Block A – Common Occupational Skills

Trends

The use of digital devices, computer software and online resources continues to rise in popularity. Computer storage devices are replacing paper for storing work-related documentation. Multi-media communication such as e-mail, cellular and wireless technology as well as digital photography are being used to convey information.

Knowledge of legislated environmental and safety acts is recommended. The use and awareness of personal protective equipment (PPE) and safety equipment is increasing.

Related Components

All components apply.

Tools and Equipment

See Appendix A.

Task 1 Performs safety-related functions.

Context

Partspersons need to be familiar with safety procedures, the location of PPE and safety equipment, and how to properly use that equipment.

Required Knowledge

• K 1 types of PPE such as boots, respiratory equipment, hardhats, gloves, ear protection and eye protection
• K 2 types of safety equipment such as eye wash stations, first aid kits, fire extinguishers, fire blankets, spill containment equipment, safety harnesses and lanyards
• K 3 location of safety equipment
• K 4 applicable safety standards and regulations such as WHMIS, material safety data sheets (MSDS) and OH&S
• K 5 fire hazards
• K 6 good housekeeping practices
• K 7 lock-up procedures
• K 8 security and crime prevention procedures
• K 9 handling techniques for sensitive inventory such as air bags and air brake chambers
• K 10 handling and transportation of dangerous goods

Sub-task - A-1.01 Maintains safe work environment.

Key Competencies

• A-1.01.01 follow jurisdictional regulations and company policies regarding safety
• A-1.01.02 recognize and act upon unsafe or potentially hazardous conditions such as oil on the floor, tripping hazards or an obstruction in a pathway
• A-1.01.03 handle and store dangerous goods such as batteries, and corrosive and explosive chemicals in designated areas
• A-1.01.04 dispose of dangerous goods according to environmental regulations
• A-1.01.05 recognize and correct unsafe practices such as a co-worker not wearing appropriate PPE or operating lifting equipment in an inappropriate manner
• A-1.01.06 perform housekeeping duties such as sweeping floors and disposing of packaging material

Sub-task - A-1.02 Uses personal protective equipment (PPE) and safety equipment.

Key Competencies

• A-1.02.01 ensure proper fit of PPE such as masks, gloves and hard hats
• A-1.02.02 seek assistance when unfamiliar with how to use PPE or safety equipment such as charcoal masks and latex gloves
• A-1.02.03 use safety equipment according to operating instructions
• A-1.02.04 inspect PPE and safety equipment such as lifting straps and chain slings
• A-1.02.05 maintain PPE and safety equipment such as eye wash stations and breathing apparatus
• A-1.02.06 store safety equipment in designated area
• A-1.02.07 recognize worn, damaged, expired or defective PPE and safety equipment and remove from service or replace

Task 2 Uses tools and equipment.

Context

Partpersons need to know how to use a wide range of tools and equipment to complete their work accurately and in a timely fashion. Proper use of PPE and safety equipment is mandatory when operating tools and equipment.

Required Knowledge

• K 1 types of catalogues such as printed and electronic
• K 2 types of price lists such as retail, wholesale and cost
• K 3 manufacturers’ product lines
• K 4 employers’ product lines and suppliers
• K 5 catalogue indexing such as alphabetical index
• K 6 types of hand tools
• K 7 standard/imperial (Society of Automotive Engineers [SAE]) and metric systems
• K 8 types of power tools such as grinders, cut-off saws, hydraulic presses and electric drills
• K 9 operating procedures
• K 10 power tool safety procedures
• K 11 types of warehouse tools and equipment such as forklifts, pallet jacks, handcarts, banding and strapping equipment, and air staplers
• K 12 applications of warehouse tools and equipment
• K 13 limitations of lifting equipment
• K 14 certification and training requirements for operating lifting equipment
• K 15 types of measuring and testing tools and equipment such as measuring tapes, vernier calipers, micrometers, scales, battery testers and chargers
• K 16 types of business machines such as facsimile (fax) machines, scanners, photocopiers, debit/credit card machines, cash registers, printers, calculators and postage meters
• K 17 computer and digital devices such as tablets, cell phones, cameras, laptops, memory sticks, CDs and DVDs
• K 18 applicable systems such as cataloguing, inventory control, invoicing, pricing, scanning and purchasing systems
• K 19 applicable PPE and safety equipment, jurisdictional regulations and procedures

Sub-task - A-2.01 Uses catalogues and price lists.

Key Competencies

• A-2.01.01 navigate suppliers’ web sites
• A-2.01.02 interpret and distinguish manufacturers’ terminology
• A-2.01.03 identify supplier of a specific item
• A-2.01.04 locate part and part number
• A-2.01.05 interpret price list

Sub-task - A-2.02 Uses hand tools.

Key Competencies

• A-2.02.01 select and use hand tools such as knives, magnifying glasses, staplers and paint markers
• A-2.02.02 maintain hand tools
• A-2.02.03 store hand tools in designated area
• A-2.02.04 recognize worn, damaged or defective hand tools, remove from service and initiate repair

Sub-task - A-2.03 Operates power tools.

Key Competencies

• A-2.03.01 select and use power tools such as drills, hydraulic hose crimpers and chop saws
• A-2.03.02 perform basic maintenance on power tools such as recharging the battery
• A-2.03.03 store power tools in designated area
• A-2.03.04 recognize worn, damaged or defective power tools, remove from service and initiate repair

Sub-task - A-2.04 Operates warehouse tools and equipment.

Key Competencies

• A-2.04.01 select and use warehouse tools and equipment according to task
• A-2.04.02 operate warehouse equipment such as forklifts, hoists and pallet jacks recognizing safe lifting locations and points to move parts
• A-2.04.03 store warehouse tools and equipment in designated area
• A-2.04.04 inspect warehouse tools and equipment such as fork lifts and pallet jacks before use
• A-2.04.05 perform basic maintenance on warehouse tools and equipment
• A-2.04.06 recognize worn, damaged or defective warehouse tools and equipment, remove from service and initiate repair

Sub-task - A-2.05 Uses measuring and testing tools and equipment.

Key Competencies

• A-2.05.01 select and use measuring and testing tools and equipment such as vernier calipers, thread pitch gauges, battery testers and belt measuring tools
• A-2.05.02 inspect and maintain measuring and testing tools and equipment such as changing the battery in electronic calipers
• A-2.05.03 store measuring and testing tools and equipment in designated area
• A-2.05.04 recognize worn, damaged or defective measuring and testing tools and equipment, remove from service and initiate repair

Sub-task - A-2.06 Operates business machines.

Key Competencies

• A-2.06.01 select and use business machines according to task
• A-2.06.02 place business machines in most effective location
• A-2.06.03 secure business equipment such as cash registers when unmanned
• A-2.06.04 perform basic maintenance on business machines such as replacing cartridges and ensuring there is paper
• A-2.06.05 recognize worn, damaged or defective business machines, remove from service and initiate servicing

Sub-task - A-2.07 Uses computers and digital devices.

Key Competencies

• A-2.07.01 communicate, update and access information using digital devices such as tablets, cell phones, cameras and laptops
• A-2.07.02 create and interpret computer-generated documents such as customer records, purchase orders (PO), waybills, pack lists and special orders
• A-2.07.03 navigate online software programs such as inventory and ordering control systems, using intranets, the Internet and virtual private networks, to search, order, update and send information
• A-2.07.04 log onto computer and load programs
• A-2.07.05 troubleshoot and/or report computer system and program problems
• A-2.07.06 secure or turn off all digital devices when not manned
• A-2.07.07 maintain computer components such as keyboards and computer screens

Task 3 Organizes work.

Context

Time management of priorities and knowing where to find the accurate information quickly is necessary to complete tasks efficiently.

Required Knowledge

• K 1 work related document media such as digital, online and paper
• K 2 types of documents such as catalogues, technical service bulletins, recalls, manuals and maintenance records
• K 3 location of documentation, catalogues and media
• K 4 critical deadlines and schedules
• K 5 priorities and cut-off times
• K 6 location of parts in warehouse

Sub-task - A-3.01 Uses work-related documents.

Key Competencies

• A-3.01.01 interpret documentation such as MSDS, warranties, schematics and transportation of dangerous goods (TDG) booklets
• A-3.01.02 determine relevant information to provide to customers or technicians
• A-3.01.03 locate documentation and media
• A-3.01.04 complete forms such as warranty claims and equipment registration documents
• A-3.01.05 file relevant information such as field service action (FSA) technical service bulletins (TSB) and MSDS according to company filing system

Sub-task - A-3.02 Prioritizes tasks.

Key Competencies

• A-3.02.01 manage multiple tasks at the same time
• A-3.02.02 reassess priorities considering factors such as due date, dollar value and down time to customer
• A-3.02.03 assign a schedule to work load
• A-3.02.04 sequence tasks to respect cut-off times for items such as stock orders and air freight orders
• A-3.02.05 map out inventory picking sequence to save time
• A-3.02.06 unpack material according to importance

Task 4 Communicates with others.

Context

Communication is crucial in the partsperson trade. Partspersons must use proper etiquette and techniques when interacting with others in order to present a professional image regardless of the communication method being used.

Required Knowledge

• K 1 parts terminology
• K 2 active listening techniques
• K 3 verbal and non-verbal communication techniques
• K 4 questioning techniques such as open ended and closed
• K 5 e-mail/text etiquette
• K 6 telephone etiquette
• K 7 techniques to deal with difficult customers
• K 8 computer software, programs and business data systems
• K 9 writing techniques such as grammar, punctuation, spelling and clarity
• K 10 basic sketching techniques
• K 11 company standard forms and letters
• K 12 multi-phone lines and messaging systems
• K 13 reference tools, business machines and communication equipment such as photocopiers, radio frequency identification devices (RFIDs), intercom systems and printed/electronic catalogues

Sub-task - A-4.01 Communicates in person.

Key Competencies

• A-4.01.01 acknowledge customer with a greeting and proper body language
• A-4.01.02 use active listening skills to identify customers’ needs
• A-4.01.03 communicate with customers by asking closed and open-ended questions
• A-4.01.04 present an image of professionalism by using appropriate demeanor and language
• A-4.01.05 communicate with other professionals such as technicians, co-workers, management and suppliers in a professional manner
• A-4.01.06 use techniques to deal with difficult customers and to resolve conflicts

Sub-task - A-4.02 Communicates in writing and through illustrations.

Key Competencies

• A-4.02.01 use writing techniques such as grammar, punctuation, spelling and clarity to present a professional image
• A-4.02.02 use e-mail/text etiquette when corresponding with others such as suppliers, customers and public agencies
• A-4.02.03 provide illustrations to effectively convey mechanical components to customers
• A-4.02.04 use the company’s standard forms and letters when corresponding with others

Sub-task - A-4.03 Communicates by telephone.

Key Competencies

• A-4.03.01 answer telephone with a greeting such as good morning and good afternoon, and identify the company, oneself and your role to the customer
• A-4.03.02 use active listening skills to identify customers’ needs
• A-4.03.03 communicate with customer by asking closed and open-ended questions to determine their technical knowledge level and to lead them through detailed identification of parts
• A-4.03.04 present an image of professionalism by using appropriate language
• A-4.03.05 communicate with other professionals such as technicians, co-workers, management and suppliers in a professional manner
• A-4.03.06 use techniques to deal with difficult customers and to resolve conflicts
• A-4.03.07 manage multiple lines and messaging systems