Service Manager Course Curriculum

1. Course Information for Service Manager

Course Title: Professional Auto Workshop Service Manager

Duration: 3 Months (12 Weeks)

Course Type:

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

Course Fee: ৳40,000/=

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 Workshop Service Manager

Target Group:

• Entry-Level Service Managers
• Auto Diagnosis Technician
• Auto Diagnosis Master Technician
• Senior Technicians,
• Service Advisors,
• Workshop Controllers,
• Technical Advisors,
• Supervisors,
• Fleet Managers,
• After-Sales Professionals

Entry Requirement:

• Diploma/B.Sc. in Automobile/Mechanical/Electrical Engineering, or
• Bachelor’s degree in Business,
• Minimum 5 years of workshop experience in a supervisory role
• 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
• Automobile spare parts and service companies
• Self-employment/ Entrepreneurship

2. Course Objectives of Service Manager

Upon completing this course, trainees will be able to:

• Manage complete after-sales workshop operations.
• Develop annual, quarterly, and monthly business plans.
• Achieve workshop sales, labor, and profitability targets.
• Lead service advisors, technicians, job controllers, parts staff, and customer service teams.
• Monitor workshop productivity, efficiency, utilization, and quality.
• Analyze daily operational reports and KPI dashboards.
• Implement technician and service advisor incentive systems based on measurable performance.
• Improve customer satisfaction (CSI), employee satisfaction, and profitability.
• Coordinate service, parts, warranty, finance, CRM, and administration.
• Use ERP, DMS, CRM, Business Intelligence (BI), and AI tools.
• Communicate professionally in English with customers, OEMs, suppliers, and management.
• Apply global best practices in lean workshop management, quality assurance, and continuous improvement.

3. Training Modules

There are several training modules. Such as-

• Orientation
• Workshop safety
• Automotive Fundamentals
• 18 Automobile Systems
• Hybrid and Electric Vehicle (EV)
• 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
• 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
• Digital Workshop Management
• Quality Control & Customer Satisfaction
• Warranty Policy & Procedures
• Technical Documentation
• Workshop Operations Management
• Customer Experience & Service Excellence
• Service Sales & Business Development
• Workshop Financial Management
• KPI & Performance Management
• Human Resource & Team Leadership
• Daily Report Management & Data Analytics
• Incentive & Performance Reward Systems
• Quality Management
• Inventory & Parts Coordination
• Fleet & Corporate Service Management
• Environmental Management
• Strategic Project & Professional Development
• 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	2
11	Engine System	OJT	3
12	Intake System	Theory	1
13	Intake System	Practical	1
14	Intake System	OJT	3
15	Fuel System	Theory	1
16	Fuel System	Practical	1
17	Fuel System	OJT	3
18	Ignition System	Theory	1
19	Ignition System	Practical	1
20	Ignition System	OJT	2
21	Exhaust System	Theory	1
22	Exhaust System	Practical	1
23	Exhaust System	OJT	2
24	Lubrication System	Theory	1
25	Lubrication System	Practical	1
26	Lubrication System	OJT	2
27	Cooling System	Theory	1
28	Cooling System	Practical	2
29	Cooling System	OJT	3
30	Clutch System	Theory	1
31	Clutch System	Practical	2
32	Clutch System	OJT	3
33	Transmission System	Theory	1
34	Transmission System	Practical	3
35	Transmission System	OJT	3
36	Suspension System	Theory	1
37	Suspension System	Practical	2
38	Suspension System	OJT	3
39	Steering System	Theory	1
40	Steering System	Practical	2
41	Steering System	OJT	3
42	Brake System	Theory	1
43	Brake System	Practical	2
44	Brake System	OJT	3
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	2
60	Body	Theory	0.5
61	Advance Automobile Technology	Practical	1
62	Advance Automobile Technology	OJT	2
63	Advance Automobile Technology	Theory	3
64	Hybrid & Electric Vehicle	Theory	2
65	Hybrid & Electric Vehicle	Practical	2
66	Hybrid & Electric Vehicle	OJT	3
67	ADAS & Autonomous Vehicle Technologies	Theory	2
68	ADAS & Autonomous Vehicle Technologies	Practical	2
69	ADAS & Autonomous Vehicle Technologies	OJT	3
70	Technical Documentation	Theory	3
71	Workshop hand Tools, SST & Equipment	Practical	2
72	Workshop Measuring Tools	Practical	3
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	Periodic Maintenance Items	Theory	2
90	Digital Workshop Management/ERP	Theory	2
91	Workshop Operations Management	Theory	4
92	Quality Control & Customer Satisfaction	Theory	4
93	Customer Experience & Service Excellence	Theory	3
94	Service Sales & Business Development	Theory	5
95	Workshop Financial Management	Theory	5
96	KPI & Performance Management	Theory	3
97	Human Resource & Team Leadership	Practical	4
98	Daily Report Management & Data Analytics	Theory	5
99	Incentive & Performance Reward Systems	Theory	4
100	Quality Management & Warranty Administration	Practical	5
101	Inventory & Parts Coordination	Theory	3
102	Fleet & Corporate Service Management	Practical	4
103	Environmental Management	Theory	3
104	What is the meaning of GLI, XLI?	Theory	5
105	Defensive driving principles	Theory	3
106	Defensive driving principles	Theory	2
107	10 Principles of Safety Driving	Theory	4
108	10 Principles of Safety Driving	Theory	6.5
109	Tools list during driving	Practical	5
110	Familiar with maintenance items	Theory	3
111	Various Warning Light in Dashboard	Practical	3
112	Various Warning Light in Dashboard	Theory	3
113	Familiar with road traffic signage	Theory	0.5
114	Factors affecting fuel economy	Theory	1
115	Cause of vehicles catching fire	Practical	9
116	Be aware about distracted driving	Theory	1
117	Computer fundamentals	Theory	1
118	Microsoft Word	Theory	0.5
119	Microsoft Excel	Theory	1
120	PowerPoint	Theory	1
121	Email communication	Theory	2
122	Cloud storage	Theory	1
123	Internet research	Theory	0.5
124	Cybersecurity basics	Theory	0.5
125	Workshop management software	Theory	0.5
126	Digital customer records	Theory	1
127	Preparing job cards	Theory	3
128	Creating quotations	Theory	3
129	Writing service reports	Theory	3
130	Maintaining inventory	Practical	1
131	Online spare parts search	Practical	0.5
132	Accessing manufacturer service manuals	Practical	0.5
133	Using digital inspection checklists	Practical	0.5
	Speaking	Practical
134	Greetings	Practical	0.5
135	Customer reception	Practical	1
136	Telephone communication	Practical	1
137	Appointment scheduling	Theory	1
138	Explaining repairs	Theory	1
139	Giving estimates	Theory	1
140	Handling complaints	Theory	0.5
141	1000 Automotive English Vocabulary	Theory	0.5
142	2000 Business Communication Words	Theory	1
143	1000 Automotive Abbreviations	Theory	0.5
144	500 professional meeting conversation words	Theory	0.5
145	300 Common English Phrases, Replies and Expression	Theory	0.5
146	500 Daily Spoken English Questions & Answers	Theory	1
	Reading	Theory
147	Repair manuals	Theory	1
148	Wiring diagrams	Theory	1
149	Collision Damage Manual	Theory	1
150	Parts catalogues	Theory	1.5
151	Owner’s Manual	Theory	1
	Writing	Theory
152	Service reports	Theory	1
153	Emails	Theory	1
154	Quotations	Practical	2
155	Job cards	Theory	0.5
156	Inspection reports	Theory	0.5
	Listening	Theory
157	Customer conversations	Theory	0.5
158	Technical videos	Theory	0.5
159	International workshop communication	Theory	2
	Workshop Management & Entrepreneurship
160	Opening an automobile workshop	Theory	1
161	Customer management	Theory	2
162	Inventory control	Theory	2
163	Spare parts management	Theory	0.5
164	Pricing strategy	Theory	2
165	Marketing	Theory	0.5
166	Social media promotion	Theory	0.5
167	Financial management	Theory	0.5
168	Tax basics	Theory	2
169	Workshop Management	Theory	1
170	Service Menu	Theory	1.5
171	Periodic Maintenance Check Sheet	Theory	0.5
172	Diagnosis Check Sheet	Theory	2
173	Quality Control Check Sheet	Theory	1
174	10 Principles of Auto Technician	Theory	1
175	Job Description of Service Manager	Theory	2
176	5S Methodology	Theory	0.5
177	KAIZEN	Theory	0.5
178	Office Manner	Theory	5
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 & Management Resources

• Live workshop or training workshop
• Training vehicles
• Dealer Management System (DMS)
• Enterprise Resource Planning (ERP)
• Customer Relationship Management (CRM)
• Workshop KPI dashboards
• Job card system
• Warranty management system
• Inventory management software

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. Learning Materials

• Multimedia classroom
• OEM service manuals
• Standard Operating Procedures (SOPs)
• ISO 9001 and ISO 45001 awareness materials
• KPI templates
• Financial statement examples
• Customer service guides
• Leadership case studies
•  Projector and smart board
• Library of workshop manuals
• Learning Management System (LMS)
•  Meeting room for role-play

8. Service Manager Competencies

Graduates who complete this curriculum will be able to:

• Lead and manage complete automotive workshop operations, including service, parts, warranty, customer care, and technical support.
• Plan and achieve monthly, quarterly, and annual business targets for labor sales, parts sales, profitability, customer retention, and operational efficiency.
• Monitor and analyze daily operational reports, workshop KPIs, technician productivity, efficiency, utilization, bay utilization, work-in-progress (WIP), revenue, quality, and customer satisfaction using data-driven management techniques.
• Design, implement, and manage fair, KPI-based incentive programs for technicians, service advisors, job controllers, parts personnel, and supporting staff to improve performance, engagement, and business results.
• Coordinate workshop resources, optimize workflow, reduce turnaround time, minimize repeat repairs, and improve repair quality through lean management and continuous improvement practices.
• Manage budgets, control costs, analyze financial performance, and prepare business reports to support profitable workshop operations.
• Use advanced digital tools, including ERP, Dealer Management Systems (DMS), CRM, Microsoft Office, business dashboards, and AI-assisted reporting tools for operational planning and decision-making.
• Communicate confidently in English through meetings, customer negotiations, presentations, reports, emails, coaching sessions, and interactions with OEMs and international business partners.
• Demonstrate strategic leadership, ethical management, coaching, conflict resolution, and change management skills while building high-performing service teams.
• Progress into leadership positions such as Auto Workshop Service Manager, After-Sales Manager, Workshop Operations Manager, Service Operations Manager, Fleet Service Manager, Regional Service Manager, Dealer Principal, or Automotive Business Consultant in national and international automotive organizations.