Level 2 Autocare Technician Apprenticeship Standard

An Auto-care Technician carries out a range of services and repairs to cars, car derived vans and light goods vehicles, working in an Auto-care or “Fast-Fit” Centre, which may be part of a national chain or operated by a regional/local independent group/owner. An Auto-care Technician requires a unique combination of technical, retail and customer service skills. They will use a range of tools, measuring and diagnostic equipment to identify & repair simple system faults. The Auto-care Technician has to demonstrate expertise not only in the technical elements of their role and have a good grasp of the practical and theoretical aspects of the vehicle systems they service, but also needs to have excellent telephone, customer handling (including how to handle difficult customers and deal with customer disappointment) and effective sales skills, as well as strong problem solving and self-organisation skills. They must be able to work as part of a team but also operate independently, understand how their centre operates from a commercial perspective and how their actions contribute to business results, whilst maintaining a high standard of workmanship.
On successful completion of the programme, the apprentice will have the competency to achieve the following in the workplace:

Knowledge and understanding of the following;

Tyre legislation and technical information including EU Tyre labelling, Tyre Pressure Monitoring systems, sidewall markings, homologated fitments relating to cars, car derived vans and light goods vehicles.
Fundamentals of specific vehicle systems including steering & suspension, braking systems, battery & charging systems, exhaust systems and Air-Conditioning systems
Vehicle 4-wheel geometry principles
Basic consumer legislation relevant to the occupation
Appropriate Health & Safety legislation and requirements for the workplace
Hybrid/Electric Vehicle system and safe working procedures
Data protection requirements to protect customer and payment information
General sales principles including, identifying customer & vehicle needs, presenting solutions, closing the sale and dealing with buying resistance
How the business works and how you contribute to the overall results, demonstrating commercial awareness
How to carry out vehicle safety inspections and routine maintenance using manufacturers specifications or approved schedules, using vehicle specific data and meeting legal requirements
The importance of following work place procedures and the consequences of not doing so.

The competency to achieve the following skills in the
workplace:

Contribute to maintaining a healthy and safe workplace, including the maintenance of key equipment and carrying out general housekeeping
Carry out stock procedures including dealing with routine stock deliveries, placing stock into storage, carrying out stock rotation duties and ordering parts for customers following company procedures
Carry out vehicle safety inspections and routine maintenance in line with manufactures specifications or approved schedules, company procedures and complete approved documentation.
Make recommendations to customers based on the results of inspections, ensuring that sales recommendations are accurate and fully costed, are ethical and in the best interests of the customer at all
times, using language that is transparent and avoids jargon.
Carry out replacement/repair and balancing of a range of light vehicle tyres, including ultra-low profile, directional, asymmetric and run-flat tyres fitted to a range of wheel sizes and types
Carry out the replacement of components on a specific range of vehicle systems including Steering & Suspension, Braking systems, Battery & Charging systems, exhaust systems and Air-Conditioning systems
Carry out 4-wheel Geometry operations including adjustments on a range of vehicles with different suspension and steering systems
Use a range of specialist tools & equipment, mechanical & electrical measuring tools and diagnostic equipment to support fault identification and repair.
Identify & procure correct parts to meet specific customer requirements
Access vehicle technical data to inform inspections and make judgements on wear and serviceability.
Deal with and resolve low-level customer complaints
Communicate effectively with customers, suppliers and colleagues
Use specific company IT systems within the workplace, including Point-of-sale systems and hand-held devices.
Required behaviours in the workplace:
Act in a manner that promotes the professional image of the automotive sector
Communicate effectively with colleagues and customers on a range of topics including drawing out information to support identification of customer and vehicle needs, making clear recommendations to customers and overcoming objections/concerns.
Behave in accordance with company values, industry codes of conduct and demonstrate respect for customers and colleagues.
Be courteous at all times and respond quickly to requests/ requirements using effective communication skills to win trust and ensure an excellent experience
Work as an effective team member taking responsibility for their own actions, being honest and accountable when issues arise and things don’t go as planned
Commit to learning to improve your own performance and that of the business. Work in an organised way to ensure work is carried out in an effective and efficient manner.

The knowledge, skills and behaviours for this role will be developed over the duration of the apprenticeship.
Maths and English will be embedded within the apprenticeship.