position profile: diagnostic technician - daimler ag profiles/technical... · position profile:...

MBSA Dealer Training Academy

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© 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.


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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.


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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


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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]


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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



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.



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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.


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


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Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:





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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.



Conduct Work Preparation

Receive the workshop order and check its content for accuracy and understanding

Fit fender covers to the vehicle.


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.


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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.


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


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Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:





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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.



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


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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


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Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:





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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.



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


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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


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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


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Staff Member


Name and Surname

Designation

Signature

Date

Immediate Manager

Name and Surname

Designation

Signature

Date


Name and Surname

Designation

Signature

Date

Please Note:




position profile: diagnostic technician - daimler ag profiles/technical... · position profile:...

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