Model Curriculum

Service Supervisor
SECTOR: Automotive
SUB-SECTOR: Automotive vehicle service
OCCUPATION: Technical service and repair
REF ID: ASC/Q1412, v1.0
NSQF LEVEL: 7

Service Supervisor
Service Supervisor
 TABLE OF CONTENTS

1. Curriculum 01
2. Trainer Prerequisites 07
3. Annexure: Assessment Criteria 08

Service Supervisor
 Service Supervisor
CURRICULUM / SYLLABUS

This program is aimed at training candidates for the job of a “Service Supervisor”, in the “Automotive”
Sector/Industry and aims at building the following key competencies amongst the learner

Program Name Service Supervisor

Qualification Pack
Name & Reference ID. ASC/Q1412, v1.0
ID

Version No. 1.0 Version Update Date 06/11/2018

Pre-requisites to
Diploma in Mechanical/Automobile Engineering
Training

Training Outcomes After completing this programme, participants will be able to:
• Repair and replace the clutch assembly and related components/
aggregates.
• Supervise and evaluate performance of the workshop.
• Plan and organise work to meet expected outcomes.
• Work effectively in a team.
• Maintain a healthy, safe and secure working environment.

Service Supervisor 1
 This course encompasses 5 out of 5 National Occupational Standards (NOS) of “Service Supervisor”
Qualification Pack issued by “Automotive Skill Development Council (ASDC)”.

Sr. Equipment
Module Key learning outcomes
No. Required
1 Introduction • Describe the role and responsibilities of Training Kit
a Service Supervisor. (Presentations,
Theory Duration • Explain functioning of various Trainer Guide),
(hh:mm) components and aggregates. cut sections of
04:00 Components/ aggregates: engine, engine, gear box,
Practical Duration gear box, propeller shaft, clutch and propeller shaft,
(hh:mm) brake assembly, transmission clutch assembly,
00:00 systems, axles etc. brake assembly,
• List major automobile manufacturers. axles.
Corresponding NOS • Analyse relevant and up-to-date
Code knowledge of vehicle design,
Bridge Module manufacture, consumer and vehicle
legislation, industry and trade
practices.
• Interpret accurately OEM (Original
Equipment Manufacturer) service
manuals and bulletins.
• State the importance of training and
various quality aspects of training.
• Describe various training methods to
train technicians.
• Interpret specifications of various
vehicular products.
2 Repair and replace • Describe how to train and provide Training Kit
the clutch assembly guidance (both technical and soft skills) (Presentations,
and related to the Technicians/ Component Trainer Guide),
components/ Specialists in all matters related to the retro-fitting kits,
aggregates overall automotive service, OEM service
maintenance and repair of OEM manuals, OEM
Theory Duration vehicle. bulletins, job card
(hh:mm) • Interpret correctly SOPs for sample, personal
76:00 equipments, auto components/ protective
aggregates, service, repair, equipment (PPE),
Practical Duration maintenance and replacement of warranty manual.
(hh:mm) various parts/ aggregates issued by
100:00 OEMs.
• Explain various types and aspects of
Corresponding NOS retro-fitments to be installed in the
Code batch of vehicles.
ASC/N1424 • Interpret all details of the required
service, maintenance or repair job
accurately.
• Allocate Technicians/ Component
Specialists as per the requirements of
the service, maintenance or repair to
be done on the OEM vehicle.
• Identify manpower gaps amongst the
technicians/ component specialists for

Service Supervisor 2
 Sr. Equipment
Module Key learning outcomes
No. Required
various workshop bays as per the OEM
guidelines.
• Communicate the relevant technical
aspects of the job to the technicians
though regular meetings.
• Identify the training gaps and
recommend technicians/ component
specialists for various trainings to
workshop manager.
• Explain the importance of wearing
personal protective equipment for
automotive industry.
• Ensure the availability of prescribed
Personal Protective Equipment (PPE)
at the shop floor.
• Drive a relevant 2/3/4 wheeler vehicle
which is an important part of the
diagnosis of the type of vehicle that is
dealt by the relevant OEM by the
respective technicians to ensure
proper diagnosis before starting of the
work on the relevant aggregate of the
vehicle.
• Ensure that the equipment, special
tools are used in the correct manner by
the technicians/component specialist
as per the OEM guidelines.
• Coordinate with the spare parts
manager to ensure supply of materials,
parts and other requirements.
• Ensure proper procurement of
unavailable Spare Parts from retail
counter in the open market in the most
cost-effective manner.
• Perform troubleshooting for various
simple and complex technical issues in
a logical sequence, following safety
guidelines.
• Manage quality issues in the work done
by the technicians and component/
aggregate specialists to reduce rework
or repeat complaints.
• Ensure that the complaints, service
and repair requirements of the
customer is resolved within time & cost
expectations.
• Perform actions for effective
supervision for thorough inspection of
the work carried out by technicians.
• Coordinate with warranty processor for
replacement of failed parts/ aggregates
as per the warranty manual and laid
down organizational guidelines.

Service Supervisor 3
 Sr. Equipment
Module Key learning outcomes
No. Required
• Perform maintenance of workshop
facilities and other tools including fixed
equipment regularly.
• Report to the superiors (Workshop In
charge and GM Service) on functioning
of the workshop or body shop and on
any requirements, challenges and
problems faced.
3 Supervise and • Identify process flow regarding Training Kit
evaluate performance appraisals, incentives, performance (Presentations,
evaluation and documentation. Trainer Guide),
Theory Duration • Define quantified measures and computer, office
(hh:mm) metrics to measure the performance of applications,
30:00 the subordinates. sample
• Set goals and targets as per performance
Practical Duration organisational directives for all evaluation matrix,
(hh:mm) reporting executives. sample HR
100:00 • Set tangible and achievable incentives policies.
for subordinates as per the goals and
Corresponding NOS targets assigned.
Code • Evaluate performance of subordinates
ASC/N0005 and reporting executives on the
designed measures and metrics as
per the guidelines of the organization.
• Provide feedback to the technicians
on their performance in a constructive
manner.
• Provide instructions and feedback to
technicians to improve their
performance.
• Document all performance indicators
and metrics of subordinates in the
prescribed format of organisation.
• Prepare appraisal documents in the
prescribed format.
• Handover all the documents and
appropriate support measures to
human resources department for
official records.
• Interact with HR department to ensure
timely performance of appraisal
activity.
• Implement proper process flow for
feedbacks and queries received from
subordinates.
• Describe basic working of computing
software or format as prescribed by
the organization.
Software: MS Word, Excel,
PowerPoint and Management
Information System (MIS)
• Use basic computing software
efficiently.

Service Supervisor 4
 Sr. Equipment
Module Key learning outcomes
No. Required
• Use ethical and realistic techniques to
motivate team to achieve the desired
results.
4 Plan and organize • Interpret Standard Operating Training Kit
work to meet Procedures (SOP) and plan sequence (Presentations,
expected outcomes of operations correctly. Trainer Guide),
• Keep the immediate work area clean standard operating
and tidy. procedure.
Theory Duration • Organise required tools and equipment
(hh:mm) for the task to be carried out.
30:00 • Maintain information confidentiality as
per the organisation’s guidelines.
Practical Duration • Seek guidance from the appropriate
(hh:mm) authority, when required.
50:00 • Establish and agree with the work
requirements with appropriate people.
Corresponding NOS • Manage time, resources and cost
Code effectively to achieve better results.
ASC/N0001
5 Work effectively in a • State the importance of Training Kit
team communication. (Presentations,
• Describe various communication Trainer Guide).
Theory Duration methods.
(hh:mm) • Explain the importance of listening
30:00 skills in day to day activities.
• Explain the importance of non- verbal
Practical Duration communication.
(hh:mm) • Describe principles of effective team
50:00 formation
• Communicate required information to
Corresponding NOS colleagues for necessary action as per
Code the organisation policy and protocols.
ASC/N0002 • Interact with customers and colleagues
demonstrating respectful behaviour at
all times.
• Adhere to commitments made to
complete the work timely and
accurately.
• Demonstrate problem solving and
decision making abilities.
• Collaborate with team members to
achieve the task.
• Carry out required documentation as
per the policy.
• Communicate effectively with
colleagues and customers.
• Read instructions and applicable
guidelines accurately.
• Seek clarification or advice from the
concerned authority.
• Check the quality of work and ensure
that the work is complete in all
respects.

Service Supervisor 5
 Sr. Equipment
Module Key learning outcomes
No. Required
6 Maintain a healthy, • Describe organization’s policy
Training Kit
safe and secure regarding health, safety and security. (Presentations,
working environment • Identify potential hazards at the Trainer Guide),
workplace and take necessary actions first aid kit,
Theory Duration to avoid such hazards. different types of
(hh:mm) • Report any identified safety breaches fire extinguishers,
30:00 to the concerned authority. personal
• Identify the components of a first aid protective
Practical Duration kit. equipment.
(hh:mm) • Provide first aid to minor injuries at the
50:00 workplace.
• Explain the term ‘Fire Triangle’.
Corresponding NOS • Identify various types of fire
Code extinguishers and state their
ASC/N0003 application.
• Operate a fire extinguisher to
extinguish the fire.
• Follow organisation’s emergency
procedures for accidents, fires or any
other natural calamity.
• Identify evacuation procedures for
workers and visitors.
• Summon medical assistance and the
emergency services, where necessary.
• Read and interpret various safety
symbols.
Total Duration Unique equipment required:
Training Kit (Presentations, Trainer Guide), cut sections of
Theory Duration engine, gear box, propeller shaft, clutch assembly, brake
200:00 assembly, axles, retro-fitting kits, computer, office applications,
first aid kit, different types of fire extinguishers.
Practical Duration
350:00 Training Aids:
OEM service manuals, Standard Operating Procedure (SOP),
OEM bulletins, job card sample, personal protective equipment,
warranty manual, sample performance evaluation matrix, sample
HR policies.

Grand Total Course Duration: 550 Hours, 0 Minutes

(This syllabus/ curriculum has been approved by Automotive Skill Development Council)

Service Supervisor 6
 Trainer Prerequisites for Job role: “Service Supervisor” mapped to
Qualification Pack: “ASC/Q1412 v1.0”

Sr.
Area Details
No.
1 Description A Trainer for Service Supervisor trains candidates in overseeing service;
repairing and performing maintenance work in the workshop as per the
OEM guidelines and managing the work done by mechanics and other
aggregate specialists within the expected time and cost to ensure
minimum repeat complaints.
2 Personal An individual on this job must have good communication and
Attributes interpersonal skills in addition to being a team player, as the job requires
coordination with various internal and external stakeholders to ensure
timely and cost effective service, maintenance and repair of the vehicle.
The individual must have a technical bend of mind to understand the
technical aspects of various aggregates/ components in the vehicle. The
individual should have time management skills to manage the day-to-day
operations of the technicians/ aggregate specialists in the workshop. The
individual should be methodological and systematic in his way of working
to supervise the working of the Technicians and Specialists and ensure
adherence to systems and processes.
3 Minimum
Educational Degree/Diploma in Automobile/Mechanical Engineering
Qualifications
4a Domain Certified for Job Role: “Service Supervisor” mapped to QP: “ASC/Q1412,
Certification v1.0”. Minimum accepted score is 80%
4b Platform Recommended that the Trainer is certified for the Job Role: “Trainer”,
Certification mapped to the Qualification Pack: “MEP/Q2601”. Minimum accepted as
per respective SSC guidelines is 80%.
5 Experience • 5-6 years of work experience as a service supervisor
• 1-2 years of teaching/training experience is preferred

Service Supervisor 7
 Annexure: Assessment Criteria

Criteria For Assessment Of Trainees

Job Role: Service Supervisor

Qualification Pack: ASC/Q1412
Sector Skill Council: Automotive Skill Development Council
ASDC assessor would be conducting Practical and Viva as per the criteria provided in the NOS/QP.

Guidelines for Assessment

1. Assessment to be conducted by ASDC as per competency output defined in the NOS/QP and the
assessment criteria provided in the NOS/QP.
2. Assessment to be carried out by a third party Assessment Body duly affiliated to the SSC.
3. ASDC assessments will be comprehensive and cover all aspects of acquired knowledge, practical skills
and also basic ability to communicate. Accordingly, evaluation process would include:
i. Theory/Knowledge test
ii. Practical demonstration test
iii. Face to Face
4. Theory/Knowledge assessment will be carried out on line through a link provided for each assessment
that generates a random paper from a bank of questions available at the back end.
•On line test would be conducted in the presence of an ASDC assessor till web enabled proctoring is
deployed.
5. ASDC assessor would be conducting Practical and Viva as per the criteria provided in the NOS/QP.
6. Cut off criteria for certification (Marks obtained in %):70%

Job role Service Supervisor

Qualification Pack ASC/Q 1412

No. Of NOS 1 Role specific, 4 generic

Assessable Assessment criteria Marks Allocation

Outcomes
Out of Theory Skills
Practical

ASC/N1424 PC1. allocate technicians/ component 300 5 10

Repair and specialists as per the requirements of the
replace the service, maintenance or repair to be done on
clutch the OEM vehicle
assembly and
related PC2. manage quality issues in the work 8 16
components/ done by the technicians and components/
aggregates aggregate specialists to reduce rework or
repeat complaints

Service Supervisor 8
 PC3. manage day to day troubleshooting 6 12
of various components and coordinate with
technical specialists to ensure that
appropriate action is taken on the root cause
of the issue

PC4. identify manpower gaps with 5 10

respect to the technicians/ component’s
specialists for various workshop bays as per
the OEM guidelines

PC5. identify the training gaps and 6 12

recommend technicians/ component
specialists for various trainings to Workshop
manager

PC6. ensure that the complaints, service 8 16

and repair requirements by the customer is
resolved within time & cost expectations

PC7. ensure that the equipment’s, 8 16

special tools are used in the correct manner
by the technicians/component specialist as
per the OEM guidelines

PC8. manage the maintenance of 7 14

workshop facilities and other tools including
fixed equipment

PC9. coordinate with the Spare Parts 7 14

Manager to ensure supply of materials, parts
and other requirements

PC10. ensure proper procurement of 6 12

unavailable Spare Parts from retail counter
in the open market in the most cost-effective
manner

PC11. coordinate with warranty processor 7 14

for replacement of failed parts/ aggregates
as per the warranty manual and laid down
organizational guidelines

PC12. report to the superiors (Workshop In 6 12

charge and GM Service) on functioning of
the workshop or body shop and on any
requirements, challenges and problems
faced

PC13. provide personnel protective 7 14

equipment to all people working on the bays
of the workshop to promote a safe working
environment

Service Supervisor 9
 PC14. ensure discipline and adherence of 6 12
technicians/ components specialists to
organisation’s regulations

PC15. drive a relevant 2/3/4 wheeler 8 16

vehicle which is an important part of the
diagnosis of the type of vehicle that is dealt
by the relevant OEM by the respective
technicians to ensure proper diagnosis
before starting of the work on the relevant
aggregate of the vehicle

Sub Total 100 200

ASC/N0005 PC1. set goals and targets as per 75 2 4

Supervise organisational directives for all reporting
and evaluate executives
performance
PC2. create quantified measures and 3 6
metrics to analyse the performance delivered
by subordinates

PC3. set tangible and achievable 2 4

incentives for subordinates as per the goals
and targets assigned

PC4. ensure and implement strict 2 4

adherence of all activities performed by
subordinates to organisational guidelines

PC5. monitor and supervise all the 2 4

activities performed by subordinates and
ensure optimisation to achieve the set goals

PC6. evaluate performance of 2 4

subordinates and reporting executives on the
designed measures and metrics as per the
guidelines of the organization

PC7. assist and support reporting 2 4

executives whenever necessary or
applicable

PC8. document all performance 2 4

indicators and metrics of subordinates in the
prescribed format of organisation

PC9. perform all appraisal related 3 6

process flow for subordinates, as per
respective performance documents

PC10. handover all the documents and 2 4

appropriate support measures to human
resources department for official records

Service Supervisor 10
 PC11. ensure and implement proper 3 6
process flow for feedbacks and queries
received from subordinates

Sub Total 25 50

ASC/N0001 PC1. keep immediate work area clean 150 6 12

Plan and and tidy
organise
work to meet PC2. treat confidential information as per 5 10
expected the organisation’s guidelines
outcomes PC3. work in line with organisation’s 5 10
policies and procedures

PC4. work within the limits of job role 5 10

PC5. obtain guidance from appropriate 6 12

people, where necessary

PC6. ensure work meets the agreed 6 12

requirements

PC7. establish and agree on work 5 10

requirements with appropriate people

PC8. manage time, materials and cost 7 14

effectively

PC9. use resources in a responsible 5 10

manner

Sub Total 50 100

ASC/N0002 PC1. maintain clear communication with 150 6 12

Work colleagues (by all means including face-to-
effectively in face, telephonic as well as written)
a team
PC2. work with colleagues to integrate 6 12
work

PC3. pass on information to colleagues in 5 10

line with organisational requirements both
through verbal as well as non-verbal means

PC4. work in ways that show respect for 6 12

colleagues

PC5. carry out commitments made to 6 12

colleagues

PC6. let colleagues know in good time if 7 14

cannot carry out commitments, explaining
the reasons

PC7. identify problems in working with 7 14

colleagues and take the initiative to solve
these problems

Service Supervisor 11
 PC8. follow the organisation’s policies 7 14
and procedures for working with colleagues

Sub Total 50 100

ASC/N0003 PC1. comply with organisation’s current 150 6 12

Maintain a health, safety and security policies and
healthy, safe procedures
and secure
working PC2. report any identified breaches in 6 12
environment health, safety, and security policies and
procedures to the designated person

PC3. coordinate with other resources at 5 10

the workplace to achieve the healthy, safe
and secure environment for all incorporating
all government norms esp. for emergency
situations like fires, earthquakes etc.

PC4. identify and correct any hazards like 6 12

illness, accidents, fires or any other natural
calamity safely and within the limits of
individual’s authority

PC5. report any hazards outside the 6 12

individual’s authority to the relevant person
in line with organisational procedures and
warn other people who may be affected

PC6. follow organisation’s emergency 7 14

procedures for accidents, fires or any other
natural calamity

PC7. identify and recommend 7 14

opportunities for improving health, safety,
and security to the designated person

PC8. complete all health and safety 7 14

records are updates and procedures well
defined

Sub Total 50 100

TOTAL 825 275 550

Service Supervisor 12
Service Supervisor 13