International competition for Mercedes-Benz service staff
Mercedes-Benz Global TechMasters competition enhances
service quality
Dr. Dieter Zetsche, Toto Wolff and Nico Rosberg stress the importance of •
outstanding service and perfect teamwork – in Formula 1, in the workshop
and at the Global TechMasters.
Dr. Martin Zimmermann, Head of Global Service & Parts Mercedes-Benz •
Passenger Cars and smart: "We aspire to provide our customers with the
best possible service. The Global TechMasters competition helps to
continuously improve the quality of our service operations and parts
business. The success of our efforts here is confirmed year after year by
numerous independent surveys in which we are awarded top marks for the
Mercedes-Benz service."
More than 12,000 employees from the Mercedes-Benz organisation took •
part.
The best Mercedes-Benz passenger car workshop team in 2014 comes from •
Germany.
Stuttgart – The Mercedes-Benz After Sales 'world championship' took place in
Stuttgart from 18 to 20 November – a few days before the two MERCEDES AMG
PETRONAS drivers Nico Rosberg and Lewis Hamilton will compete to decide the
Formula 1 world championship. The Mercedes-Benz Global TechMasters is an
international competition for Mercedes-Benz workshop employees and service
staff, and this is the ninth time it has been held. In the run-up to the Global
TechMasters this year, more than 12,000 employees from around the world took
part in national prequalifying rounds with 90 national champions from 15 countries
qualifying for the finals. In Stuttgart, the participants demonstrated their skills in
practical tests and theory.
Zetsche, Wolff and Rosberg praise the performance of service staff
Dr. Dieter Zetsche, Chairman of the Board of Management of Daimler AG and Head
Press Information
November 21, 2014
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Mercedes-Benz – A Daimler Brand
Page 2 of Mercedes-Benz Cars, Toto Wolff, Head of Mercedes-Benz Motorsport, and Nico
Rosberg praised the performance of Mercedes-Benz workshop employees and
service staff in their video messages at the Global TechMasters awards ceremony.
They stressed the importance of outstanding service and teamwork for customer
satisfaction. "Good products can gain us customers, but it takes great service to
keep them," said Dr. Dieter Zetsche. Toto Wolff highlighted the similarities between
Mercedes-Benz service staff and the members of the Formula 1 team: "Each team
member with his or her individual role is of crucial importance. At the end we are
only successful if the whole team perfectly fits together like pieces of a puzzle.”
The winners: the best passenger car workshop team in 2014 comes from
Germany
At the ceremony in the final evening of the Global TechMasters competition prizes
were awarded to the winners of each individual category as well as the best
workshop team. The strongest overall performance in 2014 was achieved by the
team from Germany.
The winners of the individual categories were as follows:
• 1st place “Certified Service Advisor”: Spain
• 1st place “Certified Diagnostic Technician”: Germany
• 1st place “System Technician – Powertrain”: Argentina
• 1st place “System Technician – Driving Stability”: Germany
• 1st place “Accessories Salesperson”: Japan
• 1st place “Maintenance Technician”: China
Aim of the competition is a continuous quality improvement
The awards were presented by Christian Vietoris, the German Touring Car
Championship (DTM) racing driver, and Dr. Martin Zimmermann, Head of Global
Service & Parts Mercedes-Benz Passenger Cars and smart. "We aspire to provide
our customers with the best possible service," commented Dr. Zimmermann. "The
Global TechMasters competition helps us to continuously improve the quality of our
service operations and parts business. The success of our efforts here is confirmed
year after year by numerous independent surveys in which we are awarded top
marks for the Mercedes-Benz service."
Mercedes-Benz Global TechMasters
Mercedes-Benz Global TechMasters is an international competition designed to
enhance the motivation and skills of Mercedes-Benz service employees in more
Daimler Communications, 70546 Stuttgart, Germany
Mercedes-Benz – A Daimler Brand
Page 3 than 20 countries. The various countries applied centrally to take part in this
competition, and the entrants from each country were then decided in qualifying
rounds. This year's finalists came from Argentina, Belgium, Brazil, China, Germany,
Spain, India, Ireland, Japan, Portugal, Canada, Switzerland, South Africa, South
Korea and Russia.
The objective of the Mercedes-Benz Global TechMasters competition is to discover
the 'best' candidate within each job profile and the best team performance. The
competition tests the entrants' practical skills, their technical expertise and their
abilities as team players viewed over the entire process from the initial receipt of a
customer's vehicle and the customer interview to the prediagnosis and repair
stages and, finally, the handover of the vehicle to the customer. The test is
supplemented by general questions on tools, products and processes in service
operations and the parts business and on service advisors' culturally sensitive and
country-specific behaviour.
This competition is very important for ensuring outstanding customer care in day-
to-day business and for providing high-quality and long-term training and
development for employees. The Mercedes-Benz Global TechMasters competition
impressively demonstrates how the members of a highly diverse team interact with
each other. The optimum use of each team member's individual capabilities
nurtures and brings to life a culture of excellence.
Mercedes-Benz Service and Parts
Global Service & Parts Mercedes-Benz Cars (GSP) is responsible for the service
operations and parts business of Mercedes-Benz Passenger Cars as well as all
operational and logistics processes for Mercedes-Benz Passenger Cars, Daimler
Trucks and Mercedes-Benz Vans worldwide. GSP works closely with international
markets, dealers, and company-owned sales and service outlets, always focusing
on customer satisfaction. Its service business includes the service net with its
outlets around the world and the central service centre for customer queries in
Maastricht. Its parts business includes parts marketing, the development of
innovative parts products, and parts logistics.
Contact:
Kerstin Bach, +49 (0) 711 17-33806, [email protected]
Evelyn Schwedes, +49 (0) 711 17-49903, [email protected]
Daimler Communications, 70546 Stuttgart, Germany
Mercedes-Benz – A Daimler Brand
Page 4 Further information about Mercedes-Benz is available online:
www.media.daimler.com and www.mercedes-benz.com
Daimler Communications, 70546 Stuttgart, Germany
Mercedes-Benz – A Daimler Brand