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Aluminium Welder The Job Profiles in Mercedes-Benz After-Sales.

Daimler AG, Stuttgart GSP/BPR · 01/1213

Service Advisor Body & Paint• As part of the final inspection process and quality check, you will ensure closing

of the repair order, that deadlines are being met and invoicing reflects your work.

(Motor) Vehicle Appraiser• Recording and determination of the extent and amount of damage to be repaired. • Acceptance of any expert reports and special conversions.

Parts Process Specialist• Handling of parts and clarification of part supplies and availabilities.

Body Technician/Body Specialist• As part of transfer of work during accident repair.• To coordinate the disassembly effort and any preparation and completion work.

Equipment Supplier • Procurement of current welding technologies and consultation with regard to these.

External partners

Customer department

Workshop department

Logistics department

Interaction PartnerThe following contact persons are your most important liaison partners in the company. They will support you in your daily work:

5Aluminium Welder | Interaction Partner

2 3

Social and interpersonal competence• You behave in a reliable and professional manner towards

internal and external contacts.• You regard yourself as a representative of the company

and the Mercedes-Benz brand. • You think and act in a service-oriented manner.• You remain calm in stressful situations and do not feel

personally attacked.• You work independently and are able and willing to make

decisions.• You have a high level of willingness and potential to learn.• You are able to read and write English, enabling you to use

and understand service literature.

Method and process competence• You plan and organize the welding work which arises in the

accident repair process using all conventional workshop information and management systems.

• You know how to use the electronic service literature (TIPS, WIS, EPC, etc.).

Specialist competence• You are familiar with the structure and function of the body

structure as well as the requirements linked to these.• You possess in-depth knowledge of body materials,

specifically aluminium materials.

• You are able to assess the dangers of MIG welding and implement measures to protect your health.

• You know the differences between MIG/MAG welding and are familiar with the advantages of the pulsed arc.

• You can set the welder according to the basic material, type of seam and welding position.

• You can join aluminium sheets using different seam types and in various welding positions.

• You can recognize possible faults in the weld seam profile and react accordingly.

Diagnostic competence• In cooperation with the Service Advisor Body & Paint, you

ascertain and communicate the scope of the welding work.• You are able to assess the basic materials and material

thicknesses and set the welder accordingly in terms of the current intensity, quantity of inert gas and wire operating speed.

IT competence• You possess good knowledge of the current After-Sales IT

tools and are able to use these (e.g. DMS, time recording systems, WIS, ASRA (for Warranty & Goodwill work), TIPS and EPC).

Competencies

Diagnostic work• In cooperation with the Service Advisor Body & Paint, you

ascertain and communicate the scope of the welding work.• You are able to correctly assess the basic materials and

material thicknesses and can set the welder accordingly in terms of the current intensity, quantity of inert gas and wire operating speed.

Execution of welding work• You advise and support the Workshop Foreman in

determining the scope of welding repair.• You perform extensive preparatory work to be able to

carry out welding.• You adapt replacement parts as necessary to achieve an

optimal welding result.• You perform maintenance and adjustment operations on

tools, workshop equipment and welders.• You carefully clean tools after use and dispose of waste

products based on legal regulations and the manufacturer’s specifications.

Other special tasks• You communicate with the Workshop Foreman and

coordinate any division of labour with them. • You coordinate the necessary scope of preparation and

welding with the Body Technician and/or Body Specialist.• You use the prescribed tools and responsibly exercise

accident prevention.• You perform all work independently ensuring and observing

the manufacturer‘s specifications.• You observe all state and federal environmental protection

and disposal regulations.

Job Description

Training• Completed bodywork specialist vocational training and at

least 3 years‘ work experience in a Mercedes-Benz acci-dent repair or alternatively at least 5 years‘ work experi-ence in Mercedes-Benz accident repair.

Experience/further training:• Body Technician or Body Specialist• 5-day basic training and 5-day continuation training

with subsequent test according to ISO 9606-2 plus Mercedes-Benz-specific practical exercises. 2-day work trials at 6-month intervals.

Summary

Qualification

Aluminium Welder

As an Aluminium Welder, you specialize in MIG welding of aluminium components on motor vehicles. Particular focus is placed on welding structural components for accident repair. This includes assessment of the materials to be welded and their preparation, setting the welder according to the basic material, establishing the type of seam and welding position. Participation in an extensive qualification and certification programme is required as this will demand a high level of craftsmanship and skill.

As an Aluminium Welder you will demonstrate your MIG aluminium welding skills in various tests meeting ISO 9606-2 in addition to participating in Mercedes-Benz-specific practical exercises at regular intervals. You must also identify the dangers of MIG welding and implement measures to protect your health. With your knowledge and skills, you will round off the Mercedes-Benz service organization’s accident repair business.

4Aluminium Welder | Summary, Qualifications, Competencies, Job Description

Body Specialist The Job Profiles in Mercedes-Benz After-Sales.

32

As a Body Specialist, you are the accident repair and damage diagnosis specialist for all Mercedes-Benz body shells e.g. MFA (Mercedes-Benz front-wheel-drive architecture), MRA (Mercedes-Benz rear-wheel-drive architecture), MSA (Mercedes-Benz sports car architecture) and all further assemblies plus add-on parts, roof systems and passive/active safety-relevant components. Your skills include installing, setting up, and converting bodies and body components as well as repairing, caring for and protecting them. As a Body Specialist, you also act as an instructor for

body-relevant new features and changes. To do this, you regularly attend training courses on current topics. You are able to precisely document the results of your work and often work together with other departments in order to coordinate further work steps. You coordinate and structure workflows with an eye on quality and economy and have a strong sense of responsibility. As a Body Specialist, you are also often the point of contact for all vehicle model series and coordinate with the colleagues responsible.

Training:• Completed bodywork specialist vocational training or at least

two years’ professional experience in this field.• Body Technician

Experience/further training:• A series of advanced training measures leading to qualification

as a Body Specialist through continuation and specialist qualifications.

Summary

Qualification

Social and interpersonal competence• You behave in a reliable, trustworthy and partner-oriented

manner towards internal and external contacts.• You regard yourself as a representative of the company

and the Mercedes-Benz brand. • You think and act in a service-oriented manner.• You remain calm even in stressful situations and do not

feel personally attacked.• You work independently, form your own opinions and

are willing and able to make decisions.• You show a high degree of willingness to learn as well

as potential.• You have a good knowledge of the relevant national

language, enabling you to use the service literature.

Method and process competence• You possess good knowledge of processes and key

personnel in the operation, in the organisation, in relevant customer care departments and at external service providers.

• You have in-depth knowledge of group and service structures as well as Mercedes-Benz brand processes.

• You can independently plan and organize diagnostic steps and work steps using Mercedes-Benz workshop information and management systems.

• You possess good knowledge of electronic service literature (TIPS, WIS, EPC, etc.).

• You are familiar with the fundamentals of value orientation and the cost-benefit ratio.

• You possess knowledge of quality feedback and processes. • As a Body Specialist, you have the ability to communicate

with insurance companies, their loss adjusters and the appraisers, if no separate Service Advisor related to Body & Paint is designated.

Specialist competence• As a Body Specialist, you are familiar with the function and

diagnosis of the body structure.• You are familiar with the use and requirements of special

tools.

• You are familiar with modern body, diagnostic and straightening tools.

• You possess basic knowledge of electrical system diagnosis using DAS/Star Diagnosis.

• You possess in-depth knowledge of passenger restraint systems and can diagnose and repair these after they have been triggered.

• You can operate vehicle systems and special equipment with confidence.

• You are familiar with all body-specific test and adjustment operations or able to become familiarized with these.

• You possess detailed knowledge of modern separation and joining methods as well as the tools required for these.

• You are familiar with accident prevention regulations and consistently observe them.

• You possess in-depth knowledge of body materials, particularly new materials as well as corrosion prevention measures.

• You are familiar with the structure, function and diagnosis of all roof systems as well as sliding, panoramic and louvered roofs.

Diagnostic competence• As a Body Specialist, you can assess damage on deformed

bodies and define necessary repairs.• Based on existing complaints, you can carry out extensive

diagnosis on all roof systems and on sliding, panoramic and louvered roofs.

• Based on existing noise complaints, you can carry out complex diagnosis and develop and apply a remedy.

• You can localize complex body leaks and develop and apply a remedy.

• You can assess restraint systems for damage and derive the necessary repair measures.

IT competence• As a Body Specialist, you possess good knowledge of

current After-Sales IT systems and are able to use these (e.g. DMS, time recording system, WIS, ASRA (for Warranty & Goodwill work), TIPS, Star Diagnosis and EPC).

Competencies

Body Specialist

Body Specialist | Summary, Qualification, Competencies

4

Diagnostic work• To support the Service Advisor Body & Paint, you system-

atically and professionally perform damage diagnoses on vehicles and provide support in determining the repair costs.

• If necessary, you contact loss adjusters/insurance appraisers to coordinate repair scopes, if no separate Service Advisor related to Body & Paint is designated.

• You determine the cause of specific malfunctions on all roof systems.

• You are able to compare the condition of the vehicle with the production configuration and assess the vehicle’s technical condition.

• You perform electric diagnoses by reading out the fault memory using DAS.

• You localize existing body leaks and ascertain their cause.• You assess glass damage and its repair scope.• You perform systematic diagnoses on restraint systems.

Execution of repair work • You advise and support the Workshop Foreman in

determining the repair scope.• You perform extensive straightening, separating and

joining work according to the specified repair methods.• You perform comprehensive dent removal work on body

parts, particularly accident damage, hail damage or parking dents, taking economic considerations into account.

• You determine the scope of replacement part needs and organize ordering these in coordination with the Workshop Foreman/Parts Process Specialist.

• You perform repair work on the vehicle glazing.• You perform adaptations/adjustment operations based on

the completed diagnoses.

• You perform concluding function and quality tests to ensure the sustainability of the repair.

• You organise the retrofitting and commissioning of body-specific special equipment or perform the retrofitting independently of others.

• You perform extensive repair work on sliding, panoramic and louvered roofs and on all roof systems.

• You eliminate the causes for noise and leak complaints fol-lowing their diagnosis.

• You properly assess body shell complaints under consider-ation of the manufacturer’s specifications and warranty provisions.

• You perform extensive and sustainable corrosion preven-tion measures in the sense of permanent value mainte-nance.

• You perform adjustment and repair operations on seats and interior components.

• You perform maintenance, adjustment and repair opera-tions on various roof systems.

• You perform extensive conversion and retrofitting work.

Preparation of the vehicle for handover to the customer • You perform a final inspection of the repaired vehicle

with regards to the degree of fulfilment of the repairs, roadworthiness and functional reliability.

• You check the functional reliability of the main components and systems under dynamic test conditions.

• You check whether the vehicle leaves the workshop in a proper state.

• You advise colleagues on order processing and support on repair acceptance.

• You ensure the cleanliness of the vehicle.

• You use the current service literature on electronic media to ensure proper diagnoses.

• In the case of warranty (and goodwill) work, you assign correct damage codes and part items to the work items which have been carried out (in cooperation with the Warranty Administrator).

• You communicate with the Workshop Foreman and, as required, with the Maintenance and System Technician with regards to possible distribution of labour.

• You coordinate the extent of painting required with the vehicle painter.

• You use the specified tools and handle these responsibly.• You are familiar with the accident prevention regulations

and consistently apply them in your daily work.• You coordinate with the Workshop Foreman/Customer

Service Manager when ordering special tools for diagnosing and repairing body-specific systems.

• You independently perform work under consideration of the manufacturer’s specifications and the applicable warranty provisions.

• You observe communal, state and federal environmental protection and disposal regulations.

• You advise your colleagues professionally and discuss current topics and innovations with them.

Job Description

Main tasks Other special tasks

Body Specialist | Job Description 5

6

Service Advisor Body & Paint• As part of final inspections and quality checks. Interacting with the customer

and the accounting department, adherence to deadlines, invoicing and warranty.

Plant Service Department• Support in current repair topics and the application of modern diagnostic tools.

(Motor) Vehicle Appraiser• Recording and determination of the damage. Acceptance of any expert reports

and special conversions.

Paint Specialist• To coordinate repair scopes and further procedures.

Parts Process Specialist• Handling of parts and clarification of part availabilities.

Body Specialist | Interaction Partner 7

Customer• Cooperating with Service Advisors, where specific and subjective complaints,

order clarification and handover discussions are required.

Body Technician• As part of responsibility transfers following accident repair.• To coordinate disassembly effort and any preparatory work.

Workshop Foreman• To coordinate repair scopes, further procedures and labour.

Customer department

Workshop department


External partners


Body TechnicianThe Job Profiles in Mercedes-Benz After-Sales.

Service Advisor Body & Paint • As part of final inspections and quality checks. Interacting with the customer

and the accounting department regarding the order scope, adherence to deadlines, invoicing and warranty.


Interaction Partner

Body Specialist• As part of transfer to other departments following accident repair.• To coordinate disassembly effort and any preparatory work.

Paint Specialist• To coordinate repair scopes and further procedures.

Customer department

Workshop department


The following contact persons are your most important liaison partners in the company. They will support you in your daily work:


Body Technician | Interaction Partner 5

2 3



and the Mercedes-Benz brand. • You think and act in a service-oriented manner.• You have a good knowledge of the relevant national

language, allowing you to use and understand the service literature.

Method and process competence• You have knowledge of group and service structures plus

Mercedes-Benz brand processes.• You know how to use the electronic service literature

(TIPS, WIS, EPC, etc.).• You are familiar with the fundamentals of value orientation

and the cost-benefit ratio.• You handle environmental topics in an economic and

ecological manner.

Specialist competence• You are familiar with the structure, function and diagnosis

of body structures.• You are familiar with the application and requirements of

special tools.• You are familiar with modern body diagnostic and

straightening tools.• You are familiar with the operation of Mercedes Benz

vehicle systems.• You are familiar with body-specific test and adjustment

operations or can rapidly become familiarized with these.

• You possess knowledge of modern separation and joining methods as well as the tools required for these.

• You are familiar with accident prevention regulations and consistently observe these.

• You possess knowledge of the special considerations related to body materials and the processing involved with these, specifically new materials and aluminium.

• You can perform repairs on the vehicle glazing and replace all conventional windshields, side and rear windows.

• You are familiar with all relevant corrosion prevention measures and can apply these.

• You can perform simple repairs in the Small Repair/ cosmetic field.

• You can install and remove equipment and detachable components.

Diagnostic competence • You possess knowledge of repair diagnosis on damaged

bodies.


tools and are able to use these (e.g. DMS, time recording systems, WIS, ASRA (for Warranty & Goodwill work), TIPS, Star Diagnosis and EPC).

Competencies

Diagnostic work• You perform simple damage diagnoses on damaged vehicles.

Execution of repair work• You perform all required straightening, separating and join-

ing work according to the specified methods.• You perform all repair work on body components under

consideration of economic aspects.• You determine the scope of replacement parts required

and organize ordering these in coordination with the Body Specialist/Parts Process Specialist.

• You perform repairs on the vehicle glazing and the renewal of all conventional windshields, side and rear windows.

• You perform adaptations based on the completed diagnoses.• You perform function and quality tests to ensure the

sustainability of the repair.• You prepare the surfaces to be painted subject to

consultation with the vehicle painter.• You properly assess body shell complaints under

consideration of the manufacturer’s specifications and the warranty provisions.

• You perform extensive and sustainable corrosion prevention measures for permanent value retention of the car after the repair

Preparation of the vehicle for handover to the customer • You perform final inspection of the repaired vehicle to

ensure fulfilment of the repairs, roadworthiness and functional reliability.

• You check the functional reliability of main components and systems under dynamic test conditions.

• You decide if the vehicle leaves the workshop ensuring repairs are in a proper state.

• You check settings and gap dimensions as regards dimensional accuracy.

Other special tasks• You coordinate with the Workshop Foreman and, as

appropriate, the Maintenance and System Technician to ensure division of labour.

• You coordinate the extent of painting required with the Paint Specialist.

• You use the specified tools and handle these responsibly.• You are familiar with the accident prevention regulations

and consistently apply them in your daily work.• You generate diagnoses using the current service literature

on electronic media.• You independently perform work in consideration of the

manufacturer’s specifications and the applicable warranty provisions.

Job Description

As a Body Technician, you are the specialist responsible for work on vehicle bodies and interiors. Your focus is on the accident repair of Mercedes-Benz high volume vehicles e.g. the MFA (Mercedes-Benz front-wheel-drive architecture) and MRA (Mercedes-Benz rear-wheel-drive architecture). To do this, you are familiar with all of the materials used in these vehicles’ body shells as well as with all disassembly, assembly, adjustment and repair work related directly to the body repair. You can perform the required straightening, separating and joining work on damaged vehicles. You can also repair damage

to the glazing and, if necessary, replace all conventional windshields and side and rear windows. You can deal with body shell complaints (e.g. body noises and body leaks), prepare surfaces for painting in coordination with the Paint Specialist and undertake extensive corrosion protection and preservation measures after painting.

You follow the manufacturer’s specifications, accident prevention regulations, statutory provisions and the warranty and goodwill specifications in all of your work.

Training • Completed Bodywork Specialist vocational training and at

least two years’ professional experience in this field.

Experience/further training• Series of training courses to become a Bodywork Technician

through basic and of course continuation qualification.

Summary

Qualification

Body Technician

Body Technician | Summary, Qualification, Competencies, Job Description 4

The Job Profiles in Mercedes-Benz After-Sales.

Customer Service Manager/Workshop Manager

32 Customer Service Manager/Workshop Manager | Summary, Qualifications, Skills

Summary

As Customer Service Manager/Workshop Manager, you are responsible for organising, controlling and increasing the efficiency of the entire Service reception and work-shop area. Besides attaining the set sales and profit tar-gets, in this capacity, you are responsible for a consistently high quality of service and expert advice, in order to attain

a high level of customer satisfaction. Moreover, you are responsible for maintaining all service-related processes given the legal requirements and manufacturer-related specifications and standards, and for planning, managing and developing human resources in the Service reception and workshop area.

Qualifications

Training

• Completed training in a commercial/technical profession, ideally in the automotive sector (or compa-rable training)

• Additional training in business management, such as a degree in Business Studies

Experience

• Several years of experience in a dealership’s service de-partment

• Experience in people management and heading teams• Experience in dealing with customers and suppliers

Customer Service Manager/Workshop Manager

Specific background and skills

Process and organizational knowledge• You have very good knowledge about the processes

and work place organization in Service.• You know the processes and interfaces of neighbouring

departments and contact persons (General Management, Parts/Accessories, Sales, Human Resources and Accounting).

• You understand the relationship between quality, customer satisfaction and business success.

• You know the relevant recruitment, management and evaluation tools provided by Daimler AG.

IT background• You have knowledge about current software applications

(e.g. MS Office).• You know the order system (such as DMS) specific

to your operation and country. • You have knowledge of the current IT systems

at Mercedes-Benz (such as WIS, ASRA, EVAnet).

Corporate knowledge• You understand the products of our brand and the

corporate strategies. • You are familiar with the service market and the re-

gional competition as well as their structures, sales channels and market offers.

• You know the company’s corporate strategies, goals and guidelines as well as those of the service department, and you can interpret and implement these effectively.

Technical background• You have knowledge of methods and tools for corporate

and market analyses.• You are familiar with working techniques and methods

of self-management and team management. • You have very good knowledge of basic key figures and

levers in a Service department (e.g. marginal costing).• You have a good background in marketing. • You have good knowledge on Mercedes-Benz products.• You are familiar with the Mercedes-Benz Service

products & services. • You have basic legal knowledge (e.g. guarantee, con-

tract, work and tariff rights as well as data protection).• You know the statutory requirements for occupational

health, safety, fire and environmental protection.

4 5Customer Service Manager/Workshop Manager | Skills, Tasks

Skills* Tasks

Skills in customer and supplier contactYou have the ability to establish and retain positive customer relationships and you can communicate in a customer-related and objective manner.• You are honest and genuine towards customers and

suppliers.• You are polite and treat people with respect. • You are reliable and keep commitments.• You independently clarify customer concerns within

the bounds of your decision-making authority. • You remain calm, even in critical customer discussions

and you are able to de-escalate conflicts.Action goals: You contribute considerably to a high level of customer satisfaction as well as customer acquisition and loyalty.

Organizational skillsYou have the ability to work in a structured and process-oriented way as well as the ability to maintain processes for comprehensive quality assurance in Service.• You implement decisions effectively and achieve agreed

objectives.• You keep on track even in hectic situations.• You work in a structured and systematic way and

“plan your tasks with foresight”• You set high standards of quality, work towards their

sustainability vis-à-vis employees and maintain these standards yourself.

• You use your interfaces and exchange experiences actively and across divisions.

• You communicate processes clearly to others involved.Action goals: At all times, you offer quality service to customers by efficient and effective processes for quality.

Leadership skillsYou have the ability to lead in a way geared to employees, tasks and goals.• You act according to ethical standards, accept respon-

sibility and in your actions, demonstrate integrity and company values.

• You promote diversity and create a culture of coopera-tion and learning.

• You are aware of your managerial responsibility and actively assume it.

• You provide information on strategic and operational goals, key figures, current trends and change processes and use this information for managing your employees.

• You clearly communicate expectations and reach agree-ments on quantitative and qualitative goals.

• You support the development of employees and use the available human resource tools.

• You recognize good performance, act accordingly, provide criticism in an appropriate manner explain your decisions and are consistent in your response to inappropriate behaviour or deficient performance.

• You expect and support top performance. You conduct professional staff development and systematically generate and develop responsible deputies.

Action goals: You ensure optimal deployment of employee resources and increase their motivation and ability to perform.

Business skillsYou have the ability to derive measures from current and future-directed strategic and operational objectives, and are able to sustainably implement such measures and en-courage the growth of revenue in Service areas.• You provide employees direction with vision, strategy

and objectives.• You contribute to the formulation of strategic and

operational goals for Service. • You are a driver of innovation, change and ongoing

improvement.• You recognize and take into account changing require-

ments, can derive measures based on strategic and oper-ational goals and manage the Service area accordingly.

• You attend to the utilization and operating rate of Service, e.g. workshop operating rate.

• You actively pursue the sale of additional Service products and services.

• You actively pursue new customer acquisition in service.Action goals: You ensure profitability and increase in Service profit.

Technical competenceYou have the ability to use your professional knowledge in controlling Service and to apply this knowledge actively in practice.• You employ available tools, systems and instruments

for controlling and developing Service.• You can analyze and assess the basic key figures in

Service, derive measures and employ the key figures actively for controlling.

Action goals: You ensure that the Service area is effective and efficient.

Interpersonal skillsYou have the ability to plan and follow up on your thinking and action according to corporate values, strate-gies and guidelines.• You act in accordance with the needs of the market

and customers. • You are open to changes, can take these on and are also

yourself an active motor for change when necessary. • You show personal initiative, adapt your actions

to changing boundary conditions. • You register conflicts and overcome resistances. • You have the will to persevere, are able to make

decisions, know the consequences of your decisions and take responsibility for them.

• You are ready to learn, reliable, and geared to providing service, finding solutions and obtaining results.

• You demonstrate a convincing desire for performance and success.

Action goals: You create and ensure a customer- oriented and appreciative culture among all Service employees towards customers.

Organization and control in Service • Define concrete measures for Service on the basis of

strategic and operational goals and their performance indicators and given the planning of investments, costs, unit sales and profits, in close coordination with Service Management.

• Communicate and anchor goals for all defined meas-ures within Service and ensure their implementation.

• Monitor and control Service through ongoing obser-vation and analysis of performance indicators and key figures, and preparation and forwarding of the data to Service Management.

• Develop of alternatives during the business year to ensure the achievement of targets and introduction of corrective measures in case of deviations from targets.

• Communicate regularly and coordinate measures with employees and supervisors as well as carry out progress review.

Service market development**• Develop a systematic cross-divisional service

market.• Create transparency and segmentation of

customer structure in Service.• Create marketing planning for Service and if neces-

sary, coordinate internal service marketing (e.g. Service/Parts Marketing Specialist) and/or the central contact persons of the national organization.

• Use your own as well as centrally created and sales-supportive marketing measures for sales promotion and customer acquisition on the basis of market observations.

• Retain the implementation and effectiveness of marketing measures and, if necessary, readjust and communicate to Service Management.

* In the “Competencies” section, you’ll find a summary of the minimum requirements for the holder of the position. See “Competence model for Service” for a detailed and complete overview of all management competencies for individual employee assessment. Alternatively, the competence assessment of the employee can be based on the “LEAD criteria”.

**If not covered by an explicitly marketing officer (example: Service/Parts Marketing Specialist)

766

Interfaces Relevant to SuccessAs Customer Service Manager/Workshop Manager, you show a maximum of appreciation, professionalism and competence to your employees, colleagues and customers.

Customer Service Manager/Workshop Manager | Tasks, Interfaces

Management/Administration• Organize, plan, compare targets and actual performance of sales,

service and cost developments.

Human Resources/Employee representative• Execute coordinated personnel measures.

Service/Parts Marketing Specialist• Actively incorporate topics when planning marketing measures.

Logistics department/Car Sales/Financial accounting • Systematically exchange order and delivery data with respect

to spare parts and accessories for well-targeted customer care.• Exchange customer and vehicle data to achieve targeted customer

service and market management.

Customers/Suppliers • Acquire new customers, conduct public relations and

negotiate prices, conditions and contractual agreements.• Safeguard professional customer care and complaint

management.

Service process control and quality assurance• Challenge capacity planning with the aim of the best

possible workshop operating rate.• Ensure the quality of work, processes, repairs and ad-

vising through the development of quality targets and standards, corresponding optimization in the event of deviations as well as monitoring of compliance, with the aim of the best possible service quality and customer support.

• Consistently implement and control optimization measures for the continuous improvement and retention of customer satisfaction (CSI).

• Ensure compliance with all service-related manufac-turer’s specifications (e.g. warranty and goodwill processing).

• Ensure a consistently pleasant atmosphere in Service (Service reception and Customer areas).

Complaint management• Create the framework conditions for maintaining a

complaint management process together with the inter-faces required for optimal customer service.

• Through agreement on guidelines, rules of conduct and performance standards, make employees aware of the goals and tasks of professional and sustainable com-plaint management.

• Conduct customer complaint conversations and derive corresponding measures.

• Evaluate complaints both qualitatively as well as quantitatively, in order to analyze causes of the problems and to initiate optimization in the given process.

• Participate in regular communication and work closely together with Service, Sales and Logistics Management to ensure ongoing communication with respect to com-plaints, with the aim of achieving high customer satis-faction.

Tasks

Occupational safety and environmental protection as well as ensuring general safety• Check compliance with legal requirements on environ-

mental and occupational safety and health and fire protection within Service regularly.

• Ensure that the overall work environment (work procedures, workplaces) meet the Employer’s Liability Insurance Association or legal requirements and that this compliance is maintained.

• Carry out or delegate of necessary safety instructions on a regular basis.

• Introduce and communicate of the emergency manage-ment plan (such as alarm plans and first aid).

• Implement and regularly communicate measures for environmental protection, labour protection and work safety, with the aim of creating awareness among staff.

Staff selection, management and promotion• Plan allocation of available personnel for Service (if

necessary in cooperation with Service Management and Human Resources).

• Conduct application and hiring interviews for Service employees (recruiting).

• Monitor and deploy employees taking into account corporate goals as well as individual strengths and weaknesses (e.g. on the basis of target agreements).

• Ensure, inspect and document the consistent qualifica-tions of all Service employees through need-based basic and advanced training given statutory requirements and specifications based on the manufacturer’s needs (such as job profiles and training standards).

• Ensure regular and efficient communication with and between employees, as well as conduct regular, prepared and individual employee conferences.

Daimler AG, Stuttgart GSP/SM · 02/1211


Certified Diagnosis Technician

Daimler AG, Stuttgart GSP/SOP · 02/1110

32

Summary

Qualification

Certified Diagnosis Technician | Concept, Qualifications, Competencies

As a Certified Diagnosis Technician, you are a specialist for the systematic performance of complex fault diagnoses, checking repair processes, performing final inspections, and, if needed, handing the vehicle over to the customer. You support colleagues in systematic fault diagnoses and subsequent repair steps, thus finding professional solu-tions for difficult cases. You increase workshop efficiency by optimizing diagnosis procedures and transfer your diagnosis know-how and information on new technical features to your colleagues.

As a representative of the Mercedes-Benz brand, your conduct is reliable, trustworthy, and partner-oriented. You think and act like a service provider and have a confident manner when dealing with colleagues and customers in stressful situations. By treating customers and customer property with appreciation, you make a decisive contribu-tion to the brand image and customer satisfaction. As a Certified Diagnosis Technician, you work independently and develop your own individual strategies for solutions. You are willing to learn and have the potential to learn.

A structured approach is the hallmark of a Certified Diagnosis Technician.

Training

• Trained and certified technology specialist in a motor vehicle service profession or proof of comparable com-petencies

• Training series to become a Certified Diagnosis Techni-cian (including expansion of diagnosis skills, methods for fault correction) and annual participation in product training courses by Mercedes-Benz

• Initial training in Mercedes-Benz-specific diagnosis systems

Experience

• At least two years of experience as a System Technician in a minimum of one (ideally two) specializations

Certified Diagnosis Technician

Competencies

Social and interpersonal competence• You behave reliably, credibly and in a partner and

customer-oriented manner during internal and external contact.

• You regard yourself as a representative of the com-pany and the Mercedes-Benz brand, think and act in a service-oriented manner, and professionally imple-ment all specifications from Mercedes-Benz as regards customer-oriented conduct.

• You remain calm and able to solve conflicts even in stressful situations and do not feel personally attacked.

• You reveal independence, form your own opinion, and are willing and able to make decisions.

• You are able to analyze complex problems well and comprehensively, and independently develop individual solution strategies.

• You are also able to reveal, support and manage prob-lem solutions in difficult situations.

• You reveal basic management potential and initiative and are able to advise teams.

• You reveal a high level of willingness to learn and have the potential to learn.

• You are familiar with the fundamentals of providing ad-vice in specific cases and are also able to illustrate facts and complex topics.

• You speak German or English as a foreign language, in order to fully use DAS.

Method and process competence• You are able to organize both knowledge transfer and

knowledge management, and establish and maintain an information pool.

• You possess very good knowledge of processes and key personnel in the operation, organization, in relevant cus-tomer care departments and at external service providers.

• You have in-depth knowledge of Group and service struc-tures plus Mercedes-Benz brand processes.

• You can plan and organize diagnosis and work steps in the workshop process with the assistance of all conven-tional workshop information and management systems.

• You are familiar with the basics of value orientation and the cost-benefit balance.

• You have basic knowledge of quality control loops and processes.

Specialist competence• You possess outstanding and detailed system knowl-

edge of vehicles, service, repairs, and diagnosis.• You possess good knowledge of the structure, function

and networking of systems and components in the vehicle.

• You possess very good knowledge of vehicle electronics and data bus systems.

• You possess good knowledge of telecommunications, software handling, IT networks and menu structures.

• You are familiar with the operation of all current ve-hicle systems and their functions.

• You are familiar with all maintenance, test and adjust-ment operations or rapidly become familiarized with these.

Diagnosis competence• You are able to draw up and document complex diagnoses,

particularly in the case of networked systems, and to pass these on to third parties with specifically structured com-ments.

• If the standard processes and techniques do not lead to the desired result, you are able to independently develop alternative diagnosis methods and implement these with competent, goal-oriented selection of testing and diagnosis equipment.

• You are able to implement new diagnosis approaches and equipment efficiently and instruct and support Maintenance and System Technicians in diagnosis and troubleshooting work.

• You recognize the point as of which further diagnosis steps become inefficient, are able to specifically clarify difficult cases with a Diagnosis Expert, or decide to transfer the vehicle to the nearest Diagnosis Support Center (DSC).

IT competence• You possess knowledge of the current After-Sales IT tools

and are able to use these (e.g. WIS, TIPS, Star Diagnosis, DMS, time recording systems, ASRA, EPC).

• You possess good knowledge of all Office applications, intranet and Internet applications.

54 Certified Diagnosis Technician | Tasks

Final inspection and vehicle handover• Performing a final inspection of the repaired vehicle as

regards degree of fulfillment of the repairs, roadworthi-ness and functional reliability using test and measur-ing instruments.

• Checking the functional reliability of the main compo-nents and systems under dynamic test conditions.

• Checking that the vehicle leaves the workshop in a perfect condition.

• In coordination with the Certified Service Advisor, personally handing over the repaired vehicle to the customer and explaining the results of the diagnosis, as well as the performed work.

• If necessary, providing additional notes on handling to the customer.

• At the request of the customer or Certified Service Advisor, carrying out final test drives with the cus-tomer.

Tasks

Main tasks

Service reception• Performing a visual inspection or on-board

diagnosis.

• Using various checklists during service reception (ser-vice registration, reception preparation, carrying out reception and preliminary diagnosis), which make it possible to check and document proper performance of the individual work steps.

Work preparation• Accepting, transferring, and explaining the workshop

order and checking the order contents.

• Registering the processing time and checking the vehicle history.

Preliminary diagnosis and diagnosis• Systematically and professionally carrying out complex

diagnoses and preliminary diagnoses on vehicles using the corresponding diagnosis tools and aids (visual in-spection, on-board diagnosis, test drive, and off-board diagnosis).

• Documenting the results of the preliminary diagnosis on the workshop order.

• Checking the up-to-dateness and quality of the data and preparing the vehicle or required diagnosis tools.

• If necessary, contacting the customer for additional in-formation on the malfunction.

• Performing difficult diagnoses in cooperation with the System Technician or Diagnosis Expert under dynamic test conditions in the workshop or on the road.

• Ascertaining the cause of special malfunctions and ini-tiating possible measures for rectifying the problem.

• Comparing the vehicle's present condition with the common production configuration and assessing the technical condition.

• Documenting diagnosis methods and processes in a suitable diagnosis database.

• In the case of especially complex technical problems and / or an inconclusive diagnosis, contacting the Diagno-sis Expert at the Diagnosis Support Center (DSC).

• Contacting the DSC to ensure the time allowed for war-ranty and goodwill work is met.

• Using various checklists during the preliminary diag-nosis, which make it possible to check and document proper performance of the individual work steps.

Diagnosis and repair support• Advising and supporting workshop personnel in dif-

ficult diagnosis cases and when additional information is needed.

• Ensuring that workshop personnel perform systematic diagnosis.

• In cooperation with System Technicians or Maintenance Technicians, internally authorizing repairs based on the provided diagnosis and using the specified tools and equipment. Performing the work yourself in some cases.

• Carrying out concluding function and quality checks to ensure the sustainability of the repair.

• Supporting with retrofitting and commissioning of complex special equipment or performing retrofit work yourself.

• Moving the vehicle to the parking lot and documenting the location of the vehicle and key.

• Asking for external support from the Diagnosis Support Center if needed.

766

Administration

Interaction PartnersYou are a sought-after contact person for your colleagues, as you are able to quickly analyze vehicle faults and find specific solutions. As a result, you make work easier for your colleagues and increase workshop efficiency.

Certified Diagnosis Technician | Tasks, Interaction Partners

Customer department You define the type and scope of repair services with the following colleagues:• Certified Service Advisor• Service Receptionist

Workshop department You consult with the following colleagues for solutions to all diagnosis cases on the customer's vehicle:• System Technician• Maintenance Technician• Workshop Foreman• Diagnosis Expert

Logistics department Your colleagues for processes related to parts and accessories:• Parts Process Specialist • Parts employee

Parts process• Generating the required parts list (shopping list) as a

part of the parts support process.

Parts process – Incoming orders at workshop counter• Cooperating in the registration of required parts and

vehicle identification.

• Cooperating in recommendations for additional require-ments and determining the part number.

• Informing the orderer on the delivery date and price.

Parts process – Parts handover at workshop counter• Cooperating in handing over the parts to colleagues in

the workshop.

Support processes

Tasks

Other special tasks• Providing colleagues in the workshop with technical

advice and information regarding product-specific prob-lems.

• Establishing and maintaining contacts at central ser-vice units to enable difficult technical problems to be solved faster.

• Regular forwarding of data on the results of diagnosis (diagnosis database) to contact persons at the appropri-ate support centers.

• Independently acquiring the necessary diagnosis knowledge on new products and forwarding this knowl-edge to your colleagues.

• Advising customers as regards technical questions and retrofitting special equipment, as well as providing in-formation on handling and operation to them.

• Creating Technical Product Reports on vehicle faults, descriptions of causes, and appropriate optimization measures and coordinating these with the Certified Service Advisor and the Workshop Foreman.

• In cooperation with the workshop management, initiat-ing orders for special tools for the diagnosis and repair of new products and systems.

Main tasks

IT Specialist The Job Profiles in Mercedes-Benz After-Sales.


Management• Active inclusion of topics in the planning of IT infrastructure measures.• Organization, planning and cost evaluation of IT measures.• Regular reporting of key figures regarding the network connection.

Workshop Foreman/Service Advisor• Ensure that the After-Sales applications and systems are professionally

integrated.• Regular communication concerning the stability and availability of After-Sales

applications and systems.

Customer Service Manager• Ensure that the After-Sales applications and systems used are professionally

integrated.• Regular communication concerning the stability and availability of After-Sales


Service Manager• Regular reporting of key figures pertaining to the network connection.

Logistics/Parts Manager• Ensure that the After-Sales applications and systems that are used are

professionally integrated.• Regular communication concerning the stability and availability of After-Sales


Administration

Customer department

Workshop department



IT Specialist | Interaction Partner 5

43

Personality-related skills• You think and act in a service-oriented way.• You demonstrate initiative and adapt your actions to

changing general constraints.• You are able to analyze complex problems well and

comprehensively, and independently develop individual solution strategies.

• You can also provide and support solutions in complex situations and give instructions to contact partners.

• You speak German or English as a foreign language so that you can communicate with central contact partners if necessary.

• You can also clearly communicate facts and complex topics on the telephone.

Method and process competence• You understand the Daimler After-Sales system

environment for dealership operations and know what the individual applications are used for.

• You understand the IT support structure at Daimler and know the relevant contact persons.

• You are aware of the currently available technologies and obtain information about trends and innovations in the IT area.

Technical competence• You have the ability to use your functional knowledge to

implement and configure After-Sales applications and systems at Daimler AG in the dealer IT infrastructure, and are able to make active use of this in practice.

• You use available tools, systems and instruments to integrate and maintain a stable connection to the IT infrastructure.

• You can analyze and evaluate key figures of the network connection (e.g. latency time, etc.) and derive and implement measures.

Network equipment of IT systems• You are in a position to implement the requirements of the

Retail Connectivity Guide and know different operational scenarios for the After-Sales applications, among other things (e.g. local server and online updates).

• You have in-depth knowledge of network administration and configuration (e.g. of TCP/IP-based networks) and are aware of the functions of the most frequently used operating systems required (e.g. Microsoft Windows, Linux distributions such as SuSE, Red Hat and ubuntu).

• You have in-depth knowledge of the definition, implemen-tation and installation, monitoring and maintenance of IT infrastructures (e.g. firewall configuration, DNS/DHCP servers, routers, DSL and measurement of quality criteria in packet-based networks (e.g. latency)). You know methods for measuring, clarifying and optimizing WLAN wireless networks (IEEE 80211a/b/g/n).

Competencies

As an IT Specialist, you have in-depth knowledge of the most frequently used After-Sales IT applications at Daimler AG, and the hardware knowledge that is required for this. You have sufficient process knowledge to support user work processes for the Mercedes-Benz systems in the After-Sales area.

Main tasks• Commissioning of After-Sales systems at Daimler AG

(e.g. XENTRY Kit).• Integration and configuration of After-Sales applications

and systems at Daimler AG in the existing infrastructure of the dealership operation.

• Ensure stable operation of all After-Sales applications and systems in the dealership operation.

• Rapid integration of updates and new applications in the IT infrastructure.

• Communication of IT problems outside your own area of responsibility (e.g. to Daimler support and professional IT service providers) and implementation of the recommended measures.

• Support users with ideally networked IT systems.• Be the contact for all relevant questions with regard to

hardware, software, networking and access authori zations.• Give advice to the corporate management with regard

to matters concerning IT. Collaborate in the preparation of decision-making documents.

Tasks

Organizational skills• You provide sustainable results vis-à-vis your colleagues

and co-workers, set high quality standards and maintain these standards yourself.

• You are open to new solutions or process optimizations.• You can prioritize your tasks sensibly and demonstrate

your flexibility when urgent problems occur.• You will actively approach users and ask about IT-related

requirements and needs, and correlate these with the information published by Daimler and in the relevant IT work groups.

• You will produce and maintain the technical and organizational documentation for the networks.

Business competence• You are able to derive and sustainably implement

measures from the current and future-oriented strategic and operative targets.

• You will contribute to the formulation of strategic and operational goals for dealership operations.

• You are a driver of innovation, change and ongoing improvement.

• You recognize and consider changing IT requirements and can recommend the most efficient solution on the basis of operational requirements and cost analyses.

As an IT Specialist, you will look after operation and the availability of workplace and workshop systems and the network for the Daimler AG vehicle brands in your dealership. The work mainly involves the network in the Service reception and workshop area. You are aware of the technical IT requirements of the After-Sales equipment and systems used in your dealership and will be the first contact person for support within your dealership. You will carry out qualified analyses at regular intervals and can identify problems. In the event of problems, you will formulate qualified queries for the First Level Support (Customer

Assistance Center (CAC), MPC or externally commissioned by the MPC, etc.) and will support the downstream specialist departments during troubleshooting.

As the person responsible for IT or IT administrator for your dealership, you will ensure that the Mercedes-Benz systems have the best possible connection to the central systems at Daimler AG. By means of regular maintenance and adaptation of the local IT systems to new technical requirements, you will ensure that dealer-related tasks are carried out in a reliable and stable way.

Training • IT-related profession, technical or scientific background,

alternatively additional technical IT network or infra-structure qualifications or at least 3 years’ professional IT experience.

Experience• Retail experience (particularly in the service area of an

automotive company).• Experience in the administration and commissioning of

applications and systems (e.g. XENTRY Kit).• Experience in the set-up and maintenance of IT

infrastructures (networks).

Summary

Qualifications

IT Specialist

IT Specialist | Summary, Qualifications, Competencies, Tasks2

Customer Contact Consultant After-Sales The Job Profiles in Mercedes-Benz After-Sales.

2

As a Customer Contact Consultant After-Sales, you are an important member of the Service team. You ensure the quality of the entire customer-oriented service process. In doing so, you are responsible for making appointments over the telephone and for preparing the orders. Thus, you pro-vide essential preparation for the personal appointment be-tween the customer and Certified Service Advisor. You are also responsible for the preparation or management of service- related customer enquiries across all communication chan-nels (email and internet or dealership website, Mercedes me, text message, telephone and telematics) and thus extend the online After-Sales presence of the dealership and the Mercedes-Benz brand. Furthermore, you make Service

Follow-up contacts with the customer through phone calls, e-mails or other methods. You are therefore the first and last contact person for the customer and so have substantial in-fluence on customer satisfaction.

You are the main contact person when it comes to customer contact via phone or e-mail and contribute significantly to the success of the entire service area.

You are also able to provide specialized information on the subject of services and products, and you can also respond to queries about service-relevant issues on behalf of sales colleagues.

Training • Commercial or technical job training, e.g. as a trained

specialist in the customer-orientated service sector. Preferably with experience in the sale of technical prod-ucts or services.

Experience• Experience in customer (phone) contact and customer

support and acquisition.• Experience in an automotive service operation and/or in

a comparable activity in the customer-oriented service sector (Previous employment in a service or customer con-tact area for example as a Service Advisor or Service Re-ceptionist would be an advantage.).

• Knowledge about sales, the Mercedes-Benz brand and its sales structure. Basic computer skills as well as general business knowledge.

• Experience with Mercedes-Benz workshop systems.

Summary

Qualification

Customer Contact Consultant After-Sales

3

Social and interpersonal competence• You have excellent communication skills for written and

telephone contact with customers and are able to express yourself adequately in both oral and written form.

• You establish a quick, reliable and trustworthy contact to customers. You are able to focus on customer requests and put their requests at the center of your daily job.

• You always complete your work diligently and present yourself at all times as an ambassador of the Mercedes-Benz brand.

• You are a teamplayer and ensure the information flow between yourself and your interaction partners. You act in a reliable and trustworthy manner towards internal and external customers.

• You demonstrate high commitment, flexibility and ability to work even with a high workload.

• You think and act in a customer- and service-oriented way, and you have a feeling for people’s needs and wishes.

• Your are an expert in structuring and managing conversations.

• You are reliable, authentic and always offer the customer price-conscious solutions.

• You have a high willingness to learn, are open for change processes and can implement decisions.

• You work independently.

Method and process competence• You think in a very sales-oriented manner and display high

levels of personal initiative. • You work in a well-organized and structured way and you

prioritize your tasks as you work through them systematically. • You are able to advise customers in a professional way

during the service reception.• Knowledge about processes and key contacts in the

service business.

Specialist competence• Technical basic knowledge and knowledge of service

and parts.• Based on existing or described customer complaints, you

can identify the most frequently implemented repairs and prepare a suitable preliminary order.

• You can explain the most important vehicle systems and special equipment in a customer-oriented manner.

• You know the procedures associated with the telematics and connectivity services and the processes related to them.

• You have the ability to schedule workshop time.• You possess relevant legal basic knowledge.

IT competence• You possess knowledge of internal service-relevant pro-

grams (DMS, appointment and capacity planning tool, CRM-Tool, SPPS, C@D, EPC, Mercedes-Benz After-Sales Portal and Xentry Portal).

• You have knowledge of the telematics and connectivity- related system landscape (MBC POS, Mercedes connect me, Mercedes me and XP LEAD management).

• You have media skills (internet exchanges, workshop por-tals and social media).

• You have sound general computer skills and knowledge of Office applications (e-mail programs, MS Office, Internet and intranet, etc.).

Competencies

Customer Contact Consultant After-Sales | Summary, Qualification and Competencies

4

Service reception • Receiving and answering all service requests received over

the telephone and online as well as recording all customer and vehicle data.

• Handling requests from external and internal customers as well as coordination with the responsible specialist as needed.

• During the telephone conversation with the customer, checking, updating, and where necessary creating new sets of customer master data and vehicle data in the DMS.

• Completion of a workshop preorder including all necessary documents and materials for the Service Advisor, in a pro-fessional way.

• Documentation of follow-up repair and clarification of the need for a prediagnosis where applicable.

• Checking pending service measures and integrating them into the further process.

• Advising the customer in terms of the type and scope of the operations to be performed.

• Reminding the customer of any unfinished work or work recommended during the last visit.

• Actively offering and presenting service-related differentiation options (if these are offered in the company). Presentation of current service offers for the customer and provision of additional services and services free of charge and subject to a fee (e.g. vehicle care, pickup & drop off, service or vehicle wash). Offer service products on a ‘needs-driven’ basis, such as service contracts and extended warranty arrangements and outline the need for these as well as their benefits.

• Actively offering active reception/service lane and stating the advantages for the customer.

• Checking the availability of the service team on site and reserving a corresponding service appointment according to the customer’s needs as quickly as possible. Referring a Service Advisor as well as reserving the required resources, taking workshop capacity utilization into account.

• Ensuring proper appointment spacing for the workshop when making appointments with the customer.

• Checking the requested work procedures for feasibility and practicability.

• Create fixed price quotations and cost estimates. If possi-ble, information on the specific amount of time required.

• Coordinate the Service reception, handover method, location and times with the customer.

• Clarifying accessibility, referring to required documents and summarizing the work discussed with the customer.

Preparation of Service reception • Clarifying availability of any parts likely to be required

directly and initiating the order.• If required, reservation and scheduling of a loaner car

(considering MB rent process).• Printout and handover of the preliminary order to the

responsible Service Advisor.• Sending the customer an appointment reminder (via phone

call, SMS or e-mail) one business day before the service visit using the existing system.

Tasks

Main Tasks

5

Breakdown support (during normal hours of business)• Coordination function for the Custoner Assistance Center

(CAC) and Customer Contact Center (CCC).• Checking the commitment. Determine the method of

payment with the customer, summarize and approve the agreement made with the customer.

Follow-up customer support/Service Follow-up• Preparing and conducting the Service Follow-up call, asking

the customer about his experience and satisfaction during the service visit and where necessary initiating the complaint management process.

• Asking the customer if they have any further wishes or suggestions and initiating implementation thereof if needed.

• Summarizing, documenting and providing feedback to the Service Manager in respect of the results of the Service Follow-up.

Service Management queries (leads) associated with the telematics and connectivity services• Generate proactive service offers in SPPS and send them

to customers based on the automatic incoming service management sequences.

• Processing of customer feedback and planning of work-shop resources.

• If required, support customers with Mercedes me func-tionalities.

• Processing of telematic data from customer vehicles com-bined with proactive customer aquisition and maintainance offerings.

• Follow up on existing service offers.• Summarize, document and report telematic data to the

service manager.

Additional tasks • Implementing service and marketing initiatives for active

customer acquisition over telephone and online. • Assisting customers with questions about the repair pro-

gress and the availability of their car, parts pricing and accessories.

• Follow up on no-show customers and scheduling of replacement appointments.

• Taking over responsibility for SPPS management.

Customer Contact Consultant After-Sales | Tasks

6

Together with these colleagues, you form the customer liaison personnel in service:

• Certified Service Advisor• Service Receptionist

Your contact person when it comes to appointment scheduling and capacity planning:

• Workshop Foreman

Customer contact area

Workshop department

Colleagues and supervisors to support you with the administrative side:

• Service Manager• Customer Service Manager • Service/Parts Marketing Specialist• CAC/CCC (Customer Assistance Center/ Customer Contact Center)

Administration

Interaction partnersThe following contact persons are your most important interfaces at the dealership.

7

Your contact persons for enquiries and further questions from Sales:

• Sales staff• CRM Officer

These colleagues are your contact persons in respect of parts and accessories:

• Parts/Accessories Salesperson• Parts Process Specialist

7Customer Contact Consultant After-Sales | Interaction partners


Sales area

Certified Service Advisor The Job Profiles in Mercedes-Benz After-Sales.

32

Qualification

As a Certified Service Advisor, you are the professional ‘manager’ of the customer-oriented service process. You are responsible for personal customer contact and set standards in terms of personal customer management.

You see every contact with a customer as a professional challenge and feel responsible for the customer needs until they have been resolved. Customers appreciate you as a Certified Service Advisor because you are competent and trustworthy and treat them with respect and like a partner.

In addition to your technical expertise, you have extensive social and contact skills.You can handle even difficult conversations professionally and no matter what the circumstances are, you always have time for customer requests and issues.In addition, you are sales-oriented to assure the demand-based supply of your clientele with service and parts products. To accomplish this, you consistently use and offer the active reception on the vehicle. You are the professionally skilled interface between the customer and the workshop and make a substantial contri-bution towards the economic success of the entire service field.

Summary

Certified Service Advisor

Competencies

Social and interpersonal competence• During the active reception you act as a representative of

the Mercedes-Benz brand. You work thoroughly and re-sponsibly. You prepare yourself for customer appointments and ensure that the active reception is delivered completely and in a customer-oriented way.

• You are very empathetic, able to respond to others, focus on what the customer wants and always try to understand the customer’s concern and take it into consideration.

• You are a dedicated service provider. You always think and act with the customer in mind and professionally imple-ment all Mercedes-Benz processes and procedures in or-der to provide the best for your customer.

• You actively approach customers, thus showing excellent communication skills. Your negotiating skills and your as-sertiveness assist you in this.

• You encounter customers in a friendly manner and are polite and helpful at all times. You have good manners and use these appropriately according to the respective target group. You value a well-kept appearance.

• You are flexible and willing to compromise, but can also openly address and constructively solve conflicts with cus-tomers and colleagues.

• You show a lot of initiative and commitment. You are per-suasive and able to make decisions on your own.

• You exhibit a high level of willingness to learn and are open to changes that ensure a continuous improvement proc ess.

• You are mentally flexible and able to solve difficult prob-lems reliably and with confidence.

• You are reliable and keep all agreements. You are genuine and offer customers and colleagues solutions that take re-quirements and costs into account.

• You have team and cooperation skills and therefore ensure smooth cooperation between Service reception and the workshop.

Method and process competence• You are able to competently advise customers as part of

the workshop visit and during the customer interview/ac-tive reception.

• You are very sales-oriented with strong selling skills allow-ing you to actively sell service products/accessories to the customers as needed.

• You have good planning and organization skills as well as skills in processes and applications.

• You have a self-assured manner when dealing with criti-cism (good interpersonal and professional skills), and al-ways remain loyal to the company.

• You have good knowledge of company and service struc-tures plus Mercedes-Benz brand service processes.

• You possess sound knowledge of processes and key per-sonnel in the service area and in relevant customer care departments.

IT competence• You have a sound knowledge of the current After-Sales

systems and software commonly used in a Mercedes-Benz operation and can use these (e.g. DMS, ASRA, EPC, EVA, VeDoc, WIS/ASRA, TIPS, Mercedes-Benz After-Sales Portal, SPPS, Star Diagnosis and Xentry Solutions).

• You have good general PC skills and knowledge of Office applications (e-mail programs, MS Office, Internet and in-tranet, etc.).

• You have knowledge of all customer-relevant or frequently used media and devices and how they operate (social media, smartphones, etc.).

Certified Service Advisor | Summary, Qualification and Competencies

Training • Successful participation in the training series for Certified

Service Advisor is desirable.

• Trained specialist in a customer-oriented service sector.(with proof of the necessary technical competencies through the Mercedes-Benz internal qualification‚ Basic knowledge for new Certified Service Advisors without a technical qualification; after a successful appointment, recruitment is possible even for people without prior tech-nical knowledge).

or• Trained, certified automotive sales specialist in an auto-

motive business. (with proof of the necessary technical competencies through the Mercedes-Benz internal qualifi-cation‚ Basic knowledge for new Certified Service Advisors

without a technical qualification; after a successful appoint ment; recruitment is possible even for people with-out prior technical knowledge.).

Experience• Experience in an operational service industry involving

high customer expectations.• Experience in an automotive service operation.• Experience with Mercedes-Benz products. • Experience with the Mercedes-Benz workshop process

would be an advantage. • It is an essential requirement for all Cars/Vans Certified

Service Advisors to hold a driving license (Class B in Ger-many) for vehicles of up to 3.5 tons.

54 Certified Service Advisor | Competencies and Tasks

Entrepreneurial and technical skill• You think and act with good business sense. You are able

to apply your knowledge of the business in accordance with internal procedures and in a manner sympathetic to customer needs.

• You know the most important key indicators for the service and their levers.

• You know the main CSI drivers and your role in this.• You have a basic technical understanding and are familiar

with the vehicle and service products. • You are able to provide the customer with information

about the product in a comprehensible manner and to ex-plain technical contexts, enabling you to demonstrate the benefits of each offer or solution.

• You possess the relevant legal basic knowledge (e.g. war-ranty law) as well as country-specific legal provisions (e.g. main inspection/exhaust emissions inspection, safety in-spection and accident prevention regulations).

• You can deliver the workshop order in high quality, thereby ensuring that the workshop can carry out repair work to a professional standard and in an efficient manner.

• You can perform an automatic short test and use the data generated during the process for order preparation (Xentry Portal Pro and automatic short test). You also have a sound knowledge of the procedure for reading out the damage codes of older vehicles.

• You can provide the customer with solutions as well as an estimate on the time and costs involved.

• You can estimate the options of value repairs and explain to the customer.

• You have Mercedes-Benz brand knowledge and you can explain all of the major vehicle support systems and op-tional equipment (e.g. COMAND or DISTRONIC) in a cus-tomer-oriented way and operate them.

• You can explain telematics-based services (e.g. Mercedes-Apps and others) and connec tivity services and advise and assist the customer with these.

Tasks

Work preparation• Active participation in pre-meetings with Workshop Foreman

and Customer Contact Specialist to discuss both the cur-rent and next day’s workload.

• Preparing repair orders and ensuring that they are com-pleted on time.

• Explaining and handing over the workshop order to the Maintenance Technician or Certified Diagnosis Technician.

Repair and maintenance• Monitoring the repair status and clarification of additional

repair services or timeline updates with the customer and the service department.

Order completion• Inspecting the work scope and performance, documenting

the test results and authorizing repairs for any faults.• Transparent documentation for the customer of all the

work completed and currently in progress and all the required parts.

• Documentation of current vehicle data (e.g. legally required inspections, and the due date for the next manda tory vehicle inspection).

• Ensuring that the customer’s vehicle is clean.• Ensuring a timely vehicle handover and final coordination

with the customer.• Triggering the invoicing process after repair and mainte-

nance have been completed.

Service reception • Follow-up on the preparation of a workshop order,

greeting the customer, acceptance of vehicle and checking of customer and vehicle data for complete-ness. If necessary, test drive of the car prior to repair (as needed, delegate to workshop personnel).

• If necessary, you perform a test drive prior to the repair. If necessary, workshop personnel are used for this.

• Active offering and, where necessary, delivery of service advice (incl. on-board diagnosis and/or an automatic short test) on the vehicle, and documentation of the results of prediagnosis. Definition of the (additional) scope of repair work together with the customer.

• Ensuring that a visual inspection is performed and an automatic quick test to estimate the extent of damage, also in cases where the offer of a service advisory ses-sion is not taken up by the customer.

• Use of specified checklists during service reception (service registration, reception preparation and carrying out of reception and prediagnosis), which make it possible to check and document proper performance of the indi-vidual work steps.

• Active and appropriate need-based provision of service products associated with the provision of service advice on the vehicle, presentation of current service offers for the customer and offering of additional services and services (e.g. vehicle care, pickup & drop off service) together with a demonstration of their needs and ben-efits.

• Checking for any warranty and goodwill claims. • Coordinating the scope of services for repair and main-

tenance with the customer and obtaining their approval.• Checking the need for and availability of external work

and, where necessary, booking external work.• Coordinating of pickup time and date, method and

location with the customer.

Vehicle handover• Responsibility for the vehicle handover.• Welcoming the customer and taking back the replacement

vehicle.• Explaining the work performed and invoice to the cust-

omer. Actively offering solutions for the further procedure if any orders or work are still open and documenting safety- relevant operations.

• Explanation of the need and benefits of any work advised, together with corresponding sales arguments. Support with customer decisions in the form of positive arguments.

• Advice in the event of a customer refusing to have work carried out in respect of urgency, potential risks, safety and liability.

• Accompany the customer back to their vehicle and thank them for their business.

• Handover of all necessary documents to the Customer Contact Consultant After-Sales for further customer support.

Competencies

76

Together with these colleagues, you form the customer liaison personnel in Service:

• Customer Contact Consultant After-Sales• Service Receptionist• Cashier

Team Partners and line managers to support you with the administrative side:

• Service Manager• Customer Service Manager• Service/Parts Marketing Specialist• Repair Order Booker• Warranty Administrator


• Sales staff



7

You support these colleagues in the implementation of repair tasks on the customer vehicle:

• Workshop Foreman• Service 24h-Technician• Certified Diagnosis Technician• System Technician• Maintenance Technician

Certified Service Advisor | Interaction partners


Administration

Workshop area

Parts department

Sales area


Service Receptionist The Job Profiles in Mercedes-Benz After-Sales.

32

As the Service Receptionist, you are an integral part of the Service team and you are in direct contact with the customer. You are the first contact person within the dealership for all visitors and customers in the Service department. You take on a key function in the operation accordingly. You greet the customers, determine their needs and personally transfer the customer to the responsible Service representative at the dealership. You mainly control the service-relevant cus-tomer queries here and ensure by means of direct forwarding to the responsible contact person that these customer queries are processed professionally.

As a Service Receptionist, you support those colleagues re-sponsible for the Service, Sales and back-office departments in all customer contact and support processes and in organi-zational and administrative tasks.

As an employee in Service Reception, you have significant impact on customer satisfaction as well as the atmosphere in the Service area. You make a considerable contribution to the success of the entire company and especially the Service area.

Training • Training in a commercial profession in a customer-oriented

service sector.

Experience• Experience in customer contact and customer support. • Experience in a Mercedes-Benz Service operation or in

some comparable activity within the service sector.• Knowledge of Mercedes-Benz products and processes.

Summary

Qualification

Social and interpersonal competence• You approach customers in a friendly manner, you are

polite and helpful at all times and you see yourself as a representative for the Mercedes-Benz brand. You have good interpersonal skills and employ these appropriately in the context of the respective target group.

• You always focus on customer needs and attempt to un-derstand and realize customer concerns. In this respect, you provide service support at all times in a customer-ori-ented manner.

• You are dependable and you are always congenial to cus-tomers, your colleagues and your line managers.

• You actively approach customers, thus showing excellent communication skills. Your negotiating skills and your as-sertiveness assist you in delivery.

• You encounter customers in a friendly manner and are polite and helpful at all times.

• You exhibit high commitment, flexibility and the ability to work under stress.

• You always remain polite to customers, even in conflict situations.

• You have good interpersonal skills and employ these ap-propriately in the context of the respective target group.

• You are perceptive and aware of what people need and want from you and you are responsive to these needs and wants.

• You value a well-kept appearance. • Tidiness and a well-kept personal appearance are impor-

tant for you.

Method and process competence• You possess organizational and personal management

skills.• You complete your tasks independently and responsibly.• You have good knowledge about the processes and the

major contact persons in the Service area as well as in other relevant customer support areas

Specialist competence • You have Mercedes-Benz brand and product knowledge

and you understand a customer who describes a vehicle- specific issue.

• You are aware of the major levers to improve customer satisfaction (CSI) and your impact on it.

• You are able to independently determine, check and up-date customer and vehicle data.

• You are able to provide information on the duration of simple service operations.

IT competence• You have good knowledge of the most common service-

relevant programs, processes and procedures (DMS, SPPS, CRM Tools, VeDoc, EVA, appointment and capacity planning tool and Xentry Portal Pro, etc.) to enable you, when necessary, to raise or process preliminary and repair orders.

• You have sound general PC skills and knowledge of Office applications (e-mail programs, MS Office, Internet and in-tranet, etc.).

Competencies

Service Receptionist

Service Receptionist | Summary, Qualification and Competencies

54

Service reception• Receive customer requests, direct customers to the re-

quired colleagues and offer alternative, substitute services (for customers without appointments).

• Actively offering and introducing the service differentiation options for customers without appointments (if these are offered in the dealership).

• Receive and document customer data by using the dealer-ship DMS or databases for customers without appointments.

• Checking, updating and, where necessary, creating new customer information and vehicle-related data in the inter-nal DMS.

• Check the credit rating/the commitment related to and preparation of the order-relevant documents (with person-al registration of the customer – without appointment).

• Check for pending service measures and unfinished work for chance customers.

• Checking and documenting data privacy statements from the customer and advising or explaining all necessary in-formation on the data privacy statement.

• Coordinating all necessary documents and discussing these documents with the customer.

• Receiving vehicle keys and vehicle documents from the customer.

• Reading out the information from the vehicle key using the Xentry Key Reader and transferring that data to the Xentry portal.

• Actively offering active reception with explanation of the benefits.

• Checking the capacities of the Certified Service Advisors and assigning them any customers that arrive without ap-pointments. Walk the customer over or direct him to the waiting area.

Preparation of service reception• When customers arrive without an appointment, supporting

the Certified Service Advisor with the filing of a preliminary order or a workshop order as well as updating the vehicle and customer database. This involves opening a preliminary order or a workshop, and checking and updating the vehicle and customer history details.

• Checking the completeness of all order-relevant docu-ments and handover to the responsible Certified Service Advisor.

Vehicle handover• Creating the invoice for Service customers (if organizationally

applied in this way).• Receiving the invoice payment (if organizationally applied

in this way).• Direct vehicle delivery to the customer in the event the

Certified Service Advisor is unavailable.• Administration on the return of replacement vehicles and

invoicing of mobility services (if organizationally applied in this way).

Administration• General information source for all Service visitors and cus-

tomers at the dealership.• Forwarding of service-relevant customer and prospective

customer queries to the responsible contact persons in the dealership.

• Management and cashing-up of the cash register (if organi-zationally applied in this way).

• Operation and administration of the customer welcome terminal and/or customer guidance system (if present in dealership).

• Processing of mobility solutions (if organizationally applied in this way).

• On-site support of customers in the application of MBconnect/Mercedes me.

Reception area in general• Personal welcome of all customers and visitors. Further-

more ensuring that they are delighted throughout their entire visit, e.g. by offering and providing refreshments.

• Ensuring that accessories and merchandise products are displayed in a sales and customer-oriented manner.

• Support of customers during waiting periods and provision of information to customers on a regular basis in the event of delays.

• Support the sales of accessories (when no assembly re-quired) within the Service reception and showroom area. Consultation, order entry, sales and invoicing.

• Acceptance of complaints from chance customers, prepa-ration of further processing and direct forwarding to the responsible employees.

• Ensuring a friendly atmosphere, orderliness and cleanli-ness in the reception area, the bistro and waiting areas, including the functional capability and functionality of the machines and refreshments available.

• Ensuring that current Service, product and customer liter-ature is available and neatly displayed.

Tasks

Main Tasks

Service Receptionist | Tasks

76

Together with these colleagues, you form the customer liaison personnel in Service:

• Customer Contact Consultant AfterSales• Certified Service Advisor• Cashier

Team Partners and line managers to support you with the administrative side:

• Service Manager• Customer Service Manager • Service/Parts Marketing Specialist• Repair Order Booker


• Sales staff



7

Your contact person when it comes to scheduling and capacity planning:

• Workshop Foreman

Service Receptionist | Interaction partners


Administration

Workshop department

Parts department

Sales area



Logistics Manager/ Parts Manager

32 Logistics Manager/Parts Manager | Summary, Qualifications, Skills

Summary

As Logistics Manager/Parts Manager, you are responsible for the organization, control and efficiency of the entire Parts and Accessories area. Besides attaining the set procurement, sales and profit targets, in this position you are responsible for the availability of parts, a high level of customer care and active sales of parts and accessories.

Moreover, you are responsible for maintaining all logistical structures and processes, taking into account statutory requirements and specifi cations and standards of the manufacturer, and for planning, man aging and developing all human resources in the Parts department.

Qualifications

Training

• Completed training in a commercial logistics profession, ideally in the automotive sector (or comparable training)

• Additional training in business management, such as a degree in Business Studies or Logistics

Experience

• Several years professional experience in parts sales & logistics, ideally at Mercedes-Benz

• Experience in leading employees and teams• Experience in dealing with customers and suppliers• Marketing experience

Logistics Manager/Parts Manager


Process and organizational knowledge• You have very good knowledge about the processes and

workplace organization in parts sales and logistics as well as about the display of parts for customers.

• You know inventory methods and processes and the relevant legal specifications for end-of-year procedures.

• You have knowledge of the structures of market-specific sales and logistics organization as well as the require-ments (target agreement, performance modules, logistics completion and theft relevant parts (DRT).

• You know the processes and interfaces of associated departments and contact persons (General Management, Service, Sales, Human Resources and Accounting).

• You have very good knowledge of assortment, inventory and procurement management.

• You understand the relationship between quality, customer satisfaction and business success.

• You are familiar with the relevant recruitment, management and evaluation tools provided by Daimler AG.


(e. g. MS Office).• You are familiar with the company and market-specific

IT applications for parts sales and logistics (e. g. DMS, Vororder tools, logistics bus, EWA, EVA, VeDoc, KRIS, WebParts, EPC).

• You are familiar with the company and market-specific analysis tools: available from the DMS, logistics bus (controlling and assortment).

Corporate knowledge• You understand the products of our brand and

corporate strategies.• You are familiar with the service market and regional

competitors, as well as their structures, sales channels and market offers.

• You know the corporate strategies, goals and guide-lines of the company and of the Parts department and can interpret and apply them effectively in your daily business.

Technical background• You understand methods and tools for corporate

and market analyses (e. g. SWOT).• You can implement working techniques and methods

of self and team management.• You have very good knowledge about the basic key

figures and levers in parts sales & logistics. • You have a good background in marketing (market

cycles, marketing mix).• You know the structure and logic of Mercedes-Benz

parts/accessories sales and the warehouse organization, goods receiving and shipping, and counter sales.

• You have good knowledge of the parts/accessories assortment of Mercedes-Benz and the competition.

• You know how to negotiate.• You are able to make reliable statements as regards

prices, discounts, parts availability, delivery dates and lead times.

• You have a good understanding of price and discount calculations for parts and accessories.

• You have basic legal knowledge (e. g. warranties, contracts, employee rights, pricing as well as data protection).

• You know the statutory requirements for occupational health, safety, fire and environmental protection.

4 5Logistics Manager/Parts Manager | Skills, Tasks

Skills* Tasks

Skills in customer and supplier contactYou have the ability to establish and retain positive customer and supplier relationships and you can communicate in a customer-related and objective way.• You are honest and genuine towards customers

and suppliers.• You are polite and treat people and talk to them with

respect.• You are reliable for customers and suppliers and keep

commitments.• You independently clarify customer concerns within

the bounds of your decision-making authority.• You remain calm even in critical discussions and can

de-escalate conflicts.Action goals: You contribute considerably to a high level of customer satisfaction as well as to customer acquisition and loyalty.

Organizational skillsYou have the ability to work in a structured and process-oriented way and to ensure the processes for quality assurance in the Parts department.• You implement decisions effectively and achieve agreed

objectives.• You keep on track even in hectic situations.• You work in a structured and systematic way and plan

your tasks with foresight.• You set high standards for quality, work towards

maintaining them with employees and comply with these standards yourself.

• You use your personal interfaces and exchange experiences actively and across divisions.

• You communicate processes clearly to others involved.Action goals: At all times, you offer the highest quality level service to customers through efficient and effective processes.

Leadership skillsYou have the ability to manage in a way geared to employees, tasks and goals.• You act according to ethical standards, accept responsi-

bility and are an example of integrity and company values. • You promote diversity and create a culture of cooperation

and learning.• You are aware of your managerial responsibility and

actively assume it.• You provide information on strategic and operational

goals, key figures, current trends and change processes and use this information for managing your employees.

• You clearly communicate expectations and reach agree-ments on quantitative and qualitative goals.

• You support the development of employees and use the available human resource tools.

• You recognize good performance, act accordingly, provide criticism in an appropriate manner, explain your decisions and are consistent in your response to inappropriate behaviour or deficient performance.

• You expect top performance and support its attainment, you conduct staff development and systematically generate successors or responsible deputies.

Action goals: You manage and motivate your staff to enable them to reach the highest performance levels.

Business skillsYou have the ability to derive measures from current and future-directed strategic and operational objectives, sustainably implement such measures and encourage the growth of revenue in the parts department.• You provide employees direction with vision, strategy

and objectives.• You contribute to the formulation of strategic and

operational goals for the parts department.• You are a driver of innovation, change and ongoing

improvement.• You recognize and take into account changing

requirements and can derive measures based on strategic and operational goals and manage the logistics area accordingly.

• You actively pursue the external sale of parts and accessories (counter business).

• You actively practice new customer acquisition (parts & accessories).

• You create and maintain contacts with strategically important customers.

Action goals: You ensure Parts profit is maintained and/or increased.

Technical competenceYou have the ability to use your professional knowledge for managing the Parts department and can apply this knowledge actively.• You employ available tools, systems and instruments

for managing and developing the Parts department.• You can analyze and assess the key figures in the parts

department, derive measures and employ the latter actively in managing.

Action goals: You safeguard an effective and efficient Parts-/ Logistics department.

Interpersonal skillsYou have the ability to plan and follow up on your thinking and action according to corporate values, strategies and guidelines.• You act in accordance with the needs of the market

and customers. • You are open to changes and contribute to them yourself.• You show personal initiative, adapt your actions to

changing boundary conditions and are proactive.• You register conflicts and attend to resistance. • You have the will to persevere, are able to make decisions,

know the consequences of your decisions and take responsibility for them.

• You are ready to learn, reliable, and geared to service, finding solutions and obtaining results.

• You demonstrate a convincing desire for performance and success.

Action goals: You create and ensure a continual customer-oriented and appreciative culture among all your staff.

Organization and control in the Parts department• Define concrete measures for parts sales and in

close coordination with the After-Sales Manager, based on strategic and operational goals and per-formance indicators for these and given the planning of investments, costs, unit sales and profits.

• Communicate and anchor goals for all defined measures within the Parts department and ensure implementation.

• Monitor and manage parts sales and logistics by consistent observation and analysis of performance indicators and key figures, with preparation and forwarding of the data to Service Management.

• Develop and steer corrective measures throughout the year to ensure achievement of annual targets.

• Regularly communicate measures to all staff and supervisors and also coordinate with them, providing feedback on the effectivity of the measures in question on a regular basis.

Parts market development**• Implement systematic and cross-divisional Parts

market development.• Develop a pricing and product range strategy as

well as create transparency and segmentation of the customer structure in the Parts department.

• Create marketing planning for the Parts department in coordination with internal service marketing (e. g. Service/Parts Marketing Specialist), car sales, and/or the central contact persons for the national organization.

• Use individual as well as centrally created and sales-supportive marketing measures for sales pro-motion and customer acquisition on the basis of market observations.

• Retain the implementation and effectiveness of marketing measures and, if necessary, readjust and communicate to Service Management.


**If not covered by an specific marketing officer (example: Service/Parts Marketing Specialist)

6 76

Interfaces Relevant to SuccessAs Logistics Manager/Parts Manager, you demonstrate a maximum of appreciation, professionalism and competence to your employees, colleagues and customers.

Logistics Manager/Parts Manager | Tasks, Interfaces

Process management and quality assurance• Ensure cost-efficiency through optimization of pro-

cesses for procurement, inventory planning and sales.• Ensure the quality of work, processes and advisory

service through the development of quality targets and standards, appropriate optimization in the event of deviations and monitor compliance, with the aim of the best possible stock keeping and customer support.

• Consistently implement and control optimization meas-ures for the continuous improvement of customer satis-faction (CSI).

• Ensure compliance with all legal requirements and manufacturer-related specifications (e. g. stocktaking).

• Ensure a brand representative atmosphere in the parts department (for example in the display area for parts and accessories).

Complaint management• Create the framework conditions for maintaining a

complaint management process together with the inter-faces required for optimal customer service.

• Create staff awareness as regards the goals and tasks of professional and sustainable complaint management through agreement on guidelines, rules of conduct and performance standards.

• Conduct complaint conferences and derive appropriate measures.

• Evaluate complaints both qualitatively as well as quantitatively, in order to analyze causes of the problems and to initiate optimization in the given process.

• Participate in regular communication and work closely together with Service and Sales Management to ensure ongoing communication with respect to complaints, with the aim of achieving high customer satisfaction.

Tasks

Management/Administration • Organise, plan and compare targets and actual performance

for sales, service, cost and inventory developments.


Service/Parts Marketing Specialist• Actively incorporate topics when planning marketing measures.

Service department/Car Sales• Systematically exchange order and delivery data with respect

to spare parts and accessories for well-targeted customer care.• Exchange customer and vehicle data to achieve targeted customer


Customers/Suppliers• Promotion/public relations, acquisition and negotiation

of prices, conditions and contractual agreements, for example.• Safeguard professional customer care and complaint management.

Occupational safety and environmental protection as well as ensuring general safety• Regularly assess compliance with legal requirements

for environmental and occupational safety, health protection and fire safety in the Parts department.

• Ensure that the overall work environment (work procedures, workplace) complies with the Employer’s Liability Insurance Association and/or legal require-ments at all times.

• Perform or delegate necessary safety instructions on a regular basis.

• Introduce and communicate the emergency manage-ment plan (such as alarm plans and first aid).

• Implement and regularly communicate measures for environmental protection, labour protection and work safety, with the aim of creating awareness among staff.

Staff selection, management and promotion• Plan staffing for the Parts department (if necessary

in cooperation with Service Management and Human Resources).

• Conduct interviews (recruiting).• Monitor and deploy employees in consideration of

corporate goals as well as individual strengths and weaknesses (e. g. on the basis of target agreements).

• Ensure, inspect and document the consistent qualifica-tions of all employees in the department through need-based basic and advanced training, taking into account statutory requirements and specifications based on the manufacturer’s needs (such as job profiles and training standards).

• Ensure regular and efficient communication with and between the employees, as well as conducting regular, prepared and individual employee appraisals.


Maintenance Technician


32 Maintenance Technician | Concept, Qualifications, Competencies

Summary

As a Maintenance Technician, you are, above all, respon-sible for performing all kinds of service operations (inspections), defined assembly operations, and mainte-nance repairs with the highest level of quality and effi-ciency. You thus promote the brand image through reliable and cost-efficient work. Thanks to your professional perfor-mance of all service work, precisely defined maintenance repairs, and accessory retrofits, you make a decisive contri-bution to maintaining the value of the customer's vehicle.

Through good treatment of the customer's property, your specialist knowledge, and appreciation of the brand and product, you promote the image of the service organiza-tion, thus contributing to customer satisfaction. You sup-port the System Technician during complex repairs on overall systems.

Qualifications

You are reliable, trustworthy, friendly, and open with your colleagues. As a result, your individual potential as a team player can unfold.

Training

• Trained and certified technical specialist in a motor vehi-cle service profession or proof of comparable competencies

• Initial training in Mercedes-Benz-specific maintenance operations, workshop systems and processes, and diag-nosis systems

• Annual participation in product training courses by Mercedes-Benz as a part of the market launch of new vehicles

Experience

• Experience with the Mercedes-Benz product range

Maintenance Technician

Competencies

Social and interpersonal competence• You act in a market and customer-oriented manner

and you regard yourself as a representative of the Mercedes-Benz brand.

• You are authentic and communicate appropriately with customers and internal partners, depending on the situ-ation.

• You can integrate yourself and all your potential in a team and use your colleagues competencies in joint service operations.

Method and process competence• You can use all the workshop systems (z. B. TIPS, News,

SD, WIS, ASRA) for efficient maintenance and assembly operations.

• You have a thorough knowledge of the Mercedes-Benz workshop and sales processes, products, and services and can provide arguments for them.

• You are aware of your influence and impact as a service specialist when it comes to trust in the brand, as well as warranty and goodwill costs.

Specialist competence• You possess good basic knowledge of vehicle systems

and assemblies in the Mercedes-Benz product range.• You are familiar with the design and function of systems,

components, and major assemblies and can confidently assign them to the vehicle models they are used in.

• You are familiar with how to operate basic vehicle sys-tems and functions that belong to the vehicle standard equipment without having to refer to the operator's manual.

• You can independently perform maintenance opera-tions, defined repairs, and assemblies following the instructions, and can then perform your own quality check / final inspection.

• You can adjust the maintenance computer with case or need-based instruction / support from on-board and / or off-board systems.

• You can name and use the information sources for work steps and the instructions for maintenance scopes.

• You have a good command of all the maintenance, test, and adjustment operations or rapidly become familiar-ized with these.

Diagnosis competence• You have basic knowledge of Star Diagnosis and all

other diagnosis techniques for performing service operations and commissioning mounted accessories, and know how to perform simple assembly operations.

• You can reset maintenance systems and deactivate / reactive SBC brakes.

• You can perform a quick test using Star Diagnosis.• You can recognize hidden faults and system deviations

while performing maintenance operations and can ini-tiate follow-up orders.

IT competence• You possess knowledge of the current After-Sales IT

tools and are able to use these (e.g. DMS, time record-ing systems, WIS, ASRA, TIPS, Star Diagnosis, EPC).

54

Tasks

Maintenance Technician | Tasks

Main tasks

Service reception• Performing a visual inspection or on-board diagnosis

as part of the preliminary diagnosis (quick test).

Work preparation• Accepting the workshop order and checking the con-

tents for completeness.

• Registering all the accumulated processing times.

• Finding the vehicle and driving it to the workplace.

• Using various checklists during vehicle reception, which make it possible to check and document proper performance of the individual work steps.

Other special tasks• As part of the preliminary diagnosis, supporting the

Diagnosis Technician, e.g. in coming up with diagnosis.

Repair / maintenance• Researching workshop information and checking it for

up-to-dateness and quality.

• Preparing the equipment for the workplace.

• Performing all maintenance services in accordance with the manufacturer's specifications and in line with the maintenance schedule / computer.

• Carrying out visual inspections, adjustment operations, adjustments, changing and filling operating fluids, and replacing wear parts (e.g. brake linings).

• Recognizing deviations or unusual wear and initiating add-on work / providing feedback to the customer.

• Resetting the maintenance systems in accordance with the scope of maintenance.

• Exchanging or replacing defective parts. Preparing the part for return if it has to be returned for reconditioning.

• Checking that the customer's vehicle has been cleaned.

• Performing defined, as well as comprehensive, assembly and repair operations in cooperation with / under the in-struction of a system or Diagnosis Technician (e.g. major assembly exchange).

• Documenting the performed work and returning the workshop order.

• Passing the vehicle on and cleaning up the workplace.

Support processes

Parts process• As a part of the parts support process, selecting the

parts from the catalog (EPC) and generating a parts request list.

• Returning or disposing of reconditioning or faulty parts.

Parts process – Incoming orders at workshop counter• Informing the orderer of delivery date and price.

• Cooperation in recommendations for parts require-ments and determining the part number.

• Cooperation in the registration of required parts and vehicle identification.

Parts process – Parts handover at workshop counter• Cooperation in handing over the parts to colleagues in

the workshop.

76

Administration

Interaction PartnersAs a Maintenance Technician, you support your colleagues in the workshop when it comes to mainte-nance and standard repairs.

Maintenance Technician | Interaction Partners

Customer department You define the type and scope of repair services with the following colleagues:• Certified Service Advisor • Service Receptionist

Workshop departmentYou consult with the following colleagues for solutions to all service work on the customer's vehicle:• Certified Diagnosis Technician• System Technician• Workshop Foreman

Logistics department Your colleagues for processes related to parts and accessories:• Parts Process Specialist • Parts employee

Paint Specialist The Job Profiles in Mercedes-Benz After-Sales.

32

As a Paint Specialist, you are the specialist in the field of paintwork on bodies and add-on parts in vehicles of all classes. Your work focuses on the elimination of paint damage and the renewal of the paintwork following accident repair. This includes both the assessment and preparation of the surfaces to be painted. You observe all relevant health and safety regulations to protect yourself and the environment taking economic and ecological aspects into consideration.

You are able to precisely document the results of your work and often work together with other colleagues in order to coordinate further work steps. Thanks to your special knowledge and affinity with the brand and product, you promote the image of the product and the Service organization.

Training • Completed painter vocational training or at least two

years’ professional experience as a vehicle painter.

Experience/further training• Paint Specialist advanced training series through fundamental

and continuation qualifications. Training courses on paint products and painting techniques given by recognized paint manufacturers.

Summary

Qualification



and the Mercedes-Benz brand. • You think and act in a service-oriented manner.• You remain calm even in stressful situations and do not

feel personally attacked.• You work independently and are able and willing to take

decisions.• You reveal a high level of willingness to learn and have the

potential to learn.• You have a good knowledge of the relevant national

language, enabling you to use the service literature.

Method and process competence• Ability, as required, to communicate with insurance

companies, their loss adjusters and the customer, if no separate Service Advisor Body & Paint is designated.

• You possess good knowledge of processes and key functions in the operation, in the organisation, in the relevant customer contact area and at external service providers.

• You have good knowledge of group and service structures as well as Mercedes-Benz brand processes.

• You are able to independently plan and organize the paint repair processes in the workshop process using all conventional workshop information and management systems.

• You know how to use the electronic service literature (TIPS, WIS, EPC, etc.).

• You are familiar with the fundamentals of value orientation/ the cost-benefit ratio and have in-depth knowledge of disposal systems and internal recycling programmes.

Specialist competence• You are familiar with the structure and function of the body

structure and the requirements related to these.• You have knowledge regarding the application and

requirements related to special tools in your field.• You are familiar with current painting tools and accessories.

• You possess good knowledge of surface sealing and preservation.

• You can operate the most important vehicle systems and special equipment.

• You are familiar with biological, chemical and mechanical stresses on vehicle paintwork.

• You are familiar with accident prevention regulations and consistently observe them.

• You possess in-depth knowledge of body materials, specifically new materials.

• You are able to implement extensive corrosion prevention methods.

• You have knowledge of paint mixing systems and how they operate.

• You are familiar with the composition and properties of paint materials.

• You have knowledge of paint-specific operating equipment and characteristics.

Diagnostic competence• In cooperation with the Service Advisor Body & Paint, you

ascertain the extent of the paint work to be implemented.• Based on existing customer complaints, you can analyse

paint damage and define a suitable remedy.• You can ascertain the need for any blending and other re-

quirements within the scope of the work.• You can assess the quality of the surfaces to be painted

and define the necessary paintwork structure.


tools and are able to use these (e.g. DMS, time recording system, WIS, ASRA (for Warranty & Goodwill work), TIPS EPC and the Mercedes-Benz After-Sales portal).

Competencies

Paint Specialist

Paint Specialist | Summary, Qualification, Competencies

54

Diagnostic work• You systematically perform paint damage diagnoses on

damaged vehicles and provide support in determining the repair costs.

• You establish reliable findings on paint coat thicknesses to enable the detection of previous damage.

• You assess surfaces to be painted and are familiar with the necessary preparations.

• You compare the vehicle’s current condition with the conventional production configuration and assess any deviations.

• You are familiar with paint damage patterns and establish causes to these.

• You assess chemical, biological and mechanical stresses and define the repair depth.

• You assess the condition of the paint care and are familiar with methods for permanently maintaining or refreshing it.

Execution of paint repair work• You advise and support the Workshop Foreman in determi-

ning the paint repair scope (when applicable).• You perform preparatory work to produce a paintwork

structure.• You determine replacement part needs and organize ordering

these in coordination with the Service Advisor, customer, Workshop Foreman and/or insurance company.

• You eliminate chemical, biological and mechanical threats after diagnosing them.

• You check and perform adaptations based on the completed diagnoses.

• You perform individualization work on the vehicle exterior at the request of the customer.

• You prepare bases consisting of diverse materials for the paint system.

• You eliminate simple, surface paint damage using suitable polishing tools.

• You carry out any necessary blending to achieve an even appearance.

• You perform maintenance and adjustment operations on tools, auxiliary substances used in painting and workshop equipment.

• You eliminate corrosion damage under consideration of the manufacturer’s specifications and warranty provisions.

• You perform extensive and sustainable corrosion prevention measures

• You carefully clean tools after use and dispose waste products on the basis of legal regulations and the manufacturer’s specifications.

Preparation of the vehicle for handover to the customer • You perform a final inspection of the repaired vehicle en-

suring fulfillment of the repairs, roadworthiness and func-tional reliability.

• You use the current electronic service literature to generate diagnoses.

• In the case of warranty and goodwill work, you assign correct damage codes and replacement part items (in cooperation with the Warranty Administrator) and collect information and parts as required.

• You communicate any division of labour with the Workshop Foreman and, as required, the Maintenance and System Technician.

• You coordinate the necessary preparation and painting with the Body Technician/Body Specialist.

• You consistently use the prescribed tools and responsibly implement accident and safety prevention.

• In coordination with the workshop management, you initiate special tool purchase orders for paint diagnosis and repair.

• You perform your work independently under consideration of the manufacturer’s specifications and the valid warranty provisions.

• You observe communal local, state and federal country environmental protection and disposal regulations.

• You instruct your colleagues professionally and discuss current topics and innovations with them.

Job Description

Main tasks Other special tasks

Paint Specialist | Job Description

76

Service Advisor Body & Paint • As part of final inspections and quality checks. Interacting with the customer

and the accounting department, adherence to deadlines, invoicing and warranty.

Plant Service Department• Support in current repair and paint topics and the application of modern

diagnostic tools.

(Motor) vehicle Appraiser• Recording and determining of the damage. Acceptance of any expert reports and

special conversions.

Paint supplier• Procurement of current information on paints and painting techniques.


7

Customer• Cooperating with the Service Advisors in the case of specific and subjective

complaints, order clarification and handover discussions.

Body Technician/Body Specialist• As part of transfers following accident repair.• To coordinate disassembly and reassembly effort and any preparatory work.

Workshop Foreman• To coordinate the repair scopes, further procedures and the division of labour.

Paint Specialist | Communications Relationships

Customer department

Workshop department


External partner


Interaction Partner


Parts Advisor Goods in/ Goods out


32 Parts Advisor Goods in/Goods out | Concept, Qualifications, Competencies

Summary

As the Parts Advisor Goods in/Goods out you check and process all Goods inwards items, and those for subse-quent collection/delivery from goods outwards. You coordinate the parts shipment, control returns, scrapping, relocations to branches, and the disposal and handovers to fleet owners in accordance with your specifications, so

that the parts and accessories deliveries can be per-formed on time. You are an interface to the inventory manager and inform them of the receipt and preparation of goods for further processing. You always ensure that all corresponding documentation specified is completed.

Qualification

Training

• Training in a commercial/logistic profession, ideally in the automotive sector (or comparable training)

Experience

• Professional experience in a parts/logistics area• Experience with the processes and procedures in the

Mercedes-Benz logistics

Parts Advisor Goods in/Goods out

Competencies

Specialist competence• You possess basic knowledge of the brand, the products

and the group of companies.• You are familiar with the design and logic of parts and

accessories numbers.• You are sufficiently knowledgeable about the Dealer

Management System (DMS) used in the company and the Logistics Bus to be able to process complaints from the LC processing.

Business competence• You act and think entrepreneurially.• You are familiar with the targets set for your area.• You are familiar with the consequences of your personal

actions for the company.

IT competence• You are knowledgeable about current IT systems and

applications.• You are familiar with your dealer and country-specific

DP system (e.g. DMS) as well as “Claims”.

Social and interpersonal competence• You possess the necessary interpersonal skills that

enable you to communicate and adapt your behaviors to suit a variety of situations.

• You are cooperative, act responsibility, pass on infor-mation in a timely manner and interact with your colleagues in a professional manner at all times.

• You are adaptive open and ready to learn new things.• You are reliable and follow a customer service ethos,

adhere to agreements and act under your own responsi-bility, being at all times aware of the consequences of your decisions.

• You show initiative, are adaptable in periods of change or in unfamiliar situations and always act pro-actively.

Method and process competence• You are knowledgeable about dealer and country-

specific handling processes for the LC/ELC.• You are knowledgeable about the procedures and inter-

faces to adjacent areas and contact persons (e.g. work-shop and customer area).

• You are familiar with the processes relevant for you in the parts/logistics area (LPR2010).

• You are familiar with the dealer and country-specific accessories and special processing (e.g. theft-relevant parts [DRT], initial supply, service campaigns).

54 Parts Advisor Goods in/Goods out | Tasks

Tasks

Main tasksMain tasks

Parts procurementParts/accessories procurement• Receipt of order documents and delivery notes from

scheduling for the further processing of parts/acces-sories deliveries, for initial supplies and for service measures as well as during the processing of contract work orders.

• Forwarding of delivery notes from delivered parts.

WarehousingPicking • Receipt of material slips and picking tickets for parts

that are to be shipped, scrapped or returned. • Further processing of the records in accordance with

the respective specifications.

Warehouse management Data management• Forwarding of all records (delivery notes and order doc-

uments or other documents) to the inventory manager for maintenance of the transaction data.

• Receipt of returned parts and documentation for further processing (e.g. customer bin clearing).

Goods in• Acceptance of the delivery note and the delivered parts

with subsequent check for quantity and quality.

• Selection of the packaging pieces following internal processing, contract work, parts delivery and other received goods.

• Documentation of misdirected items on the delivery note, if necessary notification of the actual recipients or provision of the misdirected items for pickup by the for-warding agent or commenting on the incident, e.g. in Logistics Bus.

• Sorting of the delivered parts as well as timely initiation of picking and storage.

• Perform goods-in booking and clearing of back orders, e.g. in DMS.

• Intermediate storage of parts with order information at the workshop counter, the counter or on the preparation area in goods out.

• Inform orderer about received goods and preparation.

• Documentation of defects or delivery discrepancies to the orderer.

• Handover parts for storage with storage ticket to the warehouse employee.

• Documentation of damage scopes in the event of shipping damage as well as corresponding shipping damage report to the inventory manager or purchaser.

Goods out • Acceptance of picked parts, incl. the corresponding

records, that are to be shipped, scrapped, returned or internally relocated.

• Selection of the parts according to type (misdirected items, new parts, warranty/goodwill parts, remanufac-tured core parts).

• Creation of the delivery documents using the received records and labeling of the goods with labels as well as any intermediate storage of the goods.

• Handover of shipping documents to forwarding agents in the event of returns/take-backs of parts.

• Monitoring received credits.

• Forwarding of relocation lists to the warehouse man-agement for in-posting in the event of parts relocations, e.g. relocation to a branch.

• Forwarding material slips and delivery notes for invoicing.

• Control of the scrapping by means of acceptance of the scrapping volume, performance of the physical scrap-ping and the corresponding documentation.

• Acceptance of defective warranty and goodwill parts as per VeDoc findings and handover to the disposal company.

• Acceptance of reconditioned parts, corresponding docu-mentation and provision for pickup.

• Forwarding of scrapping lists or the recycling documents to the warehouse management.

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Interaction PartnersAs a Parts Advisor Goods in/Goods out you always consider the necessary documentations given by the manufacturer.

Parts Advisor Goods in/Goods out | Tasks, Interaction Partners

Customer department

Workshop department

Main tasks

Tasks

Management/Administration

Logistics departmentWith these colleagues you coordinate concerning the documentation of goods received and/or goods distributed:• Parts Advisor Warehouse• Parts Supervisor Inventory Management & Procurement

Issue of partsParts handover• Parts handover to fleet owners by means of acceptance

of picked parts scope as well as the corresponding preparation and intermediate storage in a preparation area until pickup.

• Handover and explanation of parts scopes as well as provision of delivery notes.

• Check authorization of the fleet owner for pickup (taking into account delivery instructions, e.g. theft-relevant parts specifications).

• Forwarding of signed delivery notes to invoicing.

• Support when loading parts scopes to be delivered.

Take-back• Acceptance of parts taken back and check of return,

e.g. using part number, quantity and weight.

• Receipt of remanufactured core parts with return document for return.


Parts Advisor Warehouse


32 Parts Advisor Warehouse | Concept, Qualifications, Competencies

Summary

As the Parts Advisor Warehouse, you are responsible for picking parts scopes. In the process, you work closely with the parts/accessories salesperson. You continue to be active in a supporting role during the management of

storage locations as well as their corresponding labeling. You are a competent contact person for your logistics col-leagues and ensure a smooth parts flow at all times, both in the workshop and over the customer counter.

Qualification

Training


Experience



Parts Advisor Warehouse

Competencies

Specialist competence• You possess basic knowledge of the brand, products and

group of companies.• You are able to read vehicle identification numbers in

order to determine the required part numbers from these.

• You are familiar with the design and logic of parts and accessories numbers.

• You can provide information with regard to parts avail-ability and parts compilations.

• You are sufficiently knowledgeable about the Dealer Management System (DMS) used in the company and the Logistics Bus to be able to process complaints from the LC processing.

Business competence• You act and think entrepreneurially.• You are familiar with the targets set for your area.• You are familiar with the consequences of your personal

actions for the company.


applications• You are familiar with your dealer and country-specific

DP system (e.g. DMS).• You are familiar with your system for part number

identification, e.g. EPC.• You are familiar with the complaint system “Claims“.








specific handling processes for the LC/ELC. • You are knowledgeable about the country-specific

process for the returned goods processing (parts/major assemblies exchange).

• You are knowledgeable about the procedures and interfaces to adjacent areas and contact persons (e.g. workshop and counter).

• You are knowledgeable about the processes in the parts/logistics area (e.g. goods in, goods out, procure-ment/stock control).

• You are knowledgeable about the dealer and country-specific accessories and special processing (e.g. theft-relevant parts [DRT] and scrapping).

• You are familiar with the stocktaking processes and the legal specifications for these.

• You are knowledgeable about all processes, enabling the corresponding picking of parts orders on time and according to the need.

54 Parts Advisor Warehouse | Tasks

Tasks


Incoming ordersCounter order, workshop order, order changes, e-Business processing• Acceptance of material slips for picking the necessary

parts.• If parts are not available, corresponding forwarding of

order documents to procurement.

Picking• Receipt of material slips from various locations of the

incoming orders (picking ticket).

• Picking of the parts orders and documentation on the material slip.

• Intermediate storage of the picked parts for pickup or repair dates.

• Provision of the parts scopes for the workshop at the workshop counter, in the customer bin for the counter in the event of cash sales as well as on corresponding preparation areas for fleet owners.

• Documentation of all picked parts on the material slips.

• Documentation of picking discrepancies on a picking discrepancy sheet and corresponding forwarding of information to the warehouse management.

• Introduction of feedback to the orderer in the event of stock shortfalls.

• Summary and forwarding of parts scopes incl. material slip to goods out in the event of shipment orders.

• Performance of stock clearing, taking into account all documentation and the corresponding forwarding.

• Transfers of highly-established parts according to the allocated transfer lists and corresponding labeling of the storage locations.

Goods out• Handover of parts scopes incl. records in the event of

part returns and relocations, e.g. to a branch or in the event of scrapping.

Storage location management• Handover of location reports for the definition of a

storage location to the Parts Manager.

• Acceptance of lists of items exiting the current assort-ment and records for changes to master data for the maintenance of storage locations.

• Check of inventories in storage bins.

• Documentation of stock discrepancies.

• Check and corresponding processing of bin and storage location signs.

• Forwarding of stock information to the warehouse management.

WarehousingGoods in• Handover of delivered goods incl. storage ticket from

goods in.

• Check of storage locations for the parts to be stored.

• Initial definition of storage locations and location reports for newly stocked parts or changes and coordi-nation with the warehouse management.

• Placing goods in storage according to national regulations.

• Forwarding of storage records to the warehouse management.

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Interaction PartnersAs a Parts Advisor Warehouse you are the competent and central contact person for all logistics colleagues and ensure thus a smooth parts flow at all times.

Parts Advisor Warehouse | Tasks, Interaction Partners

Customer department

Workshop department

Main tasks

Tasks

Management/Administration Your contact partners when it comes to stock location changes and stock shortfalls:• Parts Manager

Logistics departmentWith these colleagues you coordinate orders and parts requests:• Parts/Accessories Salesperson• Parts Advisor Goods in/Goods out• Parts Supervisor Inventory Management & Procurement

Stocktaking• As part of the legally required stocktaking and the

stocktaking during the year, performance of parts inventory recording in the warehouse by counting, weighing and measurement as well as the corresponding documentation.

Issue of parts• Handover of picked parts scopes to the parts/accessories

salesperson for forwarding to the counter or workshop customers or fleet owners.

Warehouse managementData management• Acceptance of change records for the parts master data

maintenance.

• Handover of records with transaction data to the ware-house management.

Stock analysis• Acceptance of return documents or delivery notes and

corresponding picking in the event of manufacturer returns.

• Acceptance of relocation tickets or lists in the event of internal relocations.

• Receipt of picking tickets and buyback requests as well as the corresponding picking of parts that are not required.

• Monitoring pending manufacturer returns.

• Acceptance of scrapping lists and the corresponding picking.

• Relocation of highly-established parts with the goal of route optimization.

• Receipt of transfer lists and the corresponding picking.


Parts Supervisor Inventory Management & Procurement


32 Parts Supervisor Inventory Management & Procurement | Concept, Qualifications, Competencies

Summary

As the Parts Supervisor Inventory Management & Pro-curement you are responsible for the planning, control and monitoring of the entire parts/accessories stock as well as for the ordering of missing parts after receipt of a customer or workshop order. Using your expert knowl-edge, you act as a competent interface to all logistics col-leagues and ensure both an economic and a need-oriented warehouse management as well as the smooth parts flow.

Furthermore, you are the contact person for suppliers if orders of parts outside the Mercedes-Benz logistics chain are made. In addition to requesting inventories, the selec-tion of procurement alternatives and the check of deliver-ies, you ensure the “pre-order” of critical parts and are therefore also responsible for the corresponding initial supply and continuous availability of all established re-placement parts in the logistics area.

Qualification

Training


Experience



Parts Supervisor Inventory Management & Procurement

Competencies

Specialist competence• You possess basic knowledge of the brand, the products

and the group of companies.• You are familiar with the purchase requisitions and

their aids for scheduling.• You are familiar with the design and logic of parts and

accessories numbers.• You are able to read vehicle identification numbers in

order to determine the required part numbers from these. • You are able to independently determine, check and

update supplier data.• You can provide information with regard to parts

availability or delivery dates and delivery duration.• You are familiar with the significance of key figures in

the logistics area.

Business competence• You act and think entrepreneurially.• You are familiar with the set targets of your area.• You are familiar with the consequences of your actions

for the company.


applications.• You are familiar with the dealer and country-specific

DP systems (e.g. DMS).• You are familiar with your scheduling system

(e.g. RIMS)• You are familiar with your ordering system

(e.g. StarOrder) as well as your system for part number identification (e.g. EPC).

• You are knowledgeable about the system architecture as well as the design and function of the Logistics Bus.








specific handling processes for the LC/ELC. • You are familiar with the work procedures (processes)

in the parts/logistics area.• You are familiar with the country-specific processes for

the returned goods processing (parts/major assemblies exchange).

• You are familiar with the processes of the complaint processing (for the LC/ELC) as per the country-specific guidelines.

• You are familiar with the procedures and interfaces to adjacent areas and contact persons (e.g. workshop, sales and accounting department).

• You are knowledgeable about dealer and country- specific accessories and special processing (e.g. theft-relevant parts [DRT], during initial supply and during service campaigns).

• You are familiar with the stocktaking processes and the corresponding legal specifications.

• You are knowledgeable about all processes, enabling the performance of parts orders on time and according to the need.

• You are knowledgeable about order processing and the types of orders.

• You are knowledgeable about the structure and base functions of the replacement part and ordering systems.

54 Parts Supervisor Inventory Management & Procurement | Tasks

Tasks


Scheduling (e.g. in RIMS)• Processing all notes for scheduling by means of status

checks of canceled orders, undefined local parts from supplier, non-parameterized suppliers, pending delive-ries, reached zero stocks, items exiting the current assortment, shortage in the replenishment lead time and exceeded order values.

• Check of messages for plausibility, correction and deletion in DMS if necessary.

Process replenishment notes• Activation of manual immediate orders in the event of

critical items (parts with the highest order priority) from scheduling.

Special procurement• Performance of initial supplies incl. orders.

• Documentation of newly stocked parts on the order document as well as forwarding to goods in.

• Performance of manual scheduling after determining the parts requirement based on the vehicle inventory, availability check in DMS and the corresponding activa-tion of the orders.

Incoming ordersCounter, workshop or e-Business orders• Acceptance and processing of incoming orders in the

event of missing parts.

• Introduction of orders of missing parts upon receipt of the order document.

• Further processing of cancellations by deleting orders.

Order changes/cancellation• Check and inventory adjustments of customer bins

in the event of order changes (e.g. cancellations).

Parts procurementParts/accessories procurement• Receipt of order documents and check with regard to

the parts category as well as alternative procurement channels (DAG or external purchases).

• Selection of suppliers from supplier directories and corresponding documentation on the order document.

• Check of the parts for availability, taking into account substitution codes, ancillary parts and price changes as well as the forwarding of information to the orderer.

• Forwarding of information on changes to parts master data to the warehouse management.

• Check of procurement alternatives (national, international, free trade) and corresponding supplier selection.

• Order of missing parts with order information as per the documented priority or the date on the order document.

• Inform goods in about orders and forwarding of order document.

Processing contract work orders• Obtain and agree on offers for alternative parts procu-

rements.

• Award of approvals to suppliers (in agreement with the warehouse management), corresponding documentation on the order document as well as forwarding of supplier order to goods in.

• Check and calculation of contract work for supplier orders.

• Monitoring and coordination of the completion of contract work.

• Calculation of gross sales prices with the assistance of the job order costing.

• Corresponding documentation of the prices, part num-bers and discount groups as well as forwarding to the invoicing.

Tracking of backlogs• Constant monitoring and selection of backlogs according

to priority and oldest order date as well as correspon-ding documentation.

• Reminder to suppliers of delivery backlogs according to type of order and urgency.

• Forwarding of information to the corresponding orderer as well as immediate check of procurement alternatives.

• Cancellation of backlogs from suppliers as well as corresponding “in-house backlog“ corrections in the Dealer Management System (DMS).

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Interaction PartnersAs the Parts Supervisor Inventory Management & Procurement you guarantee the economical and demand-oriented stock-management in close coordination with the Parts Management.

Parts Supervisor Inventory Management & Procurement | Tasks, Interaction Partners

Customer department

Workshop department

Main tasks

Tasks

Stock analysis • Check of manufacturer returns by means of determining

the return volume in DMS and creation of the return offer for suppliers.

• Identification and documentation of relocatable parts for internal relocation.

• Performance of customer bin clearing by a check of the acquisition date and the stock item.

• Parts clearing with less-established parts assortments (scrapping volume) and documentation on a scrapping list.

• Control of transfers for route optimization.

• Forwarding of all records and labels for picking to the warehouse employees.

Stocktaking• Control of the legally required stocktaking and counts

during the year

• Select the parts to be counted, compile counting lists, record stock on hand and enter in the system.

• Assessment, analysis and documentation of stocktaking discrepancies.

WarehousingGoods in• Acceptance and processing of delivery notes and

storage records from goods in.

• Perform in-posting and forwarding of information in the event of backlogs.

• Messages on delivery discrepancies as well as decisions on procedure in the event of overdeliveries.

• Country-specific damage processing as per specifications.

Picking• Forwarding of information in the event of picking

discrepancies, stock clearing or items exiting the current assortment and scrapping, relocation and return.

Warehouse managementData management• Master data management by means of automatic request

of updates from the manufacturer and supplier in DMS.

• Daily update of changes to master data.

• Forwarding of records to warehouse employees for storage location management.

• Acceptance of records for the maintenance of transaction data.

Management/Administration Your contact partner to coordinate quotes and price negotiations:• Parts Manager• Suppliers

Logistics departmentWith these colleagues you coordinate inventory changes and special procurements: • Parts Advisor Warehouse• Parts/Accessories Salesperson• Parts Advisor Goods in/Goods out


Parts/Accessories Salesperson


32 Parts/Accessories Salesperson | Concept, Qualifications, Competencies

Summary

As a Parts/Accessories salesperson, you advise all col-leagues and customers on parts, accessories and collec-tion articles. You are the competent contact person for the selection and ordering of parts, over both the workshop and the customer counter. You additionally advise and support customers and technicians in compiling individual parts packages and accessory articles offered as part of service and/or parts campaigns. Therefore you work closely

together with colleagues of the parts procurement to ensure that parts are available at all times. Your function is not merely limited to the selection of parts, but also includes handing these out and presenting them attrac-tively in the customer area. Furthermore you support the parts marketing in the field service at large and fleet customers as well as during marketing activities.

Qualification

Training

• Training in a commercial/logistical profession, ideally in the motor vehicle sector (or comparable training)

Experience

• Basic knowledge of motor vehicles • Knowledge of sales and the processes of parts logistics

(retail logistics process) • Product, brand and company knowledge • Commercial management knowledge • Basic knowledge of marketing

Parts/Accessories Salesperson

Competencies

• You listen actively and are able to formulate individual offers understandably and in a customer-friendly manner.

• You reveal the will to conclude transactions, remain structured even in difficult situations and conclude binding agreements.

• You are familiar with the Logistics Center‘s (ELC/LC) company- and country-specific processes.

• You are familiar with the country-specific return deliv-ery process (parts/major assembly exchange).

• You are familiar with the complaint processing processes (to the ELC/LC) as per the country-specific guidelines.

• You are familiar with the processes at and interfaces to neighboring fields and contact persons (e.g. workshop and warehouse).

• You are familiar with the processes in the parts/logistics department (e.g. goods in, goods out and warehouse management).

• You are familiar with the operation and country-specific processes for accessories and special procedures (e.g. theft-relevant parts, initial supply of parts, service cam-paigns).

• You are familiar with the details of order processing. • You are familiar with the processes to ensure that the

right amount of parts are ordered in a timely manner.• You are familiar with country-specific warranty and

goodwill processing.

Specialist competence• You are able to make reliable statements as regards

prices, discounts, parts availability or delivery dates, lead times and parts compilations.

• You have a fundamental knowledge of the brand, products and Group.

• You are able to operate the online fleet owner system WebParts and explain this to customers outside the sales network.

• You have knowledge of the industry and the parts/ accessories market.

• You have good, basic commercial knowledge.• You are able to independently determine, check and

update customer and vehicle data.

Social and interpersonal competence• You are capable of making contacts, approach customers,

perceive the customers‘ signals and maintain your contacts.

• You are communicative and able to attune yourself to your opposite party.

• You are cooperative, pass information on quickly and bindingly and coordinate with your colleagues and supervisors at all times.

• You have pronounced compromise and conflict skills, enabling you to maintain customer relations in the long-term.

• You are empathetic and have extremely pronounced intercultural skills.

• You are capable of learning, willing to learn and open to anything which is new.

• You are reliable and willing to provide a service, keep promises and act autonomously.

• You are able to adjust extremely well to any situation and appear confident.

• You are loyal at all times and argue in the spirit of the company and the brand even in difficult situations.

• You show personal initiative, adapt your actions to changing boundary conditions and take the initiative.

• You are assertive and able to make decisions, and use the framework of your skills to this end.

• You are responsible and are familiar with the implica-tions of your decisions.

• You are authentic and credible, open and fair at all times.• You behave according to business etiquette and are able

to correctly estimate the appropriate distance or prox-imity at all times.

• You have extremely well developed problem solving skills, are result-oriented and view problems as a challenge.

• You have a well groomed appearance and act appropriately in any situation.

Method and process competence• You have well developed advice and sales skills.• You are familiar with all question techniques, enabling

you to recognize customer requirements at all times.• You recognize customer purchasing signals, in order to

awaken requirements.

54 Parts/Accessories Salesperson | Competencies, Tasks

Tasks Competencies

Main tasks

Take-back • Checking and acceptance of new, used and remanu-

factured parts.

• Creation of take-back slips and forwarding to the invoicing department.

• Purchase price refunds.

• Forwarding the accepted parts to the goods receiving section.

• Explanation of processing for warranty and goodwill parts.

• Creation of a warranty claim on the basis of the take-back slips.

• Supplier feedback regarding the warranty/goodwill decision to customers.

• Processing of customer complaints whose reasons have to be forwarded to the warehouse management.

• Forwarding of the parts to the goods out section for processing.

Main tasks

Incoming ordersCounter orders, e-business processing• Provision of extensive and binding advice to customers

as regards parts and accessories, delivery scopes and conditions, delivery dates and terms of payment.

• Issuing binding offers with parts availability, price

(incl. tax) and terms of payment. If necessary, creation of a binding customer order.

• Accepting and processing online orders.

• Informing customers of the receipt of goods.

• Monitoring collection on the basis of specialist customer lists.

• WebParts system administration (setting up user profiles (users), inputting parts campaigns, implementing price adjustments).

Workshop orders• Determining parts scopes for workshop orders under

consideration of existing parts packages.

• Checking parts availability (poss. delivery date for missing part procurement).

• Transfer of parts requisition slips to commissioning or order slips to procurement.

• Booking parts which have been issued.

Order changes, cancellations• Cancellation of orders under consideration of the take-

back conditions.

• Forwarding information to purchasers and warehouse management in order to clear out customer trays or delete customer orders.

Warehouse management• Forwarding of slips (order slip, parts requisition slip,

cancellation) to update the transaction data.

• Reporting customer tray clearance in the case of uncol-lected parts and canceled orders.

• Definition of model series- and model-related parts scopes for parts packages, depending on the repair or maintenance scope specifications.

Parts hand-overOver-the-counter sales/workshop counter• Acceptance of commissioned parts scopes and hand-

over of the parts to customers (internal/external).

• Explanation of function, valence and quality.

• Creation of invoices for cash sales or issue and exhaustive explanation of the conditions for delivery note sales.

• Packaging and hand-over of the desired/ordered parts

scopes.

• Documentation of theft-relevant parts as per the theft-relevant parts guidelines.

• Offsetting of down-payments against the final invoice amount on submission of the cash slip.

Business competence• You think and act with good business sense.• You are familiar with the corporate goals.• You act according to your knowledge of the industry

and the market.• You are aware of the consequences of your personal

actions.

IT competence• You have knowledge of current IT systems and

applications.• You are familiar with the company and country specific

IT systems (e.g. DMS)• You are familiar with your inventory management

system (e.g. RIMS)• You are familiar with the system architecture, structure

and function of the logistics bus. • You are familiar with your ordering system (e.g. StarOrder)

and the system for parts identification (e.g. EPC).

Specialist competence• You are able to explain the advantages of the manufac-

turer’s products and services with corresponding benefit argumentation.

• You have sufficient knowledge of the Dealer Management System (DMS) used within the company to be able to create, process and, if necessary, cancel orders after determining the part number in the parts catalog (EPC or EWAnet) and integration into the shopping list.

• You are able to carry out simple marketing activities, e.g. attractive presentation of the sales area.

• You are familiar with the key figures of the logistics department.

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Interaction PartnersYou treat customers and colleagues with esteem and respect. Attention must also be paid to the fact that each of the customer‘s additional wishes and concerns are recorded, documented and passed on to the corresponding colleagues for further processing.

Parts/Accessories Salesperson | Tasks, Interaction Partners

Management/Administration These colleagues are supported by you during marketing actions: • Service Manager• Service/Parts Marketing Specialist

Customer department Your contact partner when it comes to inquiries, requirements and order of parts and accessories over the customer counter:• Customer• Certified Service Advisor• Service Receptionist

Workshop department These colleagues are supported by you concerning requirements and orders over the workshop counter :• Certified Diagnosis Technician• System Technician• Maintenance Technician • Workshop Foreman

Logistics departmentYour reliable colleagues supporting you during your daily business:• Parts Manager• Warehouse Employee• Inventory Purchaser• Inventory Manager

• Support and monitoring of the infrastructure at the customer (e.g. introduction of new systems) and support services for the parts business.

• Communication of parts campaigns and services to cus-tomers in person, by e-mail or post.

Follow-up• Selection and corresponding polling of customers

in coordination with the Service/Parts Marketing Specialist.

• Subsequent communication of the returned results to the service/parts marketing department.

Marketing activities• Provision of operational support to the Service/Parts

Marketing Specialist in the case of selected and immi-nent marketing campaigns in order to generate additional parts business.

• Appealing presentation of campaign goods and accesso-ries in the sales areas and labeling with prices.

• Communication or presentation of external campaigns or new products.

• Portrayal and communication of the results of the im-plemented campaigns to the Service/Parts Marketing Specialist.

• Updating of the agreed marketing campaigns in Web-Parts and corresponding communication to customers outside the sales network.

Field service tasks

Fleet owner and fleet supportDetermination of „absentees“• Selection of customer data from the DMS and documen-

tation according to the temporal data of the last invoice in a customer list.

• Following coordination with the Service/Parts Market-ing Specialist, personal interviews with customers who have remained absent for a long period of time.

• Documentation of the interviews.

• Evaluation and portrayal of the statements on the basis of GAP analyses in cooperation with the Service/Parts Marketing Specialist.

• Information to the parts management or the marketing department on the causes of this absence.

Customer acquisition and special services • Definition of customer segments in a customer list.

• Definition of a measures catalog with services individually tailored to customers.

• Provision of regular information to customers on cur-rent offers/services.

• Active offering of services so that the customer is always extensively informed about the service portfolio (e.g. delivery service, special processing).

• Offering of individual prices and discounts as part of the transferred skills.

• Offering and introduction of documentation and ordering systems (e.g.: EPC/EWAnet, WebParts) to the customer.

Tasks


Parts Process Specialist


32

Summary

As a Parts Process Specialist, you are the expert at the dealership operation who is in charge of planning, con-trolling, and monitoring the processes in the logistics department. Thanks to your expert knowledge, you ensure economical and need-oriented warehouse management, as well as a smooth logistics process.

You are the operation's contact person for all questions dealing with logistics, i.e. as regards parts management, colleagues, the logistics center (ELC / LC), the Global Logistics Center (GLC), and national sales organization (Market Performance Center (MPC) or general distributor (GV)).

Qualifications

You control and monitor all of the logistics processes. You possess a good command of all the relevant processes and transactions in the operation-specific Dealer Management System.

Training

• Training in administration or logistics, ideally in a mo-tor vehicle profession

Experience

• Sufficient job experience in the parts / logistics depart-ment at an automotive operation

Parts Process Specialist

Parts Process Specialist | Concept, Qualifications, Competencies

Competencies

• You are familiar with the processes at and interfaces to neighboring fields and contact persons (e.g. workshop and accounting).

• You possess knowledge of the processes in the After-Sales field at the dealership operation (e.g. how to open a workshop order).

• You are familiar with the processes for the parts / logis-tics department (e.g. incoming goods, parts sales).

• You possess knowledge of operation and country- specific processes for accessories and special procedures (e.g. theft-relevant parts, initial supply of parts, service campaigns).

• You possess in-depth knowledge of appointment and order processing.

• You are familiar with the processes to ensure that the right amount of parts are ordered in a timely manner.

• You are familiar with how to process warranty and goodwill services in the specific country.

• You are familiar with all variants of out-posting / in-posting (e.g. out-posting transport damage, generation of a customer delivery note, in-posting incoming goods).

• You are familiar with the literature on parts / accesso-ries / collections (e.g. EPC, accessory / collection folder, ODUS).

IT competence• You possess knowledge of the operation-specific and

country-specific scheduling, ordering, inventory control, and DP systems for parts purchasing (e.g. SPICS / StarOrder, COMPARTS / DIMS / RIMS, Telis / SICOS, SCOT, EPC, VeDoc, WIS).

• You are familiar with the operation-specific Dealer Management System (DMS).

• You are familiar with all the figures for the logistics department (e.g. stock turnover factor, average amount of stock, number of stored items).

Social and interpersonal competence• You are extremely willing to learn more as a part of

further technical and personal development.• You are able to solve various problems flexibly, indepen-

dently, and reliably and are thus set apart by a high resistance to stress and an ability to resolve conflicts.

• You are extremely loyal to the company and brand and come across as authentic and responsible.

• You show a lot of initiative.• You are persuasive and are able to make decisions on

your own.• You are willing to make compromises, but can also

openly address and constructively solve conflicts with customers and colleagues.

• You are very empathetic, able to respond to others, focus on what the customer wants, and always try to understand the customer's concern and take it into con-sideration.

• You are reliable and keep all agreements made with customers.

• You are honest with customers and offer them solutions that take time and costs into account.

Method and process competence• You are good at planning and organizing.

In doing so, you show a high level of skill in processes and systems.

• You are able to advise customers and actively sell service / accessory products.

Specialist competence• You possess knowledge of operation and country-

specific processing for the ELC / LC.• You are familiar with the country-specific processes for

returned goods (part / major assembly exchange).• You possess knowledge of complaint processes (for the

LC / ELC) in line with country-specific directives.• You are familiar with the country-specific processes for

disposal and recycling (e.g. MeRSy).

54

Tasks

Parts Process Specialist | Tasks

Main tasks

Procurement, stock control, and stockkeeping• As a part of the service reception and repair process,

providing information on parts availability or delivery dates.

• Placing stock replenishment orders and express orders with the logistics center.

• Placing orders with other suppliers and controlling and monitoring the order process.

• Processing the relevant lists, posting items in, and checking invoices.

• Planning and performing stock checks.

• Processing stock or delivery differences.

• Planning and controlling stocktaking.

• Supporting in deciding on the product range and the initial supply of parts.

• Processing transport damage.

• Administering and monitoring the storage locations according to the best-possible utilization (economically and oriented towards need).

• Picking parts from the warehouse and assigning them to orders / customers.

• Carrying out returns and scrapping.

• Operating a disposal and recycling system.

Commercial processing• Generating statistics and defining the figures for the

logistics department in accordance with country-specific criteria.

• Supplying information and documents relevant for accounting.

• Performing product range analyses.

• Ensuring that data is forwarded to the accounting department in an orderly manner.

76

Interaction PartnersAs a Parts Process Specialist, you are the contact person for all questions dealing with operative parts logistics. You support the parts / service management, as well as colleagues with direct customer contact.

Parts Process Specialist | Interaction Partners

Administration Your reliable team partners to support you with the administrative side: • Order settlement• Warranty Administrator• Service Manager

Customer department These colleagues come to you when dealing with direct customer wishes:• Certified Service Advisor• Service Receptionist• Vehicle Salesperson

Workshop department

Logistics departmentThese are the colleagues that you can rely on for everything that has to do with parts:• Parts Manager• Parts employee

Service Advisor Body & Paint The Job Profiles in Mercedes-Benz After-Sales.

32

As the Service Advisor Body & Paint, you are the pro-fessional and competent contact for customers and insurance companies around the topics of accident repair, painting and vehicle care. You can create repair cost estimates using estimating systems. You understand the special circumstances when dealing with various motor vehicle insurance companies and can accordingly assist with their requirements. You can assess accident damage

according to repair scope and assign it to the corresponding repair technician. You are familiar with the current materials used in body construction and vehicle paintwork. In the case of minor damage e.g. stone chipping in the windshield, dents in the body or scratches in the paint, you can explain the appropriate repair method to the customer and offer accurate prices to rectify the damage.

Training • Trained, qualified technical specialist in a motor vehicle

profession, ideally in a body or vehicle paint shop trade and relevant experience with Mercedes-Benz products and processes.

Experience• Certified Service Advisor training series and participation

in the advanced body and paint training modules.

Summary

Qualification



and the Mercedes-Benz brand. • You think and act in a service-oriented manner.• You remain calm in stressful situations and do not feel

personally attacked.• You work independently and are able and willing to make

decisions.• You reveal a high level of willingness to learn and have the

potential to learn.• You have good knowledge of the relevant national language,

enabling you to use the service literature.• You display a high level of commitment, flexibility and abili-

ty to work under stress.• You have excellent negotiation skills and assertiveness.

Method and process competence• Thanks to your communication skills, you have good and

regular contact with insurance companies, their loss adjusters or (motor) vehicle appraisers and customers.

• You possess good knowledge of processes and key personnel in the operation, in the organisation, in the relevant customer care departments and at external service providers.

• You have good knowledge of group and service structures as well as Mercedes-Benz brand processes.

• You are able to work independently to plan and organize the accident repair processes in the workshop using all conventional workshop information and management systems.

• You are familiar with the fundamentals of value orientation and the cost-benefit ratio.

Specialist competence• You have extensive knowledge of motor vehicle accident

repair.• You have experience in documenting and defining damage

as well as in the cooperation with insurers.• You understand relevant basic legal knowledge (e.g. repair

damage laws).• You are familiar with the structure, function and require-

ments of the vehicle body.

• You are familiar with the current Mercedes-Benz paint range and products including matt paints and special paints.

• You have an awareness and knowledge of the application of minor repairs (Small Repair/cosmetic field).

• You are able to operate damage calculation systems (e.g. Audatex/DAT) and thus produce a damage calculation/cost estimates (qualification and training takes place with the system partners themselves).

• You are able to generate reporting to manage Body & Paint KPIs such as: average repair cost per insurance company, lead time, repair time, etc.

• You can assign different accident damage to a specific repair level.

• You can operate and explain all significant vehicle systems and special equipment.

• You possess knowledge of all current body materials and their properties.

Diagnostic competence• Based on the existing customer complaint, you can

analyze paint damage and define a suitable remedy in consultation with the paint specialist.

• Based on the existing customer complaint, you can analyse driving noises and body leaks and define a suitable remedy in consultation with the body specialist.

• You are able to offer an estimation regarding additional repairs. This way, you suggest the advantages of combined work.

• You are able to provide the client with a transparent esti-mation of the costs of the combined work and the time re-quired to complete this.

IT competence• You have good knowledge of the programmes relevant to

internal service (DMS, time recording system, WIS, ASRA (for Warranty & Goodwill work), TIPS, EPC, Mercedes-Benz After-Sales Portal) and electronic damage calculation programmes (e.g. Audatex and/or DAT).

• You have solid general PC skills and knowledge of Office applications (E-mail programs, MS Office, Internet, Intranet, etc.)

Competencies

Service Advisor Body & Paint

Service Advisor Body & Paint | Summary, Qualification, Competencies

4

Accident reception• You are the first point of contact and record all customer,

insurance and vehicle information.• You welcome and inform the customer about the entire

repair process.• You organize a courtesy car or alternatives if needed and

the different documents to be signed.• You document paint and body damage and define repair

scopes.• You assess minor repairs and provide corresponding fixed

price offers/estimates.• You check any warranty and goodwill claims as appropriate

(mainly regarding body noises, leaks and paint complaints).• If applicable, you ensure the completeness and presence

of all documents relevant to the accident (police report, insurance, appraiser, pictures of the damaged vehicle, etc.).

• You produce damage calculations/cost estimates using suitable systems, e.g. Audatex or DAT and discuss these with the corresponding insurance company.

• If necessary, you clarify the scope of the damage and the repair costs with the vehicle appraiser or the insurance company.

• You prepare the content of the repair order and check repair cost acceptance.

• You confirm the availability of parts likely to be required and initiate the ordering of these.

Work preparation• You create the repair orders and ensure work is completed

on time.• You clarify the extent of the damage and the arrangements

with the customer and the insurers.• You explain and transfer the workshop order to the Body

Specialist or Paint Specialist.

Diagnosis• You diagnose paint damage (in cooperation with the Paint

Specialist).• You diagnose vehicle noises and leaks (in cooperation with

the Body Specialist).• You perform a visual inspection to assess the extent of the

damage.

Repair, maintenance and painting – in consultation with the Workshop Foreman• You deal with the team’s workload, steer order scheduling

and check adherence to deadlines.• You monitor the progress of body repair and/or painting

orders and coordinate order extensions or deadlines with the customer and the workshop.

Order completion• You ensure that the invoicing process is triggered after

completion of the repair.• Based on a checklist, you check the scope and execution

of the work and test result documentation and arrange for any defects to be eliminated.

• You produce transparent documentation of all work performed and parts required for the customer and the insurance company.

• You ensure repair cost acceptance and assign this to a cost unit.

• You make sure that customer vehicles leave the workshop in tidy and clean condition after repair work.

• You guarantee adherence to deadlines.• You hand the vehicle over to the customer.

Vehicle handover• If necessary and desired by the customer, you perform

a test drive after the repair.• You prepare for customer consultation and coordinate

vehicle handover with the customer.• You welcome the customer and receive back the

courtesy car. • You explain the work performed and the invoice to the

customer. • You offer customers solutions and advise them of any

additional items that may be required.• You bid the customer farewell.

Customer support/insurance company support• You advise and support customers requirements regarding

paint and body repairs.• You coordinate mobility and courtesy cars.

Job Description

Main tasks

Service Advisor Body & Paint | Job Description 5

6

Warranty Administrator• Support in processing customers complaints related to body or paint which are

handled via warranty/goodwill.

Customer• As part of job acceptance, repair clarification, invoicing and return of the vehicle

following accident repair.

Customer department

Workshop department

Interaction Partner

(Motor) Vehicle Insurance• Coordination of policy coverage and cost management, coordination of damage

repair duration and planning as well as the optional allocation of a courtesy car.

Service24h Technician• When collecting accident vehicles.

(Motor) Vehicle appraiser• Documenting and assessment of the damage to be charged. Coordination of

estimate and parts to be used. Acceptance or negotiation of repair methods to ensure proper repair.

Parts Process Specialist• Order of parts and clarification of availability of parts.


External partners

Service Advisor Body & Paint | Interaction Partner 7

Body Technician/Body Specialist• To coordinate dates and priorities.• In the context of customer complaints regarding body noises or leaks.• In the context of handover following accident repair.

Paint Specialist• Consultation on paint damage and repair and in the context of quality checks.• As part of handover to the customer following accident repair.• To coordinate dates and priorities.



Service Manager

32 Service Manager | Summary, Qualifications, Skills

Summary

As Service Manager, you are fully responsible for plan-ning, controlling and increasing efficiency of Service and Logistics operations. In this function, you ensure that strategic and operational goals are met and that the derived measures are implemented. In addition, you are respon

sible for designing all processes within the Service and Parts department and ensuring that these are followed in order to maintain a constantly high customer satisfaction level as well as a positive image. In this function, you are part of the General Management.

Qualifications

Training

• Completed training in a commercial/technical profession, ideally in the automotive industry (or comparable training)

• Additional training in business management, such as a degree in Business Studies

Experience

• Several years of professional experience in automotive AfterSales

• Solid professional experience in personnel management and heading teams

• Solid professional experience in dealing with customers and suppliers

Service Manager


Process and organizational knowledge• You know the Service and Logistics processes. • You know the processes and interfaces of associated

departments and contact persons (Sales, Finance and Human Resources).

• You know the relationships between structures, processes, quality and customer satisfaction and business success.

• You know relevant recruitment, management and evaluation tools provided by Daimler AG.

IT background• You have knowledge about current software appli

cations (e.g. MS Office).• You know the order system specific to your company

and country (e.g. DMS).


the corporate strategies.• You are familiar with the market for service and parts

and the regional competition, as well as their structures, sales channels and market offers.

• You know the company’s corporate strategies, goals and guidelines as well as those of the manufacturer/MPC/national company.

Technical background• You know MercedesBenz products. • You can apply methods and tools for focusing and

managing a company (such as balanced scorecard).• You understand methods and tools for corporate and

market analyses (e.g. SWOT). • You know the constitution and structure of a

MercedesBenz dealership. • You have depth knowledge about the basic key figures

and levers in Service and Logistics (marginal costing, sales & inventory trends).

• You have a good background in marketing methods (marketing cycle, marketing mix).

• You have basic legal knowledge (e.g. guarantee, contract, work and tariff rights as well as data protection).

• You know the statutory requirements for occupational health and safety, general safety, fire safety and environmental protection.

4 5Service Manager | Skills, Tasks

Skills* Tasks

Skills in customer and supplier contactYou have the ability to create and maintain customer and supplier relationships. • You are honest and genuine towards customers and

suppliers. • You are polite and treat people and talk to them with

respect.• You can convince customers and suppliers. • You are reliable, and keep commitments.• You remain calm even in critical discussions and can

deescalate conflicts and clarify concerns independently.Action goals: You contribute considerably to a high cus-tomer satisfaction level as well as customer acquisition and loyalty.

Organizational competenceYou have the ability to put in place structured processes and ensure a high level of quality in the dealership as well as to create a sense of awareness about this.• You implement decisions effectively and achieve agreed

objectives.• You keep on track, even in hectic situations.• You set high standards of quality, ensure their sustain

ability visàvis colleagues and employees, as well as maintaining these standards yourself.

• You use your interfaces and exchange experiences actively and across divisions.

• You communicate processes clearly to others involved.• You are open to new solutions or process optimizations.Action goals: At all times, you guarantee the efficiency of the Service and Logistics department by efficient and quality-effective processes.

Leadership skillsYou have the ability to manage in a way geared to employees, tasks and goals.• You act according to ethical standards, accept respon

sibility and are an example of integrity and company values.

• You promote diversity and create a culture of cooperation and learning.

• You actively assume managerial responsibility, largely stay out of operational processes and promote managerial responsibility of reporting managerial staff.

• You recognize good performance and act justly in this regard.

• You provide criticism in an appropriate manner, explaining your decisions, and you are consistent in your response to inappropriate behaviour or deficient performance.

• You provide information on strategic goals, key figures, current trends and change processes and use this information for managing employees.

• You clearly communicate expectations and set targets based on quantitative and qualitative objectives.

• You expect top performance and support its attainment, you conduct staff development and systematically generate successors or responsible deputies/representatives.

Action goals: You ensure employee commitment and motivate staff to maximum performance readiness and ability, in order to achieve both customer-related and companyrelated goals.

Business skillsYou have the ability to plan and set out futuredirected strategic and operational goals for the long run, as well as ensure profitability of Service and Logistics at all times.• You provide employees direction with vision, strategy

and objectives.• You actively generate ideas for forming strategic

and operational goals. • You are a driver of innovation, change and ongoing

improvement.• You have a distinct longterm vision and a keen sense

for market trends.• You recognize and consider changing demands, you can

derive targets from key figures and you can realign the Service and Logistics areas accordingly.

• You pay attention to the operative utilization of capacity in the dealership (such as in the workshop and inventory).

• You initiate and actively manage new customer acquisitions.

Action goals: You secure sales and earnings as well as increasing the earnings of the dealership – conscious of the company’s responsibility towards employees and other stakeholder interests.

Technical competenceYou have the ability to use your professional knowledge in planning and controlling Service and Logistics and to apply this knowledge actively in practice.• You employ available tools, systems and instruments

in planning, managing and developing Service and Logistics.

• You can analyze and assess the key figures of Service and Logistics, derive targets as well as utilise them actively in planning and controlling.

Action goals: You ensure an effective and efficient busi-ness operation.

Interpersonal skillsYou have the ability to plan and follow up on your thinking and actions according to corporate values, strategies and guidelines.• You act in accordance with the needs of the market

and customers. • You are open to change and can accept it and are also

yourself an active motor for change when necessary.• You show selfinitiative and adapt your actions

to altered general constraints. • You show flexibility in new or unusual situations

and tasks.• You are inherently active, have the will to persevere

and are able to make decisions.• You demonstrate a convincing desire for performance

and success.Action goals: You create a customer-oriented and appreciative culture and loyalty among all employees with respect to operational interests and the Mercedes-Benz brand.

Business and profit planning as well as representation of Service and Logistics• Define a vision and derive strategic and operative

objectives. • Develop appropriate performance indicators for

Service and Logistics derived from the corporate strategy in coordination with Management as well as neighbouring departments.

• Create binding investment, cost, sales and profit plans based on strategic and operational goals, taking into account the overall value chain (such as market share for Service and Parts, volume planning for Parts and Accessories and vehicle throughput).

• Monitor and manage Service and Logistics by means of consistent observation and analysis of key figures.

• Regularly check goals and measures and derive and ensure the implementation of appropriate corrective measures if necessary.

• Represent the brand and the company visàvis customers, suppliers and in public relations, actively establish targeted contacts with fleet customers, public figures, clubs, associations and the press and media, as well as maintaining such contacts.

Service & Parts market development**• Ensure systematic and crossdivisional service and

parts market development within Service and Logistics. • Creation of marketing plans for Service and Logistics. • Develop marketing measures for customer loyalty

and acquisition. • Implement available marketing measures for sales

support.• Sustain the effectiveness of marketing measures

and communicate to the entire executive management team.


**If not covered by an specific marketing officer (example: Service/Parts Marketing Specialist)

766

Interfaces Relevant to Success As Service Manager, you demonstrate a maximum of appreciation, professionalism and competence towards your employees, colleagues and customers.

Service Manager | Tasks, Interfaces

Management/MPC/National company/Financial accounting• Compare targets and actual performance for service and parts

strategy, including the measures derived from it. • Compare targets and actual performance for sales,

service and inventory developments.


Service/Parts Marketing Specialist • Systematically develop the market for service & parts.• Conduct segmentation of customers as well as target group

specific service and parts offers.

Car Sales• Exchange customer and vehicle data to ensure specific customer


Customers/Suppliers/Public • Acquire new customers, conduct public relations and

negotiate prices, conditions and contractual agreements.• Represent the service outlet.

Control of Service and Logistics processes and quality assurance• Develop, communicate and monitor quality targets and

process standards given the manufacturer’s specifications.

• Ensure consistent quality of work, processes, repairs, and advisory service.

• Plan and optimize work processes as well as their interfaces, with the aim of the best possible customer support.

• Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim of continuous retention and improvement of customer satisfaction (CSI).

• Ensure consistent customer relations management (CRM) across divisions and sales stages.

Complaint management• Develop a professional and sustainable complaint proc

ess as well as the interfaces, in the interest of the best possible customer support.

• Plan clear guidelines, rules of conduct and performance standards for complaint management.

• Develop employees’ awareness of the goals and tasks of professional and sustainable complaint management.

• Conduct customer complaint conversations in special cases.

• Plan and participate in regular communication as well as closely work together with Sales Management to ensure ongoing communication with respect to complaints, with the aim of achieving high customer satisfaction.

Tasks

Occupational safety and environmental protection as well as ensuring safety• Ensure that the overall work environment (work

procedures, workplaces) meet the Employer’s Liability Insurance Association and legal requirements.

• Ensure compliance with the statutory regulations for environmental protection, occupational safety and health, and fire safety in the Service and Parts/Accessories departments.

• Ensure regular and necessary instruction in safety measures.

• Ensure emergency management (e.g. alarm plans and first aid).

• Ensure the regular implementation of measures on environmental protection, labour protection and work safety, with the aim of creating awareness among staff.

Staff selection, management and promotion• Monitor the performance of responsible managerial

staff in Service and Logistics given corporate goals (e.g. on the basis of target agreements).

• Planning available personnel for Service and Logistics (if necessary in cooperation with the HR department) as well as conduct application and hiring interviews.

• Ensure ongoing qualification of all supervisory and management personnel as well as employees through needbased basic and advanced training, taking into account corporate objectives as well as statutory requirements and specifications based on the manufacturer’s needs (such as job profiles and training standards).

• Manage training and educational plans for all employees in Service and Logistics.

• Ensure regular and efficient communication with and between the employees, as well as conducting prepared, individual and annual employee appraisals.


Service/Parts Marketing Specialist


32 Service/Parts Marketing Specialist | Concept, Qualifications, Competencies

Summary

As the service/parts marketing specialist, you are respon-sible for the best possible utilization of the service and parts market potential by means of acquiring new cus-tomers, increasing sales per customer and the develop-ment of new sales areas. In the process, you would analyze the market with regard to the competition and customers in order to recognize competitive advantages, you would develop economic marketing strategies and

embed them within the company. Furthermore, you plan and organize the implementation of these strategies with recognized marketing instruments and measure their effectiveness. As parts of this task, you work closely together with the national organization, the general management and also your colleagues within the sales, service- and parts-sales areas.

Qualification

Training

• Commercial vocational training, business management academic studies or comparable training

• Additional qualification/academic studies with an emphasis on sales and marketing

Experience

• Experience in a Mercedes-Benz service centre as well as in customer care (particularly for external customers)

• Experience in market development as well as in the application of targeted marketing


Competencies

Specialist competence• You have extensive knowledge of the Mercedes-Benz

services/service products and knowledge of the product and parts/accessories range.

• You possess sound specialized knowledge in the areas of marketing and sales.

• You possess the knowledge to implement the entire marketing mix in a targeted and result-oriented manner.

• You are familiar with the current general and market-specific processes, the country-specific trade and contract law and the concepts, methods and instruments of the Mercedes-Benz service and logistics chain.

• You possess interdisciplinary knowledge that enables you to methodically instruct colleagues in order to get results.

Business competence• You are familiar with the goals, strategies and guide-

lines of your company.• You are familiar with the objectives, tasks and respon-

sibilities in the working areas relevant for you.• You are able to participate in the design of these goals and

are aware of the corporate-policy framework conditions.• You are capable of orienting yourself to the market and

the expectations of internal and external customers in your thoughts and deeds and tune in to the business interests of your discussion partner.

• You possess a developed commercial expertise.

IT competence• You possess developed practical knowledge of PCs for

all prevalent country-specific software products within a Mercedes-Benz dealer.

• You are knowledgeable about the application of market-ing/sales software if this is required to complete the task (e.g. SPPS, WebParts).

• You can adequately implement and apply the market evaluation and DP instruments used in your market (e.g. MRA, SeMaBö).

Social and interpersonal competence• You possess empathy, are sociable and willing to

approach customers, you perceive signals and maintain your contacts.

• You are able to cooperate, pass on information quickly and bindingly and coordinate with your colleagues and supervisors at all times.

• You possess a developed capacity for compromise and conflict management in order to secure customer rela-tionships, even over the long-term.

• You are capable of thinking and acting in a systematic and process-oriented manner.

• You think in terms of customer orientation and reflect this in the marketing of service products and services.

• You are always ready to improve your specialized and management knowledge and adapt to the current requirements.

• You are capable of thinking conceptually and at the same time correctly evaluating the capacity for imple-mentation.

• You are capable of a clear and simultaneously sensitive perception of your own role when dealing with customers, colleagues and suppliers.

• You are capable of a correct balance between self-confi-dence in your appearance and at the same time respect for the negotiation and business partners.

• You possess the assertiveness to overcome resistance and implement the decisions made consistently and purposefully.

Method and process competence• You are knowledgeable about the processes in the

parts/logistics area (e.g. parts/accessories sales and parts procurement).

• You are knowledgeable about the procedures and interfaces to adjacent areas and their contact persons (e.g. workshop and sales).

• You are knowledgeable about the dealer and country-specific accessories and special processing (e.g. theft-relevant parts, initial supply of parts, service campaigns).

• You are knowledgeable about the country-specific processes for the warranty and goodwill processing.

54 Service/Parts Marketing Specialist | Tasks

Tasks

Main tasks

Measure results and make use of experiences• Evaluation and success monitoring of the performed

individual measures.

• Evaluation of sales statistics.

• Qualitative and quantitative assessment of the measures.

• Derivation of recommendations for action for future measure planning.

• Regular analysis and revision of the prices of contract-related services.

• Reporting of the results.

Main tasks

Analyze market and derive fields of action• Creation and interpretation of situation analyses in

the market.

• Observation of market developments and indication of changes.

• Performance of market inspections, market analyses of sales volume, market shares, customers, competitors, etc.

• Identification of the target group to be focused on and identification of customer requests.

• Derivation of fields of action in a product group, customer and model series-specific manner.

• Record and analyze customer and market data and sales figures.

Prepare and perform measures and ensure processes • Efficient implementation of marketing instruments to

achieve the planned sales targets, meanwhile ensuring the topicality of the instruments used.

• Performance and coordination of specific marketing measures for individual products/product lines.

• Ensuring the marketing of central products/services, e.g. WebParts, service contracts, insurance.

• Organization and control of regionally performed sales events.

• Monitoring the implementation of measures.

• If necessary, adaptation of the performed measures.

Set goals and create planning• Conception and development as well as coordination of

a market development strategy, taking into account the corporate identity (CI) specifications of the company.

• Development of product group and model series-specific suggestions for measures or adaptation of the structure of the offer.

• Planning corresponding marketing measures and sales targets.

• Planning the marketing budget and results planning.

766

Interaction PartnersAs a Service/Parts Marketing Specialist, you coordinate the colleagues who support you to generate additional turnover. All marketing activities have to be coordinated with the Service/Parts Management.

Service/Parts Marketing Specialist | Tasks, Interaction Partners

Management/Administration Your contact partners to coordinate marketing- and sales promotion-measures:• General management• Service Manager• Sales Manager• Parts Manager

Customer department These colleagues assist you to realize marketing- and sales promotion-activities:• Certified Service Advisor• Salesperson

Workshop department

Logistics departmentThese colleagues support you operational at all internal and external marketing activities:• Parts/Accessories Salesperson in field service• Parts/Accessories Salesperson

Other comprehensive tasks• Ensuring the parts availability for planned marketing

campaigns.

• Ensuring the internal and external communication of contract-related services (e.g. service contracts, extended warranties, insurance).

• Ensuring and undertaking training measures regarding contract-related services for employees with customer contact.

• Regular reporting (weekly/monthly) and involvement/participation in specialized projects supplement the tasks not related to customers.

• Care and organization on site in the event of sales events.

• Control of the ordering service and the mobile parts sales.

• Cooperation with advertising agencies, awarding of orders and developing advertisements in professional journals as well as corresponding invoice and budget check.

• Involvement in the selection and orientation of new employees in mobile and active parts sales.

• Coordination with the general management as regards the decision making authority of employees in mobile and active parts sales and in selling contract-related services.

• Involvement in the motivation of the employees in the active parts sales.

• Involvement in and control of the employee qualifica-tion in the active parts sales or determination of the personal further education programs/training courses together with the employee.

Additional tasks

Customer acquisition, loyalty and care• Performance, control and responsibility of the acquisi-

tion of new customers by means of the targeted applica-tion of the parts/accessories salesperson in field service.

• Performance and/or control of customer visits while ad-hering to the specifications for frequency and quantity.

• Creation of a presentation for all important sales docu-ments.

• Performance or delegation of sales talks for the benefit of the corporate goals and policy.

• Responsibility, delegation and agreement of special con-ditions as part of the decision-making skills (discounts, bonuses, etc.).

• Processing unusual incidents as well as complaints from customers.

Tasks

• MPC/service and parts field forces• Advertising and event agencies

Service24h TechnicianThe Job Profiles in Mercedes-Benz After-Sales.

2

Training

• Qualification as a System Technician or Certified Diagnosis Technician

• Completion of Service24h basic training (technology and organisation/implementation/behaviour)

• Regular participation in further Service24h training courses• HV awareness qualification for vehicles with high-voltage

systems • Basic knowledge of work on gas systems, restraint systems

and A/C systems• Obligation of annual participation in Mercedes-Benz product

training courses as part of the market launch of new vehi-cles and systems

• Driver’s license for passenger cars; for the Service24h Technician’s service vehicle, a commercial vehicle license is also an advantage, depending on the area of deployment

Experience

• At least three years’ experience as a System Technician in at least one competence area

or• Experience as a Certified Diagnosis Technician

Summary

Qualification

Service24h Technician

As a Service24h Technician, you are friendly to customers, professional in appearance and do everything to restore customers’ mobility efficiently, ideally with their own vehicles.

As a Service24h Technician, you are responsible for inde-pendent system diagnosis and vehicle repair on site and by telephone. Your certification as a Diagnosis Technician or your experience after qualifying as a System Technician also enables you to correct problems outside your area of specialty, thus efficiently repairing customer vehicles at the roadside. In this respect, you cover the entire range of Mercedes-Benz products in the passenger and/or commercial vehicle categories, including older model series.

You represent the Mercedes-Benz brand to customers and promote the image of the product and service organisation. Your respectful handling of customer property and profes-sional manner with customers is an important contribution to the customer satisfaction.

Service24h Technician | Summary, Qualifications, Competencies 3

Competencies

Social and interpersonal competence• You act in a customer-oriented way and see yourself as an

ambassador of the Mercedes-Benz brand.• You show understanding for the customer’s situation and

communicate appropriately and politely.• You are flexible and you able to keep up with tough timelines.• You work independently at the scene of the breakdown,

decide and coordinate the necessary measures.• You see yourself as the case manager and assume respon-

sibility for restoring customer mobility efficiently.• You can assign further steps to colleagues and alliance

partners if the customer’s vehicle cannot be repaired at the scene of the breakdown.

Method and process competence• You are familiar with the overall Service24h breakdown

process.• You are familiar with the laws and work safety regulations

as well as the provisions for safety at the scene of a break-down with regard to working on/in public roads/places or you have the certification required in your market.

• You are familiar with the communication process to be adhered to with the CAC (Customer Assistance Center)/CCC (Customer Contact Center).

• You are familiar with the Mercedes-Benz roadside assistance products and their corresponding roadside assistance program.

• You are familiar with the repair order process (order creation, assessment of prices for labour and materials).

• You have the required knowledge of processes for pay-ment guarantees and the MercedesServiceCard.

• You are able to identify Mercedes-Benz parts and you are familiar with parts procurement processes as well as the warehouse inventory systems to initiate parts orders. Fur-ther you are able to initiate parts orders through the GLC/LC special order process if the part is not available in the dealership

Vehicle and product technology• You have a good understanding of the vehicle systems

and are familiar with frequently occurring damage profiles which lead to breakdowns.

• You are familiar with safe and acceptable temporary repair methods.

Diagnosis competence• You can use the Mercedes-Benz diagnostic systems

reliably and appropriately.• You can diagnose problems on site even with limited

technical equipment.• You are able to determine the point at which diagnosis or

repair at the breakdown location is inefficient, and initiate the necessary further actions.

IT competence• You can handle the communication systems and media

of the call center reliably (such as TCU, M4T and C@D).• You have knowledge of current After Sales IT tools (such

as XentryDiagnosis, Telediagnose (M4T), EPCnet and WISnet) and can apply these in a focused manner.

4

Customer contact managementAs a Service24h Technician, you are primarily responsible, in addition to providing a technical solution to the breakdown situation, for professional and respectful customer contact. You always adhere to the defined Service24h process (e.g. using M4T).

Service reception• Receive a CAC/CCC roadside assistance order as per the

processes.• Make contact with the customer as soon as possible,

briefly evaluate the described customer complaint and inform the customer of possible associated costs, if there is no roadside assistance program.

• Inform CAC/CCC of the anticipated arrival time at the scene of the breakdown.

Work preparation• Ensure the Service24h vehicle is equipped according to

the defined scope.• Before leaving to the scene of breakdown, check Telediag-

noisis data, narrow down possible breakdown causes and check if the required tools and spare parts are avialable.

• Inform CAC/CCC of the expected arrival time cannot be met.• Initiate parts orders through the GLC/LC special order

process if the part is not available in the dealership• Report the actual arrival time to the CAC/CCC.• Greet the customer and, if necessary, ensure the customer

is in a safe place.• Secure the scene of the breakdown and, if necessary, in-

form the police in accordance with the law and work safety regulations.

Diagnosis• Verify the damage and symptoms described on the tele-

phone and check the vehicle data relevant to the roadside assistance program (VIN, kilometre reading, maintenance re-cords, etc.).

• Create a repair order including confirmation by means of the customer’s/performing agent’s signature.

• Perform a visual inspection to verify the customer’s complaint.

• Perform a systematic, structured diagnosis (as per the diagnostic strategy) using information from customer com-plaints, actual values and information from the diagnostic assistance.

• Assess the effort for rectifying the fault and decide whether the repair can be performed on scene or not.

• Discuss further steps to be taken with the customer, if necessary.

• Advise the CAC/CCC of the estimated time of repair completion at the roadside.

• Inform the CAC/CCC if the vehicle has to be towed.

Tasks

Main tasks

Service24h Technician | Tasks 5

Repair and towing• Independent schedule of the vehicle repairs and if applica-

ble coordinate additional repairs with the customer. • Perform the repair in line with the defined Service24h

repair process. If necessary create the order extension with the approval of the customer.

• Perform the final inspections and function checks.• Inform your workshop if a customer vehicle cannot be

repaired on site and has to be towed to the workshop loca-tion. Provide a fault profile of the vehicle to facilitate efficient customer support by the workshop (ordering spare parts, provision of alternative mobility service).

• Clear and clean the breakdown location.• Stow the tools in the service 24 truck

Order completion• Explain the work performed and expain the invoice if applicaple.• Issue a written document to the customer if the work

performed is only a temporary solution for a safe vehicle operation.

• Obtain the customer’s signature on the repair order as documentation of the work performed.

• If a loaner car is provided, fill out the necessary forms and have the customer sign them. Familiarise the customer with operation of the loan vehicle.

• In individual cases where charges are made to the customer, issue a receipt for the payment.

• Report to the CAC/CCC when repairs are completed, including the damage code.

• Initiate the invoicing process.• Discharge of the customer

6

Interaction PartnersYou are the contact for the CAC/CCC at the scene of the breakdown and responsible to restore the customers’ mobility efficiently. If the repair at the roadside is not possible, you provide your colleagues with detailed information so that the following actions and repair can be quickly initiated.

You will receive the request for roadside assistance from the CAC/CCC. Regular communication and status updates are required from you to ensure efficient handling of the incident for the customer. At the same time, the CAC/CCC is your contact whilst at the breakdown location if you need further assistance in the form of recovery or towing services or a statement regarding roadside assistance program coverage. If there are language difficulties, the CAC/CCC will provide you with assistance as required.

CAC/CCC

Overflow provider (e. g. national automobile association)

Daimler AG is entitled to engage another Service24h company or external service provider (overflow provider) to provide roadside assistance or towing, insofar as the authorised service partner is not available for any reason or cannot or will not take on the specific breakdown case.

In individual cases, you are required to clarify details with the overflow provider.

Service24h Technician | Interaction partners 7

Your team partners for administrative support:• Invoice processor • Service Manager

Service departmentIf a customer vehicle has to be towed to the workshop for further diagnosis or re-pair, you coordinate this with e.g.:• Customer Contact Consultant After-Sales • Certified Service Advisor

The colleagues specified below provide you with telephone support, if required during diagnosis and repair at the breakdown location. If the customer vehicle has to be towed to the workshop for repair, you should inform your colleagues about al-ready performed diagnostics or repairs. e.g.:• System Technician• Certified Diagnosis Technician• Diagnosis Expert (at the national company)

You discuss quick procurement of replacement parts with these colleagues:• Parts-/Accessories Salesperson• Parts Process Specialist• Parts Supervisor Inventory

Within the company – during opening times:

Management/administration

Workshop department



System Technician


32 System Technician | Concept, Qualifications, Competencies

Summary

As a System Technician, you are the expert for system diagnoses and remedying malfunctions in one of the defined specializations: Powertrain systems, driving stability and driving safety systems, comfort and safety systems, and telecommunications systems. In these spe-cializations, you work on the current overall vehicle sys-tems from the Mercedes-Benz product range. Thanks to your comprehensive and special system knowledge and

excellent technical competencies, you can independently work on complex repair orders in your special area and efficiently restore the function of the customer's vehicle.Through good treatment of the customer's property, expert knowledge, and appreciation of the brand and product, you promote the image of the product and service organi-zation, thus contributing to customer satisfaction.

Qualifications

As a System Technician, you behave in a brand and service-oriented manner both to customers and colleagues. You are reliable and trustworthy and can motivate your team.

Training

• Trained and certified technology specialist in a motor vehicle service profession or proof of comparable com-petencies

• Initial training in Mercedes-Benz-specific maintenance operations, workshop systems and processes, and diag-nostic systems

• Further training and training in a specialization• Annual participation in product training courses by

Mercedes-Benz as a part of the market launch of new vehicles / systems

Experience

• Experience with the Mercedes-Benz product range• Practical experience with the vehicle systems in your

category

System Technician

Competencies

Social and interpersonal competence• You act in a market and customer-oriented manner

and you regard yourself as a representative of the Mercedes-Benz brand.

• You are reliable, trustworthy, and able to appropriately communicate with customers and colleagues.

• You can integrate yourself and all your potential in a team and use your colleagues' competencies in common diagnosis and repair operations.

• You can authorize and instruct Maintenance Technicians in assembly operations.

Method and process competence• You can use all the workshop management systems

(e.g. WIS, ASRA, EPC) in a targeted manner.• You can use all the workshop information systems

(z. B. TIPS, News, Star Diagnosis, WIS etc.) for efficient diagnoses and repairs.

• You have a thorough knowledge of the Mercedes-Benz workshop and sales processes, products, and services and can provide arguments for them.

• You recognize your influence and impact as a service specialist as regards brand trust and warranty and goodwill costs.

Vehicle and product technology• You possess good general system knowledge and very

good, in-depth knowledge in your defined specialization.• You possess expert knowledge of the structure, func-

tion, and networking of systems, components and major assemblies in your specialization, which you can explain in detail to others, if needed.

• You are familiar with the operation of all the current vehicle systems and functions in your specialization and can recognize if a problem is the result of a system malfunction or incorrect operation.

• You can systematically perform complex repairs and assemblies in all basic systems that fall under your specialization, as well as new parameterizations and software updates.

• You can operate complex vehicle systems in your spe-cialization and also explain them to others (e.g. custom-ers), if needed.

• Using initial information / operator's manuals, you can quickly become familiar with modified and new systems and equipment and can confidently operate them.

• You have a good command of all the maintenance, test, and adjustment operations or rapidly become familiar-ized with these.

• You possess good knowledge of Star Diagnosis (incl. Measurement Technology) and other specific diagnosis techniques in your defined specialization (e.g. emission testers, axle alignment, brake test stands, etc.).

• You possess good knowledge of the diagnosis strategy (five-level model) and are able to perform complex diagnoses in a methodical, confident, efficient, and structured manner.

• You can recognize the point as of which further diag-nosis steps become inefficient, whether further special measures are needed, and initiate following steps.

• You can interpret actual values and fault symptoms and make appropriate fault hypotheses.

Diagnosis competence• You are able to draw up and document complex diagno-

ses, particularly in the case of networked systems, and to pass these on to third parties together with specifi-cally structured comments.

• You can use new diagnosis methods and equipment efficiently and instruct and support Maintenance Tech-nicians in how to perform diagnosis and troubleshoot-ing work.

• You can recognize the point as of which further diagno-sis steps become inefficient and clarify difficult cases with a Diagnosis Technician in a qualified manner.

IT competence• You possess knowledge of the current After-Sales IT

tools and are able to use these (e.g. DMS, time recording systems, EVA, WIS, TIPS, Star Diagnosis, EPC).

54

Tasks

Main tasks

Service reception• Performing a visual inspection or on-board

diagnosis.

Work preparation• Accepting, transferring, and explaining the workshop

order and checking the order contents.

• Registering the processing time and checking the vehicle history.

• Finding the vehicle, driving to the workplace, and pro-tecting the vehicle from contamination.

• During the preliminary diagnosis, using checklists to check and document proper completion of the indi-vidual work steps.

Diagnosis• Performing a visual inspection.

• Performing difficult and complex diagnoses in your respective specialization using the latest diagnosis technologies, processes / methods, and procedures.

• Checking equipment and data for up-to-dateness and quality and preparing the vehicle or required diag-nostic tools. Performing systematic and structured diagnoses (in accordance with the diagnosis strategy) using the information from the customer complaint, actual values, and specifications from the Diagnosis Assistance System.

System Technician | Tasks

Repair / maintenance• Researching workshop information and checking it for

up-to-dateness and quality.

• Independently performing complex removal and assem-bly procedures, including adjustment operations, with your own quality check (e.g. repairs to automatic trans-missions or remedies for engine running complaints).

• Installing comprehensive and complex components and systems in the vehicle, networking them with the vehicle systems, and professionally commissioning them (e.g. telematics, stationary heaters, trailer hitches, etc., depending on your specialization).

• Independently planning and performing all types of complex repair operations that are required to restore system functions, while using all of the available work-shop information systems.

• Checking disassembled and removed parts. Replacing or exchanging them, depending on your findings.

• Independently performing final inspections and func-tion tests on all complex repairs.

• Returning the parts (exchanged parts / unused parts) and documenting the performed work.

• Tidying and cleaning the workplace.

• Registering the labor time and returning the workshop order to the scheduling department.

Other special tasks• Using Star Diagnosis and other systems, parameteriz-

ing and updating the software ("flash").

• Professional redocumentation e.g. after software up-dates, warranty processing, and for statutory work subject to documentation (e.g. exhaust emissions in-spections, tachograph checks, depending on national directives).

• Diagnosis and repair services are provided for defined and qualified specializations: - Powertrain systems / functions - Driving stability and driving safety systems / functions - Comfort and safety systems / functions - Telecommunications and HMI systems / functions

76

Parts process• As a part of the parts support process, selecting the

parts from the catalog and generating a parts request list.

• Returning or disposing of exchanged or faulty parts.

Parts process – Incoming orders at workshop counter• Cooperation in the registration of required parts and

vehicle identification.

• Cooperation in recommendations for additional require-ment and determining the part number.

• Cooperation in informing the orderer of the delivery date and price.

Parts process – Parts handover at workshop counter• Cooperation in handing over the parts to colleagues in

the workshop.

Support processes

Tasks Interaction PartnersYour colleagues value your competence and call on you for complex tasks.

System Technician | Tasks, Interaction Partners

Administration

Customer department You define the type and scope of repair services with the following colleagues:• Certified Service Advisor • Service Receptionist

Workshop department You consult with the following colleagues operatively for solutions to all service work on the customer's vehicle:• Certified Diagnosis Technician• Maintenance Technician • Workshop Foreman• Diagnosis Expert

Logistics departmentYour colleagues for processes related to parts and accessories:• Parts Process Specialist • Parts employee


Workshop Foreman

32 Workshop Foreman | Summary, Qualifications, Skills

Summary

As Workshop Foreman you are responsible for the organization, control and service capability of the entire workshop. As the interface between the workshop and the Cus- tomer department, you are responsible for all work procedures and processes given the legal and manufacturer- related specifications and standards, with the aim of

smooth, professional and timely handling of all due diag - nostic, repair and maintenance work. In this function, you are a member of the management team and are therefore also responsible for customer satisfaction and for the eco-nomic success of Service.

Qualifications

Training

• Trained and certified technician in an automotive service profession (e.g. mechatronics technician in the German automotive trade) or comparable training

• Further education measures, e.g. completion of training as automotive foreman

• Further qualifications in leadership and/or management

Experience

• In-depth experience at a Mercedes-Benz service outlet • Experience in handling the Mercedes-Benz products in

your division• Experience in leading employees and technical teams• Experience in dealing with customers and suppliers

Workshop Foreman


Process and organizational knowledge• You have excellent knowledge of Service processes

and interfaces (WP2010).• You know the structures, processes and interfaces

of neighbouring departments and the relevant contact persons (Parts/Accessories, Sales and Human Resources).

• You understand the connection between quality, customer satisfaction and business success.

• You are familiar with relevant recruitment, manage-ment and evaluation tools provided by Daimler AG.


(e.g. MS Office).• You know the order system (such as DMS) specific

to your operation and country. • You have knowledge of the current IT systems

at Mercedes-Benz (such as WIS, ASRA and EVAnet).


the corporate strategies.• You know the corporate strategies, goals and guide-

lines of Service and are able to effectively interpret and convert them for your work area.

Technical background• You have very good technical knowledge about

the products of your division. • You understand the Mercedes-Benz Service products

and services and can make informative statements about services, prices, discounts and benefits.

• You have sufficient knowledge in order to determine and check vehicle and customer data.

• You know the key figures relevant to your working area and are able to assess the trends related to these.

• You have basic legal knowledge (e.g. warranty law).• You know the statutory requirements for occupational

health, safety, fire and environmental protection.

4 5Workshop Foreman | Skills, Tasks

Skills* Tasks

Competence in customer contactYou have the ability to communicate in a customer- oriented and objective way, and act accordingly.• You are honest and genuine towards suppliers and keep

commitments. • You communicate technical matters simply and clearly.• Your arguments refer to the high quality of the com-

pleted servicing and repairs. • You independently clarify customer concerns (also

critical ones) self-reliantly within the bounds of your decision-making authority.

• You are polite and treat people and talk to them with respect.

Action goals: You contribute considerably to high customer satisfaction as well as customer acquisition and loyalty.

Organizational skillsYou have the ability to ensure the quality of services sustainably and effectively.• You implement decisions effectively and achieve

agreed objectives.• You keep an overview of things even when daily

business is hectic.• You work in a structured and systematic way. • You prepare yourself for customer visits and handle

orders correctly, promptly and as agreed.• You always attend to the quality and documentation

of all services and repairs. • You attend to orderliness and cleanliness of customer

vehicles and the workshop/service areas.Action goals: At all times, you offer quality services and repairs to customers by efficient processes, which are also effective in terms of quality.

Leadership skillsYou have the ability to manage technical employees and teams in a task-oriented way and to promote team spirit.• You act according to ethical standards, accept responsibil-

ity and are an example of integrity and company values.

• You promote diversity and create a culture of coopera-tion and learning.

• You are aware of your managerial responsibility and actively assume it.

• You communicate expectations clearly and use key figures for leading your employees and/or the teams.

• You register conflicts in the group, attend to resistance and make it an issue.

• You recognize good performance, provide appropriate criticism explain your decisions and are consistent in your response to inappropriate behaviour or deficient performance.

• You expect top performance and support its attainment; you conduct staff development and systematically gen-erate successors or responsible deputies/representatives.

Action goals: You provide for an optimal deployment of technical employees and motivate them for the greatest possible readiness and ability to perform in order to achieve both customerrelated and companyrelated goals.

Business skillsYou have the ability to understand strategic and operative objectives as well as the measures derived from them and are able to execute these in the scope of your actions.• You provide employees direction with vision, strategy

and objectives.• You actively generate ideas for forming strategic

and operational goals. • You always attend to the operating rate of the workshop

(workshop utilization).• You recognize and consider changing requirements

and initiate the formulation of corresponding counter-measures.

• You support the sale of additional service products and the (contractually bound) services themselves.

• You maintain contact with customers, remaining loyal to the dealership‘s interests.

• You act in the interest of the company even in difficult situations.

Action goals: You ensure Service profit is maintained and increased.

Technical competenceYou have the ability to actively apply your high level of professional knowledge to practice as well as to communi-cate this knowledge understandably.• You quickly recognize complex matters and relation-

ships. • You can communicate complex and technical matters

clearly and understandably. • You recognize the situations in which it is necessary

for you to supportively contribute your professional knowledge as a means of support.

• You put your professional skills to use for the support or further training of your staff and colleagues.

• You support your employees and colleagues in complex tasks and can point out alternative approaches.

Action goals: You safeguard a high level of Service quality as well as professional and competent communication with employees, colleagues and customers.

Interpersonal skillsYou have the ability to plan and follow up on your think-ing and actions according to the department’s values and guidelines.• You act in accordance with the needs of the market

and customers.• You are reliable and geared to providing service, finding

solutions and obtaining results.• You are able to work under pressure and are ready

to learn and to change.• You show self-initiative and adapt your actions to

altered general constraints.• You have the will to persevere and can make decisions.• You actively seek support in the clarification of difficult

customer situations. • You demonstrate a convincing desire for performance

and success.Action goals: You create and ensure a customeroriented and appreciative culture among all technical employees towards one another and towards customers.

Organization and control of the workshop sector as well as occupational safety and environmental protection • Inspect and optimize all work procedures and

processes of the workshop with respect to profes-sional and on-time performance of repairs.

• Ensure the processing of orders according to the manufacturer’s specifications.

• Plan, organize, implement and monitor upcoming service measures and special promotions.

• Ensure the availability of all required information and documents, e.g. repair instructions, updates on the diagnostic equipment, wiring diagrams and product information.

• Ensure the availability of all workshop equipment and tools, including the special tools prescribed by Mercedes-Benz, and monitor their proper function.

• Ensure that the overall work environment (work procedures, workplaces) meet the Employer’s Lia bility Insurance Association or legal requirements and that this compliance is maintained.

• Monitor compliance with the legal requirements within the workshop sector with respect to envi ron-mental protection, occupational safety, health pro-tection and fire protection.

• Provide the necessary safety instructions on a regular basis.

• Ensure and communicate emergency management (e. g. alarm plans, first aid).

• Implement and communicate measures for environmental protection, labour protection and work safety, with the aim of creating awareness among employees.

Personnel management and advancement• Exercise responsibility for personnel management

tasks according to the agreed departmental goals (FFV-T, performance level, productivity) and accord-ing to the general guiding principles of management and cooperation at Mercedes-Benz.

• Support and promote employees in order to improve repair quality, processes and attitude.


766

Interfaces Relevant to SuccessAs Workshop Foreman, you demonstrate a maximum of appreciation, professionalism and competence to your employees, colleagues and customers.

Workshop Foreman | Tasks, Interfaces

• Ensure information flow (information, technical printed matter, circulars, information e-mails, etc.) through regular communication. Give instructions where appro-priate.

• Collaborate on the select of, or selecting, new employees in coordination with the Service Manager or Service Management.

• Plan, support and ensure the induction of new employees according to the company’s specifications.

• Conduct appraisals, if necessary with inclusion of the Service Manager or Service Management.

• Conduct performance evaluation appraisals with subor-dinate technicians.

• Determine and specify qualification and continuing education measures for technicians.

• Collaborate on reclassifications of pay groups and non-pay-scale salary adjustments.

• Allocate the technicians among the corresponding shifts, including emergency service.

• Conduct, monitor and support annual vacation planning.

Service reception**• Support preliminary diagnoses as part of the Service

reception. • Assist, assume or independently perform test drives

with the customer in spread cases.• Perform vehicle testing at the brake test stand and

output dynamometer.• Document the diagnostic results on the workshop order.

Job preparation** • Accept workshop orders and transfer and communicate

work instructions to the technicians or group leaders, taking into account the necessary qualifications.

• Explain order specifics, indicate the completion deadline and ensure the procurement of necessary replacement parts prior to the start of work.

• Communicate special customer requirements to be observed, e.g. cleaning the vehicle not necessary.

Diagnostics** • Support the technicians and/or independently conduct

workshop test drives in order to check customer com-plaints (e.g. noises and/or vibrations).

• Document the diagnosis in order to provide a time record in warranty and goodwill cases.

Tasks• Establish contact with the Diagnosis Support Center

(DSC) and handover and clarify diagnostic cases that are difficult and/or do not show results in a qualified manner.

Concluding the job** • Specify the scope of the final inspection on the basis of

the completed work.• Perform functional checks if necessary in a test drive.• Check on the dependencies between various work oper-

ations and carry out appropriate functional checks in this respect.

• Document the results of the functional check on the workshop order.

• Specify defects detected and document these appropriately.

• Define the further procedure in case of defects detected and immediately coordinate with colleagues in Service Reception

• Initiate corrective measures for defects found promptly.• Identify possible causes for defects found.• Define measures for avoiding defects in the future.• Relay information on defined measures to the technicians

or group leaders.• Check on the actual implementation of defined measures.

Workshop scheduling** • Assign approved workshop orders according to the

resources reserved.• Update free workshop capacity in the DMS

(Dealer Management System).• Release reserved resources on completion of work• Adjust resource planning to changes.• Coordinate with the Service Advisor with respect to

order expansions for work required which exceeds the original customer order.

• Expand approved additional operations on the workshop order.

• Relay information to the technicians so that they can approve or reject the order depending on the additional operations required.

• Sign off workshop orders with respect to all work operations (expansions, times prescribed by Foreman, warranty and goodwill items).

Management/Administration

Human Resources/Employee representative


Logistics department/Car Sales• Ensure continuous availability of parts needed for daily business.• Systematically exchange customer and vehicle data for

a resolved customer service and market management.

Customers/Suppliers • CRM for workshop customers. • Safeguard professional customer care

and complaint management.

**Based on the process steps and content of Workshop Process

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