A beautiful mind: Understanding the role of a Parts Interpreter

For most of us, when we hear the term ‘interpreter,’ we picture someone deciphering and finding meaning in a spoken language. The term not only applies to language or words but of course can apply to the understanding of any piece of information or communication.  

Within an automotive dealership, a crucial yet often overlooked role is that of the Parts Interpreter, who is responsible for addressing a diverse array of technical challenges and providing effective solutions.  

As part of the aftersales team, they work directly with customers, technicians in the workshop and their sales departments to interpret information provided and recommend the correct part, component, offering or solution.  

We caught up with Isuzu’s National Parts Sales Manager, Joel Gledhill, to find out more about the role of parts interpreters in the automotive space.   

Joel began his career in the parts department of a small truck dealership in rural Victoria, where he started as a delivery driver. Joel eventually rose through the ranks to become a Parts Interpreter and now leads one of the largest truck parts and accessories sales operations in the southern hemisphere supporting Australia, New Zealand, and South Pacific region.   

Joel Gledhill – Isuzu National Parts Sales Manager 

Q: Why is the role called Parts Interpreter?  

Joel: It's definitely an old-fashioned job title, which dates back well over 50 years, but essentially a Parts Interpreter is the go-to parts expert within a dealership.   

They are there to process information from customers and offer advice on parts to maintain or fix issues with their vehicle.   

It is a consultation process, where the skill is not just knowing the options on parts, but using a combination of product knowledge, experience and input from technicians themselves, to recommend the right parts for customers.      

Q: Do they have a customer facing role?  

Joel: Absolutely. They are the ones who the customer will generally speak with first and foremost. This could be an owner-driver with somewhat little knowledge, through to a third-party repairer who will have a string of more technical questions.   

The critical skill is taking information coming from customers and interpreting what options they need to look at based on a range of factors.   

Questions could include, ‘I was surfing the web and saw this,’ through to, ‘I really don’t know where to start and I need help with…’ It is a crucial position within the dealership where good communication is essential to customer satisfaction.  

Q: How have things changed for the role over the years?  

Joel: Technology has come a long way. From piles of printed parts catalogues and microfiche films, through to now having on-line information including 3D CAD images and details around fitment, plus, information on what is required in terms of ancillaries that work with those particular parts.   

Again, the skill of a parts interpreter is taking the details from the customer, making sense of it and then providing the options to a customer to enable them to make an informed choice.  

Q: What are some of the tools available for a parts interpreter?  

Joel: In the case of Isuzu, we’ve just released an entirely new range, so we’ve bolstered what we call our ‘electronic parts catalogue.’   

This means we’ve added our new range of new parts options to an online, easily accessible catalogue. So, if you were looking for new emissions systems, for example, they're still in the same section of the online catalogue with an updated drawing from which parts can be interpreted.   

With over 120 models, Isuzu has a massive parts list, which includes heritage models right through to the 100,000-odd registered trucks that are less than 10 years old out on the Australian roads. So, the needs of all these varied customers and their different applications must be taken into consideration.  

Isuzu stocks some 35,000 lines of stock, so that really underlines the options on parts which interpreters must have knowledge of and provide advice on.  

Q: What’s the future of the Parts Interpreter role?  

Joel: The role really is irreplaceable.   

Knowledge in terms of the parts, customer applications, right down to local conditions and vehicle history - all goes into the interpreting skill set.   

As is the case with many OEMs, there are ongoing updates to products, which could be the components themselves or regulatory requirements perhaps. We therefore put a major focus on ensuring the interpreters are provided with these updates either via bulletins or other communications, or more formal training to ensure they have all the information at hand.   

Q: What are the career prospects for a Parts Interpreter?  

Joel: The demand for skills like parts interpretation continues to be high and OEMs are always looking to continue developing this area of the business.    

The knowledge combined with on-the-job training is a great combination for people looking to improve themselves and forge a long-term career in automotive.   

Properly skilled people are not only a benefit to a dealer network, but critical for the customer. Truck or car owners can feel confident that they are getting advice from highly skilled and trained people, which ensures they have confidence in the product and those who are providing the ongoing back-up.   

Q: So, there’s no set personality for a Parts Interpreter?  

Joel: Definitely not. But what I can say is that I see many people grow in confidence in the role because they are part of the decision-making process, and their product knowledge is highly valued.   

From my own experience, I discovered a strong sense of belonging and professional growth by working alongside a dedicated and skilled team. This environment enabled me to build confidence and gain valuable expertise, ultimately leading to my current position with a global powerhouse.  

So, it really is a great opportunity for many people to either stay within a dealership or look to travel and use those skills to expand their career opportunities.  

Need to understand how service scheduling is carried out? Check out this blog on maximising uptime for your truck.  

Check out career opportunities at Isuzu