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The Qualification Pathways 2016 Passenger Cars After-Sales Sales and Management September 2015

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© MBAuP Training Academy

v.1.0 25/09/2015

The Qualification Pathways 2016 Passenger Cars After-Sales Tehnical Training September 2015

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For Competence in Service The Qualification Pathways The job profiles at Mercedes-Benz are an acknowledged concept for ensuring our competence in the service operation. Fast, targeted and therefore economical and customer-oriented services are ensured by the qualified and certified workshop specialists. To support these key functions in the service operation, the MBAuP Training Academy has created individually tailored qualification pathways for the individual job profiles. This brochure describes the qualification pathways for the qualified job profiles: • Maintenance Technician • System Technician Drive Train • System Technician Chassis and Active Safety • System Technician Comfort and Safety • System Technician Telecommunication • Diagnosis Technician • Service Advisor. The presentation shows the logical sequence of the individual training modules. MB Maintenance Technician Initial Test (T0681E): The qualifications begin with a qualifications check. Individual qualification requirements can thus be defined for the employees. Only the training courses recommended following the test must be completed for the qualification in a job profile. The qualification in a job profile can therefore ideally even be proven without any training.

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Qualification Pathways for the Workshop

Qualified Job Profiles

System Technician

Maintenance Technician

Drive Train Chassis & Active S. Comfort & Safety

Qualified Job Profile

Certified Diagnosis Technician

Certified Job Profile

Telecommunications

Qualified Job Profile

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Education Types and Training levels Education All target groups must complete clearly defined qualification measures which provide them with the necessary competence to fulfil the minimum requirements of a job profile while on the job.

Further Education Employee competence must be expanded in order to stay up-to-date with changing products and customer demands.

Go (basic training) Go training provides you with basic knowledge of various topics related to sales and service. Service training covers product launches or introductions for the vehicle systems, basic information on electrical systems, electronics, chassis, and occupational safety, as well as operation and structural design of systems. Sales training primarily focuses on sales staff instruction.

Run (advanced training) Run training can be selected if you already have an assigned scope of tasks and job experience or if overall system or product knowledge is required. Run trainings are mainly application-oriented. You will work intensively with the system or product and the main focus is on communicating detailed knowledge and skills.

Fly (specialist training) Fly training builds on the knowledge acquired in Run training. You select this training course if you wish to keep up-to-date on your skills or would like to expand them. Fly training often includes an intensive exchange of experience based on current practical cases.

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Passenger Cars / Vans Maintenance Technician EDUCATION (13 days)

T0213F-AU.P (2 days) Mercedes-Benz Product Technology. Maintenance & Service

T0216F-AU.P (1 day) Mercedes-Benz Maintenance Service T0177F-AU.P (2 days) Xentry Kit & Star Diagnosis Level I

P0019F-AU.PTL (2 days) WIS/ASRA T0219F-AU.P (2 days) Electrical I T0220F-AU.P (2 days) Electrical II T0778F-AU.P (2 days) Wiring harness repair

FURTHER EDUCATION (1 day)

T0694F-AU.P (1 day) Maintenance Service. New Types. New features and modifications

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Passenger Cars System Technician Cross-System Competence EDUCATION (7 days)

T0004F-AU.PTL (4 days) Diagnosis Strategy I

T0514F-AU.P (2 days) On-Board Electrical and Bus Systems

T0445E-AU.P (e-Training) Fundamentals of SD Connect with On-Board electrics

T0103E-AU.PTL (e-Training) Alternative Drives. High-Voltage Systems in Motor Vehicles T0001F-AU.PTL (1 day) High-Voltage Qualification for Motor Vehicles

FURTHER EDUCATION (6 days)

T0959F-AU.P (1 day) C-Class HYBRID

T1192F-AU.P (1 day) Alternative Drives. Manual disconnect on the HV-On Board Electrical System and HV Testing

T1077F-AU.P (1 day) E-Class HYBRID

T0752F-AU.P (1 day) S-Class HYBRID T1423F-AU.PTL (2 days) High-Voltage Product Qualification for Newcomers

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Passenger Cars System Technician Drive Train EDUCATION (10 days)

T0081E-AU.P (e-Training) Current CDI Engines

T1106F-AU.P (2 days) Diesel Engine OM626

T1003F-AU.P (2 days) Gasoline Engines M270, M274, M276 and M278

T0841E-AU.P (e-Training) 6-/8-Cylinder Gasoline Engines. M276/M278

T1005F-AU.P (4 days) Gasoline & Diesel Engines. Diagnosis & Repair

T1004F-AU.P (2 days) Diesel Engines OM607, OM651 and OM642

T0873E-AU.P (e-Training) 4-Cylinder Gasoline Engines. M270/M274

FURTHER EDUCATION (12 days) T0888E-AU.P (e-Training) 9-Speed Automatic Transmission (725.0)

T1036F-AU.P (2 days) 9-Speed Automatic Transmission (725.0)

T1080F-AU.P (4 days) Gasoline and Diesel Engines. Innovations

T1510F-AU.P (2 days) Diesel engines. OM654

T1071F-AU.P (2 days) Gasoline Engines. M177 and M178. Diagnosis and repair

T0773F-AU.P (2 days) AMG Engine M133

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Passenger Cars System Technician Chassis and Active Safety EDUCATION (6 days)

T0076E-AU.P (e-Training) Brake Control and Active Driving Assistance Systems.

T0344F-AU.P (2 days) Brake Control and Active Driving Assistance Systems. Diagnosis and Repair

T0307F-AU.P (2 days) Vehicle Alignment

T0258F-AU.P (2 days) Suspension Systems. Diagnosis and Repair

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Passenger Cars System Technician Comfort and Safety EDUCATION (4 days)

T1273E-AU.P (e-Training) Telematics. Comfort. Diagnosing Telematics and Comfort Systems

T1124F-AU.P (2 days) Supplemental Restraint Systems • Drive Authorization Systems • Operation, Diagnosis and Repair

T0819F-AU.P (2 days) Air Conditioning Systems and Auxiliary Heaters. Emphasis on the S-Class (W/V222), A-Class and B-Class


T1121F-AU.P (2 days) Comfort and Climate Control Systems. C-Class and S-Class Coupé. Innovations

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Passenger Cars System Technician Telecommunication EDUCATION (4 days)

T0833F-AU.P (e-Training) Telecommunication Systems

T1269F-AU.P (2 days) Telematics. Operation and Function of Current Telecommunication Systems

T1273E-AU.P (e-Training) Telematics. Comfort. Diagnosing Telematics and Comfort Systems

T1518F-AU.P (2 days) Telematics. Diagnosing Telematics and Comfort Systems


T1516F-AU.P (2 days) Telematics. E-Class Model Series 213. Innovations

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Passenger Cars Diagnosis Technician EDUCATION (20 days)

T1012F-AU.P (1 day) Initial test

T0005F-AU.P (4 days) Diagnostic Strategy 2

T1016F-AU.P (1 day) Mercedes-Benz Certified Diagnosis Technician. Test

T1002F-AU.P (4 days) Electrical components, comfort and telematics

T0981F-AU.P (4 days) Drivetrain. M276 DEH ST and OM642 LS

T0982F-AU.P (4 days) Suspension

T0797F-AU.P (2 days) Test preparation


T1241F-AU.P (2 days) E-Class Model Series 213

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Passenger Cars Technical Training for Service Advisors FURTHER EDUCATION (4 days)

T1426F-AU.P (1 day) Market launch. E-Class Model Series 213 for Service Advisors

T0975F-AU.T (1 day) S-Class Plug In HYBRID Model Series 222 • Product Technology and Operation of Vehicle Systems for Service Advisors - Go

T1158F-AU.T (2 days) Overall Vehicle - Basic Knowledge for Advisors without Technical Qualification - Go

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The Qualification Pathways 2016 Passenger Cars After-Sales Non-Technical Training

September 2015

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For Competence in Service The Qualification Pathways The job profiles at Mercedes-Benz are an acknowledged concept for ensuring our competence in the service operation. Fast, targeted and therefore economical and customer-oriented services are ensured by the qualified and certified workshop specialists. To support these key functions in the service operation, the MBAuP Training Academy has created individually tailored qualification pathways for the individual job profiles. This brochure describes the qualification pathways for the qualified job profiles: • Service Advisor • Parts/Accessories Salesperson. • Workshop Controller. The presentation shows the logical sequence of the individual training modules.

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Passenger Cars / Vans Service Advisor

EDUCATION

V0023F-AU.SE (2 days) Service and Parts Managers Mentor Training for CSA, CSAT and C-Parts Certifications

V0058E-AU.SE (online) Initial Assessment PC & Van

V0068F-AU.P (2 days) Final test and Certification Role Simulation

V0060F-AU.SE (2 days) CSA Module 1 - Success in the Service Advisor Role.(Car/Van)

V0061F-AU.SE (2 days) CSA Module 2 - Realizing Cross-Selling Potentials (Car/Van) V0062F-AU.SE (2 days) CSA Module 3 – Self Management and Teamwork (Car/Van) V0063F-AU.SE (2 days) CSA Module 4 - Using Key Figures to Achieve Business Success (Car/Van) V0064F-AU.SE (1 day) CSA Module 5 - Brand Positioning and Competition (Car/Van) V0065F-AU.SE (2 days) CSA Module 6 - Successfully Marketing Service Products and Genuine Parts (Car/Van) V0066E-AU.SE (online) CSA/CSAT Module 7 - Warranty, Goodwill & Legal Fundamentals (E-Learning) V0067F-AU.SE (2 days) CSA Module 8 – Communication the key to Long-Term Customer Loyalty (Car/Van)

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Passenger Cars /Vans Service Advisor FURTHER EDUCATION

V0116F-AU.P (2 days) Customer Retention. Increasing customer loyalty through service differentiation V0035F-AU.P (2 days) Active Sales of Service and Products as part of service consultation at the vehicle

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Passenger Cars /Vans Parts/Accessories Salesperson

EDUCATION

V0023F-AU.SE (2 days) Service and Parts Managers Mentor Training for CSA, CSAT and C-Parts Certifications

V0102F-AU.P (2 days) C-Parts Module 1 - Success in the Role as Parts and Accessories Salesperson

V0107F-AU.P (1 day) Final test and certification

V0103F-AU.P (2 days) C-Parts Module 2 - Improving Sales through Teamwork

V0104F-AU.P (2 days) C-Parts Module 3 - Successful Argumentation for Parts and Accessories V0105F-AU.P (online) Warranty, Goodwill and Legal Fundamentals. Module 4 V0106F-AU.P (2 days) C-Parts Module 5 - Improving Customer Contact on the Telephone

FURTHER EDUCATION

V0092F-AU.P (2 days) Mercedes-Benz Genuine Accessories. Product Range and Presentation V0099F-AU.PTL (3 days) Competence in customer contact. Fit for field service. Successful Acquisition and Sales

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Workshop Controller Passenger Cars/Vans EDUCATION

X0010F-AU.SE (2 days) WC - Module 1 - Operational Control

X0019F-AU.SE (2 days) WC - Module 2 - Leading the Workshop Team

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The Qualification Pathways 2016 Passenger Cars Sales and Management Training

September 2015

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For Competence in Retail The Qualification Pathways The job profiles at Mercedes-Benz are an acknowledged concept for ensuring our competence in the retail operation. Fast, targeted and therefore economical and customer-oriented services are ensured by the qualified and certified dealer specialists. To support these key functions in the retail operation, the MBAuP Training Academy has created individually tailored qualification pathways for the individual job profiles. This brochure describes the qualification pathways for the qualified job profiles: • Certified Sales Consultant • Certified Manager in Retail. The presentation shows the logical sequence of the individual training modules.

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Passenger Cars C-Sales

BASIC QUALIFICATION FOR SALES CONSULTANTS AND CADETS (11 days)

S0072F-AU.P (2 days) C-Sales Kickoff for Sales Managers

S0116F-AU.P (2 days) Welcome to Mercedes (Module 1)

S0117F-AU.P (3 days) Effective Execution of Sales Process. (Module 2) S0118F-AU.P (2 days) Products & Competitors (Module 3) S0119F-AU.P (1 day) Finance, Leasing and Business Services (Module 4) S0120F-AU.P (2 days) Active Customer Contact & Retention (Module 5) S0121F-AU.P (1 day) Practical Application (Module 6) S0078F-AU.P (1 day) Final certification

X3022F-AU.P (3 days) C-Sales Fast-Track for experienced Sales Consultants

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Passenger Cars FURTHER EDUCATION FOR SALES CONSULTANTS. SALES SKILLS

S0097F-AU.P (2 days) Used Car Sales. Advanced Training

S0249F-AU.P (2 days) Price negotiation. Successful price negotiation in sales

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Passenger Cars FURTHER EDUCATION FOR SALES CONSULTANTS. PRODUCT KNOWLEDGE

S0400E-AU.P Market launch E-Class (W213)

S0378F-AU.P (2 days) Product Expertise. Mercedes-Benz Intelligent Drive Specialist.

S0442E-AU.P Market launch CLA Coupé Facelift and CLA Shooting Brake Facelift

S0276F-AU.P (2 days) Product Expertise. Telematics Specialist.

S0412E-AU.P Market launch Mercedes-Benz Maybach (X222)

S0445F-AU.P (1 day) Market launch new E-Class (W213)

S0398E-AU.P Market launch GLS Facelift (X166)

XXXXXF-AU.P (0,5 days) Q1 Product Roadshow

S0400E-AU.P Market launch C-Class Coupé (C205) and S-Class Cabriolet (A217)

XXXXXF-AU.P (0,5 days) Q3 Product Roadshow

S0403E-AU.P New Features and Modifications NTG 5.5

S0438E-AU.P New Features and Modifications NTG 5.X 2016

S0402E-AU.P Product and Sales Skills. Mercedes-Benz Intelligent Drive

S0437E-AU.P Product Expertise. Intelligent Drive 2016

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Passenger Cars C-Management

EDUCATION (14,5 days)

M0037F-AU (2 days) Leading the way to business success through maximum customer satisfaction. Kickoff M0006F-AU (2 days) From Strategy to Goal (Module 2) M0007F-AU (2 days) Maximizing Market Exploitation (Module 3) M0008F-AU (2 days) Management with indicators in Sales (Module 4a) M0039F-AU (2 days) Management with indicators in After-Sales (Module 4b) M0038F-AU (2 days) Process Management in Sales (Module 5a) M0040F-AU (2 days) Process Management in After-Sales (Module 5b) M0009F-AU (2 days) Employee Management via Leadership (Module 6) M0010F-AU (2 days) Recruiting and Developing Employees (Module 7) M0070F-AU (0,5 days) Final certification