CRT 3030 - DAECS

A. Safety Precautions

1. Select and use proper personal safety equipment; take necessary precautions with hazardous operations and materials in accordance with federal, state, and local regulations.  HP-I
2. Locate OEM procedures to identify material and composition of the vehicle being repaired (mild steel, high strength steel, ultra-high strength steel, aluminum, etc.) HP-I
3. Locate procedures and precautions that may apply to the vehicle being repaired.  HP-I
4. Identify vehicle system precautions and/or inspections to include but not limited to supplemental restraint system (SRS), advanced drive assistance systems (ADAS), hybrid/electric/alternative fuel vehicles, locations and recommended procedures before inspecting or replacing components.  HP-I
5. Perform vehicle clean-up; complete quality control using a checklist on operations performed

B. Damage Analysis

1. Position the vehicle for inspection under proper lighting; take photos to identify the vehicle and document damage.  HP-I
2. Identify components to be removed to gain access to damaged areas.  HP-G
3. Analyze damage to determine appropriate methods for overall repairs.  HP-G
4. Determine the direction, point(s) of impact, and extent of direct, indirect, and inertia damage.  HP-G
5. Gather details of the incident/accident necessary to determine the full extent of vehicle damage.  HP-G
6.  Identify and record pre-existing damage.  HP-G
7.  Identify and record prior repairs.  HP-G
8. Perform visual inspection of structural components.  HP-G
9.  Identify structural damage using measuring tools and equipment.  HP-I
10. Perform visual inspection of non-structural components.  HP-I
11. Determine parts, components, material type(s) and procedures necessary for a proper repair.  HP-I
12. Identify type and condition of finish; determine refinish labor operations as required.  HP-I
13. Identify suspension, electrical, and mechanical component physical damage. HP-G
14. Identify safety systems physical damage.  HP-G
15. Identify interior component damage.  HP-G
16. Identify add-on accessories and modifications.  HP-G
17. Identify single (one time) use components.  HP-G
18. Identify and document illuminated dash malfunctions indicator lamp(s) (MIL). HP-I
19. Perform a pre-repair inspection of the vehicle with the customer. Record fit and finish concerns (color mismatch, factory gaps, unrelated prior damage and prior repairs. HP-G

C. Estimating

1. Determine and record customer/vehicle owner information.  HP-I
2. Identify and record vehicle identification number (VIN) information, including nation of origin, make, model, restraint system, body type, production date, engine type, build data and assembly plant.  HP-I
3. Identify and record vehicle mileage and options, including trim level, paint code, transmission, accessories, and modifications.  HP-I
4.  Identify safety systems; determine precautions, inspections and replacement items as required.  HP-G
5. Apply appropriate estimating and parts nomenclature (terminology).  HP-I
6. Determine and apply appropriate estimating sequence.  HP-I
7. Utilize estimating procedure pages.  HP-I
8. Apply estimating footnotes, headnotes, and line notes as needed.  HP-I
9. Identify operations requiring labor value judgment.  HP-G
10. Select appropriate labor code for each operation (structural, non-structural, mechanical, and refinish).  HP-I
11. Select and price OEM parts, optional OEM parts, aftermarket parts, and recyclable/used      parts, remanufactured, rebuilt, and reconditioned parts; verify availability, compatibility,and condition. HP-G    
12. Determine necessary sublet operations.  HP-G
13. Determine included and non-included operations and miscellaneous items.  HP-G
14. Recognize and apply overlap deductions. HP-I
15. Determine additional material and charges.  HP-G
16. Determine refinishing material and charges.  HP-I
17. Apply math skills to establish charges and totals.  HP-I
18. Identify differences between computer generated and manually written estimates.  HP-G
19. Identify procedures to restore corrosion protection; establish labor values, and material charges.  HP-G
20. Recognize the cost effectiveness of the repair and determine the approximate vehicle retail, and repair value.  HP-G
21. Recognize the differences in estimating platforms when using different information provider systems.  HP-G
22. Verify accuracy of estimate compared to the actual repair and replacement operations. HP-G
23.  Determine telematics/connectivity of the vehicle and place vehicle in service mode. HP-G
24. Identify vehicle safety recalls using the vehicle identification number (VIN). HP-G
25. Review damage report and analyze damage to determine appropriate methods for overall repair; communicate with team members to verify accuracy and resolve discrepancies.HP-G

D. Vehicle Construction and Parts Identification

1. Identify type of vehicle construction (unibody, body-over-frame).  HP-G
2. Recognize the different collision damage between unibody and body-over-frame vehicles. HP-G
3. Identify impact energy absorbing components.  HP-G
4. Identify different types of substrates (steel types, aluminum, magnesium, plastic, composite, etc.); determine repairability.  HP-G
5. Identify vehicle glass components and repair/replacement procedures.  HP-G
6. Identify add-on accessories.  HP-G
7.  

E. Customer Relations and Sales Skills

1. Introduce yourself, acknowledge and greet customer/client/visitor, offer assistance.  HP-I
2. Listen to customer/client; collect information and identify customers/client’s concerns, needs and expectations.  HP-I
3. Establish cooperative attitude with customer/client.  HP-I
4. Deal with dissatisfied customer/client; seek resolution.  HP-I
5. Identify customer/client preferred communication method; follow up to keep customer/client informed about parts and the repair process.  HP-G
6. Recognize basic claims handling procedures; explain to customer/client.  HP-G
7. Project positive attitude and professional appearance.  HP-I
8. Provide and review warranty information.  HP-G
9.  Provide and review technical and consumer protection information. HP-G
10. Estimate and explain duration of out-of-service time.  HP-G
11. Demonstrate negotiation skills to obtain a mutual agreement.  HP-G
12. Interpret and explain estimate to customer/client. HP-I