Kenny Freeland
Job Roles in the Automotive Environment (Unit Ref:003)
10-12-14
1. Explain using diagrams where appropriate, the key organisational structures, functions,
roles and limits of responsibility, of the personnel in a typical medium to large company
within the automotive work environment.
Branch Manager (main office)
Body shop
manager
Repair
workshop
manager
Body
Specialist
supervisor
Paint shop
manager
Valeting
manager
Parts manager
Sales
manager
Master
tech
Supervisor
Valeting
specialist
supervisor
Parts
supervisor
Salesperson
Preppers
Technicians
painters
Valeters
Parts
advisor
Apprentice
sales
Panel
beaters
Mechanics
Preppers
Apprentices
Assistants
and logistics
Human
resources
Apprentices
Apprentices
Apprentices
Apprentices
Assistants
Main office
Recruitment
manager
Receptionist
Apprentices
Kenny Freeland
Job Roles in the Automotive Environment (Unit Ref:003)
10-12-14
Branch manager: Head of the specific dealership branch and would report to the company
hierarchy.
Body shop manager: In charge of all the work taking place in the body shop and assessing work
times and costs
Body specialist supervisor: Carry out and over see finished work along with assessments and costs.
Preppers: Working closely with the paint shop and body specialists to prepare vehicles for work.
Panel beaters: Specialise in dent removal and general body removal and replacement.
Apprentice bodyshop: Most likely assist in panel beating, removal of damaged parts and tidying the
workplace.
Repair workshop manager: In charge of work schedule for vehicles coming in and responsible for
fast turn-around of repairs.
Master tech: Highly trained technician who is skilled at in depth fault diagnosis and advanced
mechanical procedures.
Technicians: Mechanics with good diagnosis skills and electrical skills
Mechanics: Experienced with working on vehicles and replacing components.
Apprentice mechanics: Will assist in removing and replacing components, low level repairs and
keeping the workplace tidy.
Paint shop manager: Over sees the paint shop and authorizes orders.
Supervisor: Maintains safety and good working practice and is in charge of the painters.
Painters: Work closely with the preppers in getting vehicles painted fast and to a good standard.
Preppers: Will do necessary work to get the vehicle in ready for paint work or similar.
Apprentice paint shop: Help prepare vehicles and prepare tools for use.
Valeting manager: In charge of valeting across the whole branch and orders in the specialist
equipment.
Valeting specialist supervisor: In charge of the valeters and makes sure vehicle are clean and
presentable across the forecourt and to the customer.
Valeters: Keep vehicles clean and presentable.
Apprentice valeters: Will learn how to clean vehicles correctly and keep the company branch
presentable.
Parts manger: Makes orders of stock and communicates with factory OEM parts sources.
Parts supervisor: In charge of the parts advisors and maintains efficiency in the department.
Parts advisor: Talks to colleagues and customers on what parts to use/purchase and sells goods.
Assistants and logistics: Packaging of goods and delivery to specific addresses.
Apprentices parts: Will learn how to use specialised computer systems and communicate with
customers along with picking parts for dispatch.
Sales manager: In charge of the actions of the sales team, authorizing deals on vehicles and
finalization of transactions.
Salesperson: Direct communicators to the customers on the showroom floor. and in most cases will
oversee the process of purchasing as well as test drives and product demonstrations.
Apprentice sales: Will learn transactions, how to deal with customers and sell the vehicles/products.
Main office: This area would contain the clerical side of work such as records, statistics and company
traffic. Recruitment manager will be in charge of hiring staff along with a receptionist who directs
communication around the business. Human resources will deal with internal business support such
as wages. Finally assistants and apprentices in this area will deal with filing and recording data.
Kenny Freeland
Job Roles in the Automotive Environment (Unit Ref:003)
10-12-14
Describe how the areas listed below would relate to each other within a large automotive
dealership.
A: body shop- Apprentice body workers, panel beaters, preppers and painters in that workshop
along with a body shop manager and supervisor/assistant manager. Would work closely to the paint
shop due to the close relation of body repair and re-spraying. Will also be in contact with valeting to
finalise repaired vehicles
B: vehicle repair workshop- For all the mechanical work. apprentices mechanics, mechanics,
technicians and master techs, a supervisor or foreman and a workshop manager.
C: paint shop- Closely related to the body shop, Apprentices, painters, finishers (may link to
valeting) along with a supervisor and paint shop manager. Would also be in contact with valeting.
D: valeting- The valeting area with valeters and a manager controlling the quality of the work and
cleaning. Valeting specialists will also deal with pre delivery inspections. The valeting area always has
it’s place after each job is completed in the body shop and the vehicle repair shop. It is a
complimentary service that the dealership provides to give that extra thing to the customers to
make them happy with the service they have paid for etc. It would be linked with sales typically upon
purchase of a car.
E: vehicle parts department- Parts advisors, assistants and a parts manager to control parts sales,
orders, and stock control. The parts department are in communication to all the workshops to
provide the technicians with the correct parts instantly from stock or from ordering in next day
service, but they also serve trade accounts elsewhere for parts supplies to the motor trade and also
public customers.
F: main office- Houses all the managers in the dealership, including the Dealership Manager, Branch
manager or similar. Also you will have the recruitment department, human resources as they work
on advertising, vacancies, wages etc. Main office will mostly interact with the sales managers.
G: vehicle sales- Approx 4 salespersons on the floor and a sales manager that controls finalised sales.
the salespersons are dealing with to the customers, for example: If the customer wants the price to
be reduced on a vehicle the salespersons goes through the sales manager and he or she can say
whether they can go ahead with it as all sales can include a various amount of discounts per day etc.
This can also connect to the main office especially when it comes to vehicle prices. Vehicle sales has
constant communication with the main office to get the deals with customers and make sure sales
are completed.
H: reception- There’s usually just one person on reception but sometimes there can be two or more
depending on how busy the dealership can be. It’s likely that the reception can contact/phone any of
the apartments above to communicate with. The reception is the main front to all customers
Kenny Freeland
Job Roles in the Automotive Environment (Unit Ref:003)
10-12-14
whether they are trade or public, and they direct calls to each department, they also forward
information onto managers and salespersons etc.
2. A customers’ new vehicle has been returned to the repair workshop for a repair on the
engine (or body), which involves parts replacement under manufacturers’ warranty. The
repair is one which has not been undertaken before at the workshop.
In order to carry out the complete task, explain:A: The type of information that would need to be obtained.
Customer details (saved on computer when vehicle was purchased.
Vehicle information: Make, model, VIN, colour, previous work history, how old the vehicle is (is it still
under warranty?) mileage.
Details of the problem, the describing what happened (typically for mechanical diagnosis).
B: Where it may be found.
Workplace computer, digital archive or paper based records.
C: The importance of interpreting the information correctly.
Ordering the correct part.
Not wasting the customers time.
Causing damage to the vehicle by fitting the wrong component.
In worst cases the customer could potentially have an accident because of an incorrect part being
fitted.
Correct adjustment of the part if it possesses any form of adjustment for example a steering column
or track rod ends.
D: The procedure for locating the correct parts.
Parts computer or specialist software if available.
paper based tech manual specific for the vehicle.
Contact a parts supplier or dealership parts center for advice.
Check corresponding part numbers/codes that may be on the product itself.
Kenny Freeland
Job Roles in the Automotive Environment (Unit Ref:003)
10-12-14
3. Describe by using typical examples, where the following types of communication would be
used in an automotive environment.
A: verbal- Used all the time, reactions and response, tone of voice, safety in the workplace, formal
and informal.
B: signs and notices- MOT, PPE, VPE, COSHH, sign, instruction, warning, formal and informal
communication, delivery notices, insurance.
C: memos- Memos to staff, sticky notes, staff, reception, instant messages via tablets and mobile
hardware.
D: telephone- Contact details, job bookings, dates times, cost parts labour, car history, bank details,
VAT on credit cards.
E: electronic mail- Contact list, all departments, structure, information to groups, record of
evidence, used for sending large of data, proof of sending, subscriptions to deals etc..
F: vehicle job card- Details of work, make model, VIN, previous work, equipment used, auto data,
parts, disclaimer.
G: notice boards- MOT, PPE, VPE, COSHH, sign, instruction, warnings, formal and informal
communication, delivery notices, insurance, parking.
H: SMS text messages- Quick marketing, MOT or servicing reminders, notifications, reminders.
I: letters- To staff, customers, MOT reminders, manager, offers, boss, accountants, bills, apologies,
technical service bulletins.
Kenny Freeland
Job Roles in the Automotive Environment (Unit Ref:003)
10-12-14
4. Explain how to develop working relationships with colleagues and customers in the
automotive workplace.
Developing good working relationships with colleagues and customers in the workplace can be
achieved by doing the following:
First impressions
The first few seconds could make the difference between a customer choosing to get work done at a
certain garage. Whether its them calling and getting a polite response on the phone, or driving to a
garage and seeing that it’s a very well presented and professional establishment could be vital.
Communication
Extra Checks – When vehicles are worked on it can be ideal to notify the customer of any other areas
that require attention. By showing you have taken a bit more time into making sure the customer
has a good idea of their vehicles status they could return in the future.
Politeness
To your colleagues and customers. Remembering people’s names and being accommodating to their
needs by showing enthusiasm to helping out.
Punctuality
Being at work on time and working to deadlines.
Respect
To your colleagues and customers.
Responsibility
Being able to take responsibility for your actions and consequences.
Transparency
Being clear about work and what you can do.
Honesty
Being honest in the workplace for example: understanding how specialised equipment works before
using it.
Kenny Freeland
Job Roles in the Automotive Environment (Unit Ref:003)
10-12-14
Methodical
Being able to work in a manner that is safe, correct and organized.
Customer care
Keeping the customer in mind and taking good care of their vehicle.
Making the best out of a bad situation
Giving the customer the best options and advice.
Customer feedback
Allow customers to submit feedback easily to develop a strong platform for showing your business
has good customer service.
Representing the company out of work
Make sure you are professional out of work as well and how you talk about your company even
through online forums and social media.
To keep a positive attitude
Keeping a positive attitude in the workplace.
Situations outside of the workplace
Do not bring outside issues into the workplace especially if they can affect work performance
between colleagues.
Maintain relationships in the workplace
Keep a good social vibe within the workplace so colleagues and customers communicate well.
Out of the workplace training
Activities and training outside of the workplace can help build good relationships between
colleagues and even people who work in different departments.