Feature -- by Mark Sproxton

Reaching up and grabbing the tip of the new sports car's hood, an easy push sets it closed and the work on this vehicle complete. With a courteous smile, a friendly wave and "Thank you" the lube shop worker gets set for the awaiting pick up truck and the next patron. To Monn Moeun, manager of the McLeod Trail Mr. Lube, one is just as important as the other.

Working under the hood is where Monn Moeun spends much of his time.

"Most people think we're here to service cars," he explains. "Mostly we're here to service people." And it's that interaction with clients that Moeun likes most, and least, about his work. "The best thing is the customer experience. If I didn't work here I wouldn't know how to work with customers. The worst thing is the angry customers." But after four years on the job, he has a good idea of how to handle these situations. "Show compassion and get their trust. You've got to realize they're not yelling at you, they just need someone to yell at and you're the guy. As soon as you get their trust they're not going to yell at you."

Moeun's interest in cars goes back years. In fact he said he still spends most of time, and money, on cars. This initial interest lead to him apply at Mr. Lube. "It was supposed to be a part-time job while I was going to school," he said. "I started working and kept working. I started as a technician and worked my way up." The training he took, which is offered online by Mr. Lube to employees via computers in each shop's staff room, allowed him to eventually move from technician to senior technician to supervisor to manager.

"Everything we do is online," he said. "(It's) about 20 per cent hands-on and 80 per cent on the computer. If you don't know how to use a computer this helps and if you're not good at speaking with customers this will help too. (It's) everything you need to know, how do deal with employees, stress management, how to service a vehicle.... It mainly is customer service."

In his managerial position Moeun's day will consist of checking statistics from the previous day to see how much and what kind of work was accomplished. He will also deal with any employee questions, but spend most of his time on the cars so he can use his experience to show others in the shop how they should approach the work. While on the cars he is part of a team working on the ground and below ground to change engine oil, transmission oil, filters, belts, clean fuel systems and other maintenance items. He works 40 hours a week and three weekends a month.

Moeun said those who are patient, eager to learn and open minded make good service technicians. Even those with little mechanical aptitude do well, he said, because the training program allows them to learn the required skills properly without developing bad habits. Employees will have to pay a certain percentage for their uniforms. Pay will depend on position and experience.

Besides the odd day of standing in 30 C weather in black uniforms, Moeun said work as a lube service technician is great place to begin a career. "It's a good stepping stone," he said. "If you want to get into the mechanical side you can get into it. If you want to get into the customer service side, it teaches you that too."