Liaise with heavy goods and public service vehicle and product manufacturers on technical matters

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


This standard covers obtaining and providing information to and from heavy goods and public service vehicle manufacturers and suppliers for diagnostic activities, warranty activities, repairs and to support product development.

Performance criteria

You must be able to:

P1 be aware of current technical developments and information for the vehicles you handle
P2 seek assistance from manufacturers only when the prescribed diagnostic processes have failed
P3 provide information at the level of detail necessary and in a form and manner which the recipient will understand and accept
P4 promptly report technical problems and quality issues in line with manufacturer's requirements
P5 collect sufficient, detailed information on the vehicle, the problem and action taken prior to contacting the manufacturer
P6 ensure requests for information to manufacturers are made clearly and promptly
P7 respond to requests for information from manufacturers within the specified timescale
P8 ensure all information received from manufacturers is promptly passed on to the relevant person(s) 
P9 promptly report any anticipated delays in obtaining or providing information to the relevant person(s) 
P10 ensure your reports and technical information are complete, accurate and in the format required
P11 suggest possible methods for improving the reporting process to your manager, when necessary
P12 carry out your reporting in an 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 your workplace procedures for:

K3.1 recording fault location and correction activities
K3.2 reporting the results of tests
K3.3 the referral of problems
K3.4 reporting delays to the completion of work
K3.5 gaining up to date technical information and repair methods
K3.6 recording contact with manufacturers and suppliers
K4 the importance of working to industry recognised diagnostic procedures and processes and obtaining the correct information for diagnostic activities to proceed
K5 how to formulate and construct your own diagnostic procedures and processes in order 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 productivity 

Personal Skills
K9 how to communicate effectively with manufacturers, managers, colleagues and customers
K10 how to access the reporting system
K11 how to process information and compile reports
K12 when it is appropriate to contact the manufacturer and or supplier
K13 the limits of your authority and that of the designated personnel when liaising with the manufacturer or supplier


1. *Information *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.

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 Master Technician

SOC Code



Liaise; heavy goods vehicle; public service vehicle; product; manufacturers; technical; warranty; bus; coach;