14
VSE 1 Essential Test Procedures Course Vehicle Systems Do you have the confidence to swiftly category: Electrical Duration: 2 day Forms part of: Diagnostic Technician Programme identify electrical system faults? This course provides the essential foundation skills! Who this course is for: Garage service technicians who carry out any electrical testing or diagnosis on modern vehicle systems. The focus is to provide delegates with a working knowledge of the test procedures that allow correct diagnosis of system and circuit faults. The underpinning theory and practical exercises will provide trainees with sound foundation knowledge of auto electrical principles and fundamental test procedures using digital multi-meters and oscilloscopes. Course content: Electrical properties and values Procedures with test equipment Series and parallel circuits Circuit symbols and using wiring diagrams Battery technology, test Voltage drop testing Testing continuity, insulation and resistance Alternator and starter circuits – operation, test and diagnosis Prerequisites: Attendance on this course is a prerequisite to further attendance and successful development on other courses in the Bosch Diagnostic Technician programme. It is recommended but not essential that prior to VSE 1 you have familiarity with the operation of typical garage test equipment and have attended the relevant and diagnosis the operation of typical garage test equipment and have attended the relevant equipment operator's courses. Attainment: On successful completion of VSE 1, delegates will be able to: Refer to a typical system wiring diagram, identify the electrical components and the current paths connecting them to the control unit(s) of the system. Understand the important electrical test procedures for the electrical systems on a typical vehicle Course date and venue: Please contact your local Bosch Distributor for details systems on a typical vehicle Carry out correct test procedures using voltage, resistance, current and voltage drop measurements to determine circuit condition and identify faults which may be present in vehicle system circuits. Automotive Training

Bosch Diagnostic Technician Course flyer

Embed Size (px)

DESCRIPTION

Bosch Training Course Information for the Automotive Aftermarket

Citation preview

Page 1: Bosch Diagnostic Technician Course flyer

VSE 1 Essential Test Procedures

Course Vehicle Systems Do you have the confidence to swiftly category: Electrical

Duration: 2 day

Forms part of:DiagnosticTechnician Programme

identify electrical system faults? This course provides the essential foundation skills! Who this course is for:

Garage service technicians who carry out any electrical testing or diagnosis on

modern vehicle systems. The focus is to provide delegates with a working

knowledge of the test procedures that allow correct diagnosis of system and

circuit faults. The underpinning theory and practical exercises will provide

trainees with sound foundation knowledge of auto electrical principles and

fundamental test procedures using digital multi-meters and oscilloscopes.

Course content: Electrical properties and values

Procedures with test equipment

Series and parallel circuits

Circuit symbols and

using wiring diagrams

Battery technology, test

Voltage drop testing

Testing continuity, insulation and resistance

Alternator and starter circuits – operation, test and diagnosis

Prerequisites:

Attendance on this course is a prerequisite to further attendance and successful

development on other courses in the Bosch Diagnostic Technician programme.

It is recommended but not essential that prior to VSE 1 you have familiarity with

the operation of typical garage test equipment and have attended the relevant

and diagnosis

the operation of typical garage test equipment and have attended the relevant

equipment operator's courses.

Attainment:

On successful completion of VSE 1, delegates will be able to:

Refer to a typical system wiring diagram, identify the electrical components

and the current paths connecting them to the control unit(s) of the system.

Understand the important electrical test procedures for the electrical

systems on a typical vehicle

Course date and venue:

Please contact your local Bosch Distributor for details

systems on a typical vehicle

Carry out correct test procedures using voltage, resistance, current and

voltage drop measurements to determine circuit condition and identify faults

which may be present in vehicle system circuits.

Automotive Training

Page 2: Bosch Diagnostic Technician Course flyer

VSTD 9Course Vehicle Systems Gain invaluable skills in the utilisation of an

Oscilloscope Operation & Signal Test Methods

category:y

Test & Diagnostic

Duration: 2 day

Forms part of:DiagnosticTechnician Programme

oscilloscope for the diagnosis of faults

Who this course is for:

This course is for any automotive technician expected to diagnose vehicle

system faults and test electrical circuits or components. Automotive

oscilloscopes are being increasingly utilised for the confirmation of faults and are

now an essential piece of equipment for most workshops The ability to test thenow an essential piece of equipment for most workshops. The ability to test the

signals passing between electronic systems and the respective actuators and

sensors is now a routine skill set. This course is an introduction to the skills

required in using a typical Automotive Oscilloscope for fault diagnosis.

Course content:

Review of the Oscilloscope

Display, Controls Adjustments & Settings

Typical Defective Signals

Typical applications and

Connections and Test methods

Waveform interpretation & analysis

Prerequisites:

Completion of course VSE 1 “Essential Test Procedures” is a prerequisite to

attending VSTD 9 and delegates should be fully conversant with the electrical

values of voltage, current, resistance and the use of a multi-meter. Prior

attendance on the appropriate equipment user’s courses is recommended.

signal examples

Waveform display methods

Attainment:

On successful completion of VSTD 9, delegates will be able to:

Accurately connect a typical automotive oscilloscope to a vehicle system

and display the signals so that they can be clearly seen and remain stable

on the scope display.

Adjust the common oscilloscope controls and settings to manipulate the

signal displayed so that individual parts of the signal waveforms can be

Course date and venue:

Please contact your local Bosch Distributor for details

signal displayed so that individual parts of the signal waveforms can be

analysed.

Analyse and compare wave forms to determine indications of signal input /

output response, fault areas and periods of signal failure or interference.

Automotive Training

Page 3: Bosch Diagnostic Technician Course flyer

VSG 2 Engine Management: Spark Ignition & DiagnosisDo you fully understand COP and wastedCourse Vehicle Systems Do you fully understand COP and wasted spark? What about spark line, kV and burn times… which are the relevant values? Who this course is for:

Automotive technicians involved in the diagnosis of engine management faults

and the analysis of electronically managed ignition systems. Delivering the

essential theoretical knowledge and practical skills applicable to the analysis of

category: Electronic

Duration: 2 day

Forms part of:DiagnosticTechnician Programme

essential theoretical knowledge and practical skills applicable to the analysis of

ignition related problems, this course will enable technicians to progress

efficiently through the steps of test, diagnosis and repair.

Course content:

This course provides comprehensive knowledge about the operation of electronic

ignition systems from their inception through to the latest distributorless systems.

The modules cover the following topic areas:

Spark ignition principles

Inductive and Hall systems

Ignition waveform display

Prerequisites:

Successful completion of courses VSE 1 and VSTD 9 is a prerequisite to

attending course VSG 2. Attendees should ideally have some experience in

using an oscilloscope for ignition analysis. All delegates however, must be

ECU controlled ignition

Distributorless ignition

Diagnosis of DFS and COP systems

using an oscilloscope for ignition analysis. All delegates however, must be

familiar with typical diagnostic tester and oscilloscope operation along with

having attended the appropriate equipment operator’s courses.

Attainment:

On successful completion of VSG 2, delegates will be able to:

Accurately diagnose engine system faults relating to ignition problems and

the corrective action for repair.

C t t ti i t t t d t i th Carry out testing on engine management systems to determine the

serviceability of the ignition components and their operational integrity.

Interpret typical ignition Primary and Secondary oscilloscope displays and

in-cylinder performance as an aid to system diagnosis.

Course date and venue:

Please contact your local Bosch Distributor for details

Automotive Training

Page 4: Bosch Diagnostic Technician Course flyer

VSG 5Engine Management:Diagnosis of Universal Components

Driveability problems? Lambda fault codes? Course Vehicle Systems y pWho this course is for:

This course is designed for automotive technicians who carry out test and diagnosis

on electronic engine management systems. The aim of this course is to provide

delegates with the skills and knowledge required to work with confidence and

efficiency on vehicle gasoline systems. It also provides essential background

knowledge to the working of the similar sensors and components as fitted to modern

electronic diesel systems.

category:y

Gasoline

Duration: 2 day

Forms part of:DiagnosticTechnician Programme

Course content:

Customary interrogation techniques via self-diagnosis will be covered, along with

direct testing of typical system sensors and actuators to provide technicians with a

comprehensive vehicle diagnosis & repair capability.

The modules cover the following topic areas:

• Overview of engine management system types

• Fuel supply systemsFuel supply systems

• Diagnosis - testing and circuit diagrams

• System component operation and testing - Input sensors

• System component operation and testing - Actuators

• Emissions controls overview

Prerequisites:

Successful completion of courses VSE 1 “Essential Test Procedures” ,VSTD 9

“O ill O ti d Si l T t M th d ” d VSG 2 “I iti S t ”“Oscilloscope Operation and Signal Test Methods” and VSG 2 “Ignition Systems”

are prerequisites to attending course VSG 5. All delegates must be familiar with

typical oscilloscope and diagnostic tester operation and should have attended the

appropriate equipment operator’s courses.

Attainment:

On successful completion of VSG 5 delegates will be able to:

• Complete tests to prove the integrity of the fuel supply sub-system.

• Carry out the required self-diagnosis test routines to retrieve and display fault

codes stored within the system memory.

• Perform individual component and wiring tests to pinpoint the actual

component and circuit connection faults identified by typical fault codes.

Course date and venue:

Automotive Training

Please contact your local Bosch Distributor for details

Page 5: Bosch Diagnostic Technician Course flyer

VSG 11 Gasoline Direct Injection System DiagnosisDriveability problems? Lambda fault codes? Course Vehicle Systems y p

Want the inside knowledge on GDI systems?

Come to the experts who know!

Who this course is for:

Experienced technicians with prior injection system knowledge who wish to

attend in-depth technician training on the technology of Gasoline Direct Injection

category: Gasoline

Duration: 2 day

Forms part of:DiagnosticTechnician Programme

attend in depth technician training on the technology of Gasoline Direct Injection

(GDI) engine management systems, the various components used in these

systems and the operational modes.

The theoretical underpinning instruction will be supplemented by practical

exercises involving diagnosis using serial port data and full testing of the various

system components via oscilloscope analysis.

Course content:

O i f th t l t d d i t Overview of the system layout and design concept

Design and function of the individual working components

Air, fuel supply and exhaust system componentry operation

Fuelling modes of operation and unique system functions

System analysis, service and diagnosis

Prerequisites:

The minimum prerequisites for this vehicle systems course are the completion of

courses VSG 2 and VSG 5. Prior attendance on these courses is essential for the

required foundation knowledge. In addition, delegates must be fully proficient in

the operation of typical oscilloscope and diagnostic test equipment.

Attainment:

On successful completion of VSG 11, delegates will be able to:

Comprehensively identify and state the full function of Bosch GDI system

ti l d t d t toperational modes, sensors, components and actuators.

Utilise serial diagnostic data and the oscilloscope testing of sensors and

output devices to diagnose system running faults, enabling them to carry

out accurate system evaluation, fault diagnosis and repair.

Course date and venue:

Please contact your local Bosch Distributor for details

Automotive Training

Page 6: Bosch Diagnostic Technician Course flyer

VSD 12Electronic Diesel Control Systems

“Essential background to the fundamentals of

ll l t i ll t ll d di l t ”Course Vehicle Systems

all electronically controlled diesel systems…”Who this course is for:

With the growing integration of diesel fuel injection and electronic control, this

course provides the ideal introduction and background knowledge to all modern

electronic diesel control systems. Based on Bosch rotary Injection pumps type VE

and VP and including UIS and CRS injection variants, the theoretical information

and practical exercises in this course will provide technicians with valuable

category:y

Diesel

Duration: 2 day

Forms part of:DiagnosticTechnician Programme

and practical exercises in this course will provide technicians with valuable

information on the essential knowledge and skills required when working with

these systems.

The latest Bosch test equipment will be used to display diagnostic values and

system component signals. Analysis of these displays and results is a key part of

learning a diagnostic approach to vehicle symptoms and system faults.

Course content:

Diesel engine design Fuel system circuitsTiming and Quantity controlInduction And Exhaust SystemsSensors and Actuators

Prerequisites:

Completion of courses VSE 1and VSTD 9 is a prerequisite to attending VSD 12..

D l t h ld b f ili ith t i l ill d di ti t tDelegates should be familiar with typical oscilloscope and diagnostic tester

operation and should have attended the appropriate equipment operator’s

courses.

Attainment:

On successful completion of VSD 12, delegates will be able to:

Identify components of typical EDC systems

Carry out fault diagnosis and test procedures on typical EDC systemsCarry out fault diagnosis and test procedures on typical EDC systems

and complete the appropriate component tests to determine serviceability.

Perform typical system tests to ensure functional serviceability of components,

sensors and actuators.

Course date and venue:

Please contact your local Bosch Distributor for details

Automotive Training

Page 7: Bosch Diagnostic Technician Course flyer

VSD 14Course Vehicle Systems From passenger cars to LCV, with injection

Distributor Pumps System Diagnosis

category:y

Diesel

Duration: 1 day

Forms part of:DiagnosticTechnician Programme

p g , jpressures from 800 to 1800 bar…

Who this course is for:

Following the introduction of rotary pump EDC systems, Bosch has continued in

diesel fuel injection equipment advancements. The most significant change in

diesel injection technology is the provision of much higher injection pressures

and more accurate control of the fuel delivery to the engine. The rotary diesel

pump was further developed to help meet these requirements, resulting in

higher engine power outputs, lower emissions and lower engine noise levels.

The aim of this course is to provide the automotive technician with an overview

of the popular electronically controlled distributor pumps VP30 & VP44,

otherwise known as solenoid-valve controlled distributor injection pumps VR &

VP. The theoretical information and practical exercises provided in this course

will provide experienced technicians with valuable in-depth knowledge on the

mechanical and electronic fault diagnosis of these pump systems.

Course content:

Solenoid-valve pump operation

Solenoid-valve controlled systems

Typical vehicle system layouts

Prerequisites:

Completion of courses VSE 1, VSTD 9, VSG 5 and VSD 12 is a prerequisite to

System component function

Practical fault diagnosis

attending VSD 14. Course VSD 12 in particular provides the necessary

background knowledge on diesel theory, sensors and actuators. Delegates must

be familiar with typical oscilloscope and diagnostic tester operation and should

have attended the appropriate equipment operator’s courses.

Attainment:

On successful completion of VSD 14, delegates will be able to:

Evaluate service information to identify the test procedures for the systems

Course date and venue:

Please contact your local Bosch Distributor for details

y p y

Identify and state the function of the sensors, components and actuators

relating to solenoid-controlled systems as well as diagnosing system

running faults

Automotive Training

Page 8: Bosch Diagnostic Technician Course flyer

VSD 16 Unit Injector System DiagnosisGain a full understanding of this system

h h i j i d i jCourse Vehicle Systems

where the injection pump and injector are combined in a single assembly…

Who this course is for:

The Unit Injection principle has been around since the 1930’s where mechanical

or hydraulic control was used to meter the injected fuel quantity. With the

introduction of electronics into the world of diesel, these older principles were re-

category:y

Diesel

Duration: 2 day

Forms part of:DiagnosticTechnician Programme

examined and enhanced by Bosch who introduced electronically controlled Unit

Injection in 1994. The Unit Injection System (UIS) can produce very high working

pressures, providing the manufacturer with an alternative to Common Rail.

The aim of this course is to introduce experienced automotive technicians to the

Unit Injection concepts and provide information regarding system diagnosis and

safety procedures. The trainee will gain valuable in-depth knowledge of the

electronic sensors and hydraulic components in these systems. Use will be

d f th l t t t t t l f di l i j ti t di i l ithmade of the latest test tools for diesel injection systems diagnosis, along with

oscilloscopes to provide visual interpretation and analysis of control signals.

Course content:

UI PD Introduction

Low pressure fuel control

UI PD Injector Operation

Prerequisites:

System specific components

Piezo UI PD – Non Bosch

System testing and diagnosis

Completion of courses VSE 1, VSTD 9, VSG 5 and VSD 12 is a prerequisite to

attending VSD 16. Course VSD 12 in particular provides the necessary

background knowledge on diesel theory, sensors and actuators. Delegates must

be familiar with typical oscilloscope and diagnostic tester operation and should

have attended the appropriate equipment operator’s courses.

Attainment:

On successful completion of VSD 16, delegates will be able to:p , g

Evaluate service information to identify the test procedures for UI systems

Accurately distinguish the function of sensors, components and actuators

relating to UI systems as well as diagnosing system running faults

Course date and venue:

Please contact your local Bosch Distributor for details

Automotive Training

Page 9: Bosch Diagnostic Technician Course flyer

VSD 15 Common Rail System Diagnosis

No injection? What pressure should I Course Vehicle Systems

have? How do the accumulator systems

function? We can provide the know-

how!

Wh thi i f

category: Diesel

Duration: 2 day

Forms part of:DiagnosticTechnician Programme

Who this course is for:

Any garage technician required to diagnose and repair faults on Common Rail

Systems (CRS) from Bosch.

The aim of this course is to provide delegates with a working knowledge of

Bosch CRS systems and enable them to carry out safe, accurate and efficient

system diagnosis and repair using the latest test equipment.

Course content:

Introduction to Common Rail systems

Common Rails system variations

High pressure generation and control

MV & Piezo injector operation

Practical fault diagnosis and procedures

Prerequisites:

The minimum prerequisites for this course are the successful completion ofThe minimum prerequisites for this course are the successful completion of

Bosch courses VSE 1 and VSD 12. Delegates are expected to be experienced

in typical oscilloscope and diagnostic tester operation.

Attainment:

On successful completion of VSD 15 delegates will be able to:

Carry out safe diagnostic test routines on CRS systems and components,

including low and high pressure fuel circuits.

Utilise all available data for the evaluation of system and component faults

and be able to identify the system components that require replacement or

repair where appropriate.

Course date and venue:

Please contact your local Bosch Distributor for details

Automotive Training

Page 10: Bosch Diagnostic Technician Course flyer

VSH 24.1 Hybrid & Electric Vehicle Systems (IMIAL Level 2 QCF)

Course Vehicle Systems Level 2 Award in Electric & Hybrid Vehicle category: Hybrid

Duration: 2 day

Forms part of:HEV certification training

yRoutine Maintenance Activity (Ref:600/0526/9)With Hybrid Electric Vehicles (HEV’s) increasing in popularity, garage technicians

will become increasingly involved in the servicing and repair of these vehicles.

The technological developments utilised with HEV’s along with the critical safety

measures are very different to traditional vehicles. Technicians require awareness

of the risks and hazards present whilst working on Hybrid Electric Vehicles.

Who this course is for:

This Award is designed for motor vehicle professionals who maintain and repair

hybrid technology vehicles, but not the hybrid system itself. The course content,

compiled by Bosch, contains the knowledge required to work safely around a

vehicle's hybrid system, whilst carrying out repairs or maintenance.

This qualification:

This IMI Awards Level 2 QCF (Qualifications and Credit Framework) qualificationThis IMI Awards Level 2 QCF (Qualifications and Credit Framework) qualification

comprises the first unit of the Level 3 Award in Electric & Hybrid Vehicle Repair

and Replacement QCF (Ref: 600/0527/ 0). However this Level 2 qualification can

also be completed as a standalone unit.

Course content:

Hybrid system components and operation

How to work safely on hybrid and related vehicle systems

M i t d i th d h ki h b id hi l Maintenance and repair methods when working on hybrid vehicles

Prerequisites:

IMI Awards require applicants to already have vehicle maintenance & repair

knowledge and skills at Level 2. Technicians holding a Level 2 qualification (or

higher) in automotive service and repair, or with proof of a minimum of 2 years

workshop experience at service level may attend this course.

Attainment:

Course date and venue:

On completion of this ‘single unit’ qualification, technicians will have gained

knowledge of high voltage hybrid technologies and an understanding of

their dangers. Technicians successfully completing the IMI Awards online

test of VSH 24.1 will be certificated by IMI Awards Ltd.

Please contact your local Bosch Distributor for details

Automotive Training

Page 11: Bosch Diagnostic Technician Course flyer

VSC 6Braking & Chassis Systems, ABS & ESP

Braking problems? Warning Lights on ?Course Vehicle Systems

We can help you !

Who this course is for:

Developed for automotive technicians involved in the test and repair of vehicle

braking systems, this course covers brake actuation and hydraulics, ABS

fundamentals, the system components and sensors.

category:y

Chassis

Duration: 2 day

Forms part of:DiagnosticTechnician Programme

Instruction on ABS system operation, maintenance and testing is given using

Bosch ABS 2S, 2E and 5 as examples. The knowledge and skills can be

applied to similar non-Bosch systems and the course will enable the technician

to apply approved methods of safety when carrying out service and diagnostic

procedures. This course also provides the foundation knowledge required for

attendance on advanced chassis control systems training.

Course content:

Essential braking knowledge

ABS functional overview

ASR functional Overview

Wheel speed sensors and System Testing

Bosch ESP systems Introduction

Prerequisites:

Successful completion of courses VSE 1 “Essential Test Procedures” and

VSTD 9 “Oscilloscope Operation and Signal Test Methods” is a prerequisite to

attending course VSC 6. All delegates must be familiar with typical diagnostic

tester and oscilloscope operation and should have attended the appropriate

equipment operator’s courses.

Attainment:

On successful completion of VSC 6 delegates will be able to:

Complete a typical ABS system test to prove the integrity of the system p yp y p g y y

and the related brake functions covered by the ABS control.

Carry out fault diagnostic tests on typical ABS/ASR systems to identify

system and component faults requiring replacement or repair.

Course date and venue:

Please contact your local Bosch Distributor for details

Automotive Training

Page 12: Bosch Diagnostic Technician Course flyer

VSB 26Course

Air Conditioning Foundation Knowledge & Skills ( Working towards Assessment IMIAL Level 3

Automotive Air Conditioning Systems Diagnosis

category: Air Conditioning

Duration:2 day course without IMIALAssessment

Forms part of:Air conditioning certification training

Skills ( Working towards Assessment IMIAL Level 3

Award in Automotive Refrigerant Handling 500/6771/0)

From July 4th 2010, technicians working with refrigerants, must have achieved as

a minimum requirement, a refrigerant handling qualification which fulfils the

European Union F-Gas Regulation (EC842/2006 and annex EC307/2008).

This Bosch Training course provides the foundation knowledge and skills required

for technicians who want to work on vehicle Air Conditioning systems and take the

T h i i A t IMIAL L l 3 A d i A t ti R f i t H dliTechnician Assessment IMIAL Level 3 Award in Automotive Refrigerant Handling

500/6771/0 with confidence .

The technician will be comprehensively trained on correct gas handling practices

and the latest EU F-Gas legislation. Candidates who pass the course question

paper can go forward to the one day Assessment of Practical Skills confident that

they have fully covered the knowledge and skills requirement of the Refrigerant

Handling Assessment

Wh thi i fWho this course is for:

Technicians who have not previously attended relevant refrigerant handling

training and who are working towards certification by assesment. Note that the

new EU certification is a legal requirement for each individual technician, i.e. even

only connecting a refrigerant station to a vehicle will require the technician to have

achieved certification.

Course content Day 1 and 2:

C h i t i i t t l i l ti d d Comprehensive training to cover current legislation and procedures

Prerequisites:

Individuals should have some essential knowledge of the operation of automotive

Air Conditioning systems containing fluorinated greenhouse gases, the procedures

for environment friendly recovery, the environmental impact of fluorinated

greenhouse gas refrigerants, and the corresponding environmental regulations.

Candidates should ideally carry out preparation in their workplace prior to this

training course to ensure they have the required essential prerequisite knowledge

Course date and venue:

Please contact your local Bosch Distributor for details

training course to ensure they have the required essential prerequisite knowledge.

Attainment:

Delegates successfully completing the IMI Awards online test and practical

assessment of AC1 RHB will be certificated by IMI Awards.

Automotive Training

Page 13: Bosch Diagnostic Technician Course flyer

VSB 8Course Vehicle Systems SRS lamp on? What test issues are there?

Airbag & Supplementary Restraint Systems

category: Body

Duration: 1 day assessment

Forms part of:Master Technician Programme

SRS lamp on? What test issues are there?

How do the latest airbag systems operate?

We can provide the know-how!

Who this course is for:

Any garage technician required to diagnose faults on Airbag and

Supplementary Restraint Systems (SRS)Supplementary Restraint Systems (SRS).

The aim of this course is to provide delegates with a working knowledge of

SRS control systems and enable them to carry out safe, accurate and

efficient system diagnosis.

Course content:

Airbag & SRS history, concept and working fundamentals

Generic SRS system components and function

SRS vehicle system overviews SRS vehicle system overviews

Airbag & SRS system testing and diagnosis

Current and future trends in passive safety systems

Prerequisites:

The minimum prerequisites for this course are the successful completion of

Bosch courses VSE 1 and VSTD 9. Delegates are expected to be

experienced in typical oscilloscope and diagnostic tester operation.

Attainment:Attainment:

On successful completion of VSB 8 delegates will be able to:

Carry out safe diagnostic test routines on SRS control systems and

where applicable, cable harnesses and individual components.

Utilise all available data for the evaluation of system and component

faults and be able to identify the system components that require

replacement or repair where appropriate.

Course date and venue:

Please contact your local Bosch Distributor for details

Automotive Training

Page 14: Bosch Diagnostic Technician Course flyer

CS 1Is the customer important to your business?

Course C i l Skill

Customer Care for Technicians

What is the role of the technician in this?

Who this course is for:

An understanding of what comprises good customer service is of vital importance

to the workshop technician, regardless of whether a business employs key staff

members to greet customers either face to face or over the phone. The actions of

the technician, both direct and indirect, have a great influence upon the experience

category: Commercial Skills

Duration: 1 day

Forms part of:DiagnosticTechnician Programme

for the customer and the overall success of the business.

This course has been specifically designed to meet the recognised shortfall in

customer relationship skills throughout the garage service industry and to meet the

requirements of Automotive Technician Accreditation (ATA) as specified by the

Institute of the Motor Industry.

The importance of first class customer care has long been acknowledged as

essential to business reputation and customer retention. The maintenance of good

principles is paramount to success and this requires a specific set of knowledge

and skills. The industry now demands that these skills are applied as a routine of

business life from the workshop floor staff, right through to the managing director.

Course content:

Why customer service is important

Understanding your customer needs

Common problems and complaints

Wh t i th i t f l ? What is the importance of my role?

How to deliver outstanding customer service

Finding out what your customers think

Case studies/practical exercises

Attainment:

With completion of CS1, delegates will be able to:

Identify the key skills required in providing excellent customer service

Compare the application of good and bad customer service using the case Compare the application of good and bad customer service using the case

studies and group activities

Utilise the principles of best practice in customer care and apply defined

improvements to benefit the business and environment they work in

Course date and venue:

Please contact your local Bosch Distributor for details

Automotive Training