Behind the Glass: An Interview with Thomas, Lead Technician at UK Car Glass

Quality Check of the New Glass

Nino: Thomas, before any work starts, what’s the first thing you do when you arrive at a job?

Thomas: Actually, the first thing I do happens before I even arrive: I always call the customer to let them know I’m on my way.

It’s a small thing, but it helps build trust and gives me a chance to confirm access details or parking.

Once I get there, I like to meet the customer, get the keys, and make sure I have full access to the vehicle. I’ll often encourage them to head back inside while I work — not because I’m unfriendly, but because it helps me stay focused.

There are a few critical moments during a replacement where precision really matters, and I prefer not to have someone watching over my shoulder or trying to chat when I’m mid-process.

After that, the very first step is a thorough inspection of the replacement windscreen.

I make sure the glass matches the exact make, model, and year of the vehicle — including sensors, tints, and all fittings.

Nino: Why is that so important?

Thomas: It might sound simple, but small differences matter. Every car spec can vary — and sometimes, even suppliers make honest mistakes during the pick-and-pack process.

Maybe the wrong variant gets pulled off the shelf, or occasionally the glass arrives with a light scratch from handling. It doesn’t happen often, but it does happen.

That’s why I always unwrap and inspect the glass before removing the old one. The last thing you want is to find an issue when your customer’s car is already mid-job. It’s a small habit that prevents a big headache later.

Cutting Out the Old Windscreen

Nino: Once everything’s stripped back and the fittings are off, how do you actually remove the old windscreen?

Thomas: That’s where the real precision work begins. I use specialised cutting tools — usually an Easy Wire system — to separate the damaged windscreen from the car’s frame.

Nino: Sounds like something that could easily go wrong if you’re not careful.

Thomas: It can, yes. The goal is to lift out the glass cleanly without scratching the paint or damaging the frame underneath. Every millimetre matters.

I use a protection board between the wire and the dashboard, and I move it constantly as I work my way around the screen. It’s what keeps the interior trim and paint safe.

Nino: So it’s not just strength — it’s finesse.

Thomas: Exactly. People sometimes think it’s just about pulling a screen out, but it’s a delicate balance. The wire can actually snap midway through the cut — when that happens, you have to stop, thread a new one, and start again from a secure point. It takes patience and a steady hand, not brute force.

Windscreen Calibration

Nino: Once the new windscreen is in place, are we done — or is there more to it for modern cars?

Thomas: For most newer vehicles, we’re not done yet. That’s where calibration comes in.

Cars with ADAS — Advanced Driver Assistance Systems — rely on cameras and sensors mounted on the windscreen.

These control safety features like lane assist, adaptive cruise control, and emergency braking.

When you change the glass, those systems need recalibrating to make sure they’re reading the road correctly.

Nino: That sounds like a big shift in the job compared to a few years ago.

Thomas: It really is. This part of the work has changed a lot recently. A lot of the old-timers still see it as just a piece of glass — and I get that, because that’s how it used to be.

Some don’t want to calibrate or even learn how to do it. Others believe it’s not necessary if there are no warning lights after the replacement.

But that’s simply not true. A car can look fine but still be dangerously out of alignment.

Nino: So how do you make sure everything’s actually working as it should?

Thomas: That’s where diagnostics come in. I always run a full scan before I start, and again once the new screen is fitted.

If there’s an error before the job, it’s important to document that — otherwise, if the same error shows up after replacement, the customer might think it’s something we caused.

Having that baseline means there’s no doubt where the issue started.

Nino: Makes sense. So what types of calibration are there?

Thomas: There are two main types — Static and Dynamic. It all depends on the vehicle model and manufacturer requirements.

We’ve got a mobile unit with the necessary equipment to perform static calibrations on-site, which is handy because it saves the customer a trip.

But not all calibrations can be done that way. Some still need to be performed in a workshop environment.

Nino: And if it can’t be done on-site?

Thomas: Then it becomes a two-part process. I can replace the glass at the customer’s location, and they drive to the nearest calibration centre afterward.

But that can complicate things — some customers don’t like the extra step or don’t fully understand why it’s needed, so booking them in for a separate calibration can be tricky.

Personally, I prefer to get it all done in one go.

Nino: What about dynamic calibration?

Thomas: I do dynamic calibration myself, which means taking the car out for a drive so the system can self-adjust.

But it’s only successful under the right conditions — clear weather, proper road markings, and good visibility.

If it’s raining or foggy, it won’t calibrate correctly, and I have to come back the next day.

Nino: Sounds like a lot more variables to manage compared to the old days.

Thomas: Absolutely. I’ll be honest — I’m not crazy about calibration. It’s mandatory and needs to be done right, but I still prefer a car without a camera.

Those are getting rarer now, though. That’s just how the job’s evolved.