Since 1971, Santa Cruz County residents have relied on Ernie’s Service Center in Felton to maintain and repair their automobiles. From factory-scheduled service to advanced engine repair to heating and air conditioning work, Ernie’s Service Center can service any vehicle, regardless of make or model, including RVs, diesels and hybrids. Santa Cruz native Ernie Devonshire Jr. has shared management duties with his son, Ryan, since 1993.

Ryan Devonshire credits his company’s success to its highly trained staff. “We really emphasize schooling for our techs, and we keep all our tools and equipment up-to-date.” Ernie’s Service Center’s philosophy is to keep business moving forward so customers get the best possible parts and service.

Mr. Devonshire says Ernie’s Service Center always stands behind its work. It provides a 24,000-mile/24-month warranty on all work except engine and transmission replacement. The company also helps its customers maintain their vehicles with periodic email reminders of scheduled services. The emails include a link to the service center’s database, which customers can use to check their car’s history of maintenance and repairs.

Mr. Devonshire says customers who take their cars to Ernie’s Service Center can be sure its service advisors and technicians will listen to their concerns. “We’ll talk to you and focus on your specific needs,” he says. “For example, we don’t group customers into ‘the brake job’ and ‘the engine job.’ Every customer and car is an individual, and we respect them as such.”

Auto repair technology is constantly changing, so make sure your auto shop stays concurrent with the times.

When Ryan Devonshire, co-owner of Ernie’s Service Center in Felton, looks at the auto repair industry, he sees change. “It’s become very high-tech,” he says. “It’s not just nuts and bolts like it used to be.”

That means anyone who wants a career in auto servicing and repair needs to keep current with those changes. “It comes down to continuing education,” says Mr. Devonshire. “You need to make sure your credentials and certifications are up-to-date or you won’t be able to provide the service customers need, and you’ll lose your customer base.”

Use employment time as an indicator of high standards in training and experience. “Employee longevity and a low turnover rate say the owner trusts the employees and the technicians know what they’re doing,” says Mr. Devonshire. “Service centers with a high turnover rate either aren’t desirable places to work or simply can’t find good, qualified technicians.”

Thanks to the Internet, customers are becoming more knowledgeable about cars. “People will come to a shop with a print-out of a Google search that says what’s wrong with their car,” says Mr. Devonshire, “but what they’ve diagnosed may have nothing to do with what’s actually wrong.” This new customer knowledge and attitude requires service advisors and technicians to communicate, explain and educate. Mr. Devonshire says the best service centers are adept at communicating with their customers and explaining exactly what’s happening with their cars.

Q: Do you give free estimates?

A: No, because we don’t do quick, visual inspections. If we’re doing a brake inspection, for example, we’ll take the vehicle apart and thoroughly inspect and measure the wear on all the brake components. That’ll take about half an hour, and we have to charge for that. Also, when we’re doing an inspection, we’re checking to make sure everything is working; we’re not looking for things we can charge you for fixing.

Q: What’s the first thing I should do when my check engine light comes on?

A: On cars manufactured in the last 12 years or so, there are 35 to 40 sensors that could cause the check engine light to come on. It’s impossible to tell what the exact problem is without hooking up a scanner and reading the trouble code, but if the check engine light is flashing, that indicates a Type A, or ‘catalyst damaging,’ fault. In that case, stop running the car and have it towed to a repair shop. A solid light indicates a Type B fault. That’s less serious, but you still need to get the car into a shop as soon as possible.

Q: How do I know if my car needs a tune-up?

A: There are two ways. The first is to simply follow the manufacturer’s guidelines and have it serviced as recommended. The other way is to wait until the car is running roughly, you notice a drop in fuel economy, or it becomes hard to start in the morning.

Q: Why do I need to replace my oil every 3,000 miles?

A: The additives in oil become depleted after some 3,000 miles of use. The oil alone, without the additives, will increase wear on the engine. Over time, the oil will also become contaminated by fuel and dirt and need to be purged and replaced.

Q: What are the main causes of tire damage?

A: One is physical factors like nails and potholes. The other, which is less obvious but just as common, is poor alignment or worn suspensions.