Title: Automotive Fixed Operations (20906)

Demonstrating Personal Qualities and Abilities
  Demonstrate creativity and innovation.
  Demonstrate critical thinking and problem-solving.
  Demonstrate initiative and self-direction.
  Demonstrate integrity.
  Demonstrate work ethic.
  WorkplaceReadinessSkillsPoster2019.pdf
Demonstrating Interpersonal Skills
  Demonstrate conflict-resolution skills.
  Demonstrate listening and speaking skills.
  Demonstrate respect for diversity.
  Demonstrate customer service skills.
  Collaborate with team members.
Demonstrating Professional Competencies
  Demonstrate big-picture thinking.
  Demonstrate career- and life-management skills.
  Demonstrate continuous learning and adaptability.
  Manage time and resources.
  Demonstrate information-literacy skills.
  Demonstrate an understanding of information security.
  Maintain working knowledge of current information-technology (IT) systems.
  Demonstrate proficiency with technologies, tools, and machines common to a specific occupation.
  Apply mathematical skills to job-specific tasks.
  Demonstrate professionalism.
  Demonstrate reading and writing skills.
  Demonstrate workplace safety.
Examining All Aspects of an Industry
  Examine aspects of planning within an industry/organization.
  Examine aspects of management within an industry/organization.
  Examine aspects of financial responsibility within an industry/organization.
  Examine technical and production skills required of workers within an industry/organization.
  Examine principles of technology that underlie an industry/organization.
  Examine labor issues related to an industry/organization.
  Examine community issues related to an industry/organization.
  Examine health, safety, and environmental issues related to an industry/organization.
Addressing Elements of Student Life
  Identify the purposes and goals of the student organization.
  Explain the benefits and responsibilities of membership in the student organization as a student and in professional/civic organizations as an adult.
  Demonstrate leadership skills through participation in student organization activities, such as meetings, programs, and projects.
  Identify Internet safety issues and procedures for complying with acceptable use standards.
Exploring Work-Based Learning
  Identify the types of work-based learning (WBL) opportunities.
  (Optional) Reflect on lessons learned during the WBL experience.
  Explore career opportunities related to the WBL experience.
  (Optional) Participate in a WBL experience, when appropriate.
Developing Customer Relations Skills in the Automotive, Diesel, and Collision Industries
  Identify the basic skills of an automotive, diesel, and collision industry service advisor.
  Document pertinent customer contact information.
  Document customer and vehicle information.
  Identify the vehicle build information.
  Document vehicle condition at intake.
  Document concern and/or request with customer.
  Identify alternative transportation options.
  Review the vehicle’s service history.
  Identify recommended service and maintenance needs.
  Determine vehicle status and completion expectations.
  Verify the repair order accuracy prior to repair service authorization.
  Identify method of payment.
  Confirm invoice accuracy.
  Perform customer follow-up.
  Resolve customer complaints.
Establishing Successful Sales
  Explain inspection results and technician’s recommended repairs and estimates.
  Prioritize vehicle needs and/or service recommendations.
  Communicate the importance of related and additional services.
  Identify basic claims handling procedures.
  Demonstrate negotiation skills to reach an agreement.
  Finalize the sale.
Understanding the Role of a Parts Specialist
  Obtain the necessary part.
  Use additional resources to secure and verify correct part.
  Confirm part availability.
  Select parts for repair.
  Explain product warranty information.
  Explain features and benefits of alternative parts.
  Identify customer’s vehicle profile(s).
  Explain exchange and core value information for remanufactured parts.
  Promote other services provided by the parts department/business.
Exploring General Operations in the Parts Department
  Demonstrate safety practices.
  Identify parts industry terminology.
  Describe the basic functions of tools and equipment used in automotive service.
  Determine alpha, numeric, and alphanumeric sequences.
  Determine sizes using precision measuring tools and equipment.
  Convert units of measure.
  Perform calculations related to the parts department.
  Identify the need and procedure for special orders and/or handling charges.
  Identify potential security and fraud risks.
  Perform sales and credit invoicing.
  Demonstrate transactions.
Understanding Major Components of Parts Systems
  Identify the major components of the internal combustion engine mechanical parts.
  Identify major components of cooling systems.
  Identify major components of fuel systems.
  Identify major components of ignition systems.
  Identify major components of exhaust systems.
  Identify major components of emissions control systems.
  Identify major components of manual transmission/transaxle systems.
  Identify major components of automatic transmission/transaxle systems.
  Identify major components of drivetrains (e.g., driveshafts, half shafts, universal [U]-joints, constant velocity [CV] joints, differential and four-wheel drive systems).
  Identify major components of brake systems.
  Identify major components of suspension, steering, and wheel systems.
  Identify major components of HVAC systems.
  Identify major components of electrical/electronic systems.
  Identify major components of battery, charging, and starting systems.
Identifying Miscellaneous Materials
  Identify fastener characteristics.
  Identify hose and tubing types, fittings, application, and usage.
  Identify basic body repair and refinishing materials, parts, and supplies.
  Use vision and safety products.
  Identify application and usage of aftermarket accessories.
Exploring Catalog and Information Systems Skills
  Determine necessary resources to identify part(s).
  Interpret supplemental information needed to identify parts.
  Interpret the terminology and abbreviations used in automotive resources.
Understanding Inventory Management and Merchandising
  Manage inventory.
  Identify merchandising strategies.
Service Advisor: Exploring Vehicle Systems
  Identify various vehicle systems.
  Identify major components and their locations.
  Identify the basic function of major components.
  Identify type of vehicle construction.
  Identify types and strengths of substrates.
  Identify vehicle glass components and repair/replacement procedures.
Service Advisor: Understanding Warranties, Service Contracts, Service Bulletins, and Campaigns/Recalls
  Describe the elements of a maintenance procedure.
  Demonstrate knowledge of warranty policies, procedures, and parameters.
  Use reference information for warranties, service contracts, technical service bulletins (TSBs), and campaigns/recalls.
  Explain the purpose of a TSB.
  Explain general knowledge of campaigns/recalls.
Service Advisor: Exploring Shop Operations
  Manage workflow.
  Define sublet procedures.
  Prepare damage estimate.
  Determine sublet operations and repairs.
  Determine overlap deductions, included operations, and non-included operations.
  Identify procedures to restore corrosion protection.
  Determine the cost effectiveness of a repair.
  Compare estimating platforms.
  Verify accuracy of the estimate compared to the actual repair and replacement operations.
  Maintain customer appointment system.
  Explain the technician’s diagnosis and service recommendations.
  Research availability of parts.
  Establish completion expectations.
  Monitor repair/service progress.
  Document information about recommended services performed or declined.
  Communicate shop production, efficiency, repair, and service quality.
Service Advisor: Preparing for Damage Estimating
  Position the vehicle for inspection.
  Analyze damage.
  Identify components to be removed.
  Determine the damage direction.
  Identify details of the incident/accident necessary to determine the full extent of vehicle damage.
  Perform visual inspection of structural components.
  Determine parts and components needed for repair.
  Identify other system damage.
  Identify vehicle paint condition.
  Perform a scan tool health check of all vehicle modules.
  Identify Advanced Driver Assistance Systems (ADAS) damage and related service requirements.
ADDITIONAL COURSE INFORMATION
  8755_Student Competency Record_Copyright 2025.xlsx
  8755 Printable Version with Standards Correlations
  Acknowledgments and Copyright