MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Diagnostic Technician
Purpose of Position The Certified Diagnosis Technician is the specialist for systematically performing
complex diagnoses of defects, for monitoring repair processes, performing final
inspections and, if necessary, handing vehicles over to customers. He/she will support
co-workers not only with systematic diagnoses, but also during the following steps of the
repair process, thus ensuring professional solutions even in difficult cases. By optimizing
diagnostic procedures and passing on diagnostic know-how and information about
technical innovations to co-workers, the efficiency of the workshop will be enhanced.
As a representative of the Mercedes-Benz brand, the Certified Diagnosis Technician will
act in a reliable, credible and partner-oriented manner. He/she should think and act as a
service provider and respond competently towards co-workers and customers even in
stressful situations. By approaching customers and their property in a manner that
shows appreciation for their respective value, he/she should make a substantial
contribution to the brand image and to customer satisfaction. He/she will be required to
work independently and develop his/her individual strategies for solving problems that
arise.
Roles and Responsibilities
Key Performance Indicators
Preparing work Receive and check the contents of the workshop order form.
Register the handling time and check the vehicle’s history.
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Diagnostic Technician
Conduct fault diagnosis (including pre-diagnosis)
Receive the vehicle and immediately fit fender covers
During pre-diagnosis, use checklists, on the basis of which the proper execution of each step can be checked and documented correctly
Conduct complex diagnoses and pre-diagnoses of vehicles systematically and professionally, using appropriate diagnostic tools and aids (visual control, on-board diagnosis, test drive and off-board diagnosis).
Document the results of pre-diagnosis on the workshop order.
Check that equipment and data are up to data and of the right quality and prepares the vehicle and/or the required diagnostic tools.
Contact the customer, if necessary, in order to obtain additional information about malfunctions.
Collaborate with the System Technician or Workshop foreman/Workshop Manager to perform difficult diagnoses under dynamic test conditions in the workshop or on the road.
Identify the cause of specific malfunctions and initiates possible measures for remedying the problem.
Compare the current state of the vehicle with common production configurations and evaluates its technical condition.
Document diagnostic methods and procedures in a suitable diagnosis database.
When particularly complex technical problems arise and/or diagnoses produce no results, the Diagnostic Technician should turn to the Diagnosis Expert in the Dealer Technical Assistance Center (DTAC).
Contact the Dealer Technical Assistance Center (DTAC)) to minimize excess time spent on warranty and goodwill work.
Provide support for diagnoses and repairs
Advise and support the workshop personnel in difficult diagnostic cases.
Ensure that the workshop personnel conduct diagnoses systematically. Advise and support the workshop personnel when they need information
Conduct internal ordering of repair work based on the diagnosis produced, using the prescribed tools and equipment in consultation with the System Technician or Maintenance Technician. Conduct the work him/herself in certain cases.
Check or make modifications based on the diagnosis produced.
Perform final tests of function and quality to ensure that the repairs carried out will hold.
Support retrofitting and putting into service of complex special equipment, or carries out such retrofitting him/herself.
Perform all special tasks.
If diagnosis does not produce a specific result or findings, or he/she takes too long to produce a diagnosis, he/she should contact the Diagnosis Support Center and obtain external support from there.
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Diagnostic Technician
Conduct final checks and vehicle hand-over
Perform final checks on the vehicle being repaired, using testing and measuring equipment, to ensure repairs have been carried out in full, and that the vehicle is roadworthy and functionally reliable.
Check functional reliability of main components and systems under dynamic testing conditions.
Check whether the vehicle is leaving the workshop in perfect condition.
In consultation with the Certified Service Advisor, he/she hands over the repaired vehicle personally to the customer and explains both the results of diagnosis and the work performed on the vehicle.
If necessary, give the customer additional handling instructions.
If requested by the customer or asked by the Service Adviser, perform a test drive with the customer.
Perform relevant tasks as required
Give co-workers in the workshop technical advice and information about product-specific problems.
Establish and maintain contact with Dealer Technical Assistance Center (DTAC) in order to solve difficult technical problems more quickly.
Routinely pass on data regarding the results of diagnoses (diagnosis database) to contacts in the relevant Support Centers.
Independently acquire the necessary knowledge for diagnosing new products, and acts as a multiplier by passing on this knowledge as to his co-workers.
Advise customers on technical matters and subsequent installation of special equipment, showing customers how to handle and operate such equipment.
Prepare technical reports on products, detailing vehicle defects, describing causes of defects and appropriate optimization measures, and confer with the Certified Service Advisor and the Workshop Foreman on said document. (TIPS)
Initiate orders for special tools, in consultation with the workshop management, for diagnosing and repairing new products and systems
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Diagnostic Technician
Declaration of Acceptance:
Staff Member
I the undersigned, hereby state that I understand the contents detailed in this document and accept it as my Key Performance Areas with the related Key Performance Indicators.
Name and Surname
Designation
Signature
Date
Immediate Manager
Name and Surname
Designation
Signature
Date
Human Resources Manager
Name and Surname
Designation
Signature
Date
Please Note:
This document represents the minimum requirements from a Mercedes-Benz perspective. Dealers do have the right to ADD to the Position Profile – but MAY NOT delete or ignore any of the detailed Key Performance Areas.
Dealers are welcome to contact the following Mercedes-Benz staff member for additional information:
Kgaudi Mahlangu: [email protected]
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Maintenance Technician
Purpose of Position The Maintenance Technician is first and foremost an expert for performing all
customer service work (inspection) and defined assembly/maintenance repairs
to highest standards of quality and efficiency, and in doing so promotes the
brand image with reliable and cost-efficient work. By professionally performing
all customer services, defined retrofitting of accessories and maintenance
repairs, makes a substantial contribution towards preserving the value of
customers’ vehicles.
By treating customers’ property in a manner that shows appreciation for its
value, and with his expertise and attitude towards the brand and the product,
fosters the image of the product and the service organization, thus contributing
to customer satisfaction as well. Supports the System Technician to carry out
more complex repair work on entire systems
Roles and Responsibilities
Key Performance Indicators
Conduct inspection
Conduct a visual inspection and/or on-board diagnosis during the pre-diagnosis step
Conduct work preparation
Receive the workshop order and check its content for accuracy and understanding.
Locate the vehicle and drive it to the relevant workshop bay and fit fender cover.
During pre-diagnosis, use checklists, on the basis of which the proper execution of each step can be checked and documented correctly
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Maintenance Technician
Conduct repair and/or maintenance
Conduct research in the workshop information system and check it is up to date and of the right quality.
Prepare the operating equipment and bring the necessary parts to the workshop bay.
Perform all maintenance services in accordance with manufacturer’s specifications and the maintenance schedule/maintenance computer.
Perform all visual inspections, calibration work, adjustments, replaces and tops up service fluids, replaces wearing parts (e.g., brake pads).
Identify deviations, irregularities and unusual wear and tear and initiate additions to order/feedback to customer.
Reset maintenance systems as per internal processes and procedures.
Replace dismantled parts and prepare their return to maker if they are parts that can be reconditioned.
Perform defined assembly and repair work, in collaboration and/or under supervision of a System or Diagnosis Technician (e.g., replacement of main components, replacement of suspension struts, etc.).
Document any work carried out, record the working hours and return the workshop order to Team Leader/Workshop controller.
Pass on the vehicle to the correct individual and tidy the workshop bay.
Perform relevant tasks as required
Retrofit and put into service of accessories and mounted parts (e.g., roof rack system, radio installation if pre-wired, etc.) as required
Administer Parts Process
Request parts as required according to internal processes and procedures
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Maintenance Technician
Declaration of Acceptance:
Staff Member
I the undersigned, hereby state that I understand the contents detailed in this document and accept it as my Key Performance Areas with the related Key Performance Indicators.
Name and Surname
Designation
Signature
Date
Immediate Manager
Name and Surname
Designation
Signature
Date
Human Resources Manager
Name and Surname
Designation
Signature
Date
Please Note:
This document represents the minimum requirements from a Mercedes-Benz perspective. Dealers do have the right to ADD to the Position Profile – but MAY NOT delete or ignore any of the detailed Key Performance Areas.
Dealers are welcome to contact the following Mercedes-Benz staff member for additional information:
Kgaudi Mahlangu: [email protected]
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Systems Technician
Purpose of Position The System Technician is the expert for diagnosing and repairing malfunctions in
defined fields, and services all the current overall vehicle systems in those fields for the
MB passenger car and/or vans and/or truck range.
Due to this extensive specialist knowledge of vehicle systems and highly developed
diagnostic expertise, and is able to handle even large-scale repair orders in this field
without supervision, thus making the customer’s vehicle operational again in an efficient
(fast and cost-saving) manner.
By treating customers’ property in a manner that shows appreciation for its value, and
with the expertise and attitude towards the brand and the product, which fosters the
image of the product and the service organization, thus contributing to customer
satisfaction as well.
When taking over and transferring tasks and responsibilities, it is essential to ensure that
all information is received and explained directly from the Service Advisor in as detailed
a manner as possible, so that subsequent steps in the process can be carried out in the
best way possible.
Roles and Responsibilities
Key Performance Indicators
Conduct Work Preparation
Receive the workshop order and check its content for accuracy and understanding
Fit fender covers to the vehicle.
During pre-diagnosis, use checklists, on the basis of which the proper execution of each step can be checked and documented correctly
Perform Diagnosis
Perform the visual inspection.
Perform difficult and complex diagnoses in his/her respective field using the latest diagnostic technology, approaches/methods and procedures.
Perform systematic and structured diagnoses (in accordance with diagnosis strategy) using information from customer complaints, current values and stipulations in the diagnosis assistance systems.
MBSA Dealer Training Academy
Version Number 1
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Systems Technician
Conduct Repair and /or Maintenance
Conduct research in the workshop information system and check it is up to date and of the right quality.
Dismantle and mount equipment without supervision, including adjustment and calibration work, with own quality checks (e.g., repairing automatic transmissions or fixing complaints about engine running characteristics).
Install major and complex components and systems in vehicles, networks these with the vehicle systems and puts them into service in an expert manner (e.g., depending on field, telematics equipment, auxiliary heaters, tow bars, etc.).
Independently plan and perform all complex repair work necessary to restore system functions, using all workshop information systems that are available.
Inspect disassembled and dismantled parts and replace them with new or reconditioned parts.
Independently conduct final inspections and functional tests in relation to all complex repair work.
Return parts (old/unusable parts) and document the work carried out.
Keep the workplace clean and tidy at all times
Record the hours worked and give the workshop order back to Team Leader/Workshop controller.
Perform relevant tasks as required
Parameterizes with the aid of STAR Diagnose and other systems and update (“flashes”) software in his/her field of work.
Ensure proper reverse documentation, e.g. of software updates, warranty processing and statutory tasks requiring documentation (e.g., emission test, speedometer checks, depending on specific national regulations).
Perform diagnostic and repair services for defined and qualified fields (detailed listing in the Annex):
drive and traction systems/functions
directional stability and driving safety systems/functions
comfort and safety systems/functions/telecommunications and HMI systems/functions
Support Processes (Parts Process)
Draw up a parts requisition list accurately according to internal processes and procedures
Return used or defective parts or dispose of them according to company policy in a timely manner
MBSA Dealer Training Academy
Version Number 1
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Systems Technician
Declaration of Acceptance:
Staff Member
I the undersigned, hereby state that I understand the contents detailed in this document and accept it as my Key Performance Areas with the related Key Performance Indicators.
Name and Surname
Designation
Signature
Date
Immediate Manager
Name and Surname
Designation
Signature
Date
Human Resources Manager
Name and Surname
Designation
Signature
Date
Please Note:
This document represents the minimum requirements from a Mercedes-Benz perspective. Dealers do have the right to ADD to the Position Profile – but MAY NOT delete or ignore any of the detailed Key Performance Areas.
Dealers are welcome to contact the following Mercedes-Benz staff member for additional information:
Kgaudi Mahlangu: [email protected]
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Workshop Foreman
Purpose of Position The Workshop Foreman is responsible for maximizing service sales and profitability by
creating customer confidence in the Dealership by providing quality service.
He/she needs to ensure that a “fix right first time” standard is maintained by effectively
supervising and motivating workshop staff to obtain maximum productivity, efficiency
and customer satisfaction.
When taking over and transferring tasks and responsibilities, it is essential to ensure that
all information is received and explained directly from the Service Advisor in as detailed
a manner as possible, so that subsequent steps in the process can be carried out in the
best way possible.
Roles and Responsibilities
Key Performance Indicators
Manage and develop
Workshop staff
Develop and implement a staff resource plan in response to the needs of the workshop
Manage and record staff leave, training and other “non-billable” time correctly in order to minimise the impact on productivity and revenues - in conjunction with the Workshop Manager
Motivate team members using appropriate and approved methods to produce their best results
Ensure efficient and correct “loading” of workshop hours
Ensure that CSI is consistently above Group minimum standard at all times
Manage and maintain
Workshop
Productivity
Standards
Develop and commit to relevant labour sales and profit targets in relation to the Workshop
Manage and monitor labour sales and workshop profitability at all times
Conduct effective Workshop Planning
Maintain and monitor Productivity reports
Maintain a database recording the mechanics/ technicians time and efficiency analysis
Assist technical staff with problems and facilitate on the job training
Ensure that warranty work is done in accordance with MPC standard warranty policies and procedures
Ensure that all sundries and controlled wastages of consumables are minimized
Plan staff leave, training and other “non-productive” times efficiently in order to minimize negative effects on productivity
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Workshop Foreman
Monitor and improve Customer Service levels
Ensure customer needs are attended to and actioned according to agreed deadlines and quality standards.
Monitor and maintain a ‘first time right’ policy for repairs.
Improve and maintain customer service index percentages to agreed standards.
Accurately identify customer needs and ensure that the correct action is taken in accordance to these needs
Provide accurate and timely quotations when required.
Ensure that customers are aware of payment procedures if necessary.
Pre-write job cards if necessary.
Establish authorization for extra work.
Fill out job cards in full and accurately according to agreed deadlines
Protect customers’ property at all times
Explain all items of work at handover if necessary.
Ensure that vehicles are tested properly after work is complete, i.e. This will involve test driving the vehicle as required.
Ensure that jobs pre-costed and invoiced before customer collection time
Provide timeous feedback to customers where necessary
Manage and monitor the technical quality of work performed by team members
Provide efficient and effective internal communication
Liaise with the Parts Department regularly and according to agreed processes to ensure timeous availability of parts
Ensure that all communication with other departments, staff and MPC is conducted effectively and in an effort to enhance the Customer Satisfaction Index
Ensure that all internal and external communication is open and honest at all times
Monitor administration processes
Ensure that all relevant MPC core standards are adhered to at all times
Monitor quality standards and legal requirements
Ensure that Technicians supply their own hand tools and have the relevant equipment to perform their daily job functions
Ensure that all tools are kept in good working condition and are used correctly
Ensure that correct technical information is available and used by Technicians
Ensure that all conditions of the OHS Act are adhered to at all times
Ensure that all work areas are clean and tidy at all times
Manage and drive personal and professional development
Stay abreast of industry developments e.g. new products, warranty, maintenance
Ensure that all product, technical training is attended as per MPC requirements
Update the WIS, Star Diagnosis and other relevant documentation
Ensure that all information in the WIS and Star Diagnosis are up-to-date and accurate at all times
Accept responsibility for the transfer of skills to apprentices/learners by teaching, mentoring, coaching to ensure learning outcomes are achieved
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Workshop Foreman
Declaration of Acceptance:
Staff Member
I the undersigned, hereby state that I understand the contents detailed in this document and accept it as my Key Performance Areas with the related Key Performance Indicators.
Name and Surname
Designation
Signature
Date
Immediate Manager
Name and Surname
Designation
Signature
Date
Human Resources Manager
Name and Surname
Designation
Signature
Date
Please Note:
This document represents the minimum requirements from a Mercedes-Benz perspective. Dealers do have the right to ADD to the Position Profile – but MAY NOT delete or ignore any of the detailed Key Performance Areas.
Dealers are welcome to contact the following Mercedes-Benz staff member for additional information:
Kgaudi Mahlangu: [email protected]
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Workshop Manager
Purpose of Position To ensure that every customer’s car is serviced and repaired correctly the first
time to the manufacturer’s standards within the flat rate time allowed for the job.
This will be achieved through a team of competent, motivated people using the
correct procedures and equipment. By this the service department will meet
agreed CSI targets while attaining agreed labour sales and profits.
To maximize service sales and profitability by creating customer confidence in
the Dealership by providing quality service. Maintaining a “fix right first time”
standard by effectively supervising and motivating workshop staff to obtain
maximum productivity, efficiency and customer satisfaction.
When taking over and transferring tasks and responsibilities, it is essential to
ensure that all information is received and explained directly from the Service
Advisor in as detailed a manner as possible, so that subsequent steps in the
process can be carried out in the best way possible.
Roles and Responsibilities
Key Performance Indicators
Manage and develop
human resources
Develop and implement a staff resource plan in response to the needs of the workshop
Recruit relevant employees according to internal processes and procedures
Identify training needs for workshop staff and initiate suitable training in conjunction with MPC standards.
Ensure that relevant EE requirements are met according to the EE plan
Manage and record staff leave, incentives and overtime payments according to internal procedures
Ensure that Performance Contracts are in place for all team members
Complete relevant Performance Management meetings and associated documentation for all team members
Conduct Performance Management reviews at agreed times.
Identify, in conjunction with individual team members, individual training and development needs
Ensure that training and development plans are in place for all team members
Ensure that relevant ‘skill mix’ ratios are maintained according to agreed standards.
Implement and monitor performance based incentive bonuses
Adhere to agreed Group manpower policies.
Conduct staff meetings and report back sessions at least once per month
Ensure that CSI is consistently above Group minimum standard at all times
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Workshop Manager
Manage and maintain
Workshop
Productivity
Standards
Develop and commit to relevant labour sales and profit targets in relation to the Workshop
Manage and monitor labour sales and workshop profitability at all times
Conduct effective Workshop Planning
Maintain and monitor Productivity reports
Maintain a database recording the mechanics/ technicians time and efficiency analysis
Assist technical staff with problems and facilitate on the job training
Ensure that warranty work is done in accordance with MPC standard warranty policies and procedures
Ensure that all sundries and controlled wastages of consumables are minimized
Plan staff leave, training and other “non-productive” times efficiently in order to minimize negative effects on productivity
Manage and improve Customer Service levels
Conduct customer needs analysis according to agreed timelines
Review CSI ratings regularly with the team against targets and develop action plans to improve the rating
Ensure all customer complaints are recorded and actioned.
Take action to prevent recurrence of complaints.
Maintain ongoing telephone and face to face contact with fleet owners.
Set and attain customer retention targets.
Monitor and improve customer follow-up systems.
Provide performance incentives for achievement of production, quality and customer service targets.
Manage and monitor the technical quality of work performed by team members
Manage and improve internal and external Communication Processes
Establish and maintain effective inter-departmental communication processes
Communicate proactively with MPC on areas of mutual interest
Ensure that internal and external communications occur timeously and according to agreed deadlines
Ensure that all communication with other departments, staff and MPC is conducted effectively and in an effort to enhance the Customer Satisfaction Index
Ensure that all internal and external communication is open and honest at all times
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Workshop Manager
Manage and monitor the appointment and booking process
Ensure that all booking and appointment processes are adhered to according to quality standards and customer requirements
Escalate any problems to management in a timely manner
Ensure that all customers are aware of and understand company procedures
Ensure that the appointment and booking process meets customer requirements as much as possible
Make appointments and bookings as and when required
Manage and monitor administration processes
Monitor warranty claims and ensure that penalties are minimised
Minimise outwork
Management of quality standards and legal requirements
Ensure that Technicians supply their own hand tools and have the relevant equipment to perform their daily job functions
Ensure that all tools are kept in good working condition and are used correctly
Ensure that correct technical information is available and used by Technicians
Ensure that all conditions of the OHS Act are adhered to at all times
Ensure that all work areas are clean and tidy at all times
Manage and drive personal and professional development
Stay abreast of industry developments e.g. new products, warranty, maintenance
Ensure that all product, technical training is attended as per MPC requirements
Update the Workshop Manual when required
Ensure that all information in the Workshop Manual is up-to-date and accurate at all times
Accept responsibility for the transfer of skills to apprentices/learners by teaching, mentoring, coaching to ensure learning outcomes are achieved
MBSA Dealer Training Academy
Version Number
© Mercedes-Benz South Africa – Dealer Training Department
Position Profile: Workshop Manager
Declaration of Acceptance:
Staff Member
I the undersigned, hereby state that I understand the contents detailed in this document and accept it as my Key Performance Areas with the related Key Performance Indicators.
Name and Surname
Designation
Signature
Date
Immediate Manager
Name and Surname
Designation
Signature
Date
Human Resources Manager
Name and Surname
Designation
Signature
Date
Please Note:
This document represents the minimum requirements from a Mercedes-Benz perspective. Dealers do have the right to ADD to the Position Profile – but MAY NOT delete or ignore any of the detailed Key Performance Areas.
Dealers are welcome to contact the following Mercedes-Benz staff member for additional information:
Kgaudi Mahlangu: [email protected]