STAR Center News
May 2014

April Announcements

The STAR News link has always been
located in TechConnect on the home page
beneath the SEARCH Box as shown in the
graphic below. In addition STAR News will
now be accessible through other
communication channels including:

WHAT’S NEW! STAR
News to be published
Monthly in 2014

STAR Renewed Mission & Objectives:
1. Provide technical repair guidance to
successfully FIX CARS FAST.
2. Our goal is first contact resolution and
we now monitor the time it takes to
resolve every ticket and confirm the
vehicle is repaired.
3. We identify Top Issues to share with
Quality and Engineering for timely
resolution and publication of service
action (STAR On Line, Service Bulletin,
Manual Update, etc.).
4. We are making calls to Technician and
Service Managers to ensure the vehicle
is successfully repaired prior to closing
tickets.
DID YOU KNOW …
STAR receives on average 1,000 contacts per
day … that’s 300,000 annual contacts for
technical assistance.
This same month last year we had over 40,000
open aged > 5 days tickets. As a result of
focused efforts to verify vehicles are repaired
and close tickets the number is now at just
under 7,000 tickets.

We have reduced average days to close a
ticket by 50% from this same time last year.
Chrysler Group LLC
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STAR Center

No. 83

1. Link on the LMS (Academy Site)
2. Monthly Master Tech
3. Instructor Lead Training will include
a reminder of electronic file location
and hard copies, when possible
4. Via email subscription – details to
follow next month on how to submit
your email to receive a monthly
electronic copy of the STAR News.

Something to say?
Send up your questions, comments,
suggestions, etc…

STAR Center Manager
starmgmt@chrysler.com
STAR News Feedback
starnews@chrysler.com

Future publications will have standard monthly
content sections to include the following topics:

STAR Monthly Publication Contents
1. Letters from STAR Leadership
2. Technician Confirmed Repairs
3. Service Information Updates
4. ECS Enhancements & Updates
5. wiTECH Updates
6. New Repair Procedure Updates
STAR Center Hours of Operation
M-F 8am-Midnight * Sat 9am-6pm * Open thru Lunch

Monday – Friday
1-800-850-STAR

Saturday
8:00 AM – Midnight

9:00 AM –

STAR Center News
May 2014

The key to fixing a car quickly is open lines
of communication and information sharing
in both directions.

FROM STAR LEADERSHIP
KERRY MURAWSKI, LISA SACINO

Share Info To Fix Cars Fast!
Information is a critical component in fixing
cars quickly and accurately. Technical
Service Operations (TSO) has made many
changes
recently
to
improve
the
information that it provides to the field.
Open case follow up is one of those
improvements.
Many of you may have received a call from
one of our STAR agents or case closers to
check the current status of a vehicle or to
inquire if additional assistance is still
needed. If you indicate the vehicle is
repaired, we gather the repair information
to share with other technicians through a
TSB or creating a STAR On-line case. If
you indicate the vehicle is not repaired, our
agents are ready to assist further.
If you have open cases, stay involved with
STAR until it is repaired or ask for
additional assistance if the car is not
getting repaired in a reasonable amount of
time. STAR can escalate your case to the
next level to assist you, but you have to
stay engaged by replying with your test
results.
TSO has also engaged the Business
Centers to help identify vehicles that may
need additional assistance. We send out a
report to the BC’s each week of cases that
have aged without a resubmittal or case
closing. BC Tech Advisors review this list
and help work with dealers that have
unresolved vehicle issues.

Chrysler Group LLC
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No. 83

STAR is dedicated and focused on
reducing the amount of time a customer’s
vehicle is down or not repaired.
You also have a very important role in
fixing cars quickly. Ask for help when it is
needed and close your tickets out as soon
as you confirm the vehicle is repaired.
Everyone wins when we stay connected
and communicate our needs.
-----------------------------------------------------

2014 Cherokee (KL) Shift Quality
Flash Update
Coming in Mid - May, there will be a flash
available to help improve shift quality for
the 9 speed transmission in the Cherokee.
This flash will apply to any vehicle (KL) built
prior to May 5th 2014. The customer will
receive a letter informing them of this flash
and they will be instructed to contact their
dealership for service. In addition, there
will be a dealer notification via D-Mail,
along
with
a
publication
within
DealerCONNECT announcing the release
of the flash.
It is important to ensure your dealership
captures any other customer concern and
addresses it during this same visit in order
to minimize any customer inconvenience.
This is to include any incomplete RRT or
Service Bulletin that is accompanied with a
customer complaint.
----------------------------------------------------------

Monday – Friday
1-800-850-STAR

Saturday
8:00 AM – Midnight

9:00 AM –

STAR Center News
May 2014

No. 83

Nox Sensor Wiring Connection
Information
Here’s some important NOx Sensor
information to keep in mind when servicing
a DEF system-equipped diesel Ram
vehicle.
DO NOT attempt to disconnect the wire
harness between the NOx Sensor Body
and NOx Sensor Module (see images
below).

Fig. 4

NOx SENSORS THAT ARE RETURNED
WITH
THE
PLASTIC
INTERFACE
BROKEN MAY BE SUBJECT TO
CHARGEBACK.

NOx Sensor
Module

3.2L/3.6L Engine Noise
Recordings

To NOx
Sensor Body

To NOx
Sensor Body

NOx Sensor
Module

This is not a removable connection.
Sensors are being returned with the plastic
molded sensor interface broken (Fig. 4).

If your dealership receives any 3.2L/3.6L
with an engine noise that can be
duplicated,
Chrysler
Engineering
is
requesting a 10-second cell phone
video/audio
file
be
E-Mailed
to:
cem5@chrysler.com between now and
the end of July 2014. Please include the
last 8 of the VIN, the mileage and a
description of when the noise was
experienced (for example: cold start idle
whine, ticking at 25 MPH, etc.).
Note: The E-Mail file size must be less
than 10 MB in order to get through.
-----------------------------------------------------

L and W-Body Steering Column
Power Tilt Mechanism
Chrysler Group LLC
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STAR Center

Monday – Friday
1-800-850-STAR

Saturday
8:00 AM – Midnight

9:00 AM –

STAR Center News
May 2014
We have found that the connection for the
steering column power tilt mechanism
could be only partially ‘made’ at the
assembly plant (see images below). This
can result in the tilt function working initially
and then becoming inoperative at a later
time.

No. 83
If column still will not tilt proceed with
further root cause.
-----------------------------------------------------

MasterTech Updates
March 2014 MasterTech

“Tilt” continued on Page 4
“Tilt” continued from Page 3

If you have an L or W-Body vehicle with a
tilt steering column that is not functioning in
the height adjust (tilting) motion, attempt
this procedure before replacing the column:
Step 1 - Remove steering column opening
cover per service manual - 23 Body/Instrument Panel/COVER, Steering
Column Opening/Removal
Step 2 – The tilt motor is located on the
bottom side of the column. Disconnect the
connector to tilt motor.
Step 3 – Re-install connector to tilt motor
and check for proper operation.
Chrysler Group LLC
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STAR Center

Topic: 2015 Chrysler 200 New Model
Highlights
This Master Tech highlights several
features and functions of the new Chrysler
200. The presentation is organized by
vehicle systems, such as:
Engines,
drivelines, transmissions, and electrical
features.
When possible, the 200’s
features are compared and contrasted to
features on existing vehicles. Component
locations and system functions are
explained
and
demonstrated
using
graphics, photographs, and short video
clips.
Chrysler 200, Dodge Dart, Jeep
Cherokee Hoisting Tips
The advanced design and aerodynamic
features of the new Chrysler 200, Dodge
Dart, and Jeep Cherokee have caused
some issues with lifting the vehicles on
some service hoists. The purpose of this
brief lesson is to give technicians some tips
on damage-free hoisting of these vehicles.
The presentation explains and shows the
correct primary and alternate lifting points
on each of the three vehicles.

Monday – Friday
1-800-850-STAR

Saturday
8:00 AM – Midnight

9:00 AM –

STAR Center News
May 2014
April 2014 MasterTech
Topic: New Ram Promaster Diesel
Highlights
The April Master Tech presents highlights
of the new 3.0-liter EcoDiesel engine option
available for the Ram ProMaster. The
ProMaster is an efficient, roomy alternative
to standard rear-wheel drive vans; and the
diesel option takes it to another level.
Unlike the current V-6, 3.0-liter diesels,
offered in the Ram truck and Grand
Cherokee, the ProMaster EcoDiesel is an
inline, 4-cylinder engine with industrial
roots. The presentation covers the engine,
fuel
system,
turbocharger
and
aftertreatment,
automated
manual
transaxle, and maintenance and service
tips. Component locations and system
functions are explained using graphics and
photographs.
Techs’ Corner: A Quick Parts Warranty
Guide
Mopar and Magneti Marelli offer many
different warranty policies depending on
the type of parts and components, and how
they are sold. The April Tech News’
warranty summary was compiled to provide
technicians with a condensed warranty
reference.
The summary includes
information for several categories of Mopar
and Magneti Marelli parts.
“MasterTech” continued on Page 5
“MasterTech” continued from Page 4

Introducing the Fiat MasterTech
Program
Fiat History Highlights
To kick-off the Fiat Master Tech program,
the first lesson reviews some highlights of
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STAR Center

No. 83
Fiat’s history. Starting with founding of Fiat
at the dawn of the 20th century by Giovanni
Agnelli and several other investors in Turin,
Italy; and ending with a look forward to the
advent of Fiat Chrysler Automobiles, the
presentation uses historical photographs
and films clips to tell Fiat’s colorful story.
A Brief History of Master Tech
The second lesson briefly covers the rich
heritage of the Master Tech program. It
was 1947. After many years of economic
depression and wars, America was starting
to enjoy prosperity. By the late 1940s,
about 60,000 technicians were employed at
nearly 9,500 Chrysler Dealerships – with
only six company training centers. Training
all of the technicians at the training centers
was not a viable option.
Seeing this
predicament, the Chrysler and Plymouth
Service Division came up with a creative
solution. Instead of having the technicians
come to the training centers, they decided
to take the training to the technician. From
this idea, the Master Technician Service
Conference was born. The presentation
includes several graphics and video clips
from historical Master Tech presentations.
-----------------------------------------------------

Importance of Freeze Frame
Data!!!
It can’t be stressed enough how important
data is to diagnosing any condition. That’s
why anytime DTC’s are involved in any
vehicle problem, it’s vitally important to run
a Freeze
Frame Report so that all of the freeze
frame information can be captured. This is
especially critical if field technical
assistance has to go to engineering for

Monday – Friday
1-800-850-STAR

Saturday
8:00 AM – Midnight

9:00 AM –

STAR Center News
May 2014
help resolving a problem. It is very simple
to do and only takes an extra few seconds,
if you are already hooked up to the vehicle
and looking at fault codes. You simply go
to the “Reports” tab at the top of the
WiTech screen, click on “Run/View
Reports” and then double click on “Freeze
Frame Report”.
At this time, engineering is requesting that
you perform and save Freeze Frame
Reports, especially for 6.4L Big Gas (ESA
engine sales code) applications when there
are sensor fault codes setting (i.e. O2
sensor, crank sensor, EGR position sensor,
etc.).
-----------------------------------------------------

Electric Park Brake (EPB)
Operation
2014 KL and 2015 UF are our first vehicles
equipped with an Electric Park Brake (EPB)
system. Below are a few highlights of
system operation and where you can find
additional detail on functionality and service
information.


The park brake switch is located in the
center console.



To apply the park brake manually, pull
up on the switch momentarily. The
BRAKE warning lamp in the instrument
cluster and an indicator on the switch
will illuminate.



To release the park brake manually, the
ignition switch must be in RUN. Then
put your foot on the brake pedal and
push the park brake switch down
momentarily. Once the park brake is
fully disengaged, the BRAKE warning
lamp and the switch indicator will
extinguish.

Chrysler Group LLC
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STAR Center

No. 83
“EPB” continued on Page 6

“EPB” continued from Page 5







The park brake can also be
automatically released. With the engine
running and the transmission in gear,
release the brake pedal and depress
the throttle pedal. For safety reasons,
your seatbelt must also be fastened.
The new Auto Park Brake feature can
be used to apply the park brake
automatically every time you park the
vehicle. Auto Park Brake can be
enabled and disabled in the Settings
menu in Uconnect®.
Safehold is a new feature that will
automatically apply the park brake
under certain conditions. The EPB
monitors the status of the driver’s seat
belt, driver’s door and pedal positions to
determine that you may have exited
while the vehicle is still capable of
moving, and will then automatically
apply the park brake to prevent the
vehicle from rolling.

For more operational detail, along with
service information, log onto TechConnect
and go to 08 - Electrical / 8E - Electronic
Control Modules / MODULE, Electric Park
Brake / Operation.
-----------------------------------------------------

New Service Bulletins, RRTs and
Recalls
This is a reminder for anyone that needs to
know what’s new regarding Service
Bulletins, RRTs and Recalls. We provide a
“one-stop-shop” for your service info
needs. Log on to TechCONNECT. On the