匠心守护 技以载道——探秘奔驰售后服务体系的技术密码

Core Insights - The Mercedes-Benz Service Skills Master Competition in 2025 highlighted the excellence of Anhui Penglong Rongfu Automotive Sales Service Co., Ltd. and Jinan Star Automotive Service Co., Ltd., with the former winning the runner-up for Best Team Award and the latter securing third place and Best Commercial Vehicle Team Award [1] Group 1: Service Standards - Mercedes-Benz has established over 900 detailed service standards that cover the entire customer service process, ensuring transparency and quality assurance for consumers [3][6] - The pre-inspection phase involves certified technicians conducting 28 checks across 8 vehicle areas, ensuring comprehensive identification of potential issues [6] Group 2: Tools and Equipment - The service teams utilize over 500 specialized tools, adhering to strict management and usage protocols to ensure vehicle safety [8] - High-precision instruments are essential for accurate diagnostics, directly impacting vehicle safety and reliability [9] Group 3: Talent Development - Mercedes-Benz has a three-tier certification system for technicians, requiring an average of five years of training and practical experience to achieve diagnostic technician status [12][14] - Continuous training and knowledge sharing are emphasized, with monthly meetings and an online technical forum for technicians to exchange expertise [14] Group 4: Problem Solving - The service teams frequently address complex issues, often arising from substandard repairs at external workshops, which can lead to severe vehicle problems [15][17] - The use of non-original parts is a common issue that can compromise vehicle performance and safety, with technicians educating customers on the risks associated with such parts [17] Group 5: Electric Vehicle Preparedness - Mercedes-Benz is prepared for the electric vehicle era, equipping technicians with dual certifications for both traditional and electric vehicles [18] - The company has accumulated extensive knowledge and experience in high-voltage technology maintenance, ensuring that all vehicles meet factory standards [18] Group 6: Overall Value Proposition - The Mercedes-Benz after-sales service system transforms standards into actions, integrating technology into service to build trust with customers [20] - The emphasis on detail, adherence to standards, and a craftsman spirit are seen as key elements in providing safe travel assurance for customers [20]