Service Advisor

1. Course Information for Service Advisor

Course Title: Professional Auto Service Advisor

Duration: 3 Months (12 Weeks)

Course Type:

• Classroom Theory: 30%
• Practical Workshop: 25%
• On-the-Job Training (OJT): 45%

Course Fee: ৳30,000/=

Total Training Hours: 360 Hours

• Classroom Theory: 60 Hours
• Practical Workshop: 80 Hours
• On-the-Job Training (OJT): 160 Hours
• Driving Skills (T+P+O): 20 Hours
• Computer and Digital Skills (T+P+O): 20 Hours
• English Communication Skills (T+P): 20 Hours

Training Level: Beginner to Professional Auto Service Advisor

Target Group:

• Overseas Higher Study Students
• College Leavers
• Job Seekers
• Apprentice Service Advisor
• Entry-Level Service Advisors
• Auto Diagnosis Technician
• Auto Diagnosis Master Technician
• Fleet Maintenance Personnel
• Automotive Enthusiasts
• Career Changers
• Entrepreneurs
• Overseas Employment Candidates

Entry Requirement:

• Diploma/B.Sc. in Automobile/Mechanical/Electrical Engineering, or
• Experienced Auto Mechanic/Auto Electrician with foundational repair skills
• Basic computer knowledge
• Good communication skills
• Valid driving license (preferred)
• Physically fit for workshop activities

Job Opportunity (Home & Abroad):

• Government Organization
• Semi-Government Organization
• NGO
• Autonomous Organization
• Private Organization
• Corporate Organization
• Authorized automobile dealerships
• Independent automotive workshops
• Fleet maintenance companies
• Transport and logistics organizations
• Manufacturing industries
• Vehicle inspection and testing centers
• Automotive training institutes
• Automobile spare parts and service companies
• Self-employment/ Entrepreneurship

2. Course Objectives of Service Advisor

Upon completing this course, trainees will be able to:

• Deliver excellent customer service in automotive workshops and dealerships.
• Receive customers professionally and accurately identify service requirements.
• Prepare job cards, repair estimates, and invoices using workshop management software.
• Coordinate with technicians, parts departments, and workshop supervisors.
• Explain technical issues in simple language to customers.
• Handle customer complaints professionally.
• Safely drive and inspect customer vehicles before and after service.
• Use digital tools, diagnostic reports, and manufacturer service information.
• Communicate confidently in English with customers, suppliers, and international employers.
• Apply global standards for customer service, safety, and quality management.

3. Training Modules

There are several training modules. Such as-

• Orientation
• Workshop safety
• Automotive Fundamentals
• 18 Automobile Systems
• Advanced Automotive Engineering
• ADAS & Autonomous Vehicle Technologies
• Workshop Hand Tools, SST & Equipment
• Workshop Measuring Tools
• Various Diagnosis tools
• Repair Manuals, Owner’s Manual
• Electrical Wiring Diagram, Collision Damage Manuals
• Periodic Maintenance Items
• Dashboard Warning Lights
• Painting Process
• 10 Principles of Auto Technician
• Customer Service Excellence
• 7 Steps Service Operation Process
• 7 Principles of SA
• Service Reception & Vehicle Inspection
• Workshop Operations & Coordination
• Product Proposal and Service Selling Skills
• Estimation, Job Cards & Warranty
• Automotive Parts & Maintenance
• Digital Workshop Management
• Quality Control & Customer Satisfaction
• Warranty Policy & Procedures
• Technical Documentation
• Driving Skills
• Computer and Digital Skills
• English Communication Skills
• Workshop Management & Entrepreneurship

4. Training Module Content Details

Sl#	Content	Type	Duration	Docs	Video	PDF
1	Orientation	Theory	0.25
2	Course Overview	Theory	0.25
3	History of Automobiles	Theory	2
4	Worldwide Automobile Makers	Theory	2.5
5	Workshop Safety	Theory	0.5
6	Workshop Safety	Practical	2
7	Perform First Aid Practice	Theory	2
8	18 Automobile Systems	Theory	5
9	Engine System	Theory	2
10	Engine System	Practical	3
11	Engine System	OJT	5
12	Intake System	Theory	1
13	Intake System	Practical	2
14	Intake System	OJT	5
15	Fuel System	Theory	1
16	Fuel System	Practical	1
17	Fuel System	OJT	5
18	Ignition System	Theory	1
19	Ignition System	Practical	1
20	Ignition System	OJT	3
21	Exhaust System	Theory	1
22	Exhaust System	Practical	1
23	Exhaust System	OJT	3
24	Lubrication System	Theory	1
25	Lubrication System	Practical	1
26	Lubrication System	OJT	3
27	Cooling System	Theory	1
28	Cooling System	Practical	2
29	Cooling System	OJT	5
30	Clutch System	Theory	1
31	Clutch System	Practical	2
32	Clutch System	OJT	5
33	Transmission System	Theory	1
34	Transmission System	Practical	3
35	Transmission System	OJT	5
36	Suspension System	Theory	1
37	Suspension System	Practical	3
38	Suspension System	OJT	7
39	Steering System	Theory	1
40	Steering System	Practical	2
41	Steering System	OJT	5
42	Brake System	Theory	1
43	Brake System	Practical	3
44	Brake System	OJT	8
45	Starting System	Theory	1
46	Starting System	Practical	1
47	Starting System	OJT	2
48	Engine Electrical System	Theory	1
49	Engine Electrical System	Practical	1
50	Engine Electrical System	OJT	2
51	Body Electrical System	Theory	1
52	Body Electrical System	Practical	1
53	Body Electrical System	OJT	2
54	Charging System	Theory	1
55	Charging System	Practical	1
56	Charging System	OJT	3
57	AC System	Theory	1
58	AC System	Practical	1
59	AC System	OJT	3
60	Body	Theory	0.5
61	Advanced Automobile Technology	Practical	2
62	Advance Automobile Technology	OJT	3
63	Advance Automobile Technology	Theory	5
64	Hybrid & Electric Vehicle	Theory	3
65	Hybrid & Electric Vehicle	Practical	3
66	Hybrid & Electric Vehicle	OJT	7
67	ADAS & Autonomous Vehicle Technologies	Theory	2
68	ADAS & Autonomous Vehicle Technologies	Practical	3
69	ADAS & Autonomous Vehicle Technologies	OJT	5
70	Technical Documentation	Theory	3
71	Workshop Hand Tools, SST & Equipment	Practical	2
72	Workshop Measuring Tools	Practical	10
73	Various Diagnosis tools	Practical	3
74	Repair Manuals, Owner’s Manual	Theory	5
75	Electrical Wiring Diagram	Theory	3
76	Collision Damage Manuals	Theory	3
77	Service Bulletin	Theory	2
78	Dashboard Warning Lights	Theory	7
79	Painting Process	Practical	2
80	Customer Service Excellence	Theory	3
81	7 Steps Service Operation Process	Theory	8
82	7 Principle of SA	Theory	2
83	Service Reception	Theory	3
84	Vehicle Inspection/Walk Around Check	Practical	5
85	Workshop Operations & Coordination	Theory	2
86	Product Proposal & Service Selling Skills	Theory	5
87	Estimation, Job Cards, Invoice	Practical	3
88	Warranty Policy & Procedures	Theory	2
89	Automotive Parts & Inventory	Theory	2
90	Periodic Maintenance Items	Theory	2
91	Digital Workshop Management/ERP	Theory	2
92	Quality Control & Customer Satisfaction	Theory	5
93	What is the meaning of GLI, XLI?	Theory	4
94	Defensive driving principles	Theory	6.5
95	Defensive driving principles	Practical	5
96	10 Principles of Safety Driving	Theory	3
97	10 Principles of Safety Driving	Practical	3
98	Tools list during driving	Theory	3
99	Familiar with maintenance items	Theory	0.5
100	Various Warning Light in Dashboard	Theory	1
101	Various Warning Light in Dashboard	Practical	9
102	Familiar with road traffic signage	Theory	1
103	Factors affected fuel economy	Theory	1
104	Cause of vehicles catching fire	Theory	0.5
105	Be aware about distracted driving	Theory	1
106	Computer fundamentals	Theory	1
107	Microsoft Word	Theory	2
108	Microsoft Excel	Theory	1
109	PowerPoint	Theory	0.5
110	Email communication	Theory	0.5
111	Cloud storage	Theory	0.5
112	Internet research	Theory	1
113	Cybersecurity basics	Theory	3
114	Workshop management software	Theory	3
115	Digital customer records	Theory	3
116	Preparing job cards	Practical	1
117	Creating quotations	Practical	0.5
118	Writing service reports	Practical	0.5
119	Maintaining inventory	Practical	0.5
120	Online spare parts search	Practical	1
121	Accessing manufacturer service manuals	Practical	0.5
122	Using digital inspection checklists	Practical	1
	Speaking
123	Greetings	Theory	1
124	Customer reception	Theory	1
125	Telephone communication	Theory	1
126	Appointment scheduling	Theory	0.5
127	Explaining repairs	Theory	0.5
128	Giving estimates	Theory	1
129	Handling complaints	Theory	0.5
130	1000 Automotive English Vocabulary	Theory	0.5
131	2000 Business Communication Words	Theory	0.5
132	1000 Automotive Abbreviations	Theory	1
133	500 professional meeting conversation words	Theory	1
134	300 Common English Phrases, Replies and Expression	Theory	1
135	500 Daily Spoken English Questions & Answers	Theory	1
	Reading
136	Repair manuals	Theory	1.5
137	Wiring diagrams	Theory	1
138	Collision Damage Manual	Theory	1
139	Parts catalogues	Theory	1
140	Owner’s Manual	Theory	1
	Writing
141	Service reports	Theory	0.5
142	Emails	Theory	0.5
143	Quotations	Theory	0.5
144	Job cards	Theory	0.5
145	Inspection reports	Theory	0.5
	Listening
146	Customer conversations	Theory	0.5
147	Technical videos	Theory	1
148	International workshop communication	Theory	1
149	Workshop Management & Entrepreneurship		1
150	Opening an automobile workshop	Theory	0.5
151	Customer management	Theory	2
152	Inventory control	Theory	0.5
153	Spare parts management	Theory	0.5
154	Pricing strategy	Theory	0.5
155	Marketing	Theory	2
156	Social media promotion	Theory	1
157	Financial management	Theory	1.5
158	Tax basics	Theory	0.5
159	Workshop Management	Theory	2
160	Service Menu	Theory	1
161	Periodic Maintenance Check Sheet	Theory	1
162	Diagnosis Check Sheet	Theory	2
163	Quality Control Check Sheet	Theory	0.5
164	10 Principles of Auto Technician	Theory	0.5
165	Job Description of Service Advisor	Theory	5
166	5S Methodology	Theory	5
167	KAIZEN	Theory	2
168	Office Manner	Theory	1
Total			360

5. Assessment Scheme

• Theory Examination: 25%
• Practical Skills Test: 35%
• Attendance:5%
• Continuous Assessment: 5%
• Workshop Performance: 10%
• OJT Evaluation: 10%
• Driving Skills Assessment: 5%
• Computer Skills Assessment: 2.5%
• English Communication Assessment:2.5%
• Total: 100%

Note: A minimum overall score of 70% is recommended for certification.

6. Soft Skills Development

Throughout the course, trainees should develop:

• Communication and presentation skills
• Professional ethics
• Time management
• Teamwork
• Leadership
• Critical thinking
• Problem-solving
• Customer service excellence
• Quality assurance
• Workplace discipline
• Continuous learning mindset
• Adaptability to new automotive technologies
• Analytical troubleshooting

7. Required Training Resources

I. Workshop Resources

• Vehicle lifts
•  Engine stands
•  Hydraulic jacks
•  Air compressor
•  OBD-II scanners
•  Oscilloscope
•  Digital multimeters
•  Battery tester
•  Wheel balancer
•  Wheel alignment machine
•  Brake lathe
• Injector cleaner
•  Compression tester
•  Torque wrenches
•  Cooling system pressure tester
• Vacuum gauge
•  Smoke leak detector
• Passenger, commercial, hybrid, and electric training vehicles
• Brake testing equipment
• Air-conditioning service station
• Service manuals and wiring diagrams

II. Computer Resources

• Desktop/laptop computers
•  Dealer Management System (DMS)
•  Enterprise Resource Planning (ERP) software
•  Customer Relationship Management (CRM) software
• Microsoft Office
• Internet access
• Printers and scanners

III. Training Facilities

• Multimedia classroom
•  Projector and smart board
• Library of workshop manuals
• Learning Management System (LMS)
•  Meeting room for role-play

8. Service Advisor Competencies

Graduates who complete this curriculum will be able to:

• Welcome customers professionally and accurately identify vehicle service needs.
• Conduct vehicle walk-around inspections and prepare comprehensive job cards and repair estimates.
• Coordinate effectively with technicians, parts departments, and workshop managers to ensure timely, high-quality service.
• Explain technical issues, maintenance recommendations, repair costs, and warranty conditions in clear, customer-friendly language.
• Use Dealer Management Systems (DMS), Customer Relationship Management (CRM) software, spreadsheets, and digital documentation tools to manage workshop operations.
• Safely drive, position, and road-test customer vehicles while following workshop safety procedures.
• Communicate confidently in English through face-to-face conversations, telephone calls, emails, reports, and presentations.
• Apply international standards of customer service, workplace safety, quality assurance, and ethical business practices.
• Analyze service performance, customer feedback, and workshop efficiency to support continuous improvement.
• Build a successful career as a Service Advisor, Customer Relations Executive, Workshop Coordinator, Warranty Advisor, Fleet Service Coordinator, or Service Center Manager, with the skills required for employment in both domestic and international automotive service organizations.