Timo Weis is a master automotive technician. He enjoys tinkering with racing cars in his spare time and is one of the specialists who deal with the problems of hobby mechanics, workshops and wholesalers on the Continental Hotline. He tells us here about some of his experiences and how he provides help.
When Timo completed his training as a motor vehicle mechatronics technician in 2008, he probably never imagined that he would one day be answering questions about the chemical composition of brake fluid. Together with his colleagues, Timo Weis – now a master automotive technician and a Continental Hotline specialist since 2016 – helps where he can, even if he is not prepared for every question. “You never know what topics a new day will bring,” he says: “That’s what makes it so exciting.”
Ford, Ferrari, technical jargon? What kind of questions are asked on the Continental Hotline?
Timo and his colleagues encounter some topics more than others. During the tire change season, for example, he gets lots of inquiries about the Continental TPM (tire pressure monitoring) systems. He also helps to identify Continental components and researches the availability of suitable spare parts. From Alfa Romeo to Zastava, he has to have all the info at hand. “But sometimes it’s also about agricultural machinery, buses or refrigerators.” Refrigerators? Yes, the brake brand ATE with its more than 100-year-old history – today a product brand of Continental – used to manufacture refrigerators! “Then I can only help to a limited extent and I try to refer them to other people who can answer their questions,” says Timo with a grin.
Do you have a technical question? How to get professional help:
“The advantage of our hotline is that only experienced specialists answer the phone. So in most cases we can quickly explain what needs to be done,” Timo explains. When things get more complicated and technical, vehicle-specific details are needed and he carries out the necessary research. “To get the right answer, you need to know whom to ask and from whom you can obtain the relevant information.” When he has the information, he calls back. In particularly complicated cases, he’ll also call back after a while and ask if the problem has been solved.
Different levels of knowledge? No problem.
It’s not always easy to get to grips with how much a caller knows. “We get calls from people with all different levels of knowledge: private individuals, hobby mechanics, professionals and dealers. Our job is to find the right answers for everyone.” Important information is often lacking for an error analysis. “Asking for all this information over the phone is not always easy. It takes time, but with the right questions you can usually get it worked out together with the customer on the other end.”
Which topics have been increasingly requested lately?
Timo and his colleagues have an average of 250 contacts per week – via e-mail, telephone or through a new hotline option: live chat. The number of calls will probably keep increasing too, because Timo and his colleagues know one thing for sure: “Many workshop owners are uncertain about the increasing number of sensors and smart technologies in vehicles,” he says. “Technology is becoming more and more complex. We try to provide guidance and reassurance. After all, there are now also many smart tools that make dealing with smart components much easier. Users don’t have to know how to program things themselves.”
So what does a hotline employee do after work?
Timo’s boss doesn’t want his people to become pure theoreticians. Regular mechanical tinkering and gaining experience are part of the compulsory program. He doesn’t have to worry about that aspect with Timo, who is a passionate mechanic with good private contacts to workshops. And when the father of two finds the time, he pursues his hobbies: he’s a big fan of motorsports and a racing car mechanic. So even in his spare time, he makes sure that everyone can really step on the gas again!
How to reach the Continental Hotline
Telephone: +49 69 150 40 150 (At the regular landline tariff of your telephone provider)
The hotline is available from 9 a.m. to 12 and from 1 p.m. to 5 p.m.
Which topics does the hotline help with? ATE, VDO, TPMS, diagnostic equipment, Continental windshield wipers, filters and batteries.
Queries by e-mail:
For ATE: ate.hotline@continental.com
For Continental and VDO: replacementparts@continental.com
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