Apprenticeship Training Standard Parts Technician Trade Code: 240P
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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. PARTS TECHNICIAN CONTENTS PAGE Apprenticeship Program Summary/Guidelines .............................................................................. 2 Competency Analysis Profile ........................................................................................................... 5 Preface ........................................................................................................................................... 11 Definitions ..................................................................................................................................... 12 Important Directions to the Apprentice ....................................................................................... 15 Important Directions for the Sponsor/Employer & Supervisor/Trainer....................................... 15 Notice/Declaration for Collection of Personal Information ......................................................... 16 Roles and Responsibilities of Apprentice, Sponsor/Employer and Supervisor/Trainer .............. 17 Skill Set Unit Completion Form ..................................................................................................... 19 SKILL SETS 5360.0 Workplace Safety and Training ............................................................................. 20 5361.0 Provide Customer Support Service ....................................................................... 26 5362.0 Operate Computers and Electronic Equipment .................................................... 33 5363.0 Maintain Inventory ................................................................................................ 39 5364.0 Perform Shipping and Receiving Operations ........................................................ 44 5365.0 Provide Telephone Service .................................................................................... 49 5366.0 Perform Merchandising......................................................................................... 52 5367.0 Manage and Process Core Returns ....................................................................... 55 Apprentice Record ......................................................................................................................... 57 Apprentice Completion Form ........................................................................................................ 60 1 © Ontario College of Trades PARTS TECHNICIAN 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 © Ontario College of Trades PARTS TECHNICIAN 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 © Ontario College of Trades PARTS TECHNICIAN 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 © Ontario College of Trades PARTS TECHNICIAN COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS PROTECT SELF AND OTHERS 5360.0 SKILLS Perform circle checks 5360.01 Wear protective clothing and equipment 5360.06 Practice and maintain good housekeeping 5360.11 Perform recycling duties 5360.16 Prevent fires 5360.02 Identify potential health and safety hazards within the workplace 5360.07 Use and maintain hand tools safely and effectively 5360.12 Use correct manual lifting techniques 5360.17 Handle, use and store hazardous materials 5360.03 Operate emergency safety equipment correctly 5360.08 Use and maintain electric and power tools and equipment 5360.13 Handle, package and ship air bags and air brake chambers 5360.18 5 © Ontario College of Trades Comply with legislation affecting the workplace 5360.04 Report injuries and accidents to immediate supervisor 5360.09 Use and maintain material handling equipment to move and lift stock 5360.14 Operate equipment safely and effectively to move, load, unload and place stock 5360.05 Advise customers of hazardous materials 5360.10 Perform store/shop opening and closing duties 5360.15 PARTS TECHNICIAN COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS PROVIDE CUSTOMER SUPPORT SERVICE 5361.0 SKILLS Greet waiting customers in a professional manner 5361.01 Identify the product and vehicle 5361.06 Record and maintain customer information 5361.11 Maintain a venue of parts for delivery Determine customer needs 5361.02 Provide estimate of parts costs 5361.07 Research part numbers 5361.12 Determine additional related parts 5361.16 5361.17 Read and interpret catalogues Deliver parts to inhouse technicians 5361.21 5361.22 Determine customer needs 5361.03 Describe warranty coverage and limitations, both the manufacturer and the dealer 5361.08 Explain to the customer the parts order options and costs 5361.13 Process warranty claims 5361.18 Check over work orders before invoicing 5361.23 6 © Ontario College of Trades Respond to customer concerns 5361.04 Provide parts information 5361.09 Research parts for custom applications 5361.14 Demonstrate sound product knowledge 5361.19 Determine the method of payment 5361.24 Explain the product return policy 5361.05 Search, locate and obtain parts from external sources 5361.10 Communicate effectively with customers and others 5361.15 Provide technical support and information 5361.20 PARTS TECHNICIAN COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT 5362.0 SKILLS Log on to the computer Scan databases, directories, subdirectories and files Key in serial numbers to retrieve technical information 5362.01 5362.02 Check and crossreference alternative part numbers, scanning databases Utilise various information systems to access the specific data required to retrieve parts 5362.07 Update and balance daily cash and charge transactions Input shop requisition, inputting customer and sale information Communicate with others by email through internal, external and Internet linkages 5362.06 Produce a customer invoice 5362.11 Enter and record lost sales 5362.16 5362.12 Operate in-house automated parts system 5362.17 5362.03 5362.08 5362.13 Operate external automated parts inquiry system 5362.18 7 © Ontario College of Trades Identify and retrieve manufacturers’ part numbers and illustrations 5362.04 Verify the accuracy of parts information 5362.05 Create documentation listing product or parts nonconformance and shipping errors 5362.09 Conduct a followup search Check pricing and the availability of parts Issue and track purchase orders 5362.14 5362.10 5362.15 PARTS TECHNICIAN COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS MAINTAIN INVENTORY 5363.0 SKILLS Stock components in the correct warehouse or stock room locations 5363.01 Verify and report out of stock items and negative counts 5363.06 Update parts status for obsolete parts using manufacturers’ information 5363.11 Rotate stock to maintain product shelf life 5363.02 Perform a physical inventory/cycle count of all stock 5363.07 Place orders with suppliers 5363.12 Relocate and organize shelves 5363.03 Process claims for short shipments and damaged parts 5363.08 Receive returned parts and determine the parts credit amount 5363.13 8 © Ontario College of Trades Create stock orders and expedite back orders 5363.04 Receive inventory into stock records following parts delivery 5363.09 Maintain security in the parts area 5363.14 Interpret inventory analysis reports 5363.05 Create new part numbers and set stocking levels 5363.10 Prevent profit loss or profit leaks 5363.15 PARTS TECHNICIAN COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS PERFORM SHIPPING AND RECEIVING OPERATIONS 5364.0 SKILLS Verify the number of cartons and packages listed on the waybill Unload stock from delivery vehicles 5364.01 5364.02 Inspect returned parts from the customer 5364.06 Verify outgoing parts 5364.11 Package parts for domestic and export shipping 5364.16 Document shortages and damaged parts when receiving or shipping parts 5364.07 Coordinate parts delivery 5364.12 Verify the stock count using the packing slip 5364.03 Determine inbound and outbound freight charges 5364.08 Document the method of shipping 5364.13 Maintain shipping supplies 5364.17 9 © Ontario College of Trades Separate customer orders from stock orders 5364.04 Provide shipping documentation when shipping parts 5364.09 Calculate tariff and taxes for the shipment of parts 5364.14 Handle returned parts 5364.05 Locate parts 5364.10 Perform preventative maintenance on equipment 5364.15 PARTS TECHNICIAN COMPETENCY ANALYSIS PROFILE PARTS TECHNICIAN (All unshaded skill sets must be demonstrated/completed) SKILL SETS PROVIDE TELEPHONE SERVICE 5365.0 SKILLS Operate telephone systems and components 5365.01 Complete parts sale 5365.06 PERFORM MERCHANDISING 5366.0 Maintain parts and promotional materials displays 5366.01 Maintain and ensure required stocks of fast moving products at point of sale 5366.06 MANAGE AND PROCESS CORE RETURNS 5367.0 Perform visual inspection of returned cores 5367.01 Demonstrate effective telephone skills set 5365.02 Conduct telephone enquiries Interpret customer information 5365.03 5365.04 Provide advice on parts availability and costs 5365.05 Correct order discrepancies and advise the customer that the order will be expedited 5365.07 Promote sales 5366.02 Consult with manufacturer representatives 5366.07 Inform customer of core return policy 5367.02 Assist company sales strategies 5366.03 Plan, order and pre-sell parts and products 5366.04 Contribute to the development of purchasing plans, sales strategies 5366.08 Process core returns 5367.03 10 © Ontario College of Trades Complete and process core documentation return 5367.04 Promote repeat business 5366.05 PARTS TECHNICIAN 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 (www.collegeoftrades.ca) for the most accurate and up-to-date information about the College. For information on OCTAA and its regulations, please visit: www.collegeoftrades.ca/about/legislation-and-regulations. 11 © Ontario College of Trades PARTS TECHNICIAN 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 © Ontario College of Trades PARTS TECHNICIAN 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 © Ontario College of Trades PARTS TECHNICIAN 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 © Ontario College of Trades PARTS TECHNICIAN 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 © Ontario College of Trades PARTS TECHNICIAN 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, 2009. 4. 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: 1-800-387-5656; Toronto: 416-326-5656 TTY: 1-866-533-6339 or 416-325-4084. 16 © Ontario College of Trades PARTS TECHNICIAN 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 © Ontario College of Trades PARTS TECHNICIAN 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 © Ontario College of Trades PARTS TECHNICIAN 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 5360.0 WORKPLACE SAFETY AND TRAINING 5361.0 PROVIDE CUSTOMER SUPPORT SERVICE 5362.0 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT 5363.0 MAINTAIN INVENTORY 5364.0 PERFORM SHIPPING AND RECEIVING OPERATIONS 5365.0 TELEPHONE COMMUNICATION TRAINING 5366.0 PERFORM MERCHANDISING 5367.0 MANAGE AND PROCESS CORE RETURNS 19 © Ontario College of Trades SIGNING AUTHORITY PARTS TECHNICIAN U5360.0 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 5360.01 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. ________________ Date Completed 5360.02 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 20 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN U5360.0 PROTECT SELF AND OTHERS...cont’d 5360.03 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. ________________ Date Completed 5360.04 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed 5360.06 __________________ Supervisor/Trainer 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. ________________ Date Completed 5360.05 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 21 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN U5360.0 PROTECT SELF AND OTHERS...cont’d 5360.07 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. ________________ Date Completed 5360.08 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed 5360.10 __________________ Supervisor/Trainer 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. ________________ Date Completed 5360.09 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 22 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5360.0 PROTECT SELF AND OTHERS….cont=d 5360.11 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. ________________ Date Completed 5360.12 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed 5360.14 __________________ Supervisor/Trainer 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. ________________ Date Completed 5360.13 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 23 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5360.0 PROTECT SELF AND OTHERS….cont=d 5360.15 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. ________________ Date Completed 5360.16 __________________ Supervisor/Trainer 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. ________________ Date Completed 5360.17 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 24 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5360.0 PROTECT SELF AND OTHERS….cont=d 5360.18 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. ________________ Date Completed _______________ Apprentice _______________________________ Sponsor/Employer Name __________________ Supervisor/Trainer _____________________________ Sponsor/Employer Signature 25 © Ontario College of Trades PARTS TECHNICIAN 5361.0 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 5361.01 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. ________________ Date Completed 5361.02 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 26 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5361.0 PROVIDE CUSTOMER SUPPORT SERVICE…cont=d 5361.03 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. ________________ Date Completed 5361.04 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed 5361.06 __________________ Supervisor/Trainer 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. ________________ Date Completed 5361.05 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 27 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5361.0 PROVIDE CUSTOMER SUPPORT SERVICE…cont=d 5361.07 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. ________________ Date Completed 5361.08 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed 5361.10 __________________ Supervisor/Trainer 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. ________________ Date Completed 5361.09 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 28 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5361.0 PROVIDE CUSTOMER SUPPORT SERVICE…cont=d 5361.11 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. ________________ Date Completed 5361.12 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed 5361.14 __________________ Supervisor/Trainer 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. ________________ Date Completed 5361.13 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 29 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5361.0 PROVIDE CUSTOMER SUPPORT SERVICE…cont=d 5361.15 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. ________________ Date Completed 5361.16 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed 5361.18 __________________ Supervisor/Trainer 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. ________________ Date Completed 5361.17 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 30 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5361.0 PROVIDE CUSTOMER SUPPORT SERVICE…cont=d 5361.19 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. ________________ Date Completed 5361.20 __________________ Supervisor/Trainer 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. ________________ Date Completed 5361.21 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 31 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5361.0 PROVIDE CUSTOMER SUPPORT SERVICE…cont=d 5361.22 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. ________________ Date Completed 5361.23 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice _______________________________ Sponsor/Employer Name __________________ Supervisor/Trainer _____________________________ Sponsor/Employer Signature 32 © Ontario College of Trades PARTS TECHNICIAN 5362.0 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 e-mail, 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 5362.01 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. ________________ Date Completed 5362.03 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 33 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5362.0 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT…cont=d 5362.04 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. ________________ Date Completed 5362.05 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed 5362.07 __________________ Supervisor/Trainer 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. ________________ Date Completed 5362.06 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 34 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5362.0 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT …cont=d 5362.08 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. ________________ Date Completed 5362.09 __________________ Supervisor/Trainer 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. ________________ Date Completed 5362.10 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 35 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5362.0 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT …cont=d 5362.11 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. ________________ Date Completed 5362.12 __________________ Supervisor/Trainer 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. ________________ Date Completed 5362.13 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 36 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5362.0 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT …cont=d 5362.14 Communicate with others by e-mail 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. ________________ Date Completed 5362.15 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed 5362.17 __________________ Supervisor/Trainer 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. ________________ Date Completed 5362.16 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice 37 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5362.0 OPERATE COMPUTERS AND ELECTRONIC EQUIPMENT …cont=d 5362.18 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. ________________ Date Completed 5362.19 _______________ Apprentice __________________ Supervisor/Trainer 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. ________________ Date Completed _______________ Apprentice _______________________________ Sponsor/Employer Name __________________ Supervisor/Trainer _____________________________ Sponsor/Employer Signature 38 © Ontario College of Trades PARTS TECHNICIAN 5363.0 MAINTAIN INVENTORY GENERAL PERFORMANCE OBJECTIVE Stock components, rotate stock, 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 physical inventory/cycle count, process claims for short shipments, input inventory into stock records, create new part numbers, update parts status for obsolete parts, place orders with suppliers, receive returned parts, maintain security in the parts area and prevent profit loss or profit leaks in accordance with company policies and manufacturers’ recommendations. PERFORMANCE OBJECTIVES SKILLS 5363.01 Stock components in the correct warehouse or stock room locations including bins, shelves drawers, cabinets, containers, designated locations and automated parts movement and retrieval system; following inventory reports, packing slips and computerized location files, to maintain inventory at optimum levels and to assist in efficient retrieval and sale; in accordance with company policies. ________________ Date Completed 5363.02 _______________ Apprentice __________________ Supervisor/Trainer Rotate stock to maintain product shelf life following receipt of new stock, or following an inspection of the existing stock expiry dates or the date of receivable, using lifting and moving equipment including; dollies, fork lifts and pump lift carts, to rotate the stock to prevent product waste and profit loss, in accordance with company policies, manufacturers’ specifications and government regulations. ________________ Date Completed _______________ Apprentice 39 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5363.0 MAINTAIN INVENTORY…cont’d 5363.03 Relocate and organize shelves when required by sales promotions, seasonal items, new or discontinued products, product recalls, inventory updates, sales demands, measures to improve access to stock or ensure security, using; lifting and moving equipment, fork lifts, dollies, pump lift carts and related equipment; and by manual labour, to efficiently display and store stock, in accordance with company policies, manufacturers’ recommendations and government regulations. ________________ Date Completed 5363.04 _______________ Apprentice __________________ Supervisor/Trainer Interpret inventory analysis reports by analysing the increase or decrease in stock levels, taking note of the sales volume of fast moving items and identifying slow moving items, using reports, databases and computers to assist in the revision and update of stock orders; and to assist in planning, in accordance with company policies. ________________ Date Completed 5363.06 __________________ Supervisor/Trainer Create stock orders and expedite back orders by reviewing existing stock to determine shortages or needs using; parts lists, stock orders, out of stock reports, special order requests, purchase orders, computers, the Internet to ensure that the required stock levels are maintained and customer needs are met, in accordance with company policies. ________________ Date Completed 5363.05 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Verify and report out of stock items and negative counts by comparing actual on-hand products with recorded stock levels and the movement history of part using; computers, data bases and reports to record adjustments to ensure accurate stock records; and, to improve and maintain customer service, in accordance with company policies. ________________ Date Completed _______________ Apprentice 40 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5363.0 MAINTAIN INVENTORY…cont’d 5363.07 Perform a physical inventory/cycle count of all stock by manual count or electronic scanner, recording actual on hand products by type, manufacturer product line or location using; specified stock reports, computers and databases to ensure accurate stock levels and to maintain and improve customer service, in accordance with company policies. ________________ Date Completed 5363.08 _______________ Apprentice __________________ Supervisor/Trainer Receipt inventory into stock records following parts delivery by using supplier, manufacturer or vendor packing slips as the reference for input into the computer database; checking to ensure that the correct part numbers and quantities are received into the company database to maintain accurate stock levels, in accordance with company policies. ________________ Date Completed 5363.10 __________________ Supervisor/Trainer Process claims for short shipments and damaged parts by documenting discrepancies and recording damages using specified stock reports and computer databases; and, sending required claim forms to the vendor, manufacturer or supplier by computer to obtain replacement stock or credit, in accordance with company policies. ________________ Date Completed 5363.09 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Create new part numbers and set stocking levels by using manufacturers’ price lists and bulletins to create the part numbers and inputting the numbers on the data base; analysing sales history, lost sale reports, average weekly sales and analysis reports, to set stock levels for minimums and maximums on a daily and weekly basis; and, ensuring that the required amount of product is on hand to maintain the required minimum and maximum stock levels to meet sales demands and to enhance customer satisfaction, in accordance with company policies and manufacturers’ recommendations. ________________ Date Completed _______________ Apprentice 41 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5363.0 MAINTAIN INVENTORY….cont=d 5363.11 Update parts status for obsolete parts using manufacturers’ information including price lists, stock reports, product bulletins and product updates; ensuring that the parts= information is updated on computer records; and, disposing of obsolete stock, or returning it to the supplier when required, in accordance with company policies, manufacturers’ recommendations and government regulations. ________________ Date Completed 5363.12 __________________ Supervisor/Trainer Place orders with suppliers by, computer and Internet using parts lists, stock order reports, out of stock reports, special order requests and purchase orders; to ensure that required stock levels are maintained and daily customer needs are met, in accordance with company policies. ________________ Date Completed 5363.13 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Receive returned parts and determine the parts credit amount by inspecting the part to ensure that the correct part is being returned; completing the returned goods forms with all information including; proof of purchase, part numbers, quantities, customer information, invoice numbers, the reasons for the return and the type of refund to be issued; issue a credit using the original invoice and customer=s documents to verify the correct pricing and create hard copy credit notes using a computer and printer; and, return the parts to stock using lifting and moving equipment where required, tagging and isolating the returned parts in the designated area; to ensure efficient handling of customer returns and to maintain accurate inventory records, in accordance with company policies. ________________ Date Completed _______________ Apprentice 42 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5363.0 MAINTAIN INVENTORY….cont=d 5363.14 Maintain security in the parts area by inspecting the work area, putting stock away, locking doors and activating security systems to ensure access is limited to parts personnel in accordance with company policies. ________________ Date Completed 5363.15 _______________ Apprentice __________________ Supervisor/Trainer Prevent profit loss or profit leaks by maintaining inventory including receipts for inventory on stock, emergency or store transfer orders, annual inventory, cycle counts, returns to stock, accounting for damaged stock; and, by maintaining security in the parts storage areas to ensure minimal loss of inventory, in accordance with company policies. ________________ Date Completed _______________ Apprentice _______________________________ Sponsor/Employer Name __________________ Supervisor/Trainer _____________________________ Sponsor/Employer Signature 43 © Ontario College of Trades PARTS TECHNICIAN 5364.0 PERFORM SHIPPING AND RECEIVING OPERATIONS GENERAL PERFORMANCE OBJECTIVE Verify the number of cartons, and packages, unload stock, verify the stock count, separate customer orders from stock orders, handle returned parts, Inspect returned parts and document shortages and damaged parts in accordance with company policies, manufacturers’ recommendations and government regulations. PERFORMANCE OBJECTIVES SKILLS 5364.01 Verify the number of cartons and packages listed on the waybill by physically counting the cartons and recording any differences or short shipments between the waybill and the count; reporting the differences to the carrier; to ensure that all cartons and packages are received and recorded in accordance with company policies. ________________ Date Completed 5364.02 __________________ Supervisor/Trainer Unload stock from delivery vehicles using material handling equipment including pump carts, forklifts and dollies; lifting and moving smaller stock items manually when required, ensuring that the stock is placed in the receiving area in an undamaged condition, in accordance with company policies and within safety standards. ________________ Date Completed 5364.03 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Verify the stock count using the packing slip by physically counting items to ensure that all parts are received; checking for accuracy, shortages and damages; filing claim documents where necessary and inputting the information on the computer database in accordance with company policies, manufacturers’ recommendations. ________________ Date Completed _______________ Apprentice 44 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN U5364.0 PERFORM SHIPPING AND RECEIVING OPERATIONS….cont=d 5364.04 Separate customer orders from stock orders by physically sorting and checking the parts against the packing slips and back order reports; placing the customer orders in the appropriate locations to ensure efficient delivery; and, ensuring that stock orders are removed to stock in accordance with company policies. ________________ Date Completed 5364.05 _______________ Apprentice __________________ Supervisor/Trainer Inspect returned parts from the customer to determine their condition and the customer=s eligibility for credit, refund or exchange by checking for damage to the package, damage to the part, signs of misuse, incorrect labelling or routing and the particulars contained in the customer return documents, in accordance with company policies. ________________ Date Completed 5364.07 __________________ Supervisor/Trainer Handle returned parts by placing the parts in the return bins or designated locations with all the required paperwork or location tags, cross-referencing the paper work with the parts to ensure that the returned stock is placed in the correct locations in the warehouse, in accordance with company policies. ________________ Date Completed 5364.06 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Document shortages and damaged parts when receiving or shipping parts by inspecting the products and the packaging for damages; cross-referencing to the shipping documentation to determine the intended quantities; and, by accurately recording the damaged parts and the quantities or data base in accordance with company policies. ________________ Date Completed _______________ Apprentice 45 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN U5364.0 PERFORM SHIPPING AND RECEIVING OPERATIONS….cont=d 5364.08 Determine inbound and outbound freight charges by the size of the shipment and weight, the types of material, the method of shipping and the carrier using the telephone, fax, computer, Internet, weight scale, carrier documents, transportation of dangerous goods documents and customs documents; to ensure that the correct charges and tariffs are charged to the products and an accurate price is given to the customer, in accordance with company policies, manufacturers’ recommendations and government regulations. ________________ Date Completed 5364.09 _______________ Apprentice __________________ Supervisor/Trainer Locate parts using a computer and following parts lists and packing slips, pick the parts, operating a forklift, pump lift carts, conveyor belts or using manual lifting when required, to ensure efficient filling of orders for customer pick up, delivery or shipping, in accordance with company policies. ________________ Date Completed 5364.11 __________________ Supervisor/Trainer Provide shipping documentation when shipping parts by recording and printing parts information using computers, including: part numbers, description, weight and handling instructions, carrier, method of payment, customer or delivery address and any special instructions specified by the customer; and, attach the documentation to the parts to ensure efficient shipment in accordance with company policies, manufacturers’ recommendations and government regulations. ________________ Date Completed 5364.10 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Verify outgoing parts by visual inspection of part numbers, destination, address, departure time, product description and quantity, using the product packing slip, invoice, courier manifest or bill of lading, to ensure the correct shipment to the customer’s satisfaction, in accordance with company policies. ________________ Date Completed _______________ Apprentice 46 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN U5364.0 PERFORM SHIPPING AND RECEIVING OPERATIONS….cont=d 5364.12 Coordinate parts delivery by contacting the internal or external shipping carrier; informing the carrier of the pick-up date and time, delivery date and time, the size, weight and type of material; and, to determine the cost of freight, to ensure efficient delivery of the parts to the customer=s satisfaction, in accordance with company policies and manufactures recommendations and government regulations. ________________ Date Completed 5364.13 _______________ Apprentice __________________ Supervisor/Trainer Calculate tariff and taxes for the shipment of parts by export, using the charts and formulas provided by the courier companies; apply the tariff and taxes to the costs to complete the transaction and to ensure that the parts are shipped with the correct accounting and documentation, in accordance with company policies, and government regulations. ________________ Date Completed 5364.15 __________________ Supervisor/Trainer Document the method of shipping by completing the waybills and manifests provided by the courier with the shipment information including: the customer address, number of cartons, the weight of the shipment and the level of service required; and, recording the date, waybill numbers and all related details on the computer data base, customer invoice, and packing slip to ensure accurate records and efficient tracking of shipments, in accordance with company policies and manufacturers’ recommendations. ________________ Date Completed 5364.14 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Perform preventative maintenance on equipment by visual inspection to identify potential safety hazards including: loose parts, fluid leaks, broken or cracked structures, worn components and damaged tires; and, report the required repairs promptly to ensure continued safe operation of the equipment and protection of self and others, in accordance with company policies, manufacturers’= recommendations and government regulations. ________________ Date Completed _______________ Apprentice 47 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN U5364.0 PERFORM SHIPPING AND RECEIVING OPERATIONS….cont=d 5364.16 Package parts for domestic and export shipping by examining the product that is to be shipped, the type of material, size, weight, shipping method, shipping equipment and carriers; determining the required packaging supplies including; boxes, crates, skids, envelopes, bags, containers, strapping, wrapping, labels, documents and waybills; and using required equipment including; a fork lift, pump lift carts, conveyor belt, strapping machine, wrapping device, tape gun, weight scale and stapler; complete the required packaging, checking that the correct labels are applied and the shipping documents are completed to ensure efficient shipping, in accordance with company policies, manufacturers’ recommendations and government regulations. ________________ Date Completed 5364.17 _______________ Apprentice __________________ Supervisor/Trainer Maintain shipping supplies by using checklists and inspecting available stocks including: labels, boxes, package wrap, skids, carts and the required documentation and forms, to ensure an adequate supply on hand to maintain the speed of delivery, work output and customer service in accordance with company policies. ________________ Date Completed _______________ Apprentice _______________________________ Sponsor/Employer Name __________________ Supervisor/Trainer _____________________________ Sponsor/Employer Signature 48 © Ontario College of Trades PARTS TECHNICIAN 5365.0 PROVIDE TELEPHONE SERVICE GENERAL PERFORMANCE OBJECTIVE Operate telephone systems and components, demonstrate effective telephone operation, conduct telephone enquiries, interpret customer information, provide advice on parts availability, and complete parts sale, record sale and enquiry details and correct order discrepancies in accordance with best business practices, company policies. PERFORMANCE OBJECTIVES SKILLS 5365.01 Operate telephone systems and components including: receiver, head set and call queue, using functions for answering the telephone, retrieving messages from voice mail, forwarding calls and dialling out in the correct manner, to ensure efficient customer service in accordance with company policies. ________________ Date Completed 5365.02 __________________ Supervisor/Trainer Demonstrate effective telephone skills set by answering the telephone promptly, employing effective listening and speaking skills to achieve clear communications; and, by responding to requests, information inquiries and product orders in a friendly and professional manner, in accordance with best business practices and company policies. ________________ Date Completed 5365.03 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Conduct telephone enquiries to determine the customer’s specific requirements and concerns, product needs, quantities, applications, delivery timing, the degree of urgency and the delivery location, to ensure that the required products and services are available, to provide the customer with optimum service, in accordance with company policies. ________________ Date Completed _______________ Apprentice 49 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5365.0 PROVIDE TELEPHONE SERVICE….cont=d 5365.04 Interpret customer information by listening and documenting particulars and inquiring on any needed information, not provided by the customer, using a friendly and confident voice to ensure that customer needs are being met with empathy and understanding towards their needs in accordance with company policies. ________________ Date Completed 5365.05 __________________ Supervisor/Trainer Provide advice on parts availability and costs by checking in-house computer, product location, contacting outside vendors, manufacturers’ and suppliers, noting delivery modes including: time of day, time of week, holidays, week-ends; and, border services that may delay the shipment of parts as well as additional company costs relating to acquisition and transportation, in accordance with company policies. ________________ Date Completed 5365.06 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Complete parts sale by confirming the order inquiry details with the customer, including: purchase order, shipping method, shipping address, method of payment, additional parts requirements, if any, in accordance with best business practices, company policies. ________________ Date Completed _______________ Apprentice 50 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5365.0 PROVIDE TELEPHONE SERVICE ….cont=d 5365.07 Correct order discrepancies and advise the customer that the order will be expedited by recording information about parts, physically checking parts location and notifying personnel to re-pick the parts and ship them to the customer, to ensure customer satisfaction with product and service in accordance with company policies. ________________ Date Completed _______________ Apprentice _______________________________ Sponsor/Employer Name __________________ Supervisor/Trainer _____________________________ Sponsor/Employer Signature 51 © Ontario College of Trades PARTS TECHNICIAN 5366.0 PERFORM MERCHANDISING GENERAL PERFORMANCE OBJECTIVE Maintain parts and promotional materials, promote sales by displaying advertising incentives, assist company sales strategies, plan, order and pre-sell parts and products, promote repeat business, maintain and ensure required stocks, consult with manufacturer representatives and contribute to the development of purchasing plans in accordance with best business practices, company policies and manufacturers recommendations. PERFORMANCE OBJECTIVES SKILLS 5366.01 Maintain parts and promotional materials displays by replacing and updating when required including: showcases, wall displays, racks, display shelving and carousels using new, current, seasonal and high volume products, cleaning the displays when required, arranging the layout for optimum view and access to promote and enhance sales in a user friendly environment in accordance with best business practices, company policies and manufacturers’ recommendations. ________________ Date Completed 5366.02 _______________ Apprentice __________________ Supervisor/Trainer Promote sales by displaying advertising incentives provided by the company, suppliers and manufacturers’; including products, components, discounts and gifts using the prescribed displays and materials, catalogues, lists and accessing current computer and Internet information to enhance sales in accordance with best business practices, company policies and manufacturers’ recommendations. ________________ Date Completed _______________ Apprentice 52 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5366.0 PERFORM MERCHANDISING ….cont=d 5366.03 Assist company sales strategies by maintaining and providing on request data on product pricing, availability, range of products and quantity and by arranging for on time delivery by using catalogues, lists of materials, brochures, computer and Internet information, fax, telephone and mail communications in accordance with best business practices, company policies and manufacturers’ recommendations ________________ Date Completed 5366.04 _______________ Apprentice __________________ Supervisor/Trainer Promote repeat business by providing customers with current and timely information on pricing, range of products, quantity, by arranging on time delivery, hosting products fairs, seminars and receptions, and by keeping the customer informed on an ongoing basis, brochures, computer and Internet information, telephone and mail communications in accordance with best business practices, company policies and manufacturers’ recommendations. ________________ Date Completed 5366.06 __________________ Supervisor/Trainer Plan, order and pre-sell parts and products by distributing information to the customer of up-coming sales and promotions to ensure that the customer is aware of the sales and of the products that can be purchased at a lower price when ordering in quantity, using catalogues, lists of materials, brochures, computer and Internet information, fax, telephone and mail communications in accordance with best business practices, company policies and manufacturers’ recommendations. ________________ Date Completed 5366.05 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Maintain and ensure required stocks of fast moving products at point of sale by monitoring sales volume, re-stocking when required and by maintaining ongoing communications with suppliers to ensure re-supply using; brochures, computer and Internet information, telephone and mail communications in accordance with best business practices, company policies and manufacturers’ recommendations. ________________ Date Completed _______________ Apprentice 53 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5366.0 PERFORM MERCHANDISING ….cont=d 5366.07 Consult with manufacturer representatives to ensure current information on new products, updated or revised existing products, new applications, handling, storage, recycling, containment and transportation to enhance sales, enable customers to make informed decisions when purchasing products and materials in accordance with best business practices, company policies, manufacturers’ recommendations and government regulations. ________________ Date Completed 5366.08 _______________ Apprentice __________________ Supervisor/Trainer Contribute to the development of purchasing plans, sales strategies by attending planning meetings, inputting information on products, customer feedback on product reliability, customer satisfaction with product and quality using in-house records , computer and related information to assist the development of effective purchasing plans that identify sales volume, speed of traffic by product, customer satisfaction and volume of returns in accordance with best business practices and company policies. ________________ Date Completed _______________ Apprentice _______________________________ Sponsor/Employer Name __________________ Supervisor/Trainer _____________________________ Sponsor/Employer Signature 54 © Ontario College of Trades PARTS TECHNICIAN 5367.0 MANAGE AND PROCESS CORE RETURNS GENERAL PERFORMANCE OBJECTIVE Perform visual inspection of returned cores; inform customer of core return policy, process core returns, complete and process core return documentation in accordance with best business practices, company policies and manufacturers’ recommendations PERFORMANCE OBJECTIVE SKILLS 5367.01 Perform visual inspection of returned cores to assess their condition and suitability for re-conditioning, re-building and re-manufacturing by identifying the extent of the wear, damage, missing components and related deficiencies to determine customer credit or pro-rata return credit using , computer information, credit notices in accordance with,, company policies and manufacturers’ recommendations. ________________ Date Completed 5367.02 __________________ Supervisor/Trainer Inform customer of core return policy by detailing core charges, the acceptable return condition of core materials, packaging or required containers, limitations or related conditions; computer information, manufacturers’ bulletins, policy memoranda to ensure that the customer can make an informed decision regarding purchase, re-build, or re-manufacture in accordance with best business practices, company policies and manufacturers’ recommendations. ________________ Date Completed 5367.03 _______________ Apprentice _______________ Apprentice __________________ Supervisor/Trainer Process core returns by identifying product type and application, in identifying, labelling and packaging products in required containers, following prescribed core return procedure to ensure correct credit and customer information in accordance with best business practices, company policies and manufacturers’ recommendations. ________________ Date Completed _______________ Apprentice 55 © Ontario College of Trades __________________ Supervisor/Trainer PARTS TECHNICIAN 5367.0 MANAGE AND PROCESS CORE RETURNS ….cont=d 5367.04 Complete and process core return documentation by recording and listing details and product particulars, obtaining approval codes where required and reviewing credit notes using; specified manufacturer or re-builders documents, parts lists, product records, computer, Internet, fax and telephone communications to ensure accurate, timely and efficient processing in accordance with best business practices, company policies and manufacturers’ recommendations. ________________ Date Completed _______________ Apprentice _______________________________ Sponsor/Employer Name __________________ Supervisor/Trainer _____________________________ Sponsor/Employer Signature 56 © Ontario College of Trades PARTS TECHNICIAN You will be required to disclose this signed form to the Ministry of Training, Colleges and Universities in order to complete your program. The Ministry will use your personal information to administer and finance Ontario’s apprenticeship training system. For further information please see the notice/declaration for collection of personal information that is referenced in the table of contents of this training standard. APPRENTICE RECORD APPRENTICE NAME (Print): SPONSOR/EMPLOYER INFORMATION Training Agreement # Name Address Telephone E-mail Address SUMMARY OF TRAINING Employment Start Date Employment End Date Total hours of training & instruction between dates of employment. ________________ Date Completed _______________ Apprentice __________________ Supervisor/Trainer 57 © Ontario College of Trades PARTS TECHNICIAN APPRENTICE RECORD APPRENTICE NAME (Print): SPONSOR/EMPLOYER INFORMATION Training Agreement # Name Address Telephone E-mail Address SUMMARY OF TRAINING Employment Start Date Employment End Date Total hours of training & instruction between dates of employment. ________________ Date Completed _______________ Apprentice __________________ Supervisor/Trainer 58 © Ontario College of Trades PARTS TECHNICIAN APPRENTICE RECORD APPRENTICE NAME (Print): SPONSOR/EMPLOYER INFORMATION Training Agreement # Name Address Telephone E-mail Address SUMMARY OF TRAINING Employment Start Date Employment End Date Total hours of training & instruction between dates of employment. ________________ Date Completed _______________ Apprentice __________________ Supervisor/Trainer 59 © Ontario College of Trades PARTS TECHNICIAN APPRENTICE COMPLETION FORM APPRENTICE INFORMATION Name (Print) Signature Client ID Skill Sets when completed should be signed by the Supervisor/Trainer and presented with this completion form to your local Apprenticeship Client Services Office. Any supporting documentation should also be attached. In-school Completed (Proof to be Provided) Hours completed as per Contract: Yes ( ) No ( ) Not applicable ( ) Yes ( ) No ( ) SPONSOR/EMPLOYER INFORMATION Name (Print) Address Telephone E-mail Address Signature of Signing Authority 60 © Ontario College of Trades Not applicable ( )