Mercedes preps service department for EV era

Mercedes-Benz is marching into the EV era.

In the U.S., the luxury automaker expects battery-powered vehicles to account for of new-car sales by 2026 and 70 percent by the beginning of the next decade.

But first, Mercedes must prepare its retail network to service those next-generation vehicles. To do that, the brand is investing in technician training.

CCC Intelligent Solutions' 2022 Crash Course report said there will be 100,000 technician job openings over the next decade.

Mercedes has partnered with job training program Job Corps to help build the talent pipeline for its dealers.

The automaker will develop the curriculum, train Job Corps instructors, provide technical support and donate materials, tools and equipment. The training of 16- to 24-year-olds will take place at Job Corps centers in Kentucky, Massachusetts, New Jersey and Utah to start.

Ralf Paul, Mercedes-Benz USA director of customer services, spoke with Staff Reporter Urvaksh Karkaria about the company's efforts to get the brand's dealerships up to speed with electric vehicle service. Here are edited excerpts.

Q: How is Mercedes helping dealerships with EV preparedness?

A: Since introducing our first battery-electric vehicle and subsequent hybrid models, Mercedes-Benz USA has offered high-voltage training to franchised dealerships and certified collision center technicians. Our training has continued to evolve with the market's pace and EV volume; EV training is technology-centric to facilitate targeted learning and not take the technician out of the dealership longer than needed. Our curriculum includes e-learning and hands-on courses. The Alternate Drivetrain Technician Development Track covers all EV topics and has a continuously expanding catalog. Additionally, we are adding Working-under-Voltage courses in 2024 to ensure we stay ahead of the need and on top of the safety requirements. Keeping our dealer technicians proficient is our top priority.

The Mercedes-Benz Academy offers in-person and virtual learning training dedicated to EVs and EV preparedness. In 2022, Mercedes-Benz Academy launched a 2.5-day experiential training program outside of Birmingham, Ala., to educate employees on electric vehicle fundamentals, tour Mercedes' assembly plant in Tuscaloosa and gain exposure to the Mercedes-Benz range of electric vehicles through dynamic driving experiences.

Does Mercedes have a program to develop/recruit new technicians or help their dealership network do so?

Mercedes-Benz USA takes a comprehensive approach to identifying, recruiting and developing technician talent. It includes a high school program that provides training programs to 66 high schools across the U.S. that have partnered with a sponsoring Mercedes dealer.

It includes a post-secondary program providing curriculum, trainer instruction, equipment, tools and a vehicle to 57 technical colleges partnered with a Mercedes dealer.

The flagship MB Drive program, offered at Mercedes' five Learning & Development Centers, is a 17-week program to train entry-level technicians for franchised dealers.

Are there programs to better stitch sales and service together, like a sales-to-service handoff or new-owner nights when new-vehicle owners meet the service director?

We are working on a second delivery process to ensure that the customer understands the full features of their vehicle.

How are body shops preparing to work on EVs?

Mercedes-Benz USA has rolled out a new Mercedes-EQ Certified Collision Program, an additional certification to the brand's Elite Certified Collision Program. Mercedes-EQ Certified Centers will now hold the highest level of training and certification for Mercedes passenger vehicles. At a Certified Collision Center, technicians are specifically trained to restore EQ and combustion engine vehicles.

Is Mercedes encouraging dealerships to sell parts online?

Mercedes supports multiple platforms for greater flexibility depending on the product and customer needs. Dealerships sell the full parts catalog and tires online. Mercedes supports several multiline OEM platforms to help retailers connect with collision and mechanical wholesale customers to purchase parts online.