training remediation can be quickly identified and provided to the service technician, if needed.

For each exercise, the service technicians will be expected to do the following:

• Receive Work Order to determine next steps.
• Go to assigned work station to perform exercise.
• Use the vehicle, equipment, tools, and Service Manuals or SI to diagnose vehicle concern.
• Write down all of your steps, which include: Work Order, diagnosis, possible faults, most probable fault, readings, torque values, etc.
  • Note: The more thoroughly you document your actions, the better.
• Finish exercise. Review and finalize your exercise summaries and return the equipment and tools to the appropriate locations/positions.

Observation/Scoring Sheet

Your performance will be evaluated and scored based upon the certifier’s observation of your performance and the accuracy and level of documentation on the Certification Exercise Summaries.

To successfully complete the Certification Assessments, you must obtain a total score of 80% or better across the exercises. During the assessments the certifier will utilize the Observation/ Scoring Sheet to evaluate your performance. Each form will contain a list of performance criteria per exercise. The certifier will evaluate your performance using those criteria.

Each assessment certifier is Master Technician Certified and has received extensive training in
conducting performance based assessments. This training included content on:

• The Certification Assessment process
• Scoring only on observable behaviors
• Interviewing techniques
• A thorough review of all the Certification Assessment exercises

This extensive training program was implemented along with an innovative scoring methodology to ensure there is consistency in scoring across all of the certifiers in the Certification Assessment locations.

The Results

At the completion of the assessment, the certifier will collect all of the Work Orders, instruction sheets, and Certification Exercise Summaries. Within 24 hours, the certifier will complete the scoring process using your write-ups on the Certification Exercise Summaries. The certifier will then post your results on the Center of Learning within 5 days of the assessment. If your score is greater than or equal to 80%, your training record will be updated to reflect that you have successfully passed the GM MTC Assessment
for the designated area.

Appeals Process

In the event a service technician wishes to appeal an assessment result, he/she may do so within
90 days of the Certification Assessment by following the steps below:

1. The technician would have to email STC.Support@TrainingSupportAdmin.com
   • Subject Line: Certification Appeal
   • First and Last Name
   • PID
   • Date of Certification
2. Worksheets, scoring, and any instructor notes will be reviewed by the Review Team
3. Certification Admins will reply to the requester including the summary of their appeal from the
   Help Desk

Cadillac-Branded Patches

Cadillac franchised Dealers have the opportunity to select Cadillac-branded Master Technician Certification (MTC) and World Class Technician (WCT) patches for their technicians. Cadillac Certified Service, in partnership with the Cadillac Dealer Council, implemented this new, creative solution to help Cadillac Dealers recognize their highest achieving technicians. To further elevate the role of our Cadillac technicians, Cadillac franchised dealers can edit existing and new technician profiles to indicate their dealer’s patch preference.

The decision to switch to Cadillac-branded patches is a dealer decision, NOT an individual technician decision. To change your preferences from GM-branded to Cadillac-branded patches, first coordinate with your Service Manager to approve that your dealer is making the switch.

After you receive approval, navigate to your profile page on the Center of Learning. You can do this by selecting your name on the Center of Learning homepage.

Service Managers can also set patch preferences through the Profile/Profile Manager function. On the Profile Manager page, they can search for the technician(s) they would like to receive Cadillac-branded patches going forward. By selecting “Edit Profile,” they can then set the preference for each technician. On the Profile page, a new setting should appear: Cadillac GM MTC/WCT Patch. This setting has two radio button options “Yes” or “No.” By selecting “Yes,” the technician will receive Cadillac-branded MTC and WCT patches upon successful completion of a certification assessment (assuming the corresponding ASE certification requirement has been met as well). The setting will only appear for those at Certified Cadillac Dealers.

On the Profile page, a new setting should appear: Cadillac GM MTC/WCT Patch. This setting has two radio button options “Yes” or “No.” By selecting “Yes,” the technician will receive Cadillac-branded MTC and WCT patches upon successful completion of a certification assessment (assuming the corresponding ASE certification requirement has been met as well). The setting will only appear for those at Certified Cadillac Dealers.

How to Display Your Patches

As you earn your MTC patches, it can be difficult to choose how to display them on your uniform. Below are images of the some of GM-branded and Cadillac-branded patches and an example of how they should be displayed on your uniform.

How to Order Additional Patches

To order additional patches, either Cadillac-branded or GM, navigate to any of the Certification Assessment course details pages within the Center of Learning or use the form on the next page. Attached to the Certification Assessment course entries is the Certification Patch Order Form. By selecting this link, you will download the form which you can fill out electronically.

The order form asks the user to indicate their dealer billing information, shipping information, the technician’s name, their ID, whether they want GM or Cadillac-branded patches, and how many of each patch they wish to order. Once it is filled out, email the completed form to orderpatches@rlist.app.ray.com.

GM World Class Technician (WCT)

A technician can achieve GM World Class Technician status in the Mechanical area. It’s achieved when a technician successfully completes all related training and the appropriate Master Technician Certifications.

Service technicians can achieve WCT status in the Mechanical area when they successfully achieve eight of nine MTCs with their accompanying ASE Certifications. This includes being 100% STS in Fundamentals. They have a choice of completing either Engine Performance or Diesel Engine Performance along with seven mechanical-related certifications. These areas are as follows in the chart below:

Mechanical
Course	ASE Requirement
Electrical/Electronics	A6
Engine Repair	A1
Heating, Ventilation, and Air Conditioning	A7
Brakes	A5
Steering and Suspension	A4
Manual Drivetrain and Axle	A3
Automatic Transmission/Tranaxle	A2
Engine Performance	A8 and L1
or	or
Diesel Engine Performance	A9

Technicians who receive World Class Technician status receive a gift package that includes the following:

• Letter of Recognition signed by the Director, Dealer Service, and Warranty Operations
• WCT statue (new design in 2021)
• WCT patch
• WCT toolbox medallion (introduced in 2017, new design in 2021)
• Downloadable certificate from the Center of Learning

Performance Assurance

The GM STC program has an evaluation system in place to measure the effectiveness of the performance-based curriculum and the delivery media. GM STC evaluates the performance of the training program at four levels:

Other Feedback Mechanisms

GM’s Customer Care and Aftersales division provides Dealer Satisfaction Survey results to GM STC to gauge service managers’ opinions of GM STC training products. The survey results provide valuable input for short-term and long-term improvement initiatives, ensuring continuous improvement to the GM STC program.