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Optimizing EV repair: Best practices and solutions for common challenges

As EVs rise, repair shops must adapt with new tools and training. Dealerships should invest in specialized equipment to stay competitive.
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By Trisha Sirju , 

Vice President, Senior Risk Consultant, Marsh Advisory

02/20/2025 · 4 minute read

As electric vehicles (EVs) become more ubiquitous, the vehicle repair landscape has experienced a profound transformation. Basic tools and safety protocols have gained new importance, necessitating that both vehicle owners and repair shops adjust to this changing environment. EV buyers are also more likely to return to their dealership’s service department than independent shops, as they trust that technicians there are well trained and equipped for handling EV maintenance.

It is crucial for dealerships to adapt their fixed operations to meet the unique service requirements of these vehicles. To remain competitive in this evolving market, dealerships must invest in specialized equipment, train technicians, and explore new revenue streams. By proactively preparing for these changes, dealerships can position themselves for success.

Understanding the service needs for EVs

EVs require distinct service procedures compared to traditional vehicles. As more consumers transition to EVs, dealership service departments will need to focus on several key areas:

  • High-voltage battery maintenance: EVs rely on high-voltage batteries that require specialized knowledge and equipment for maintenance and repair. Technicians will need to be trained to handle these components safely and effectively.
  • Electric drivetrain services: Unlike traditional vehicles, EVs have electric drivetrains that involve different maintenance protocols. Understanding the intricacies of these systems will be essential for a service team.
  • Advanced software systems: EVs are equipped with sophisticated software that requires regular updates and diagnostics. Service departments will need to be adept at managing these software systems to ensure optimal vehicle performance.

While EVs may require fewer routine maintenance visits than traditional models, they introduce an opportunity to offer a range of specialized services that can enhance a dealership’s offerings. For instance, regular software updates, battery diagnostics, and monitoring systems specific to EVs will become critical components of service operations.

However, it must be said that servicing EVs changes the risk exposure of dealerships. The voltages used in EVs are significantly higher than those used in internal combustion engine electrical systems. Incautious servicing, repair, and maintenance of EVs can put workers at risk of electric shock, resulting in serious injury or death. Further, these batteries bring an increased risk of rapid thermal oxidation leading to catastrophic thermal runaway. Thermal runaway fires are self-sustaining and burn extremely hot. They are very difficult for firefighters to extinguish, especially those who are untrained.

To help ensure their organization remains profitable and their employees and patrons are safe, dealerships should consider undertaking the following actions:

  • Protect your technicians: Dealerships must provide their technicians with the appropriate personal protection equipment for EV maintenance, including high-voltage gloves, face shields, specialized clothing, dielectric safety boots, insulating mats, and rescue hooks.
  • Mitigate your fire risk: It is essential to establish a clearly marked caution zone, equipped with barriers and appropriate signage in the dealership. This setup will help ensure the safety of technicians and equipment, as well as protection of customers, thereby minimizing the risk of accidents. Additionally, all vehicle charging stations should consistently deliver the precise amount of energy needed to charge the vehicle’s battery without exceeding safe limits.
  • Invest in specialized equipment: Equip your service department with the tools necessary for EV maintenance and repair. These may include battery diagnostic tools, specialized lifts, voltage detectors, and non-conductive tools.
  • Properly train your technicians: Ensure that your technicians receive comprehensive training on EV technology and repair procedures. This investment in education will empower your team to handle the unique challenges posed by EVs confidently.
  • Explore new revenue streams: Look for opportunities to generate income through EV-related services. These could include offering battery health checks, software updates, dealership/service signage, and even EV charging station installations.
  • Offer extended warranty programs: As dealerships know, having a comprehensive suite of finance and insurance protection products can drive significant revenue growth and foster stronger customer relationships. Since glitches are to be expected and customers will likely be loath to fix issues themselves, extended warranty programs can create an ongoing opportunity for fixed operations.

By embracing these changes and preparing for the future of automotive service, dealerships may not only meet the demands of the growing EV market but also enhance overall safety and profitability. The transition to EVs is not just a challenge; it is an opportunity to innovate and lead in a rapidly changing industry.

For more information on how to protect your electric vehicles, please contact your local Marsh representative.

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