Apprenticeship Training Standard. Parts Technician. Trade Code: 240P. Development Date: 2008

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1 Apprenticeship Training Standard Parts Technician Trade Code: 240P Development Date: 2008 This document is the property of the apprentice named inside and represents the official record of his/her training.

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3 CONTENTS PAGE Apprenticeship Program Summary/Guidelines... 2 Competency Analysis Profile... 5 Preface Definitions Important Directions to the Apprentice Important Directions for the Sponsor/Employer & Supervisor/Trainer Notice/Declaration for Collection of Personal Information Roles and Responsibilities of Apprentice, Sponsor/Employer and Supervisor/Trainer Skill Set Unit Completion Form SKILL SETS Workplace Safety and Training Provide Customer Support Service Operate Computers and Electronic Equipment Maintain Inventory Perform Shipping and Receiving Operations Provide Telephone Service Perform Merchandising Manage and Process Core Returns Apprentice Record Apprentice Completion Form

4 APPRENTICESHIP PROGRAM SUMMARY/GUIDELINES 1. Program Definition: PARTS TECHNICIAN is defined as a person who, is responsible for stock handling, warehousing, identifying and cataloguing parts and assemblies as well as ordering, receiving, inspecting-, sorting, pricing and selling, depending of business areas Selling supplies and parts Ordering parts and keeping inventories Organizing and shipping exchange parts and returns Statements Received payments Obtain and categorize records PARTS TECHNICIAN is an approved apprenticeship program for the purposes of the Apprenticeship and Certification Act, 1998 (ACA). 2. Program Guidelines On-The-Job Training Duration (for apprentices) The Industry Committee has identified 5,460 hours as the duration generally necessary for any apprentice to become competent in the skills required. There may be individual circumstances where the duration varies from this guideline. In-School Training Duration The Industry Committee has identified 270 hours of in-school training as the duration generally necessary for an apprentice to complete the in-school curriculum for this program, except where an apprentice has been exempted from any level of that curriculum. Ratio The Industry Committee has identified a journeyperson-to-apprentice ratio of one journeyperson or individuals who are deemed equivalent to a journeyperson status to one apprentice as the ratio generally necessary for an apprentice to be properly trained on the job in this program. There may be individual circumstances where the ratio varies from this guideline. 2

5 3. Program Requirements Restricted Skill Sets This program does not contain any restricted skill sets as per Ontario Regulation 565/99, Restricted Skill Sets. Therefore, an individual is not required to be registered apprentice or possess certification in order to perform skills contained in the program. Academic Standard The Industry Committee has identified the minimum academic standard for entry to this program as completion of Grade 12 or ministry-approved equivalent. (See ACA Policy 102, Confirming Academic Requirements) Eligibility for Exam Challenge (for Non-apprentice C of Q Applicants) The challenger must: provide proof of competency in all mandatory (unshaded) skills as identified in the Training Standard or Schedule of Training; and demonstrate that he/she has acquired 5,460 hours of on-the-job training. (See ACA Policy 150, Assessing Applicants for the Certificate of Qualification) Eligibility for Program Completion (for Apprentices) The apprentice must: achieve competency in all mandatory (unshaded) skills as identified in the Training Standard or Schedule of Training. complete the in-school training as outlined in the industry and ministryapproved Curriculum Standard. (ACA Policy 309, Completion of an Apprenticeship Program) Other Information Other Resources Complete program requirements, policies, and standards can be obtained by referring to the following resources: Apprenticeship and Certification Act, 1998 (ACA); ACA General Regulation 573/99; ACA Exemption Regulation 566/99; Program-specific Apprenticeship Training Standards or Schedules of Training; and ACA Program and Policy Manual 3

6 Other Required Certification N/A Academic Background Industry has identified relevant secondary school course(s) likely to increase an individual s chances of success if completed prior to program entry. For details, see the document Apprenticeship Subject Pathways. 4

7 COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS SKILLS PROTECT SELF AND OTHERS Perform circle checks Prevent fires Handle, use and store hazardous materials Comply with legislation affecting the workplace Operate equipment safely and effectively to move, load, unload and place stock Wear protective clothing and equipment Identify potential health and safety hazards within the workplace Operate emergency safety equipment correctly Report injuries and accidents to immediate supervisor Advise customers of hazardous materials Practice and maintain good housekeeping Use and maintain hand tools safely and effectively Use and maintain electric and power tools and equipment Use and maintain material handling equipment to move and lift stock Perform store/shop opening and closing duties Perform recycling duties Use correct manual lifting techniques Handle, package and ship air bags and air brake chambers

8 COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS SKILLS PROVIDE CUSTOMER SUPPORT SERVICE Greet waiting customers in a professional manner Determine customer needs Determine customer needs Respond to customer concerns Explain the product return policy Identify the product and vehicle Provide estimate of parts costs Describe warranty coverage and limitations, both the manufacturer and the dealer Provide parts information Search, locate and obtain parts from external sources Record and maintain customer information Research part numbers Explain to the customer the parts order options and costs Research parts for custom applications Communicate effectively with customers and others Maintain a venue of parts for delivery Determine additional related parts Process warranty claims Demonstrate sound product knowledge Provide technical support and information Read and interpret catalogues Deliver parts to inhouse technicians Check over work orders before invoicing Determine the method of payment

9 COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS SKILLS OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT Log on to the computer Scan databases, directories, subdirectories and files Key in serial numbers to retrieve technical information Identify and retrieve manufacturers part numbers and illustrations Verify the accuracy of parts information Check and crossreference alternative part numbers, scanning databases Utilise various information systems to access the specific data required to retrieve parts Update and balance daily cash and charge transactions Create documentation listing product or parts nonconformance and shipping errors Conduct a followup search Produce a customer invoice Input shop requisition, inputting customer and sale information Communicate with others by e- mail through internal, external and Internet linkages Check pricing and the availability of parts Issue and track purchase orders Enter and record lost sales Operate in-house automated parts system Operate external automated parts inquiry system

10 COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS SKILLS MAINTAIN INVENTORY Stock components in the correct warehouse or stock room locations Rotate stock to maintain product shelf life Relocate and organize shelves Create stock orders and expedite back orders Interpret inventory analysis reports Verify and report out of stock items and negative counts Perform a physical inventory/cycle count of all stock Process claims for short shipments and damaged parts Receive inventory into stock records following parts delivery Create new part numbers and set stocking levels Update parts status for obsolete parts using manufacturers information Place orders with suppliers Receive returned parts and determine the parts credit amount Maintain security in the parts area Prevent profit loss or profit leaks

11 COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS SKILLS PERFORM SHIPPING AND RECEIVING OPERATIONS Verify the number of cartons and packages listed on the waybill Unload stock from delivery vehicles Verify the stock count using the packing slip Separate customer orders from stock orders Handle returned parts Inspect returned parts from the customer Document shortages and damaged parts when receiving or shipping parts Determine inbound and outbound freight charges Provide shipping documentation when shipping parts Locate parts Verify outgoing parts Coordinate parts delivery Document the method of shipping Calculate tariff and taxes for the shipment of parts Perform preventative maintenance on equipment Package parts for domestic and export shipping Maintain shipping supplies

12 COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS SKILLS PROVIDE TELEPHONE SERVICE Operate telephone systems and components Demonstrate effective telephone skills set Conduct telephone enquiries Interpret customer information Provide advice on parts availability and costs Complete parts sale Correct order discrepancies and advise the customer that the order will be expedited PERFORM MERCHANDISING Maintain parts and promotional materials displays Promote sales Assist company sales strategies Plan, order and pre-sell parts and products Promote repeat business Maintain and ensure required stocks of fast moving products at point of sale Consult with manufacturer representatives Contribute to the development of purchasing plans, sales strategies MANAGE AND PROCESS CORE RETURNS Perform visual inspection of returned cores Inform customer of core return policy Process core returns Complete and process core documentation return

13 PREFACE This training standard was developed by the Ministry of Training Colleges and Universities (MTCU), in partnership with the Provincial Advisory Committee and in consultation with representatives from the industry. This document is intended to be used by apprentice, supervisor/trainer and sponsor/employer as a blueprint for training and as a prerequisite for completion and certification. This training document becomes the apprentice s only record of workplace training performance. Supervisor/trainer and apprentice are required to sign off and date the skills following each successful acquisition, unless a skill is shaded (optional). The care and maintenance of this training document are the joint responsibility of the apprentice and the sponsor/employer. By signing off the skill, the supervisor/trainer and the apprentice are indicating that the apprentice has demonstrated competence in the skill. This training standard has been developed specifically for documenting the apprentice s acquisition of skills in the trade. Please Note: Apprenticeship Training and Curriculum Standards were developed by the Ministry of Training, Colleges and Universities (MTCU). As of April 8th, 2013, the Ontario College of Trades (College) has become responsible for the development and maintenance of these standards. The College is carrying over existing standards without any changes. However, because the Apprenticeship Training and Curriculum Standards documents were developed under either the Trades Qualification and Apprenticeship Act (TQAA) or the Apprenticeship and Certification Act, 1998 (ACA), the definitions contained in these documents may no longer be accurate and may not be reflective of the Ontario College of Trades and Apprenticeship Act, 2009 (OCTAA) as the new trades legislation in the province. The College will update these definitions in the future. Meanwhile, please refer to the College s website ( for the most accurate and up-to-date information about the College. For information on OCTAA and its regulations, please visit: 11

14 DEFINITIONS ACA Apprenticeship and Certification Act, 1998 Certificate of Apprenticeship (CofA) Certification issued to individuals who have demonstrated that they have completed an apprenticeship in Ontario. Certificate of Qualification (CofQ) Certification issued to C of Q applicants who have achieved a passing grade on the certification exam for their trade. Competency Analysis Profile A document that identifies the training needs of an individual trade and details the skills/skill sets that must be demonstrated. Competence The ability of an individual to perform a skill repeatedly and without assistance in the workplace to the standard set out in the Training Standard or Schedule of Training. General Performance Objective (On-the-job Skill Set) Describes set of skills which include all performance objectives under that skill set. Industry Committee (IC) - under the ACA and Provincial Advisory Committee (PAC) under the TQAA Under the ACA and TQAA, the Minister may appoint a provincial committee in any trade or group of trades to advise the Minister in matters relating to the establishment and operation of apprenticeship training programs and trades qualifications. Journeyperson or Equivalent A person who has acquired the knowledge and skills in a trade, occupation or craft as attested to by a provincial or territorial authority. Mandatory Status assigned to unshaded individual skills, skill sets or general performance objective which must be signed off for the apprentice to complete their program. Optional Status assigned to shaded individual skills, skills sets or general performance objective for which sign-off is not required for the apprentice to complete the program. 12

15 Sign-off Signature of the sponsor/employer of record or an individual, to whom that sponsor or employer has delegated signing authority, indicating an apprentice s achievement of competence. Skill Individual skill described in the Training Standard (note: does not mean the larger skill groups referred to in the Training Standard as Skill Sets, Training Units, or General Performance Objective, but the individual skills that make up those groups). Skill Sets Group of individual skills found in the Training Standard (may also be called Training Unit or General Performance Objective) Skill Set Completion Form Lists all skill sets and includes space for sign-off by sponsor/employer of record. Sponsor/Employer Means a person that has entered into a registered training agreement under which the person is required to ensure that an individual is provided with workplace-based training in a trade, other occupation or skill set as part of an apprenticeship program approved by the Director. Sponsor/Employer of Record Refers to the sponsor or employer documented as the signatory to the current training agreement or contract. In order for a sponsor/employer to be considered for the training of apprentices, they must identify that the workplace has qualified journeypersons or equivalent on site and can identify that the workplace has the tools, equipment, materials, and processes which have been identified by Provincial Advisory Committees (PACs) or Industry Committees (ICs) to be required for the trade. Supervisor An individual, who oversees the execution of a task, oversees the actions or work of others. Trainer A qualified trainer in a compulsory trade is a journeyperson with a Certificate of Qualification or in a voluntary trade is an individual who is considered equivalent to a journeyperson with a Certificate of Qualification. 13

16 TQAA Trades Qualification and Apprenticeship Act. Training Standard A document that has been written in concise statements, which describe how well an apprentice must perform each skill in order to become competent. In using the document, trainers will be able to ensure that the apprentice is developing skills detailed for the occupation. 14

17 IMPORTANT DIRECTIONS For the Apprentice 1. All complete skills or skill sets must be signed and dated by both the apprentice and sponsor/employer when either all terms of the contract have been completed or the apprentice leaves the employ of the employer. 2. It is the responsibility of the apprentice to inform the apprenticeship staff at the local Ministry of Training, Colleges and Universities office regarding the following changes: change of sponsor/employer address; change of apprentice name or address; transfer to a new sponsor/employer. 3. The Skill Set Completion Form must be completed and signed by the current sponsor/employer and presented to the local Apprenticeship Client Services Office at the fulfillment of all terms of a Contract of Apprenticeship/Training Agreement. 4. The apprentice completion form with the Completed and Authorized Training Standard must be presented to the local Apprenticeship Client Services Unit. For the Sponsor/Employer and Supervisor/Trainer The Training Standard identifies skills required for this trade/occupation and its related training program. This Training Standard has been written in concise statements which describe how an apprentice must perform each skill in order to become competent. Competence means being able to perform the task to the required standard. In using this Training Standard, supervisors/trainers will be able to ensure that the apprentice is developing the skills detailed for the trade/occupation. Supervisors/Trainers and apprentices are required to sign off and date the skills following each successful acquisition. Sponsors/Employers participating in this training program will be designated as the Signing Authority and are required to attest to successful achievement by signing the appropriate box included at the end of each skill set. 15

18 NOTICE/DECLARATION FOR COLLECTION OF PERSONAL INFORMATION 1. At any time during your apprenticeship training, you may be required to show this training standard to the Ministry of Training, Colleges and Universities (the Ministry). You will be required to disclose the signed Apprenticeship Completion form to the Ministry in order to complete your program. The Ministry will use your personal information to administer and finance Ontario s apprenticeship training system, including confirming your completion and issuing your certificate of apprenticeship. 2. The Ministry will disclose information about your program completion and your certificate of apprenticeship to the Ontario College of Trades, as it is necessary for the College to carry out its responsibilities. 3. Your personal information is collected, used and disclosed by the Ministry under the authority of the Ontario College of Trades and Apprenticeship Act, Questions about the collection, use and disclosure of your personal information by the Ministry may be addressed to the: Manager, Employment Ontario Contact Centre Ministry of Training, Colleges and Universities 33 Bloor St. E, 2nd floor, Toronto, Ontario M7A 2S3 Toll-free: ; Toronto: TTY: or

19 ROLES & RESPONSIBILITIES OF APPRENTICE, SPONSOR/EMPLOYER AND SUPERVISOR/TRAINER Apprentice Apprenticeship is Learning On-the-job Practice safe work habits. Use your apprenticeship training standard as a journal to keep track of which skills you have achieved. Talk over your training plan with your Training Consultant, Employer, Union, or Sponsor. Know what tools are required for your trade and how to use them. Ask questions and keep asking. Talk to your employer about your training needs. Demonstrate enthusiasm and good work habits. Ensure that you and your supervisor/trainer sign off skill/skill sets upon demonstration of competency. Sponsor/Employer Training is an Investment Demonstrate safe work habits. Attest to successful achievement by signing the skill/skills sets. Provide opportunities and time for the apprentice to learn the trade. Offer practical trade training experiences that cover all of the skill sets. Foster work ethics that support training while minimizing productivity losses. Set out clear expectations, then recognize or reward performance excellence. Involve both the apprentice and supervisor/trainer in developing the training plan. Use the Training Standard as a monitoring tool and part of regular performance evaluations. Select supervisors/trainers with good communication skills and who work well with others. Encourage supervisors/trainers to take upgrading courses - (e.g. Train the Trainer, Mentor Coach, etc). Complete the Skill Set Completion Form once the apprentice has demonstrated competency in the training. Ensure that the apprentice always works under the direction of, or has access to, a qualified supervisor/trainer. Vary the apprentice s exposure to all the skills set out in the training standard. 17

20 Supervisor/Trainer Demonstrate safe work habits. Treat apprentices fairly and with respect. Use the Training Standard as a guide to evaluating competence in each skill area. In using the Training Standard, supervisors/trainers will be able to ensure that the apprentice is developing skills detailed for the trade/occupation. Review the Training Standard with the apprentice and develop a training plan. Respond fully to all questions. Be patient. Explain what is to be done, then show how it is done, and then let the apprentice demonstrate the task. Provide continuous feedback. Sign off individual skills/skill sets once the apprentice demonstrates competence in the skill. Suggestions for Assessing the Progress of the Apprentice in the Workplace Use informal daily observation. Provide constructive feedback to build confidence. Allow the supervisor/trainer time to teach and demonstrate the skills. Take prompt action wherever problems occur. Conduct regular performance reviews involving the apprentice, supervisor/trainer and sponsor/employer. Use the Training Standard as the reference for establishing the competency of the apprentice. 18

21 NOTE ON SIGN OFFS, SHADED PERFORMANCE OBJECTIVES AND SKILLS: By signing off the skill the trainer and apprentice are indicating that the apprentice has demonstrated successful acquisition of that skill at that date. The trainer may not be held responsible if, at a future date, the apprentice does not successfully repeat the acquired skill. Training Standards were developed specifically for documenting the apprentice's/ trainee's acquisition of skills. Shaded performance objectives and skill sets are optional. The shaded skills do not have to be demonstrated or signed-off for completion of the on-the-job component of the apprenticeship The learning outcomes will cover all of the skill sets, both shaded and unshaded. SKILL SET COMPLETION FORM SKILL SET TITLE SIGNING AUTHORITY WORKPLACE SAFETY AND TRAINING PROVIDE CUSTOMER SUPPORT SERVICE OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT MAINTAIN INVENTORY PERFORM SHIPPING AND RECEIVING OPERATIONS TELEPHONE COMMUNICATION TRAINING PERFORM MERCHANDISING MANAGE AND PROCESS CORE RETURNS 19

22 U PROTECT SELF AND OTHERS GENERAL PERFORMANCE OBJECTIVE Perform circle checks, prevent fires, handle and store hazardous materials, comply with legislation, operate equipment, wear protective clothing, identify potential safety hazards, operate emergency equipment, report injuries, advise customers of hazardous materials, maintain good housekeeping, use hand and power tools, use material handling equipment, perform store openings and closings, perform recycling duties, use correct manual lifting techniques and handle and ship air bags. PERFORMANCE OBJECTIVES SKILLS Perform circle checks and conduct visual inspection of equipment prior to use to insure safe and effective operation, checking component wear or damage, fluid levels and tire condition in accordance with company policies, manufacturers recommendations and government regulations. Perform daily safety log entry for equipment Prevent fires by inspecting the work area, removing combustible materials and flammable products, ensuring that the required fire extinguishers are available and ready for use, labelling the area with the prescribed warning signs, examining electrical equipment and cords for signs of wear or overload, in accordance with company policies, manufacturers recommendations and government regulations. 20

23 U PROTECT SELF AND OTHERS...cont d Handle, use and store hazardous materials including: paints, solvents, acids, refrigerants and oils, fuels, propane, acetylene, batteries, cylinders and volatile organic compounds; securing materials in designated areas, ensuring that waste materials are in approved containers in preparation for recycling or disposal; to protect self, others, property and the environment, in accordance with company policies, manufacturers recommendations and government regulations Comply with legislation affecting the workplace by interpreting the acts and regulations, and performing the work in accordance with the requirements of The Occupational Health & Safety Act (OHSA), Workplace Hazardous Materials Information System (WHMIS), WSIB Act, the Environmental Protection Act; and, Canada Customs Regulations Operate equipment safely and effectively to move, load, unload and place stock, including forklifts, pump lift carts, dollies and overhead cranes, to protect self, others and property, in accordance with company policies, manufacturers recommendations and government regulations Wear protective clothing and equipment ensuring correct fit and application for the work to be performed, including: kidney belts, safety shoes, skin and eye protection, ear protection, breathing masks and required ventilation, hard hats and protective suits or clothing, to achieve optimum protection of self and others, in accordance with company policies, manufacturers recommendations and government regulations. 21

24 U PROTECT SELF AND OTHERS...cont d Identify potential health and safety hazards within the workplace by conducting routine visual inspections to determine fire hazards, obstacles and impediments, spills and leaks of chemical or liquid products; and, by taking corrective action when required in accordance with company policies, manufacturers recommendations and government regulations Operate emergency safety equipment correctly including: eyewash stands, fire extinguishers, hoses, fire alarms and fire doors in order to respond effectively to emergencies, injuries and accidents by assisting others, activating alarms and signals and by notifying others in accordance with company policies, manufacturers recommendations and government regulations Report injuries and accidents to immediate supervisor ensure that all required forms and reports are completed and submitted in accordance with company policies and government regulations Advise customers of hazardous materials by describing their specific uses and explaining the hazards of misuse of the product involved; and, by providing material safety data sheets for the specific product to protect others and the environment in accordance with company policies, manufacturers recommendations and government regulations. 22

25 PROTECT SELF AND OTHERS.cont=d Practice and maintain good housekeeping by keeping a safe and tidy work area, clearing away debris, removing obstacles and impediments and storing materials in the correct location, in accordance with company policies and government regulations Use and maintain hand tools safely and effectively, reporting and tagging damaged and defective tools; and by properly storing tools to protect self and others in accordance with company policies, manufacturers recommendations and government regulations Use and maintain electric and power tools and equipment in a safe and effective manner, tag and report damaged or defective tools; and, store equipment correctly after use to protect self and others in accordance with company policies, manufacturers recommendations and government regulations Use and maintain material handling equipment to move and lift stock, including slings, chains, dollies, pump lift carts and conveyor belts, ensuring that all components are in safe working order and have the rated capacity for the work being performed, to protect self and others in accordance with company policies, manufacturers recommendations and government regulations. 23

26 PROTECT SELF AND OTHERS.cont=d Perform store/shop opening and closing duties including: operating lighting panels, checking security systems and fire alarm systems, securing/opening of entrances and exits, loading docks and truck bay doors, to ensure a safe protected environment for self, others and property, in accordance with company policies and manufacturers recommendations and government regulations Perform recycling duties by separating and storing used products until disposal including: oil, coolant, filters, rags, cardboard, plastics and glass, using the correct bins and containers and informing others of pick up and disposal to protect self, others and the environment, in accordance with company policies, manufacturers recommendations and government regulations Use correct manual lifting techniques when moving stock, wearing a back supporting kidney belt, keeping the back straight and using leg power when lifting objects from ground level, to protect self and others in accordance with company policies, manufacturers recommendations and government regulations. 24

27 PROTECT SELF AND OTHERS.cont=d Handle, package and ship air bags and air brake chambers by checking for damage to the air bag and the carbon dioxide (Co2) canister, ensuring that the specified heavy duty carton is used, labelling the carton with the significant warning label and completing the required documentation, to protect self and others in accordance with company policies, manufacturers recommendations and government regulations. Sponsor/Employer Name Sponsor/Employer Signature 25

28 PROVIDE CUSTOMER SUPPORT SERVICE GENERAL PERFORMANCE OBJECTIVE Greet waiting customers, determine customers needs, respond to customer concerns, explain the product return policy, identify the product and vehicle, provide an estimate of parts costs, describe warranty coverage and limitations, provide parts information, search, locate and obtain parts, record and maintain customer information, research part numbers, explain the parts order options, research parts for custom applications, communicate effectively, maintain a venue of parts for delivery, determine additional related parts, process warranty claims, demonstrate sound product knowledge, provide technical support, read and interpret catalogues, deliver parts to in-house technicians, update and maintain parts and resource materials, check work orders, compare original parts to parts from stock, determine method of payment, and recommend alternative repair or servicing, in accordance with best business practices, company policies and manufacturers recommendations. PERFORMANCE OBJECTIVES SKILLS Greet waiting customers in a professional manner with a smile and a friendly voice, using eye contact to acknowledge their presence and offering assistance or assuring that assistance will be available shortly, in accordance with company policies and best business practices Determine customer needs by discussing the products and services required for the repairs, interpreting the information to ensure correct selection of the parts and identification of the service work, in accordance with company policies and best business practices. 26

29 PROVIDE CUSTOMER SUPPORT SERVICE cont=d Respond to customer concerns by asking the customer to provide a clear description of the circumstances, taking notes when required, interpreting customer information and describing the recommended solutions to the satisfaction of the customer, in accordance with company policies, best business practices and manufacturers recommendations Explain the product return policy by detailing company requirements and conditions including: a copy of the invoice or proof of purchase, the required condition for returned stock, factors affecting special orders, policies on nonreturnable parts, time limitations, restocking charges, issuing cash or cheque refunds and account crediting, in accordance with company policies, best business practices and manufacturers recommendations Identify the product and vehicle by requesting the vehicle identification number, engine serial number, model number, arrangement number, name of product manufacturer or the original equipment manufacturer part number; advising the customer of the location of the product/vehicle information when required, verifying that the information is correct by cross referencing to the manufacturer=s computer programs, data bases, catalogues in accordance with company policies, best business practices, manufacturers recommendations and government regulations Provide estimate of parts costs by listing both parts and quantities, calculating sub-total costs, determining applicable taxes, transportation costs and totals payable, dating the quote and maintaining the information on computer file; and, transmitting the quote to the customer by hard copy, fax, telephone or computer, in accordance with company policies and best business practices. 27

30 PROVIDE CUSTOMER SUPPORT SERVICE cont=d Describe warranty coverage and limitations, both the manufacturer and the dealer by detailing time and mileage conditions, recommended use, pro-rata provisions, portability of coverage and the service and maintenance required to ensure continued warranty coverage, to assist the customer or client in making a purchase or planning future purchases, in accordance with company policies, manufacturers recommendations and government regulations Provide parts information by advising the customer of the benefits, capacities and limitations of the products including: part numbers, product quality, sizes, quantities, required additional parts, available styles, warranties, price, delivery, and the use of the parts and their application using; manufacturer=s catalogues, computer programs and data bases, and customer samples; and, conducting a physical inspection of the parts to obtain the information required by the customer to assist in the selection and purchase of the correct parts, in accordance with company policies and manufacturer=s recommendations Search, locate and obtain parts from external sources by determining when the customer or company needs the part, required pricing and quality requirements, contact outside sources by telephone, computer and fax to determine prices, availability and delivery times that will best suit the needs of the customer; and, produce a purchase order and arrange for pick up or delivery, in accordance with company policies and manufacturer=s recommendations Record and maintain customer information by documenting the name, company, address, telephone number; parts and service required, the prices quoted on computer for ease of future reference by self or other staff, in order that subsequent requests can be responded to promptly and efficiently, in accordance with company policies and best business practices. 28

31 PROVIDE CUSTOMER SUPPORT SERVICE cont=d Research part numbers by using catalogues, indexes, and computer programs; ensuring the correct parts for the customers needs and parts application, cross referencing the old part number to the new and from manufacturer to manufacturer including; available, re-built or re-manufactured parts; and, communicate the findings to the customer to enable an informed selection in accordance with company policies and manufacturers recommendations Explain to the customer the parts order options and costs by determining the availability of the parts and where the parts can be obtained, considering the urgency with which the parts are needed to better inform the customer of any additional costs or revised delivery times that may result from obtaining the part on special order or emergency delivery, in accordance with best business company policies and manufacturers recommendations Research parts for custom applications by using computers, catalogues ; cross referencing to verify the accuracy of the information; advising the customer of the parts availability and costs, the capacity, limitation or suitability of the parts for the intended use, to enable the customer to make an informed decision, in accordance with best business practices, company policies and manufacturers recommendations Communicate effectively with customers and others by demonstrating good listening skills, speaking clearly and showing both respect and empathy when receiving or providing information, to establish and maintain superior customer relations, in accordance with best business practices and company policies. 29

32 PROVIDE CUSTOMER SUPPORT SERVICE cont=d Maintain a venue of parts for delivery by company driver or courier to provide the customer with prompt and reliable sources of delivery with reliable delivery times, in accordance with best business practices, company policies Determine additional related parts by discussing the extent of the repairs with the customer and identifying the required parts and components using parts, catalogues, microfiche, computer programs, technical bulletins and technical manuals; and, by consulting with in-house repair technicians when required in accordance with best business practices, company policies and manufacturers recommendations Process warranty claims by gathering all pertinent information, determining if the manufacturer or the dealer will warranty the part, inspecting the part for manufacturing defects, missing components or premature failure, tagging and labelling the part when required for return to the manufacturer for evaluation, filing the claim with all required information and documentation including related expenses; and, process a credit to the customer when required in accordance with, company policies and manufacturers recommendations Demonstrate sound product knowledge by prompt identification and retrieval of the parts or products, explaining component operations, answering questions or concerns regarding the expected operational life, shelf life, benefits, limitations, warranty provisions and correct uses and applications; using computers, catalogues, manufacturers sales aids, circulars and related descriptive materials; and, by detailing the options for suitable alternative parts and components in accordance with, company policies and manufacturers recommendations. 30

33 PROVIDE CUSTOMER SUPPORT SERVICE cont=d Provide technical support and information by evaluating product condition, recommending the appropriate parts and components for the specific application, explaining component operations, inspecting and evaluating product failure, manufacturing defects and premature wear or failure, examining returned cores to determine their suitability for reconditioning, re-building and re-manufacture including parts and components for steering and suspension systems, braking systems, safety systems, air conditioning systems, power trains and transmissions, engines, electrical and electronic systems, fuel systems, hydraulic systems and body and trim, in accordance with, company policies and manufacturers recommendations Read and interpret catalogues by determining the vendor or manufacturer catalogue required, consulting the index to locate sections and page numbers to identify and locate the parts, checking for footnotes that alter or amend the entries to ensure the accuracy of the information, in accordance with, company policies and manufacturers recommendations Deliver parts to in-house technicians in a timely manner to prevent delays in repair work and to enhance customer service by prompt identification and retrieval of the required parts, placing the parts in the appropriate technician bins or designated locations, using pump lift carts, forklifts, dollies and related equipment in a safe and effective manner, in accordance with company policies and government regulations. 31

34 PROVIDE CUSTOMER SUPPORT SERVICE cont=d Check over work orders before invoicing by verifying that all parts, special tools and all materials are charged as listed on the shop work order, verify all special parts related charges including freight charges for special order items are correctly billed, appropriate taxes have been charged, to ensure that the customer is provided with an accurate invoice and to maintain an accurate record of inventory, in accordance with best business practices and company policies Determine the method of payment by discussing with the customer the preferred mode of transaction in order to process the sale by cash transaction, charge to account, debit, credit cards, or cheque, ensuring that required approval is obtained where applicable, using company account records, telephone, Interact device and cash register in order to finalize the sale, in accordance with best business practices and company policies. Sponsor/Employer Name Sponsor/Employer Signature 32

35 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT GENERAL PERFORMANCE OBJECTIVE Utilise computer applications, internet to match sale numbers, verify serial numbers, identify and retrieve manufacturers part numbers, verify the accuracy of parts information, check and cross reference alternative part numbers, isolate data systems or information groups, update and balance daily cash and charge transactions, create documentation listing product or parts non-conformance and shipping errors, conduct a follow up search, produce a customer invoice, input shop requisitions, communicate with others by , check pricing and availability of parts, issue and track purchase orders, enter and record lost sales, operate in-house automated parts system and operate external automated parts enquiry system, in accordance with company policies, manufacturers recommendations. PERFORMANCE OBJECTIVES SKILLS Log on to the computer using passwords and codes, following appropriate logon prompts to obtain access to networks and programs, in accordance with company policies and manufacturers recommendations Scan databases, directories, sub-directories and files by using a mouse, keyboard and modems to search and locate information on the hard drive, internal and external networks and Internet; to input and retrieve information for the purposes of buying and selling products and for inventory control, in accordance with company policies and manufacturers recommendations. 33

36 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT cont=d Key in serial numbers to retrieve technical information to scan indexes and establish the correct location, checking to ensure that the information keyed in is correct and that the specific information is accessed; to inform customers or to retrieve parts and products information, in accordance with company policies and manufacturers recommendations Identify and retrieve manufacturers part numbers and illustrations by, computer programs, Internet, and Intranet, by searching and scanning the available materials, analysing drawings and diagrams, consulting engineering identification numbers and by contacting manufacturers to ensure that the correct part numbers are identified for the customer, in accordance with company policies and manufacturers recommendations Verify the accuracy of parts information by accessing data bases, directories and files through the Internet and internal and external network programs, records and histories; by inputting the vehicle or product identification information including; serial numbers, identification numbers, and original equipment manufacturers part numbers, checking to obtain confirmation of the accuracy of parts selection, in accordance with company policies and manufacturers recommendations Check and cross-reference alternative part numbers, scanning databases, by using the computer to access and locate alternative part numbers for the same part, to ensure optimum pricing, availability and selection of parts to the satisfaction of the customer, in accordance with company policies and manufacturers recommendations. 34

37 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT cont=d Utilise various information systems to access the specific data required to retrieve parts with optimum speed and efficiency, in accordance with company policies and manufacturers recommendations Update and balance daily cash and charge transactions using Interact terminal, cash register and calculator, to balance cash, credit card charges, debit account charges and returned goods credit; and, create an account sheet for each item to ensure that the cash float is balanced by the end of the day in accordance with company policies Create documentation listing product or parts non-conformance and shipping errors by inputting and recording discrepancies, related particulars, product description, costs and part numbers, to update inventory information, revise billing information, ensure customer satisfaction and to assist in inventory and purchase planning in accordance with company policies. 35

38 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT cont=d Conduct a follow-up search to determine parts delivery and estimated shipping dates fax machine, telephone, computer programs, searching by order identification information including; invoice purchase order, order date, document numbers and part numbers, to confirm the shipment of parts from the supplier in accordance with company policies, manufacturers recommendations Produce a customer invoice, inputting customer and sale information including customers name, account number, terms of sale, billing and shipping addresses, purchase order number, shipping method, part numbers and quantities, prices, shipping charges and applicable taxes; and, check for errors and print a hard copy for the customer or send by mail or fax machine, in accordance with company policies Input shop requisition, inputting customer and sale information including customers name, account number, terms of sale, billing and shipping addresses, purchase order number, shipping method, part numbers and quantities, prices, shipping charges and applicable taxes; and, check for errors and print a hard copy for the customer or send by mail or fax machine, in accordance with company policies. 36

39 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT cont=d Communicate with others by through internal, external and Internet linkages, inputting passwords and following the log-on sequence to access directories and addresses, to send and receive messages from clients, coworkers, manufacturers and vendors, to achieve optimum speed of information transmission in accordance with company policies and manufacturers recommendations Check pricing and the availability of parts using computer system, internal and external networks, telephones and fax machines, to scan databases, directories, sub-directories and files and to communicate with others to aid in buying and selling, inventory control and information retrieval, in accordance with company policies Issue and track purchase orders using computer systems, internet, internal and external networks, by inputting costs, part numbers, purchase order numbers, date, vendor and customer arrival date; and, by filing the purchase order and transmitting it to the vendor, in accordance with company policies Enter and record lost sales by inputting and recording the particulars including product availability, product description, part number and costs, using computers and programs to aid in inventory control, purchasing, company planning and customer service, in accordance with company policies. 37

40 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT cont=d Operate in-house automated parts system by selecting the program, scanning menus, directories, sub-directories and files, using computer systems, to aid in buying, selling, inventory control, customer information retrieval, planning, and shipping and receiving, in accordance with company policies Operate external automated parts inquiry system by accessing the system, the required data base or program, scanning menus, and files using a computer to assist in buying and selling, inventory control, customer information retrieval, company planning and shipping and receiving, in accordance with company policies. Sponsor/Employer Name Sponsor/Employer Signature 38

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