mercedes-benz global techmasters competition … · international competition for mercedes-benz...

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

Daimler Communications, 70546 Stuttgart, Germany

Mercedes-Benz – A Daimler Brand

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



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]



Further information about Mercedes-Benz is available online:

www.media.daimler.com and www.mercedes-benz.com



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