Training Program Worldwide
Workshop Foreman 2015
Update Nov 2014
Global Training – The finest automotive learning.
Stand 11/2014
1
EDUCATION
4
Passenger Cars ________________________________________________ 4
Service Products and Parts/Accessories
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Mercedes-Benz Service24h
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Workshop Processes
P0022F • VeDoc with Read Function • Go
P0100F • Service Operating Processes • Electronic Parts Catalog (EPC) • Go
4
4
5
5
6
6
7
Vans _________________________________________________________ 8
Service Products and Parts/Accessories
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Mercedes-Benz Service24h
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Workshop Processes
P0022F • VeDoc with Read Function • Go
P0100F • Service Operating Processes • Electronic Parts Catalog (EPC) • Go
8
8
9
9
10
10
11
Trucks _______________________________________________________ 12
Service Products and Parts/Accessories
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Mercedes-Benz Service24h
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Workshop Processes
P0022F • VeDoc with Read Function • Go
P0100F • Service Operating Processes • Electronic Parts Catalog (EPC) • Go
12
12
13
13
14
14
15
smart _______________________________________________________ 16
Workshop Processes
P0100F • Service Operating Processes • Electronic Parts Catalog (EPC) • Go
FURTHER EDUCATION
16
16
17
Passenger Cars ________________________________________________17
Vehicles 2014
T0960E • Market Launch • C-Class HYBRID Model Series 205 • AKUBIS® direct special • Final Test • Go
T0965F • Market Launch • S-Class Coupé Model Series 217 • Product Technology and Operation of Vehicle
Systems for Service Advisors • Go
Vehicles 2015
Stand 11/2014
17
17
18
19
2
T1279E • Market Launch • C-Class PLUG-IN HYBRID model series 205 • AKUBIS® direct special • Final test •
Go
19
Vehicles 2016
20
T0956E • Facelift • SLC-Class Model Series 172 • AKUBIS® direct special • Final Test • Go
20
Workshop Processes
21
P0089E • Service Operating Processes • XENTRY TIPS Case Processing • e-Training • Go
21
Vans ________________________________________________________ 22
Workshop Processes
P0089E • Service Operating Processes • XENTRY TIPS Case Processing • e-Training • Go
22
22
Trucks _______________________________________________________ 23
Workshop Processes
P0089E • Service Operating Processes • XENTRY TIPS Case Processing • e-Training • Go
23
23
smart _______________________________________________________ 24
Workshop Processes
P0089E • Service Operating Processes • XENTRY TIPS Case Processing • e-Training • Go
Stand 11/2014
24
24
3
Education
Education
Branch
Passenger Cars
Department
Service Products and Parts/Accessories
Title
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Course Number
V0100E-AA
Objectives
The participant
> Is familiar with the support services provided by Mercedes-Benz in breakdown cases
> Is familiar with the different process steps and participants in breakdown cases
> Can state the meaning of mobility services for customer loyalty
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 11/2014
Presentation of the service quality provided by Mercedes-Benz
Presentation of the process chain
Needs of customers in a breakdown situation
Process sequence with the involvement of CAC/CCC
Necessary process steps associated with professional Service24h
Integration of case-based breakdown/mobility services
Advantages for the dealer
Method
Theorie 100%
4
Education
Education
Branch
Passenger Cars
Department
Mercedes-Benz Service24h
Title
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Course Number
V0100E-AA
Objectives
The participant
> Is familiar with the support services provided by Mercedes-Benz in breakdown cases
> Is familiar with the different process steps and participants in breakdown cases
> Can state the meaning of mobility services for customer loyalty
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 11/2014
Presentation of the service quality provided by Mercedes-Benz
Presentation of the process chain
Needs of customers in a breakdown situation
Process sequence with the involvement of CAC/CCC
Necessary process steps associated with professional Service24h
Integration of case-based breakdown/mobility services
Advantages for the dealer
Method
Theorie 100%
5
Education
Education
Branch
Passenger Cars
Department
Workshop Processes
Title
P0022F • VeDoc with Read Function • Go
Course Number
P0022F-AA
Objectives
The participant can:
> Act as a qualified VeDoc contact person for the dealership
> Independently research basic vehicle data (major assemblies, customer data, etc.)
> Apply in-depth knowledge of the commercial vehicle immobilizer
> Reduce the number of written and telephone queries to technical support
> Handle security-relevant data (theft-relevant parts, download, etc.)
Contents
>
>
>
>
>
>
Optional prerequisite
P0003E • VeDoc with Read Function • Web Based Training • Go
Training Depth
Go
Note
We recommend that you bring a hardcopy printout of the VeDoc manual to the training
course.
Duration
1 day (per 8 hours)
Stand 11/2014
VeDoc screens with read permission
Basic data in the data card
External supplier number recoding
Parts families (C05, C74, etc.)
Major assembly list
Parts number determination for engines and transmissions in commercial vehicles
Method
Theorie 100%, Practice0%
6
Education
Education
Branch
Passenger Cars
Department
Workshop Processes
Title
P0100F • Service Operating Processes • Electronic Parts Catalog (EPC) • Go
Course Number
P0100F-AA
Objectives
The participant:
> Is familiar with the structure and the design, symbols and functions of EPC net
> Can independently research part numbers with and without the vehicle ID number
> Is familiar with the meaning of the vehicle data
Contents
Structure of EPC net:
> Entry and system configuration
> Working with the vehicle ID number and vehicle data card
> Working without the vehicle ID number
> Creating, saving and deleting purchasing lists
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 11/2014
Method
Theorie 100%
7
Education
Education
Branch
Vans
Department
Service Products and Parts/Accessories
Title
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Course Number
V0100E-AA
Objectives
The participant
> Is familiar with the support services provided by Mercedes-Benz in breakdown cases
> Is familiar with the different process steps and participants in breakdown cases
> Can state the meaning of mobility services for customer loyalty
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 11/2014
Presentation of the service quality provided by Mercedes-Benz
Presentation of the process chain
Needs of customers in a breakdown situation
Process sequence with the involvement of CAC/CCC
Necessary process steps associated with professional Service24h
Integration of case-based breakdown/mobility services
Advantages for the dealer
Method
Theorie 100%
8
Education
Education
Branch
Vans
Department
Mercedes-Benz Service24h
Title
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Course Number
V0100E-AA
Objectives
The participant
> Is familiar with the support services provided by Mercedes-Benz in breakdown cases
> Is familiar with the different process steps and participants in breakdown cases
> Can state the meaning of mobility services for customer loyalty
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 11/2014
Presentation of the service quality provided by Mercedes-Benz
Presentation of the process chain
Needs of customers in a breakdown situation
Process sequence with the involvement of CAC/CCC
Necessary process steps associated with professional Service24h
Integration of case-based breakdown/mobility services
Advantages for the dealer
Method
Theorie 100%
9
Education
Education
Branch
Vans
Department
Workshop Processes
Title
P0022F • VeDoc with Read Function • Go
Course Number
P0022F-AA
Objectives
The participant can:
> Act as a qualified VeDoc contact person for the dealership
> Independently research basic vehicle data (major assemblies, customer data, etc.)
> Apply in-depth knowledge of the commercial vehicle immobilizer
> Reduce the number of written and telephone queries to technical support
> Handle security-relevant data (theft-relevant parts, download, etc.)
Contents
>
>
>
>
>
>
Optional prerequisite
P0003E • VeDoc with Read Function • Web Based Training • Go
Training Depth
Go
Note
We recommend that you bring a hardcopy printout of the VeDoc manual to the training
course.
Duration
1 day (per 8 hours)
Stand 11/2014
VeDoc screens with read permission
Basic data in the data card
External supplier number recoding
Parts families (C05, C74, etc.)
Major assembly list
Parts number determination for engines and transmissions in commercial vehicles
Method
Theorie 100%, Practice0%
10
Education
Education
Branch
Vans
Department
Workshop Processes
Title
P0100F • Service Operating Processes • Electronic Parts Catalog (EPC) • Go
Course Number
P0100F-AA
Objectives
The participant:
> Is familiar with the structure and the design, symbols and functions of EPC net
> Can independently research part numbers with and without the vehicle ID number
> Is familiar with the meaning of the vehicle data
Contents
Structure of EPC net:
> Entry and system configuration
> Working with the vehicle ID number and vehicle data card
> Working without the vehicle ID number
> Creating, saving and deleting purchasing lists
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 11/2014
Method
Theorie 100%
11
Education
Education
Branch
Trucks
Department
Service Products and Parts/Accessories
Title
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Course Number
V0100E-AA
Objectives
The participant
> Is familiar with the support services provided by Mercedes-Benz in breakdown cases
> Is familiar with the different process steps and participants in breakdown cases
> Can state the meaning of mobility services for customer loyalty
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 11/2014
Presentation of the service quality provided by Mercedes-Benz
Presentation of the process chain
Needs of customers in a breakdown situation
Process sequence with the involvement of CAC/CCC
Necessary process steps associated with professional Service24h
Integration of case-based breakdown/mobility services
Advantages for the dealer
Method
Theorie 100%
12
Education
Education
Branch
Trucks
Department
Mercedes-Benz Service24h
Title
V0100E • Roadside Assistance • Mercedes-Benz Service24h • e-Training • Go
Course Number
V0100E-AA
Objectives
The participant
> Is familiar with the support services provided by Mercedes-Benz in breakdown cases
> Is familiar with the different process steps and participants in breakdown cases
> Can state the meaning of mobility services for customer loyalty
Contents
>
>
>
>
>
>
>
Training Depth
Go
Duration
0,5 hours
Stand 11/2014
Presentation of the service quality provided by Mercedes-Benz
Presentation of the process chain
Needs of customers in a breakdown situation
Process sequence with the involvement of CAC/CCC
Necessary process steps associated with professional Service24h
Integration of case-based breakdown/mobility services
Advantages for the dealer
Method
Theorie 100%
13
Education
Education
Branch
Trucks
Department
Workshop Processes
Title
P0022F • VeDoc with Read Function • Go
Course Number
P0022F-AA
Objectives
The participant can:
> Act as a qualified VeDoc contact person for the dealership
> Independently research basic vehicle data (major assemblies, customer data, etc.)
> Apply in-depth knowledge of the commercial vehicle immobilizer
> Reduce the number of written and telephone queries to technical support
> Handle security-relevant data (theft-relevant parts, download, etc.)
Contents
>
>
>
>
>
>
Optional prerequisite
P0003E • VeDoc with Read Function • Web Based Training • Go
Training Depth
Go
Note
We recommend that you bring a hardcopy printout of the VeDoc manual to the training
course.
Duration
1 day (per 8 hours)
Stand 11/2014
VeDoc screens with read permission
Basic data in the data card
External supplier number recoding
Parts families (C05, C74, etc.)
Major assembly list
Parts number determination for engines and transmissions in commercial vehicles
Method
Theorie 100%, Practice0%
14
Education
Education
Branch
Trucks
Department
Workshop Processes
Title
P0100F • Service Operating Processes • Electronic Parts Catalog (EPC) • Go
Course Number
P0100F-AA
Objectives
The participant:
> Is familiar with the structure and the design, symbols and functions of EPC net
> Can independently research part numbers with and without the vehicle ID number
> Is familiar with the meaning of the vehicle data
Contents
Structure of EPC net:
> Entry and system configuration
> Working with the vehicle ID number and vehicle data card
> Working without the vehicle ID number
> Creating, saving and deleting purchasing lists
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 11/2014
Method
Theorie 100%
15
Education
Education
Branch
smart
Department
Workshop Processes
Title
P0100F • Service Operating Processes • Electronic Parts Catalog (EPC) • Go
Course Number
P0100F-AA
Objectives
The participant:
> Is familiar with the structure and the design, symbols and functions of EPC net
> Can independently research part numbers with and without the vehicle ID number
> Is familiar with the meaning of the vehicle data
Contents
Structure of EPC net:
> Entry and system configuration
> Working with the vehicle ID number and vehicle data card
> Working without the vehicle ID number
> Creating, saving and deleting purchasing lists
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 11/2014
Method
Theorie 100%
16
Education
Further Education
Branch
Passenger Cars
Department
Vehicles 2014
Title
T0960E • Market Launch • C-Class HYBRID Model Series 205 • AKUBIS® direct special
• Final Test • Go
Course Number
T0960E-AA
Objectives
The participant can:
> Describe the hybrid functions in the C-Class
> Name the special features of the OM 651 HYBRID
> Name the special features of the transmission
> Name the high-voltage components
> Describe the control and display concept
> Describe the maintenance scopes
Contents
> Presentation of hybrid-specific components
> Procedure for removal of voltage from the vehicle
> C-Class HYBRID functions
Mandatory prerequisite
T0103E • Passenger Cars, Trucks, Vans, smart, FUSO • High-Voltage Systems in Motor
Vehicles – Awareness • e-Training • Go
This training/test has to be booked, before you are authorized to book the main training.
You´ll find a detailed description about the training, using the training code.
Training Depth
Go
Duration
1,0 hours
Stand 11/2014
Method
Theorie 100%, Practice0%
17
Education
Further Education
Branch
Passenger Cars
Department
Vehicles 2014
Title
T0965F • Market Launch • S-Class Coupé Model Series 217 • Product Technology and
Operation of Vehicle Systems for Service Advisors • Go
Course Number
T0965F-AA
Objectives
Participants are able to
> Describe the innovations of the new S-Class Coupé and their function
> Operate the systems and describe their operation
> Distinguish normal system function from a malfunction in the event of a complaint
> Professionally describe and argue in favor of the product in customer meetings
> Perform repair reception as per manufacturer's specifications
Contents
>
>
>
>
>
>
Mandatory prerequisite
T0750E • Passenger Cars • Market Launch • S-Class (W/V222) • e-Training • Go
This training/test has to be booked, before you are authorized to book the main training.
You´ll find a detailed description about the training, using the training code.
Training Depth
Go
Duration
1 day (per 8 hours)
Stand 11/2014
Market launch of the new S-Class Coupé model series 217
Vehicle system operation
Current information regarding maintenance, repair, and diagnosis
Overview of repair and diagnosis scopes
Functions of the individual systems and overall function across all systems
Function and operation of the head-up display
Method
Theorie 20%, Practice80%
18
Education
Further Education
Branch
Passenger Cars
Department
Vehicles 2015
Title
T1279E • Market Launch • C-Class PLUG-IN HYBRID model series 205 • AKUBIS®
direct special • Final test • Go
Course Number
T1279E-AA
Objectives
The participant can:
> Describe the hybrid functions in the C-Class
> Describe the repair scope for the M274 HYBRID
> Describe the repair scope for the transmission
> Use special tools for repairs
> Carry out repair work according to the manufacturer's specifications
Contents
Basic functions
> M 274 HYBRID engine
> P2 NAT2-FE+ transmission
> Hybrid functions in the C-Class
> Repair scope on the transmission
> Removing voltage from the hybrid system
> Starting up the high-voltage on-board electrical system
> Special tools for the hybrid system, application and scope
> Maintenance scopes for the transmission and engine
Mandatory prerequisite
T0103E • Passenger Cars, Trucks, Vans, smart, FUSO • High-Voltage Systems in Motor
Vehicles – Awareness • e-Training • Go
This training/test has to be booked, before you are authorized to book the main training.
You´ll find a detailed description about the training, using the training code.
Training Depth
Go
Duration
0,5 hours
Stand 11/2014
Method
Theorie 100%, Practice0%
19
Education
Further Education
Branch
Passenger Cars
Department
Vehicles 2016
Title
T0956E • Facelift • SLC-Class Model Series 172 • AKUBIS® direct special • Final Test
• Go
Course Number
T0956E-AA
Objectives
The participant can:
> Name the changes and new features of the SLC and describe their functions
> Professionally explain and back up their position when speaking with customers
> Carry out repairs in accordance with the manufacturer's specifications
Contents
>
>
>
>
>
Training Depth
Go
Duration
1,0 hours
Stand 11/2014
Facelift of SLC model series 172
Operation of the vehicle systems
Current information on maintenance, repair and diagnosis
Overview of repair and diagnosis scopes
Function of individual systems and overall function across systems
Method
Theorie 100%, Practice0%
20
Education
Further Education
Branch
Passenger Cars
Department
Workshop Processes
Title
P0089E • Service Operating Processes • XENTRY TIPS Case Processing • e-Training •
Go
Course Number
P0089E-AA
Objectives
Participants are familiar with:
> Key steps for identifying vehicles
> Required steps for creating a case
> Rules for formulating complaint texts
> Required steps for case processing
Contents
Vehicle identification
> Creating cases
> Processing cases
Training Depth
Go
Note
Successful completion of the e-Training is the prerequisite for enablement of the Xentry
TIPS case module system
Duration
0,5 hours
Stand 11/2014
Method
Theorie 100%
21
Education
Further Education
Branch
Vans
Department
Workshop Processes
Title
P0089E • Service Operating Processes • XENTRY TIPS Case Processing • e-Training •
Go
Course Number
P0089E-AA
Objectives
Participants are familiar with:
> Key steps for identifying vehicles
> Required steps for creating a case
> Rules for formulating complaint texts
> Required steps for case processing
Contents
Vehicle identification
> Creating cases
> Processing cases
Training Depth
Go
Note
Successful completion of the e-Training is the prerequisite for enablement of the Xentry
TIPS case module system
Duration
0,5 hours
Stand 11/2014
Method
Theorie 100%
22
Education
Further Education
Branch
Trucks
Department
Workshop Processes
Title
P0089E • Service Operating Processes • XENTRY TIPS Case Processing • e-Training •
Go
Course Number
P0089E-AA
Objectives
Participants are familiar with:
> Key steps for identifying vehicles
> Required steps for creating a case
> Rules for formulating complaint texts
> Required steps for case processing
Contents
Vehicle identification
> Creating cases
> Processing cases
Training Depth
Go
Note
Successful completion of the e-Training is the prerequisite for enablement of the Xentry
TIPS case module system
Duration
0,5 hours
Stand 11/2014
Method
Theorie 100%
23
Education
Further Education
Branch
smart
Department
Workshop Processes
Title
P0089E • Service Operating Processes • XENTRY TIPS Case Processing • e-Training •
Go
Course Number
P0089E-AA
Objectives
Participants are familiar with:
> Key steps for identifying vehicles
> Required steps for creating a case
> Rules for formulating complaint texts
> Required steps for case processing
Contents
Vehicle identification
> Creating cases
> Processing cases
Training Depth
Go
Note
Successful completion of the e-Training is the prerequisite for enablement of the Xentry
TIPS case module system
Duration
0,5 hours
Stand 11/2014
Method
Theorie 100%
24