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Provide technical support and advice to colleagues working at the roadside

URN: IMIRR19
Business Sectors (Suites): Roadside Assistance,Vehicle Recovery
Developed by: IMI
Approved on: 2023

Overview

This standard is about providing a range of technical support to other colleagues working in roadside situations. It includes ensuring technical information is up to date and giving technical advice, instruction and briefings to colleagues.

Important Note: This does not include working on any high energy system or component.

Performance criteria

You must be able to:

P1 check vehicle technical information is up to date and accessible to roadside colleagues 
P2 check colleagues have the correct technical resources to carry out their work 
P3 identify any additional resources required correctly and promptly 
P4 report any problems affecting the operation at the roadside to your manager promptly 
P5 respond to requests for technical help and advice promptly and positively 
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(s) concerned 
P8 give on-going technical support and advice to colleagues 
P9 ensure your support and advice is technically accurate and in line with manufacturer's instructions and your organisation's requirements 
P10 choose the most effective situation for giving support and advice to colleagues 
P11 give colleagues time to consider your response and give further explanation when appropriate, checking they have fully understood 
P12 identify and correct mistakes in a way that supports your colleagues' self-confidence and praise them when they perform tasks correctly 
P13 check the work of colleagues at regular intervals and take prompt action to resolve problems 
P14 suggest possible methods for improving the work of colleagues to your manager, when necessary 
P15 carry out your checks in a cost effective and efficient manner that is not detrimental to the smooth running of the business

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 employee rights and responsibilities 
K1.3 the environment including disposal of waste 
K1.4 appropriate personal and vehicle protective equipment 
K1.5 road safety requirements 
K1.6 the type of vehicle being worked on 
K2 your workplace procedures for: 

K2.1 recording fault location and correction activities 
K2.2 reporting the results of tests 
K2.3 the referral of problems 
K2.4 reporting delays to the completion of work 
K2.5 gaining up to date technical information and repair methods 
K3 the importance of working to recognised diagnostic procedures and processes and obtaining the correct information for diagnostic activities 
K4 the importance of documenting diagnostic and rectification information 
K5 the importance of working to agreed timescales and keeping others informed of any delays

Personal skills
K6 how to give straightforward presentations on technical matters 
K7 how to file and store technical information 
K8 how to instruct colleagues and demonstrate tasks clearly and correctly 
K9 how to conduct effective checks of your colleague’s work 
K10 how to choose the best action to take when work is not in line with requirements 
K11 how to discuss colleague’s work with them in a way that will encourage them to be positive and not lead to conflict
K12 how to give advice and guidance in a way that is appropriate to the colleague you are supporting 
K13 how to recognise a training need 
K14 what might happen if you undermine colleague’s self-confidence when correcting mistakes 
K15 the importance of liaising with your manager when evaluating others' work and giving feedback 
K16 the importance of continuous development and learning

Scope/range

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 fault finding 
1.5. customer handling 
1.6. road testing 
1.7. time 
1.8. tools 
1.9. equipment 
1.10. materials 
1.11. technical information

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

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

*
Manufacturers 
Examples include vehicle and original equipment manufacturers 

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

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

Situation for giving support and advice 
Examples include one-to-one during a work activity, one-to-one away from a work activity or to the whole team. 

Support and advice 
Examples include demonstrations, instruction and briefings. 

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

 *Vehicles *
This can be any vehicle being worked on at the roadside. Examples could include light vehicles, commercial vehicles, motorcycles.

VEHICLE AREAS COVERED BY THIS NOS: 

Engine Area 
Engines, cooling systems, electronic ignition, petrol fuel injection, diesel fuel injection, engine management systems 

Transmission and Driveline Area 
Clutch assemblies, clutch operating systems, manual gear boxes, automatic gear boxes (including electronic control), drivelines and hubs and final drive assemblies 

Chassis or Frame Area 
Suspension systems, assisted steering systems, non-assisted steering systems, braking systems, ABS/traction control, wheels and tyres, stability systems, bodywork and related areas 

Electrical Area *
Starting systems, charging system, body electrical systems (including wiring harnesses, lighting systems, auxiliaries, CANBUS systems, fibre optics, vehicle condition and monitoring, comfort and convenience, alarm systems), supplementary restraint systems (SRS), heating and air conditioning systems, climate control, communication equipment, navigation systems and entertainment equipment 

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

2026

Validity

Current

Status

Original

Originating Organisation

IMI

Original URN

RR19

Relevant Occupations

Engineering, Roadside Assistance Manager, Roadside Assistance Senior Technician, Vehicle Damage Assessment Operators, Vehicle Recovery Technical Operator, Vehicle Trades

SOC Code

5231

Keywords

Technical; support; roadside; advice; guidance; information; colleagues