Assist workshop operations by providing technical support in heavy goods and public service vehicle environments

Business Sectors (Suites): Maintenance and Repair - Heavy Goods and Public Service Vehicles
Developed by: IMI
Approved on: 30 Mar 2021


This standard is about providing a range of technical support to other workshop colleagues within a heavy goods or public service vehicle environment. It includes ensuring technical information is up to date and giving technical advice, instruction and briefings to colleagues.

Performance criteria

You must be able to:

P1 ensure vehicle technical information is up to date and accessible to workshop colleagues
P2 check colleagues have the correct technical resources to carry out their work
P3 identify any additional resources required correctly and promptly
P4 promptly report any problems affecting the operation of the workshop to your manager 
P5 respond promptly and positively to requests for technical help and *advice *
P6 provide colleagues with clear instruction on:

P6.1 product updates
P6.2 technical tasks
P6.3 what the results should be
P6.4 how they should perform tasks 
P6.5 the standard that must be achieved
P7 deliver technical instruction and demonstrations in a manner and at a speed that is appropriate to the individual concerned
P8 give on-going technical support and advice to colleagues using coaching and mentoring skills where appropriate
P9 ensure your support and advice is technically accurate and in line with:

P9.1 manufacturer’s instructions
P9.2 your organisation's and legal requirements
P10 give colleagues time to consider your response and give further explanation when appropriate, checking they have fully understood
P11 identify and correct mistakes in a way that supports your colleague's self-confidence and praise them when they perform tasks correctly
P12 check the work of colleagues at regular intervals and take prompt action to resolve problems
P13 suggest possible methods for improving the work of colleagues to your manager
P14 carry out your checks in a cost effective and efficient manner that is not detrimental to the smooth running of the workshop 

Knowledge and Understanding

You need to know and understand:

Legislative and organisational requirements and procedures
K1 the legislation and workplace procedures relevant to: 

K1.1 health and safety
K1.2 the environment (including waste disposal)
K1.3 appropriate personal and vehicle protective equipment
K2 legal requirements relating to the vehicle (including road safety requirements)
K3 the implications on an Operators Licence of not carrying out repairs correctly
K4 your workplace procedures for:

K4.1 recording fault location and correction activities
K4.2 reporting the results of tests
K4.3 the referral of problems
K4.4 reporting delays to the completion of work
K4.5 gaining up to date technical information and repair methods
K5 the importance of working to industry recognised diagnostic procedures and processes and obtaining the correct information for diagnostic activities to proceed 
K6 the importance of documenting diagnostic and rectification information
K7 the importance of working to agreed timescales and keeping others informed of progress and delays
K8 the relationship between time, costs and profitability

Personal Skills
K9 how to recognise when a colleague needs support
K10 how to give straightforward presentations on technical matters
K11 how to file and store technical information
K12 how to instruct colleagues and demonstrate tasks clearly and correctly, using coaching and mentoring skills
K13 how to conduct effective checks of your colleague’s work
K14 how to choose the best action to take when work is not in line with requirements
K15 how to discuss colleague’s work with them in a way that will encourage them to be positive and not lead to conflict
K16 how to give advice and guidance in a way that is appropriate to the colleague you are supporting
K17 how to recognise a training need
K18 what might happen if you undermine colleagues' self-confidence when correcting mistakes
K19 the importance of liaising with your manager when evaluating others' work and giving feedback
K20 the importance of continuous development and learning 


1. Information, advice and guidance may be about any of the following:

1.1. mechanical fault finding
1.2. electrical fault finding
1.3. electronic fault finding
1.4. hydraulic and fluid fault finding
1.5. pneumatic fault finding
1.6. customer handling
1.7. road testing
1.8. time
1.9. tools
1.10. equipment
1.11. materials
1.12. technical information

Scope Performance

Scope Knowledge





This section contains examples and explanations of some of the terms used but does not form part of the standard.

Heavy goods and public service vehicles
These are medium and large goods vehicles, buses and coaches of 3500kgs gross vehicle mass (GVM) and above.

Methods for improving the work of colleagues
Examples include further training, on-the-job coaching, giving people more appropriate responsibilities.

Examples include equipment, tool and material shortfalls and faults; requirements for new resources; lack of technical information; staffing or workload problems; training needs etc.

Support and advice
Examples include demonstrations, instruction and briefings

Technical information*
This could be hard copy, electronic information or verbal advice.

Links To Other NOS

External Links

Version Number


Indicative Review Date

31 Mar 2024





Originating Organisation


Original URN


Relevant Occupations

Engineering, Heavy Vehicle Diagnostic Technician (Automotive), Heavy Vehicle Fleet/Service Manager (Automotive), Heavy Vehicle Master Technician (Automotive), Vehicle Trades, Bus and Coach Mechanic, Bus and Coach Mechelec

SOC Code



Assist; workshop; operations; technical; support; heavy goods vehicle; public service vehicle; bus; coach;