The Qualification Pathways 2017 Passenger Cars After-Sales Technical and non-technical Sales and Management. November 2016

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1 The Qualification Pathways 2017 Passenger Cars After-Sales Technical and non-technical Sales and Management November

2 MBAuP Training Academy v.1 21/11/2016 1

3 The Qualification Pathways 2017 Passenger Cars After-Sales Technical Training November 2016

4 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: Apprentice Maintenance Technician System Technician Drivetrain System Technician Chassis System Technician Comfort and Passive Safety / Telecommunications 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. 1

5 Qualification Pathways for the Workshop Certified Diagnosis Technician Certified Job Profile System Technician Drivetrain System Technician Chassis Qualified Job Profiles System Technician Comfort & Passive Safety Telecommunication Maintenance Technician Qualified Job Profile Apprentice 2

Education Types and Training levels Education All target groups must complete clearly defined qualification measures which provide them with the necessary competence to fulfil

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

Service training covers product launches or introductions for the vehicle systems, basic information on electrical systems, electronics, chassis, and occupational safety, as

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.

6 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. 3

7 Apprentice YEAR 1 (online training only) S0004E-AU.P (e-training) Welcome to Daimler T0765E (CBTonline) Vehicle Identification T0654E (CBTonline) WISnet T0724E (CBtonline) Automotive Fundamentals 1 T0628E (CBTonline) Fundamentals Electrics T1140E (CBTonline) Automotive Fundamentals 1B T0725E (CBTonline) Automotive Fundamentals 2A T0664E (CBTonline) Fundamentals Service T0674E (CBTonline) Combustion Engines T0655E (CBTonline) EPCnet T0652E (CBTonline) Wheels & Tyres 1 T0653E (CBTonline) Wheels & Tyres 2 T0654E (CBTonline) Wheels & Tyres 3 YEAR 2 T0662E (CBTonline) Alternative Drive 1 T0103E-AU.PTL (e-training) Alternative Drives. High-Voltage Systems in Motor Vehicles T0213F-AU.P (e-training) Mercedes-Benz Product Technology. Maintenance & Service P0019F-AU.PTL (2 days) WIS/ASRA T0177F-AU.P (2 days) Xentry Kit & Star Diagnosis Level I T0307F-AU.P (2 days) Vehicle Alignment T0216F-AU.P (1 day) Mercedes-Benz Maintenance Service YEAR 3 T0219F-AU.P (2 days) Electrical I T0788F-AU.P (2 days) Wiring harness repair-basic T0220F-AU.P (2 days) Electrical II 4

8 Maintenance Technician EDUCATION (11 days) T0213F-AU.P (e-training) 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 5

HYBRID AND ELECTRIC VEHICLE QUALIFICATION (4 days) T0103E-AU.PTL (e-training) Alternative Drives. High-Voltage Systems in Motor Vehicles T0001F-AU.

9 HYBRID AND ELECTRIC VEHICLE QUALIFICATION (4 days) T0103E-AU.PTL (e-training) Alternative Drives. High-Voltage Systems in Motor Vehicles T0001F-AU.PTL (1 day) High-Voltage Qualification for Motor Vehicles T1624F-AU.P (2 days) High-Voltage Product Qualification (up to year model 2017) T1481E-AU.P (AKUBIS ) Market launch E-Class PLUG-IN HYBRID Model Series BASIC T1482E-AU.P (AKUBIS ) Market launch E-Class PLUG-IN HYBRID Model Series ADVANCED T1192F-AU.P (1 day) Alternative Drives. Manual disconnect on the HV-On Board Electrical System and HV Testing 6

System Technician Drivetrain EDUCATION (14 days) T0445E-AU.P (e-training) Fundamentals of SD Connect with On-Board electrics T0514F-AU.P (2 days) On-Board Electrical and Bus Systems T0004F-AU.

10 System Technician Drivetrain EDUCATION (14 days) T0445E-AU.P (e-training) Fundamentals of SD Connect with On-Board electrics T0514F-AU.P (2 days) On-Board Electrical and Bus Systems T0004F-AU.PTL (4 days) Diagnosis Strategy I T0081E-AU.P (e-training) Current CDI Engines T0841E-AU.P (e-training) 6-/8-Cylinder Gasoline Engines. M276/M278 T0873E-AU.P (e-training) 4-Cylinder Gasoline Engines. M270/M274 T1005F-AU.P (4 days) Gasoline & Diesel Engines. Diagnosis & Repair T1003F-AU.P (2 days) Gasoline Engines M270, M274, M276 and M278 T1004F-AU.P (2 days) Diesel Engines OM651 and OM642 FURTHER EDUCATION (9 days) T0888E-AU.P (e-training) 9-Speed Automatic Transmission (725.0) T1621E-AU.P (e-training) Diesel Engine OM654 and OM656 T0788F-AU.P (2 days) Wiring harness repair-basic T1036F-AU.P (2 days) 9-Speed Automatic Transmission (725.0) T1510F-AU.P (2 days) Diesel engines. OM654. Diagnosis and Repair T0773F-AU.P (1 day) AMG Engine M133 T1071F-AU.P (2 days) Gasoline Engines. M177 and M178. Diagnosis and repair 7

System Technician Chassis EDUCATION (12 days) T0445E-AU.P (e-training) Fundamentals of SD Connect with On-Board electrics T0514F-AU.P (2 days) On-Board Electrical and Bus Systems T0004F-AU.

11 System Technician Chassis EDUCATION (12 days) T0445E-AU.P (e-training) Fundamentals of SD Connect with On-Board electrics T0514F-AU.P (2 days) On-Board Electrical and Bus Systems T0004F-AU.PTL (4 days) Diagnosis Strategy I 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 FURTHER EDUCATION (2 days) T0788F-AU.P (2 days) Wiring harness repair-basic 8

12 System Technician Comfort and Passive Safety / Telecommunication EDUCATION (15 days) T0445E-AU.P (e-training) Fundamentals of SD Connect with On-Board electrics T0514F-AU.P (2 days) On-Board Electrical and Bus Systems T0004F-AU.PTL (4 days) Diagnosis Strategy I T1124F-AU.P (2 days) Comfort and Climate Control Systems Drive Authorization Systems Operation, Diagnosis and Repair T1269F-AU.P (2 days) Telematics. Operation and Function of Current Telecommunication Systems T0819F-AU.P (2 days) Air Conditioning Systems and Auxiliary Heaters. Emphasis on the S-Class (W/V222), A-Class and B-Class T1354F-AU.P (1 day) Supplemental Restraint Systems Restraint, Knee, Airbag and Safety Systems T1273E-AU.P (e-training) Telematics. Comfort. Diagnosing Telematics and Comfort Systems T1518F-AU.P (2 days) Telematics Diagnosis on telematics and comfort systems FURTHER EDUCATION (4 days) T0788F-AU.P (2 days) Wiring harness repair-basic T1516F-AU.P (2 days) Telematics. E-Class Model Series 213. Innovations 9

Diagnosis Technician EDUCATION (16 days) T1012F-AU.P (1 day) Initial test T0005F-AU.P (4 days) Diagnostic Strategy 2 T1278F-AU.P (4 days) Telecommunications and Comfort Systems T0981F-AU.

13 Diagnosis Technician EDUCATION (16 days) T1012F-AU.P (1 day) Initial test T0005F-AU.P (4 days) Diagnostic Strategy 2 T1278F-AU.P (4 days) Telecommunications and Comfort Systems T0981F-AU.P (4 days) Drivetrain T1015F-AU.P (2 days) Test preparation T1016F-AU.P (1 day) Mercedes-Benz Certified Diagnosis Technician. Test FURTHER EDUCATION (2 days) T1617F-AU.P (2 days) E-Class Model Series

14 Technical Training for Service Advisors FURTHER EDUCATION (4 days) T1158F-AU.T (2 days) Overall Vehicle - Basic Knowledge for Advisors without Technical Qualification - Go T1592F-AU.P (2 days) Innovations and customer contact Intelligent Drive, Telematics, e-mobility for Service Advisors -Module 1-11

15 The Qualification Pathways 2017 Passenger Cars After-Sales Non-Technical Training November

16 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. 1

17 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. 2

18 Service Advisor EDUCATION (20 days) 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 V0060F-AU.SE4 (4 days) Certified Service Advisor The Service Advisor as a Key Figure Module 1 V0061F-AU.SE4 (4 days) Certified Service Advisor Realizing Cross Selling Potentials Module 2 V0062F-AU.SE4 (2 days) Certified Service Advisor Self Management and Teamwork Module 3 V0064F-AU.PT4 (1 day) Certified Service Advisor - Brand Positioning and Competition in Service Module 4 V0065F-AU.PT4 (3 days) Certified Service Advisor Selling Service Products and Parts Module 5 V0066E-AU.SE (online) Certified Service Advisor - Warranty, Goodwill & Legal Fundamentals (E-Learning) Module 6 V0067F-AU.SE4 (4 days) Certified Service Advisor Convincing Communication Skills in Challenging Situations Module 7 V0068F-AU.PT4 (2 days) Final test and Certification Role Simulation 3

Parts/Accessories Salesperson EDUCATION V0023F-AU.SE (2 days) Service and Parts Managers Mentor Training for CSA, CSAT and C-Parts Certifications V0102F-AU.

19 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 (3 days) C-Parts Module 1 - Success in the Role as Parts and Accessories Salesperson V0103F-AU.P (3 days) C-Parts Module 2 - Improving Sales through Teamwork V0104F-AU.P (3 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 (3 days) C-Parts Module 5 - Improving Customer Contact on the Telephone V0107F-AU.P (2 days) Final test and certification FURTHER EDUCATION V0099F-AU.PTL (3 days) Competence in Trade Parts Customer Contact 4

20 Workshop Controller EDUCATION X0010F-AU.SE (2 days) WC - Module 1 - Operational Control X0019F-AU.SE (2 days) WC - Module 2 - Leading the Workshop Team 5

21 The Qualification Pathways 2016 Passenger Cars Sales and Management Training November

22 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 Cadet/Consultant Certified Manager in Retail. The presentation shows the logical sequence of the individual training modules. 1

chassis, and occupational safety, as well as operation and structural design of systems.

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

23 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) Run (advanced training) Fly (specialist 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 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 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. 2

C-Sales BASIC QUALIFICATION FOR SALES CADETS AND CONSULTANTS (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.

24 C-Sales BASIC QUALIFICATION FOR SALES CADETS AND CONSULTANTS (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 3

25 FURTHER EDUCATION FOR SALES CONSULTANTS. SALES SKILLS S0249F-AU.P (2 days) Price negotiation. Successful price negotiation in sales 4

26 FURTHER EDUCATION FOR SALES CONSULTANTS. PRODUCT KNOWLEDGE S0492E-AU.P Market Launch. E-Class All-Terrain. Go S0440E-AU.P Market Launch. E-Class Coupé and GLA FL X156. AKUBIS direct sales. Go S0496E-AU.P Market Launch. AMG GT R & GT Roadster. AKUBIS direct sales. Go S0438E-AU.P Product Expertise. New Features and Modifications NTG 5.X 2016 S0437E-AU.P Product Expertise. Intelligent Drive 2016 S0491E-AU.P Market launch. S-Class Facelift W/V/X 222 S0494E-AU.P Market launch. E-Class Cabriolet A238. AKUBIS direct sales. Go S0456E-AU.P Best Customer Experience. Our customers want the best possible experience AKUBIS direct sales. Go XXXXXF-AU.P (0,5 days) 2017 Q1 Product Roadshow XXXXXF-AU.P (0,5 days) 2017 Q3 Product Roadshow 5

27 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 6

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

The Qualification Pathways 2016 Passenger Cars After-Sales Sales and Management September 2015 0 MBAuP Training Academy v.1.0 25/09/2015 1 The Qualification Pathways 2016 Passenger Cars After-Sales Tehnical