STAR News No. 86 · 6.2L Hellcat Engine (ESD sales code): 1. For catastrophic engine failures, it is important to change the oil cooler and cooler lines to avoid re- introducing any

STAR Center News No. 86Jan/Feb 2015

FCA USA LLC STAR Center Monday – Friday Saturday

Page 1 1-800-850-STAR 8:00 AM – Midnight 9:00 AM –

6:00 PM

STAR Center New s

Jan/Feb Announcements

Where to Find the STAR News…The STAR News link has always been located in TechCONNECT on left side of the homepage beneath the SEARCH Box.

In addition STAR News will now be accessible through other communication channelsincluding:

1. Link on the LMS (Academy Site)2. Monthly Master Tech3. Instructor Lead Training will include a reminder of electronic file location and hard

copies, when possible

4. NEW!!! Via E-mail subscription – details to follow on how to submit your E-mailaddress to receive an electronic copy of the STAR News.

WHAT’S NEW! W e’re

m akingsom e

changesfor2015!




6:00 PM

Something to say?Send up your questions, comments,

suggestions, etc…

STAR Center [email protected]

STAR News [email protected]

STAR Center Hours of Operation

M-F 8am-Midnight * Sat 9am-6pm * Open thru Lunch




6:00 PM

From the STAR Center

Good things are happening at STAR for2015. We want you to know that we aremaking some positive changes based onyour feedback and are focused on thefollowing initiatives.

Quicker response times

Quality response and repairguidance

Over the course of the next quarter we willbe rolling out some changes inDealerCONNECT to help you get theanswers you need the first time andimprove our first contact experience.

Thank you for your patience as we moveforward.

Your feedback has been positive. Weended the year with dealer satisfactionscores averaging 4.71/5.0.

We will continue to work hard to serviceyou…our customer.

STAR Agent Introductions

Meet some of our STAR Top Agents. Eachmonth we will highlight some of our agentsso you can get to know us.

Jeff Campbell – Engine/Driveability

Jeff has over 36 years of automotiveexperience and has spent 17 years withChrysler dealers before joining STAR. He

is a Master ASE technician and has beenwith STAR for 7 years.He is an avid outdoorsman and enjoys fourwheeling, hunting, fishing, biking, boating,hiking and camp fires. He also enjoysattending concerts and sporting events withhis family and friends.

Larry Nonis – Body/Chassis

Larry has been in the automotive businesssince 1978 fresh out of MCI AutomotiveTechnical Academy. He has held positionsas Technician, Service Director, WarrantyAdministrator, Technical Instructor andSTAR Helpline Consultant. Larry’sInterests include world travel, fishing,performance cars, wine connoisseur,traveling, and he is professional modelbuilder.

Michael Bell – Transmission

Mike has been an auto tech for 27 years.He worked in a dealership for 12 yearsthen moved into the technical assistancecenter side and has been with Chrysler for




6:00 PM

8 years. Mike enjoys spending time withhis family and friends including his twosons that he adores. Mike is our residentcomedian and says that his hobbiesinclude sumo wrestling, auto racing andworking around the house.

----------------------------------------------------------




6:00 PM

8-Speed Automatic TransmissionAdaptation

Beginning with all 845RE-equipped, 2015Model Year vehicles, a QUICK LEARNprocedure is now available to quickly adaptthe transmission.

This new feature drastically shortens thetime required for the transmission controlsto adapt for optimal shift quality. Theprocedure is run using WiTech andrequires 2-5 minutes to perform in astationary vehicle. Very little driving isrequired, except to warm the transmission(to at least 131°F) and to cycle each clutchprior to running the routine.

In most cases of shift quality relatedconcerns, running QUICK LEARN shouldbe used as a first attempt at resolution.

The feature will also be available withnewer 2014 MY service-releasedsoftware. Also, QUICK LEARN should berun when performing valve body ortransmission replacements, or any internalclutch repairs.

Refer to 28 - DTC-BasedDiagnostics/MODULE, TransmissionControl (TCM)/Standard Procedure inTechCONNECT under service informationfor detailed instructions.

----------------------------------------------------------

6.2L Hellcat Engine News

The following are just a few bits of serviceinformation to be mindful of regarding the6.2L Hellcat Engine (ESD sales code):

1. For catastrophic engine failures, itis important to change the oil coolerand cooler lines to avoid re-introducing any potential debris intothe replacement engine.

2. When changing oil cooler lines,ensure that the cooler line clips or“Jiffy Tites” are properly seatedwhen installed.

3. If the engine has any issues with“blue smoke” from the exhaust,perform a crankcase (and oil cooler)drain and fill with a filter change perthe service procedure. Do not pre-fill the oil filter. Note that the servicefill for the 6.2L Hellcat engine with adry oil filter is 6 quarts of oilcompared to the standard HEMIengine service fill of 7 quarts.

----------------------------------------------------------

New Seat Fasteners 2015 UF, PF,KL

UF, PF and KL have new seat attachmentfasteners starting with the 2015 modelyear.

The new hardware is called a Mortorq®-style #2 fastener. It looks somewhat like across between a Philips-head and a Torx®-style configuration (Figs 1-3).

However, attempting to remove or install aMortorq® fastener using a standard Torx®

Fig. 1- Philips Fig. 2 - Torx

Fig. 3 - Mortorq




6:00 PM

bit or a Philips bit will resort in a strippedfastener head.

Mortorq® #2 bits are available thru Snap-on Tools (SDMMT2), Mopar ServiceEquipment (MSE) group (MCOK5440MT2)or other commercial tool suppliers.

----------------------------------------------------------

Patriot/Compass Engine Inlet Air

Duct Attachment

On the Patriot / Compass equipped withgasoline engines, we are seeing incidentswhere the fresh air induction duct is notgetting reattached properly after servicehas been performed on many underhoodcomponents.

Technicians need to ensure that the ¼-turnplastic fasteners are securely positioned inthe fore/aft position, after anyvehicle/powertrain work that requiredremoval of the induction duct.

----------------------------------------------------------

3.6L DS Engine Cover/IntakeResonator Improper Removal

Ram 1500 trucks equipped with the 3.6Lengine come fitted with an intake airresonator that has an integral engine cover.Although they look like two separate

pieces, they are cast together and thecover cannot be removed separatelywithout damaging both components. Careshould be exercised to follow the removalprocedure in the service information toensure damage does not occur.

Proper Engine Cover/Resonator Removal

1. Disconnect the electrical connector(2) from the Inlet Air Temperature(IAT) sensor.

2. Loosen the clamp at the throttlebody (1).

3. Pull the front of the resonator awayfrom the throttle body while liftingfrom the rear of the resonator toseparate from the ball joint mount.

----------------------------------------------------------

Proper PF Brake Pad Orientation

The front inboard and outboard brake padson PF vehicles have different friction padshape when compared to each other. Thisdifference is designed to help reducenoises from the braking system. Thefigures below show the proper orientation.The red circles in the images belowhighlight the differences.

¼turnplasticfasteners




6:00 PM

----------------------------------------------------------

Active Grill Shutter (AGS)Operation and Diagnostics

Aerodynamics plays an important role withregards to fuel efficiency. Aerodynamicdrag increases as vehicle speed increasesresulting in increased engine powerrequirements. Reducing wind dragcoefficient across the front of the vehicle isdirectly proportional to an improvement infuel efficiency.

That’s where the Active Grill ShutterSystem (AGS) comes into play. It isdesigned to reduce aerodynamic drag.

The AGS system is located behind the frontgrill on a number of our vehicles, Ram1500, Cherokee, Dart, and the new 200.The system consists of an electric steppermotor (actuator), a set of vanes that makeup the shutter, linkage, and a set of sealsthat direct air flow.

Operation

The AGS system is controlled by thepowertrain control module (PCM) over adedicated network LIN bus. The PCM

commands the AGS to regulate airflowacross the radiator or to improve thevehicles drag coefficient. When airflow isnot required and/or vehicle speeds reach athreshold, the PCM commands the shuttervanes to close. If additional cooling isrequired the PCM commands the grilleshutter vanes to open. In cold climates, theAGS system can improve engine coolantwarm-up times further increasing fueleconomy.

Each time the vehicle is started the AGSperforms an initialization calibration. Thisfunction can be used as a quick way tovalidate the operation of the AGS. Tovalidate AGS, start the engine and observethe AGS shutter, the vanes will cycle to thefully open position and then move to thefully closed position. The AGS uses thisprocedure to learn the hard stops on thegrille shutter frame for that key cycle.

FAULT CODE DESCRIPTION

The AGS actuator contains an integralsmart module that uses the LIN bus tocommunicate with the PCM. It receivesshutter position commands from the PCMand reports its position to the PCM. TheAGS communicates a series of faults to thePCM.

For gasoline engines, the faults are:

P1D73 - Active Grille Shutter PerformanceU11E9 - Lost Communication with AGSP05A5-AGS "A" Control Circuit LowP05A4-AGS "A" Control Circuit HighP1D6D - AGS Circuit Over Temperature

If the AGS smart module detects the grilleshutter vanes are jammed, it will attempt tofree them by cycling the shutter from theopen to closed positions 3 times. If thiscondition is detected when the ambient air




6:00 PM

temperature is greater than 4.4° C (40° F),the MIL will illuminate and the fault P1D73will set. If the ambient air temperature isbelow 4.4° C (40° F) and a jammedcondition is detected, the smart module willassume the shutters are frozen and will notilluminate the MIL or set a fault.

Information for Common Faults

P1D73 – AGS performance MechanicallyStuck or Broken – is set if:

The AGS determines it can’t completethe initialization procedure

The AGS determines it can’t achievethe desired position

The PCM determines that the AGS hastaken too long to report on its status

Note: This DTC should direct thetechnician to investigate the integrity of theAGS unit. It may have been damaged, hadcomponents disengaged, or fastenersremoved.

“AGS” continued on page 6

“AGS” continued from page 5

U11E9 – Lost of Comm. with AGS – is set

if:

LIN communication errors are detectedby either the Active Grille ShutterModule or the PCM. If the AGSmodule detects loss of LINcommunication for more than 2.6Seconds or detects a bit error, it will seta fault flag and pass the error on to thePCM. The PCM will set fault flag whenit detects a LIN communication errorwith the AGS module.

Note: U11E9 directs the technician toinvestigate the LIN bus, power or groundcircuit integrity. This code will set if thevehicle is started without the AGS

connector in place, a condition commonlyfound during body repairs.

P05A5 - Grille Shutter "A" Control CircuitLow – is set if: AGS ASIC (chip within the AGS

actuator) detects the supply voltage istoo low (under 9V). This code is acommunication by the AGS to the PCMstating that it has suspended all shuttermovement and entered a security statebecause supply voltage is too low.Shutter movement will only resumeafter the voltage returns to a functionalrange.

Note: The AGS is reporting a systemcondition not an AGS condition. This faultcode needs to be cleared before AGStesting can be performed.

Finally for more information about AGS andspecific configurations consultTechCONNECT.

----------------------------------------------------------

Ram 1500 - Rear Diff Cover LeaksAfter Service Due to Incorrect RTVSealant

For Ram 1500 Trucks 2002 MY-to-present,

be sure to use only the Orange Mopar RTV

Sealant (05013477AC) to reseal rear

differential covers. Using the incorrect RTV

sealant (grey or black) will cause leakage.

----------------------------------------------------------

Oil Filter Replacement onCummins Diesel Equipped RamTrucks

We have seen occurrences on Cumminsdiesel-equipped vehicles where thetechnician has removed the engine cleanair duct/resonator from the turbo chargerinlet to remove and install the engine oilfilter.




6:00 PM

Opening the air cleaner duct joint to turbocharger inlet to gain access to the engineoil filter can lead to dirt and contaminationbeing ingested to the turbo chargerassembly, increasing the likelihood of wearand possible damage.

The oil filter can be accessed thru anopening in the right-front wheel well oncethe wheel is removed.

----------------------------------------------------------

Shock Absorber/Strut Leakage –

Replace or Not to Replace…

Deciding whether or not a shock absorberneeds to be replaced just by visual

inspection has often been a toss-up. Theright choice is not always obvious.

Here are some guidelines to follow the nexttime you are trying to decide if a “leaking”shock or strut needs to be replaced:

1. Light fluid film in the top one-third of the

strut/shock is considered normal.

Strut/Shock replacement not

recommended, provided the strut/shock is

functioning (dampening) properly.

2. Minor weep - drops of shock fluid extending

down beyond one-third or more of the

strut/shock body length. Strut/Shock

replacement is recommended.

3. Major weep - fluid covers two-thirds or

more of the strut/shock body length.

Strut/Shock replacement is recommended.

Shock Absorber

Strut

For more info, see informational SB 02-

001-15.

---------------------------------------------------------------

1 2 3

1 2 3

O ilFilter

AccessHoleinR ight-FrontW heelW ell




6:00 PM

MasterTech Updates

July 2014 MasterTech

Topic: Wide-Band Oxygen Sensor Tips and

Diesel Exhaust Fluid Reminder

To help reduce diagnostic time,unnecessary part replacement, andcustomer comebacks, this month’s MasterTech gives technicians some tips on wide-band oxygen sensor operation anddiagnosis. Wide-band oxygen sensorsallow the powertrain control module (PCM)to read fuel-to-air ratios as rich as 9 to 1and as lean as no fuel by measuring theelectrical current supplied to the sensor’spumping cell. The lesson explains severaleffective diagnostic techniques, includinghow to use the breakout box required fortroubleshooting vehicles equipped withcertain Magneti Marelli PCMs.

To help ensure our diesel customers aredelighted with their new Rams and Jeeps,a second short lesson reminds techniciansthat the correct time to fill diesel exhaustfluid (DEF) reservoirs is right beforecustomer delivery.

FIAT Master Tech Release 2 2014

Topic: Basic Electrical Diagnostics:Voltage Drop Testing

This lesson demonstrates the simple, quickdiagnostic technique of using “voltagedrop” to isolate power circuit faults.

Voltage drop testing is performed onoperating, loaded circuits.

“MasterTech” continued on page 8

“MasterTech” continued from page 7

This makes it one of the most efficient testtechniques available, because techniciansdo not have to disconnect anything.Usually, a power circuit fault can beisolated more quickly by using voltage droptesting instead of resistance testing. Thelesson starts by reviewing basiccomponents and terms, and finishes byapplying the technique to track down awiring fault in a vehicle’s fog lamp circuit.

Faulty or intermittent electrical connectorscan be the source of very difficult todiagnose issues. So, in the second lesson,the presentation shows techniciansexamples of common connector faults, andreviews some effective connectordiagnostic techniques.

August 2014 MasterTech

Topic: CAN Bus Diagnostic Tips and

Tech News - Glass and Lamp Warranty

Coverage

Identifying and isolating communicationnetwork faults can, at first, seem veryintimidating. Inefficient diagnostictechniques can lead to frustration, wastedtime, and unnecessary parts replacement.The August Master Tech explores threecommon CAN bus configurations anddemonstrates how to efficiently identify andisolate communication circuit faults foreach configuration.

The program starts with an overview ofcommon CAN bus characteristics, moveson to general communication busdiagnostic tips, and finishes with specificdiagnostics for stub, hub, and daisy-chaintype buses.




6:00 PM

The Tech News article discusses glass andlamp warranty coverage. While most glassreplacements are sublet to outsidecompanies, some replacements areperformed by service technicians. Usingwarranty terminology, a bulb is a devicethat uses electricity to produce light, while alamp (or housing) is a fixture that holds thebulb.August’s Tech News discusses twocircumstances when glass can be replacedunder warranty, and details warrantypolicies on lamps and bulbs.

September 2014 MasterTech

Topic: 2015 Challenger SRT and HellcatHEMI Highlights and Tech News -Warranty Tips: Exchange Order PartsProcess Review

The September Master Tech highlightsfeatures and functions of the 2015 DodgeChallenger SRT and the 707 horsepowerHellcat® engine. The SRT Hellcat isnamed after the Grumman F6F Hellcat, anaircraft carrier-based Navy fighter planeused during WWII. The F6F Hellcat was arugged, high-performance fighter with astraightforward design. To honor thelegacy, engineers designed the Hellcathemi to meet the same criteria – high-performance, but rugged for durability.This program covers features specific tothe super-charged engine and reviews thetechnology and performance featuresoffered on the SRT Challenger.

The Warranty Tips article outlines howfailure to follow the exchange order partsprocess can delay or stops warrantyclaims, thereby delaying payment for thework. So, September’s Tech News articleoffers some tips that can help the claimprocess go smoothly.

October 2014 MasterTech

Topic: 2015 Ram ProMaster CityHighlights, Electric Power SteeringService Tips and Tech News – WarrantyTips: Exchange Order Parts ProcessUpdate

The first lesson in the October Master Techprogram highlights key features anotherstandout vehicle -- the new RAMProMaster City – slightly less horsepower,but equally exciting! Some features of theProMaster City are familiar, like the 2.4-literMultiAir2 Tigershark engine and 9-speedautomatic transaxle.

“MasterTech” continued on page 9

“MasterTech” continued from page 8

And, some are new to North America, likethe rear brake self-adjusters that keep thebrakes adjusted with every pedal press.

The second lesson covers a recent issuewith electric power steering (EPS) units.EPS units have been replaced due to“leaks.” The problem is that these units donot contain any fluid! The lesson presentsa brief review of the EPS units used inChrysler Group vehicles and explains a fewissues that could lead a technician todiagnose and EPS as defective.

The Tech News starts with some additionaltips and clarifications about the exchangeorder parts process that was covered in theSeptember Master Tech. It explains thewarranty reimbursement policy for repairsthat are completed with 200% or greaterefficiency.

FIAT Master Tech Release 3 2014

Topic: Heater Performance, Five-WireHVAC Actuator Diagnostics and R-1234YF Tips

The TechCONNECT Heater Performancedocument is a simple tool that can helptechnicians quickly narrow down cabinheater issues. The first lessondemonstrates using a printout of the




6:00 PM

document as a system checklist forverifying and diagnosing customer-complaints related to cabin heating.

The second lesson discusses the five-wireHVAC actuators used in some vehicles,including the 500L with automatictemperature control. They require differentdiagnostic techniques than the two-wireactuators used in many other vehicles.This lesson starts with a detailed look atthe internal operation of the actuators, andthen progresses through efficient diagnosisof 5-wire actuator issues. The referencebook provides tables that show theexpected values for each actuator circuit, invarious operating states.

The third, brief lesson reminds techniciansthat the new refrigerant requires uniquetools and special procedures.

November 2014 MasterTech

Topic: UCONNECT Access Telematics

In November’s Master Tech, we take anenlightening expedition through theUconnect Access telematics system.Uconnect Access applications (or Apps)engage several components over multiplecommunication paths. Therefore, taken asa whole, the system may appearoverwhelming to diagnose and repair.However, this month’s lessons exploreeach part of the system, in small segments,making the system easier to understand –and helping technicians isolate faults morequickly.

December 2014 MasterTech

Topic: Dodge 100th Anniversary andFour-Wheel Drive Applications Overview

FCA offers fifteen different four-wheel, andall-wheel, drive configurations in NorthAmerica. This lesson methodicallyexamines the similarities and differences,physically and electrically, between thevarious NAFTA systems, with the goal of

helping technicians diagnose and repairissues more accurately and efficiently.

January 2015 MasterTech

Topic: 2015 Jeep Renegade Highlights

This Master Tech, we introduce the new2015 Jeep Renegade and highlight someof the vehicle’s key features andcomponents. Built at Fiat’s Melfi assemblycenter, located in central Italy, theRenegade is the first Jeep to be importedinto North America. This programintroduces key features and systems of thenew vehicle, by detailing powertrains,drivelines, suspensions, HVAC, andelectrical features and systems.

For example, one of the most significantdifferences between the new Renegadeand any other FCA US vehicle is theAtlantis (Next Generation) electricalarchitecture. The Atlantis architectureemploys three CAN busses identified asCAN C1, CAN C2, and CAN IHS.

----------------------------------------------------------




6:00 PM

MCOK5440MT2

1/4" Drive Shank

Screwdriver MorTorq

#2 Bit

Program Price: $16.00

Some 2015 vehicles use a new fastener to secure

the seats. This tool can be used to remove the

fastener.

1-855-298-2687MoparEssentialTools.com




6:00 PM




6:00 PM

Mopar Tested and Approved Equipment

Installation and Training Assistance

Easy Payment Options – Including Parts Account Billing

Expert Service Equipment and Systems Planning

Customer Service Support

Your MSE Program offers you a full range of products for your service, parts and body shop. Equipment is tested

for performance before it is approved for use in your dealership. This assures you of the highest quality equipment

to meet your service needs.




6:00 PM




6:00 PM




6:00 PM

Remember, when all else fails, go back to the basics…and by the way, here’s the

basics!

SIX-STEP TROUBLESHOOTING PROCEDURE

Step One: Verify customer complaint

DO NOT attempt repairs without first verifying.

The R.O. must contain all essential information about the complaint.

Unfavorable arbitration and lemon law rulings have resulted due to an

unnecessary number of attempted repairs without verification of problem.

An exception would be when a SB matches an owner complaint exactly.

Never proceed any further if the customer is complaining about a design

characteristic of the vehicle. That must be dealt with carefully.

Step Two: Determine related symptoms

Check other systems on the vehicle that are or could be affected. Two systems

were on the same circuit on some older models.

Step Three: Analyze the symptoms

What could cause the problem? For example, could it be a wire routing or

terminal issue, not an open or a bad/poor ground?

In this step, knowledge, experience and application of training are utilized.

Always ensure the best qualified technician is performing the current repair.

Step Four: Isolate the trouble

With a water leak, for example, it is vital that all possible sources of leaking are

found.

This also pertains to “repairing only the affected areas,” and not over-repairing.

Step Five: Repair the trouble

Do the repairs as appropriate. Follow the service manual instructions or when

performing a SB, follow it very specifically.

Step Six: Verify proper operation

This means that if a lengthy test drive is necessary, it must be done.

This is the most important step before the vehicle is returned to the customer.




6:00 PM

If this step is omitted, customer satisfaction will be affected due to the customer

returning if the vehicle is not right. This is wasteful of everyone’s time. That

affects the customer, the service advisor, the technician and the service

manager.

STAR Center Areas of Responsibility

Engine/Climate control Group -Internal engine componentsComponent Codes 07, 09, 24 -Accessory drive system components

-Radiator, Hoses, Cooling system components and sensors-A/C or heater components or controllers including blower motors

Transmission Group -Manual and Automatic TransmissionsComponent Codes 03, 06, 21 -Clutch systems

-Transfer case-Drive axles-Propeller shaft-Transmission cooler & lines-Axle assemblies

Driveability/OBDII Group -Engine performance including MIL illumination, OBDII monitors andComponent Codes 11, 14, 18, 25 C.A.R.B. readiness monitors

-Throttle body, throttle linkage, fuel injectors, and spark plugs-Exhaust system-Fuel delivery system, fuel tank, lines and hoses-Air cleaner assembly-Cruise control-Emission controls, Engine controller, sensors and relays related to the fuel

system-Data recording review, Copilot, DRB and STARSCAN software update

procedures-Flashing concerns related to PCM/ECM/TCM.

Body/Chassis Group -ABS and Base brake systemsComponent Codes 02, 05, 10, 13, -Wheels and tires17, 19, 22, 23 -Steering

-Suspension and frames-Sheet metal, Body sealing, glass, sunroof-Interior components and systems-Moldings, bumpers, exterior lights and convertible tops-Paint and metal finish

Audio/Video/Navigation/ -Radio, clocks and entertainment systemsTelematics GroupComponent Code 8A

Electrical Group -Instrument panel and clusterComponent Code 08 -Body wiring and lighting

-Fuel sending units and level reading issues-Passive restraint systems-SKIM, Theft alarm, and remote keyless entry concerns-Alternator, battery, starter, relays-Body controllers and other modules, except PCM/TCM




6:00 PM

-Module flashing concerns related to all modules EXCEPTPCM/ECM/TCM.

STAR News Feedback [email protected]

Contacting STAR for Assistance Tips

Have the Ticket number, tests performed and results with you when calling for assistance.

Concerns that cannot be duplicatedWithout being able to duplicate the customer’s concern and gathering certain data, there istypically very little technical assistance that can be provided. A call to the STAR Center may be awasted effort. We recommend the following be performed before calling:

1) Review warranty history2) Review any previous repair attempts on same complaint3) Review Quick Hits for similar issues4) Perform 6 Step Diagnostics5) Make sure customer process is documented6) Ask additional questions to the customer7) Install vehicle data recorder8) Drive vehicle and try to duplicate9) Wait for reoccurrence

Diagnostics not performedPlease complete basic diagnostics prior to calling, including the 6 Step Diagnostics. The STARcenter should be utilized for concerns that required high level technical assistance.

Information already availablePlease utilize search functions, such as TechConnect and the search feature in Tech Connectcalled Quick Hits. You will be asked upon calling the STAR Center if you have completed thissearch which provides STAR Online, SB’s, Recalls, RRT’s and Tech Tips (GPOP) along withservice and wiring information.

The caller is not the Tech working on the vehicleThe person working directly on the vehicle should be calling so that proper technical assistancecan be provided. Time is wasted when all details of the issue and work already completed is notreadily available.

Vehicle is not at the dealershipDo not call if the vehicle is not at the dealership. Calling to try and get information prior to seeingthe vehicle or doing a complete diagnosis is a misuse of the STAR Center Agents and extends thehold time for other technicians requiring assistance.

***Please pass the word to all the Service Technicians at your Dealership. Thank you! ***




6:00 PM

IVR PHONE SYSTEM OVERVIEWBeginning September 23, 2010, the STAR Center launched an enhancement to the current IVRprocess. The intent of the new process is to improve technician access to STAR. This isaccomplished by requiring a ‘Request for Technical Assistance’ be completed in TechCONNECTprior to contacting STAR. Requests for assistance will generate Ticket numbers the technicianmust then use to call STAR. Please keep in mind that requests made by technicians with traininglevels 1 and 2 for that specific problem will only be able to receive an e-mail response to thatspecific request. If you call STAR with a ticket number that is not authorized, the IVR will directyou back to TechCONNECT to review your e-mail response.

Service Managers will be able to call STAR after creating a ticket using their Sid regardless oftraining levels.

A few helpful hints to consider when calling in for assistance:

It will be helpful to call from a less noisy location than the shop floor. Try to find a locationwhere there is less noise or other conversations in the immediate area. We anticipatethat this will improve your calling experience and interaction with the new IVR system.

Ensure that the phone that you are calling from is in good working condition and is free ofexcessive static or noise. It is also recommended that you do not use the hand freeoption or a headset/amplifier setup when placing you call.

If you know your option, you do not have to wait for the entire message to play beforespeaking your choice. You are encouraged to “Barge In” with your selection.

After the initial welcome message, you will be presented with 3 choices:

1. Enter your Technical Assistance ticket number2. Say “Mopar Accessories”3. Say “Part or Labor Op Restriction”

If you enter a valid ticket number, your call will be routed to the correct group of the StarCenter.

If you requested “Mopar Accessories”, your call will be transferred to the MoparAccessories group.

If you entered “Part of Labor Op Restriction” you will be prompted for:

1. S-ID2. Vin3. Part Number




6:00 PM

Items to keep in mind: Speak your responses in a normal tone of voice. You do not have to yell or place special

emphasis on the numbers or letters. If you have problems speaking the information, youcan use the keypad on your phone to enter it.

The two digit component group is the area in the service manual that you would expect tofind the diagnostic information (e.g., Group 14 is Fuel, Group 8 is Electrical, Group 25 isEmissions).

*NOTE* If you default to manual input using the key pad, you will need to complete theremainder of the inputs using the keypad only. The voice recognition software willassume that you are in a noisy environment and will disregard any additional voiceinputs.

STAR News No. 86 · 6.2L Hellcat Engine (ESD sales code): 1. For catastrophic engine failures, it is important to change the oil cooler and cooler lines to avoid re- introducing any

Documents