it sector

Free Workshop Manager Course (6Months)

Workshop Manager:

Brief Job Description

A Workshop Manager is responsible for the overall management and service aspects of a workshop. The individual manages repair and maintenance of the vehicles in the workshop and also ensures proper functioning of workshop as per the guidelines of the OEM and manages workshop personnel..

Personal Attributes

An individual on this job must have good communication and interpersonal skills in addition to being a team player, as the job requires coordination with various internal and external stakeholders (like components dealers and ﬁeld service manpower) to manage the workshop. The individual should have participative leadership skills to lead an effective team of technicians, supervisors and workshop support staff to motivate, train and provide overall work direction to the workshop staff. The individual must also have some ﬁnancial knowledge to understand and monitor the overall proﬁtability of the workshop. The individual should be systems and process oriented person to ensure various procedures and processes in the workshop.

Plan and organise work to meet expected outcomes:

Elements and Performance Criteria

Work requirements including various activities within the given time and set quality standards

To be competent, the user/individual on the job must be able to:

PC1. keep immediate work area clean and tidy

PC2. treat conﬁdential information as per the organisations guidelines

PC3. work in line with organisations policies and procedures

PC4. work within the limits of job role

PC5. obtain guidance from appropriate people, where necessary

PC6. ensure work meets the agreed requirements

Appropriate use of resources

To be competent, the user/individual on the job must be able to:

PC7. establish and agree on work requirements with appropriate people

PC8. manage time, materials and cost effectively

PC9. use resources in a responsible manner

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the organisations policies, procedures and priorities for area of work, role and responsibilities in carrying out that work

KU2. the limits of responsibilities and when to involve others

KU3. speciﬁc work requirements and who these must be agreed with

KU4. the importance of having a tidy work area and how to do this

KU5. how to prioritize workload according to urgency and importance and the beneﬁts of this

KU6. the organisations policies and procedures for dealing with conﬁdential information and the importance of complying with these

KU7. the purpose of keeping others updated with the progress of work

KU8. who to obtain guidance from and the typical circumstances when this may be required

KU9. the purpose and value of being ﬂexible and adapting work plans

KU10. how to complete tasks accurately by following standard procedures

KU11. technical resources needed for work and how to obtain and use these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. write in at least one language

GS2. read instructions, guidelines/procedures

GS3. ask for clariﬁcation and advice from appropriate persons

GS4. communicate orally with colleagues

GS5. make a decision on a suitable course of action appropriate for accurately completing the task within resources

GS6. agree objectives and work requirements

GS7. plan and organise work to achieve targets and deadlines

GS8. deliver consistent and reliable service to customers

GS9. check own work and ensure it meets customer requirements

GS10. anomalies to the concerned persons

GS11. analyse problems and identify work-arounds taking help from

GS12. apply own judgement to identify solutions in different situations

Work effectively in a team:

Elements and Performance Criteria

Eﬀective communication

To be competent, the user/individual on the job must be able to:

PC1. maintain clear communication with colleagues

PC2. work with colleagues

PC3. pass on information to colleagues in line with organisational requirements

PC4.. work in ways that show respect for colleagues

PC5. carry out commitments made to colleagues

PC6. let colleagues know in good time if cannot carry out commitments, explaining the reasons

PC7. identify problems in working with colleagues and take the initiative to solve these problems

PC8. follow the organisations policies and procedures for working with colleagues

PC9. ability to share resources with other members as per priority of tasks

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the organisations policies and procedures for working withcolleagues, role and responsibilities in relation to this

KU2. the importance of effective communication and establishing goodworking relationships with colleagues

KU3. different methods of communication and the circumstances inwhich it is appropriate to use these

KU4. beneﬁts of developing productive working relationships withcolleagues

KU5. the importance of creating an environment of trust and mutualrespect

KU6. whether not meeting commitments, will have implications onindividuals and the organisation

KU7. different types of information that colleagues might need and theimportance of providing this information when it is required

KU8. the importance of problems, from colleagues perspective andhow to provide support, where necessary, to resolve these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete well written work with attention to detail

GS2. read instructions, guidelines/procedures

GS3. listen effectively and orally communicate information

GS4. make decisions on a suitable course of action or response

GS5. plan and organise work to achieve targets and deadlines

GS6. check that the work meets customer requirements

GS7. deliver consistent and reliable service to customers

GS8. apply problem solving approaches in different situations

GS9. apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

Maintain a healthy,safe and secure working environment:

Elements and Performance Criteria

Resources needed to maintain a safe, secure working environment

To be competent, the user/individual on the job must be able to:

PC1. comply with organisations current health,safety and security policies and procedures

PC2. report any identiﬁed breaches in health,safety, and security policies and procedures to the designated person

PC3.. Coordinate with other resources at the workplace to achieve the healthy, safe and secure environment for all incorporating all government norms esp. for emergency situations like ﬁres,earthquakes etc.

PC4. identify and correct any hazards like illness, accidents, ﬁres or any other natural calamity safely and within the limits of individuals authority

PC5. report any hazards outside the individuals authority to the relevant person in line with organisational procedures and warn other people who may be affected

PC6. follow organisations emergency procedures for accidents, ﬁres or any other natural calamity

PC7. identify and recommend opportunities for improving health,safety, and security to the designated person

PC8. complete all health and safety records are updates and procedures well deﬁned

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. legislative requirements and organisations procedures for health, safety and security and individuals role and responsibilities in relation to this

KU2. what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace

KU3. how and when to report hazards

KU4. the limits of responsibility for dealing with hazards

KU5. the organisations emergency procedures for different emergency situations and the importance of following these

KU6. the importance of maintaining high standards of health, safety and security

KU7. implications that any non-compliance with health, safety and security may have on individuals and the organisation

KU8. different types of breaches in health, safety and security and how and when to report these

KU9. evacuation procedures for workers and visitors

KU10. how to summon medical assistance and the emergency services,where necessary

KU11. how to use the health, safety and accident reporting procedures and the importance of these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete accurate, well written work with attention to detail

GS2. read instructions, guidelines/procedures/rules

GS3. listen and orally communicate information

GS4. make decisions on a suitable course of action or response

GS5. plan and organise work to achieve targets and deadlines

GS6. build and maintain positive and effective relationships withcolleagues and customers

GS7. apply problem solving approaches in different situations

GS8. analyse data and activities

GS9. apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

Manage customer relationship and quality service:

Elements and Performance Criteria

Manage the total customer satisfaction with enriching & pleasant customer experience

To be competent, the user/individual on the job must be able to:

PC1. . analyse and comprehend all customer requirements and needs

PC2. . document complete customer requisites and assess them

PC3. . deliver and assist in delivering as per the noted requirements

PC4. . understand complete customer queries and complaints

PC5. . document all customer queries in the prescribed format of the organisation PC6. ensure least turnaround time for any customer query handling/redressal especially issues related to warranty claims and other performance related issues

PC6.. ensure least turnaround time for any customer query handling/redressal especially issues related to warranty claims and other performance related issues

PC7. . maximise customer satisfaction through pleasant and excellent customer experience within the organisations framework

PC8. . document feedbacks and reviews from the customers & implement within the framework of the organization

PC9. . maintain a healthy & professional relationship with the customers especially key accounts and inﬂuencers in the market

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. standard operating procedures within ones own organisation

KU2. standard operating procedures for query and complaint reporting along with their redressal mechanism in the organisation

KU3. framework and guidelines as prescribed by the organisation for query and complaint redressal

KU4. customer Relationship Management (CRM) related framework provided by the organisation

KU5. terms & conditions agreed between the respective auto component/ aggregate and the various OEMs/ OEM channel partners for supply, procurement of the various auto components/ aggregates

KU6. documentation requirements for each procedure carried out as part of roles and responsibilities as per the organizational guidelines

KU7. organisational and professional code of ethics and standards of practice

KU8. safety and health policies and regulations for the workplace

KU9. the technical speciﬁcations of various OEM vehicles and the different variant/ model of auto components/ aggregates used along with those of the competitor auto component manufacturer

KU10. detailed technical and performance speciﬁcations of the auto component for various OEM vehicles

KU11. how to collaborate with the organizational manufacturing engineering, product management teams along with the service team of the respective OEM vehicle and local channel partner service team

KU12. documentation requirements from the customers with respect to warranty claims and other performance related feedback on the for respective OEM vehicle

KU13. requirements of the customers and suggest delivery accordingly

KU14. software or format such as MS word, excel, PowerPoint and Management Information System (MIS)

KU15. software or format used to capture for Customer Relationship Management (CRM) within the organisation

KU16. how to capture customer voice/ feedback on the auto components/ aggregates for various OEM vehicles on price, performance, availability of spares, warranty & other service-related aspects etc.

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. create documents required on the job (including database on key customers/ accounts and major retailers, response or feedback forms, customer-query sheets, response or feedback sheets etc.)

GS2. either write or get it done from subordinates, a detailed failure report analysis in case of a failed component/ aggregate escalating to the auto component manufacturer

GS3. write in at least one language

GS4. read feedback from customers on warranty and other performance related aspects

GS5. read the speciﬁc requirements, queries that the customer may have on various auto components including any speciﬁc technical query

GS6. read brochures and technical speciﬁcations of the vehicle provided by the OEM and channel partner (Dealership)

GS7. read policies and regulations pertinent to the job

GS8. interact with the customers for getting their requirements, queries and feedbacks

GS9. interact with organisations internal stakeholders for eﬃcient customer relationship management interact with team members to work eﬃciently

GS10. analyse information and evaluate results to choose the best solution and solve problems

GS11. analyse any potential issue that may affect the performance of the vehicle and convey it in a timely manner

GS12. plan work assigned on a daily basis

GS13. follow up regularly on potential complaints, issues raised by the customer

GS14. ensure that customer needs are assessed and satisfactory service is provided

GS15. ensure that performance of the auto component is up to the mark and any pending issues or complaints are resolved in a timely manner according to the terms & conditions mandated by either the OEM or the auto component manufacturer

GS16. analyse all the complaints, queries or issues raised by the customers to either the OEM channel partner/ auto component dealer/ retailer in the market

GS17. deliver and act as per the organisation provided/guided resolutions

GS18. liaise with all stakeholders to ensure hassle-free resolution of the complaints by the concerned customer in a timely fashion

GS19. evaluate and identify areas of complaints from the customer affecting the performance of his vehicle

GS20. assess time and cost required for customer resolution based on complaints, problems or queries identiﬁed

GS21. evaluate and identify key customer experience enhancing areas

GS22. evaluate the information gathered from the customer complaint report and utilise it to identify timely resolutions

GS23. evaluate the information gathered from the market (including retail segment, key accounts/ customers and OEM along with the OEM channel partners) and use it to ensure higher customer satisfaction

Supervise and evaluate performance:

Elements and Performance Criteria

Supervise & evaluate performance of all subordinates and reporting executives

To be competent, the user/individual on the job must be able to:

PC1.. set goals and targets as per organisational directives for all reporting executives

PC2.. create quantiﬁed measures and metrics to analyse the performance deliveredby subordinates

PC3.. set tangible and achievable incentives for subordinates as per the goals andtargets assigned

PC4.. ensure and implement strict adherence of all activities performed bysubordinates to organisational guidelines

PC5.. monitor and supervise all the activities performed by subordinates and ensureoptimisation to achieve the set goals

PC6. evaluate performance of subordinates and reporting executives on thedesigned measures and metrics as per the guidelines of the Ogranization

PC7.. assist and support reporting executives whenever necessary or applicable

PC8.. document all performance indicators and metrics of subordinates in theprescribed format of organisation

PC9.. perform all appraisal related process ﬂow for subordinates, as per respectiveperformance documents

PC10. handover all the documents and appropriate support measures to humanresources department for oﬃcial records

PC11. ensure and implement proper process ﬂow for feedbacks and queries receivedfrom subordinates

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. standard operating procedures of the organisation for appraisals, incentives, promotions and performance evaluation

KU2. operating procedures for query and problem reporting and their redressal in the organisation

KU3. framework and guidelines prescribed by the organisation for query and problem redressal

KU4. framework and guidelines prescribed by the organisation for performance evaluations and based appraisals out of it

KU5. documentation requirements for each procedure carried out as part of roles and responsibilities

KU6. institutional and professional code of ethics and standards of practice

KU7. safety and health policies and regulations for the workplace

KU8. documentation requirements for appraisals and other performance evaluations of various subordinate positions

KU9. process ﬂow for performance evaluation, documentation and appraisals related with them

KU10. subordinate and reporting executives problems and queries and documenting it in the organisations prescribed format

KU11. redressal documentations mechanisms available in the organization and actingaccordingly in a timely manner

KU12. software or Format such as MS Word, Excel, PowerPoint and Management Information System (MIS) as prescribed by the organization

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. communicate information and ideas in writing so that the subordinates andpeers can understand

GS2. create documents required on the job (including requirement sheets, querysheets, response or feedback sheets etc.)

GS3. write at least one local language

GS4. read reviews from subordinates in terms of their requirements, queries andfeedbacks

GS5. read appraisal documents related with any of subordinating position

GS6. read policies and regulations pertinent to the job

GS7. interact with all subordinates to understanding their requirements, queries and feedbacks on various aspects within the organisation

GS8. interact with organisations internal stakeholders to ensure eﬃcient performance evaluation of the subordinates leading to higher levels of satisfaction and motivation

GS9. analyse information and evaluate results amongst the various available options or metrics on the performance indicators to choose best way to motivate subordinates through: rewards and recognition schemes promotion transfer to other work stream nominate for an executive training any other monetary or non-monetary beneﬁts

GS10. plan work on a daily basisto ensure higher levels of motivated within the teamsupervising wherever required and giving freedom and independence to thesubordinates to ensure high quality work output with minimum superiorguidance leading to holistic development of the subordinate

GS11. ensure all activities performed by subordinates and reporting executives is in sync with broader organisational goals to ensure higher customer satisfaction

GS12. analyse all the queries or problems posted by subordinates and ﬁnd an appropriate solution acceptable to the subordinates

GS13. deliver and act as per the organisation provided/guided resolutions

GS14. evaluate and identify all key requirements of the subordinates and try to solvevarious issues to ensure higher motivational levels

GS15. assess additional cost burden as a result of various incentives schemes and other rewards & recognition schemes for the subordinates and take an optimum decision to ensure the overall proﬁtability of the organisation

GS16. assess additional cost burden as a result of various incentives schemes and other rewards & recognition schemes for the subordinates and take an optimum decision to ensure the overall proﬁtability of the organisation

Manage workshop operations:

Elements and Performance Criteria

Manage overall workshop operations and ensure implementation of proper systems

To be competent, the user/individual on the job must be able to:

PC1.. monitor overall workshop operations related to service, maintenance and repair of vehicles

PC2. . manage the workshop personnel across various level (including mechanic and back oﬃce team) keeping the overall volume of vehicles and ﬁnancial proﬁtability in mind as per the OEM guidelines: identify manpower gaps amongst the mechanics and other back oﬃce staff (including spare parts, service advisors, warranty etc.) for various workshop bays recruit trained workshop personnel that is competent enough to carry out the overall service and repair process of the vehicles as per the OEM guidelines allocate the supervisors/ service advisors/ mechanics/ technical specialist across the various bays in the workshop timely communication of incentive schemes and ensure proper distribution of the rewards / incentives to maintain higher levels of motivation amongst the workshop manpower

PC3. . evaluate performance of Workshop personnel and ensure proper training needs are assessed for existing employees & actual training for the newly recruited manpower as speciﬁed by the OEM speciﬁc technical training especially on the new technologies required for the workshop manpower and nominate people to attend those trainings (like CNG, BS-3 engines etc.) proper identiﬁcation of workshop manpower to attend trainings on service and repair aspects of newly launched vehicles or any other product refresh as introduced by the OEM periodically

PC4. . Ensure discipline and adherence of personnel to organisations regulations

PC5.. manage day to day trouble-shooting as a result of adverse performance of vehicles due to various components/ aggregates or any other escalation done by the customers

PC6. . ensure that service, repair and maintenance of the vehicles is done in a timely manner and within the cost estimates as per the OEM guidelines

PC7. . monitor faults, failure of the respective auto component/ aggregate and escalate the technical fault to the concerned person

PC8. . provide personnel protective equipment to all people working on the bays of the workshop to promote a safe working environment

PC9. . manage the maintenance of workshop facilities and other tools including ﬁxed equipment

PC10. . ensure full optimised utilisation of manpower and resources to achieve planned revenue and proﬁtability targets for the Workshop through both direct service & repairs as well as non-vehicular sales (including spares& lube/ aggregates, reconditioned aggregates and annual maintenance contracts)

PC11.. ensure quality of workmanship in all service, repair and maintenance and other workshop operations carried out

PC12. . ensure availability of spare parts, lubricants and other materials as per the requirements of the Workshop

PC13.. select right tools (including various special tools) /equipment/machinery needed for the Workshop as per the mandated OEM guidelines

PC14.. liaise with internal and external stakeholders to ensure smooth functioning of workshop

PC15.. report to the superiors on overall functioning of the Workshop and on any requirements/ challenges/ problems faced which needs his attention

PC16.. liaison with OEMs, vendors including ﬁeld staff for auto -components/ aggregate suppliers and other external stakeholders to ensure smooth functioning of workshop and help in early resolution of pending issues pertaining to the service and maintenance or performance related aspects of the vehicle

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. standard operating procedures of the Organisation/ Dealership for inspection, maintenance, servicing and repair of vehicles

KU2. standard operating procedures for servicing, repair and replacement of various auto parts/ aggregates mandated by the OEM

KU3. safety requirements for equipment and auto-components/ aggregates as prescribed by the OEM

KU4. documentation requirements for each procedure carried out as part of roles and responsibilities regarding the service, maintenance and repair across various job roles in a workshop as speciﬁed by the respective OEM

KU5. Organisational and professional code of ethics and standards of practice

KU6. safety and health policies and regulations for the workplace as well as for automotive trade in general (e.g. safe practices while working in pits/ under

KU7. the technical speciﬁcations of various OEM vehicular products as well as those manufactured by the competitors

KU8. the basic technology used in the overall functioning of various components/ aggregates (especially the core aggregates like engine, gear box, propeller shaft, clutch and brake assembly, transmission systems, axles etc.)

KU9. how to train and provide guidance (both technical and soft skills) to the workshop employees and staff in all matters relating to the overall automotive service, maintenance and repair of OEM vehicles

KU10. the technical aspects communicated from Service, Product planning or Quality control, R&D departments of the OEM (through various service circulars) are communicated to the workshop team though regular meetings to ensure proper adherence

KU11. various aspects of retro-ﬁtments to be speciﬁed batch of vehicles as indicated by service or production and planning department of the OEM

KU12. Purchase orders, invoices, job cards, feedback forms or any other service related documents as speciﬁed by the respective OEM

KU13. how to check and regularly monitor all tools and equipment for eﬃcient use& ensure timely calibration of the various tools &equipments as speciﬁed by the tool manufacturer

KU14. how to maintain manuals on vehicles repair and service and communicate the technical information to the workshop manpower

KU15. the plan and process required to carry out preventive maintenance schedules for workshop tools and equipment

KU16. how to liaise with suppliers to manage and ensure warranties and service guidelines

KU17. how to advice staff to deal with customers on various technical issues contributing to adverse vehicle performance in a professional manner to ensure customer satisfaction

KU18. how to create regular reports on service and workshop performance basis the vehicles attended by the workshop

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. communicate information and ideas in writing so others will understand

GS2. prepare all diagnostic and repair reports of various components/ aggregates in a vehicle along with the detailed failure or complaint investigation reports

GS3. prepare the overall proﬁtability report for the workshop including the vehicle inﬂow, spare parts consumption and the strategy highlighting the way forward to increase the overall proﬁtability

GS4. write in at least one language

GS5. read the reports and details mentioned on the job card, technician notes and warranty schemes

GS6. read and understand various service &maintenance circulars issued by the OEM/ auto- components manufacturer

GS7. interact with the customers in a professional and courteous manner even for the irate customers

GS8. interact with various stakeholders (including OEM, auto components ﬁeld service manpower or any other external agency) regarding warranty decision and other service and routine maintenance of the vehicles

GS9. interact with team members to work eﬃciently

GS10. decide the training needs (especially on technical aspects of new product introduction, existing product refreshes or any new technologies like CNG, BS3/4 etc.) required to improve the workshop personnel performance

GS11. decide the optimised process at the workshop to ensure smooth operations

GS12. analyse all options available regarding repair or replacement of the various aggregates/ components in a vehicles post diagnostic of the fault

GS13. plan work according to the required schedule and location

GS14. plan the daily operations at the workshop in the morning to ensure the smooth ﬂow of service & maintenance of the vehicles

GS15. ensure that service provided is of the highest order to ensure higher levels of customer satisfaction

GS16. ensure proper terms& conditions are conveyed to the targeted customer purchasing reconditioned aggregates or Annual Maintenance Contracts (Non – vehicular sales) to ensure higher customer satisfaction

GS17. ensure proper attention to off-road breakdown vehicle

GS18. identify complex problems and reviewing related information to develop and evaluate options and implement solutions

GS19. determine the critical problems that need urgent action

GS20. determine the appropriate action needed for the off-road breakdown vehicles to ensure timely attention is provided and vehicles is put on-road quickly

GS21. develop solutions for identiﬁed faults and issues in the various components/ aggregates of the vehicle and ensure that the necessary corrective action is performed in timely & cost effective manner

GS22. liaison with OEM Sales support or auto-component ﬁeld service functions to ensure proper arrangements and documentation as mandated by the OEM

GS23. analyse available information and evaluate results to identify the best solution available for the particular fault

GS24. evaluate the complexity of tasks to be performed in the workshop to determine its feasibility with respect to cost and time taken

GS25. use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

GS26. evaluate the information gathered from the job card/ technician notes, warranty claims and maintenance details and take appropriate action to ensure maximum customer satisfaction with overall performance of the vehicle

Liaise with other stakeholders for complaint resolution:

Elements and Performance Criteria

Liaison with other stakeholders for failure analysis and complaint resolution

To be competent, the user/individual on the job must be able to:

PC1. . establish smooth system for gathering technical information from the ﬁeld as well the competitors using the same components/ aggregates

PC2. . obtain suﬃcient information from the job card to understand the potential reason of the fault in the vehicle before communicating it to external stakeholders

PC3. . identify routine technical issues with the ancillary suppliers (including those supplying Fuel Injection Pumps, tyres, injectors, propeller shafts, axles, clutch and brake assembly or any other electrical equipment like horn, alternator, wiring harness etc.)

PC4.. establish good contacts with the various external stakeholders in quick resolution of the technical issues faced by the customer

PC5. . inform OEM product development & service team / auto-component ﬁeld team about technical and performance issues arising in the area

PC6. . handle customer complaints regarding product and escalate it concerned person in the OEM/ Component manufacturer through a detailed CIR (Complaint Investigation Report)

PC7. . manage the availability of spare parts through OEM or auto-components spare distributors

PC8.. handle problems related to break down of vehicles outside the premises of the workshop and ensure quick resolution of the issues so that the vehicle can be put on road quickly

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. standard operating procedures for service, repair and replacement of vehicles according to the mandated terms and conditions

KU2. standard operating procedures for servicing, repair and replacement of parts mandated by the OEM including the warranty terms & conditions of variousaggregates/auto components

KU3. safety requirements for equipment and components/ aggregates as prescribed by the OEM

KU4. documentation requirements for each procedure carried out as part of roles and responsibilities

KU5. institutional and professional code of ethics and standards of practice

KU6. safety and health policies and regulations for the workplace as well as for automotive trade in general (e.g. safe practices while working in pits/ under vehicles)

KU7. the required technical information on various components/ aggregates

KU8. warranty policies and terms and conditions for various aggregates/ components and communicate that to the customer along with escalation to superior authorities in case of any disagreement

KU9. the technical problems related with a particular breakdown situation and required procedures to bring the vehicle on-road quickly

KU10. the fault correction diagnosis and refer to the correct person for repair or replacement

KU11. how to manage availability of key spare parts, other accessories and vital components in case of urgent requirement for repair/ maintenance of the vehicle

KU12. how to liaise and coordinate with automotive spare parts manager, sales function and the manufacturing plant for the speciﬁc vehicles or auto component/ aggregate

KU13. the resolution/ redress mechanism for the technical issues pertaining to repeated customer complaints on the vehicle or any speciﬁc component/ aggregate

KU14. how to monitor product performance against the competitor, gather feedbacks and convey them to the concerned external agencies

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete and maintain workplace records

GS2. record all diagnostic inspections and tests carried out on a vehicle

GS3. convert the investigation/ diagnostics into a report that can be escalated to the OEM/ auto component manufacturer

GS4. read and interpret workplace related documentation

GS5. read and understand the various warranty manuals and terms & conditions for components/ aggregates as speciﬁed by their manufacturer

GS6. clearly communicate workplace information and ideas with workplace colleagues (verbal and non-verbal), including use of automotive terms

GS7. use terms, names, grades, and other nomenclature pertaining to the automotive trade, tools, speciﬁc workshop equipment etc.

GS8. communicate with colleagues and customers to handle verbal enquiries, such as clarifying instructions and responding to requests for information

GS9. determine the nature and objective of the analysis and evaluation required and decide on the diagnostic techniques to be applied as mandated by the external stakeholders like component manufacturer

GS10. decide the nature of the complaint and proper escalation mechanism as mandated by organisational guidelines

GS11. plan work assigned on a daily basis and provide estimates of time required for each piece of work

GS12. prioritise actions to achieve required outcomes

GS13. interpret the needs of customers by evaluating job cards and talking to external stakeholders like auto component/ aggregate distributors and ﬁeld service manpower

GS14. ensure that any major faults arising out of poor maintenance of the vehicle is conveyed to the customer (especially in case of non-adherence to terms & conditions which may lead to rejection of warranty)

GS15. ensure that customer needs are assessed and in case of rejection of warranty by the ancillary suppliers, build up a proper case for claim to be processed under goodwill gesture (technical or commercial)

GS16. escalate the complex failure reports to the superior authority

GS17. gather information and diagnosis results to provide assistance to solve problems facing the customer

GS18. liaise to get the issues/ problems of the customer solved in a time bound manner

GS19. ensure practical and cost-effective diagnosis to common off-road breakdowns reported by the vehicles outside the workshop within the OEM/ manufacturers

GS20. analyse the complexity of faults/ problems to determine the level of escalation required to the external stakeholders including components/ aggregate distributor/ component ﬁeld force manpower/ OEM service manpower

GS21. analyse, evaluate and apply the information gathered from observation, experience, reasoning, or communication to act eﬃciently

GS22. critically observe various symptoms affecting the performance of the vehicle & convey the ﬁndings of the root cause to the concerned authorities for quick resolution of the issue

Assessment Guidelines:

Criteria for assessment for each Qualiﬁcation Pack will be created by the Sector Skill Council. Each Element/ Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each Element/ PC.

The assessment for the theory part will be based on knowledge bank of questions created by the SSC.

Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS.

Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below).

Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/ training center based on these criteria.