Driven by SOLUTIONS. Training Programme Automotive Technology

Transcription

1 Driven by SOLUTIONS Training Programme 2018 Automotive Technology

2 Dear customer Today's vehicles have more processing power than the spacecraft that landed on the moon. There are cars that can park themselves, keys that can be programmed to control the maximum speed and the volume of the radio, cars that can automatically brake and perform evasive manoeuvres when dangerous situations are detected, recognise road signs, communicate with other vehicles in the event of an accident or congestion, and a great deal more. The automotive industry is continuously changing and becoming more and more technology-based and dependent on computers and innovation. Transport is a part of everyone's daily life, and the service centers are more than ever in need of professionally trained technicians to keep our cars running. Today's technicians have become the brain surgeons of the automotive industry. There is a great need for highly trained and computer-savvy professionals who are able to keep themselves updated on the continuous progress taking place within their fields. In addition, they must also be experts in customer service in order to ensure that the customer experiences a trusting relationship. In addition to computers and electronics, the development of new technologies, such as alternative propulsion (electric, hybrid and fuel cells), are shaping the role of the future technologies. In order to master the science behind the many new technologies, there is an increasing need for training at a higher level than ever before. In order to reap benefits tomorrow, you need to make investments today. Experience shows that investment costs can pay for themselves over a short period of time. Our Technical Department offers an extensive selection of both training and services for professional service centers. Let Bosch help secure your future for you, your business and your employees! The Bosch Service Training Center in Ballerup arranges technical courses and advanced diploma course programmes that provide certification upon successful completion. The following pages will give you an overview of our diploma training programme that has been planned for We look forward to seeing you and your employees at our Bosch Service Training courses. 4 Practical information 5 Course package 6 Contact details 7 Bosch Service Diploma Course Programme 8 Training programmes 13 Diagnostics 19 Passthru 23 Troubleshooting & Measurement techniques 29 Comfort and Safety Systems Jan Krusager Technical Service Manager, Nordic 33 Engine Management Systems 41 Chassis systems 45 Electric and Hybrid Systems 49 Diesel repair 61 Heavy goods vehicles 67 Bosch Service Excellence 74 About Bosch 2 3

3 Practical information Course package You can register for the course on our website or by to All registrations will be confirmed by to both the participant and service center with the date, address and meeting time, and reminders will be sent, six, three and one week before the start of the course, respectively. After completion of the course, a diploma and any grades will be sent by . The course will be invoiced three weeks prior to the start date. Notification of any cancellations must therefore be made no later than three weeks prior to the start. No credit will be given for cancellations within 3 weeks prior to the start. An equivalent course will be offered instead at no charge. Training package simplify your daily work To make it even easier for you and your employees, w e now offer a complete training package that includes everything from hotel, food and transportation to and from the training center. All you have to do is meet up at the training! Training package Accommodation* Dinner Single room Breakfast buffet Free Wi-Fi Big TV package Free parking Transport to and from Hotel and Training Center *Check-in same day as training starts and checkout on the last day of the training. If you wish to arrive one day before start or if you wish to stay additional days, it will be done at your own expense. Price per additional night is 75 EUR (ex. VAT) and will be invoiced together with the training package. Fillet of beef (300 gr.) or Gourmet Burger* 1 x 0,5l spring water, soda or draught beer *In addition, the restaurant offers ad libitum fried pork with parsley sauce and potatoes every Wednesday.. The course catalogue and calendar will be updated regularly. Therefore, you can always find the latest news and updates on our website Social events where technicians come together It is important to bring the technicians together in order to strengthen their relationship, and thereby increasing know ledge sharing and achieving greater cohesion. If you like go carting after bow ling and dinner; it w ill be possible to do so for approx. 30EUR for 30 minutes. Ev ening ev ent Price Bowling after dinner. There is also the possibility of playing pool, air hockey and darts. If you wish to drive go-kart it will be done at your own expense. Inform the go-kart center that you are attending a course at Robert Bosch. The price will be 30 EUR for 30 minutes. Bowling after dinner It is also possible to play pool, air hockey, and darts and go cart at favorable prices. Remember to say that you are attending a Robert Bosch training in order to achieve a special go cart discount. Bosch Service Training Center Price Bosch Car Service price 352 EUR Training course 240 EUR Training package 112 EUR Robert Bosch A/S Service Training Center Telegrafvej 1 DK-2750 Ballerup Normal price 440 EUR Training course 300 EUR Training package 140 EUR Prices per training day ex. VAT-. Jan Krusager Technical Service Manager, Nordic Jan.Krusager@dk.bosch.com Tel Alias Lorentzen Technical Administrator, Nordic Alias.Lorentzen@dk.bosch.com Tel Robert Bosch A/S Telegrafvej Ballerup Denmark training@dk.bosch.com 4 5

4 Bosch Service Diploma Course Programme It is a great time to be a technician, and the future looks even brighter! There is a great need for professional technicians. The service centers not only have use for more technicians, they also need better technicians. Technicians who are professional, independent and service-oriented. Yesterday's technician got a set of tools with a jack, an adjustable wrench, a spanner and a solid reputation. Today's technicians and technicians in the future will be solving high-level problems and have skills corresponding to that of aircraft mechanics and electronics engineers. New driveline technology, hybrid cars, infotainment systems, electric cars and advanced engine design are some of the problems today's technicians are facing every day. In fact, the average certified technician has the equivalent of two years of an advanced engineering degree. In addition, the technicians must also have good mathematical skills, since they are forced to use logic in their work on a daily basis. Being able to use computers and advanced diagnostic testers is just part of the process. The diagnostic tester can only tell what it reads from the vehicle's internal processes. In order to perform reliable and efficient diagnostics, the technician must be able to use his experience and problem-solving thought process to analyse what the technical problems are. Being able to analyse a problem and find the correct approach and solution is a skill that requires training and years of experience. The Bosch Service Training Center provides training and continuing education, and it is an important tool for the development, growth and motivation of mechanics. Bosch develops and provides advanced diploma courses that help busy mechanics maintain their good insight and ensure continuous professional development at the same time. With more high-tech systems in today's vehicles, an advanced training programme is more important than ever before to ensure qualified technicians. Our diploma course programme in automotive technology gives technicians the competencies and skills that they need. Using the latest technology, technicians will learn how to diagnose, service, troubleshoot and repair all makes and models. On the next pages you will find our specially formulated and comprehensive diploma courses. All of the relevant courses are described in the catalogue. Registration for a Bosch diploma course can be done by contacting the course administration by at training@dk.bosch.com, or by calling the course administration at tel Contact details Diagnostics Sales Department Jutland/Funen Søren Ladegaard tel Zealand/Funen Klaus Skovgaard tel Nordic Sales Manager Henry Petersen tel Technical Department Technical hotline and course registration tel Fleet management tel Technical Administrator Alias Lorentzen tel Bosch Car Service Concept Administrator Line Hjerrild tel Concept Manager Stig Gronemann tel Service Jutland/Funen/Zealand Lange Jørgensen tel Lange Jørgensen list prices Zealand AmagerMøller tel Useful links Bosch Service Training Bosch Diagnostic Download Bosch manuals Bosch Diagnostic YouTube

5 Content: Courses: 2 years The training programme consists of 7 technical courses spread over 24 months. Participants receive a diploma upon successful completion. Troubleshooting with KTS Measurement with FSA Engine Management 1 Common Rail Systems Active Safety Systems Comfort Electronics High Voltage Awareness Level 1 Training programmes Bosch System Technician You will distinguish yourself from competitors with a Bosch System Technician! The Bosch System Technician training programme has been specially adapted by Robert Bosch GmbH in Germany, and it is a recognised technician training programme worldwide. The training programme must be completed within 4 years from the start. The training programme consists of 14 technical courses and concludes with a theoretical and practical examination. This is in order to maintain our focus on a high level of quality and training, as well as assurance that a Bosch System Technician has a high level of expertise. In order to maintain the high technical level of Bosch System Technicians that have already been trained, an annual news seminar covering the latest developments in the field of the automotive technology is arranged at the Bosch Service Training Center. If you have any questions, our course administration would be more than happy to help you. 4 years Knowledge of and experience with the use of Bosch diagnostic equipment ESI[tronic] 2.0 & KTS, as well as FSA 7xx/5xx. In order to take an examination, you must be employed at a Bosch Service Center. Training programmes Bosch Service Technician Increasingly more complex and advanced systems make our cars high-tech. Quick service, diagnostics and repair represent competitive advantages. Improving the efficiency of service and diagnostic tasks using ESI[tronic] 2.0 and Bosch diagnostic devices contributes to improving the quality of the services from service centers. In two years, you will acquire extensive competencies in the use of modern testing and diagnostic equipment. A Bosch Service Technician is a professional and solution-oriented employee who can quickly diagnose and repair various motor vehicle systems. If you have any questions, our course administration will very much like to help you. Content: The training programme consists of 14 technical courses spread over 4 years. The training concludes with of review, followed by an examination consisting of 1 day of theoretical examinations and 1 day of practical examinations for a total of 4 days. The participant will receive certification and the associated diploma upon successful completion. Troubleshooting with KTS Measurement with FSA Engine Management 1 Engine Management 2 Engine Management 3 Electronics 1 Electronics 2 Common Rail Systems Exhaust Gas After-Treatment Comfort Electronics Active Safety Systems Additional Safety Systems High Voltage Awareness Level 1 High Voltage Technician Level 2 8 9

6 Training programmes Bosch Heavy Goods Vehicle Technician A Bosch Heavy Goods Vehicle Technician will have an in-depth understanding of the various systems in modern heavy goods vehicles, he will be able to interpret various signals with KTS Truck, oscilloscopes and multimeters, and he will also be able to perform repairs and service in accordance with the applicable guidelines. The technician will be able to perform a structured troubleshooting sequence using software, technical documents and the correct measurement techniques. If you have any questions, our course administration will very much like to help you. 4 years Knowledge of and experience with the use of Bosch diagnostic equipment ESI[tronic] 2.0 & KTS, as well as FSA 7xx/5xx. In order to take an examination, you must be employed at a Bosch Diesel Service Center. Content: The training programme consists of 11 technical courses spread over 4 years. The training programme concludes with of review, followed by an examination consisting of 1 day of theoretical examinations and 1 day of practical examinations for a total of 4 days. The participant will receive certification and the associated diploma upon successful completion. Troubleshooting with KTS Measurement with FSA Electronics 1 Electronics 2 Common Rail Systems Exhaust Gas After-Treatment EP PE Bosch pumps and controllers. EP VE Bosch distributor pumps VE-F and VE-E. EP RE-EDC Bosch in-line pumps H, M, P and R with electronic RE controllers. EP CP Bosch pumps and controllers, M pumps RFS. EP CRI(N) Bosch injectors. Training programmes Bosch Diesel Technician 2 years A Bosch Diesel Technician is an experienced diesel mechanic who has built up basic competencies in the mutual interaction between Bosch diesel injection and mechanical systems, by participating in training for diesel systems and repairs, in addition to possessing several years of professional experience. A dedicated employee who tackles difficult problems actively and does not give up until he satisfactorily solves the task he has been assigned. An expert who has undergone extensive training with Robert Bosch and, who has demonstrated his competencies by passing the Bosch Diesel Technician examination. Not just on the test bench, but also by working on cars. A Bosch Diesel Technician has talent beyond normal, which is required in order to provide a high level of customer service for diesel systems. A Bosch Diesel Technician is familiar with the varied, interesting tasks that are associated with modern diesel technology, and the customers appreciate his competent work. In order to maintain the high technical level of Bosch System Technicians that have already been trained, an annual news seminar covering the latest developments in the field of automotive technology is arranged at the Bosch Service Training Center. If you have any questions, our course administration will very much like to help you. Content: In order to take an examination, you must be employed at a Bosch Commercial Vehicle Module Service Center (BCV). The training programme consists of 6 technical courses and concludes with a 1-day examination. Participants receive a diploma upon successful completion. ESI[tronic] Truck Measurement Technology Electronics 1 Common Rail and UIS/UPS Exhaust Gas Systems Comfort Electronics 10 11

7 Training programmes Electric and Hybrid Technician Diagnostics 2 years Knowledge of and experience with the use of Bosch diagnostic equipment ESI[tronic] 2.0 & KTS, as well as FSA 7xx/5xx. In order to take an examination, you must be employed at a Bosch Service Center. Content: The training programme consists of 7 technical courses spread over 2 years. Participants receive a diploma upon successful completion. Troubleshooting with KTS Measurement with FSA Electronics 1 Electronics 2 High Voltage Awareness Level 1 High Voltage Technician Level 2 High Voltage Expert Level 3 * * Offered only in certain countries

8 ESI[tronic] 2.0 & KTS Diagnostics ESI[tronic] Truck Diagnostics Employees of automotive-related companies with little or no experience in the use of ESI[tronic] 2.0 & KTS. Employees in automotive-related companies who work with passenger and commercial vehicles and with little or no experience in the use of ESI[tronic] Truck. The purpose of this course is to teach the basic skills required to perform individual fault diagnostics on a motor vehicle. The focus area is secure and efficient management of the service center documentation with SIS troubleshooting guides, as well as all the available types of information and functions available in ESI[tronic] and KTS. Content: Review of the different subscription types Online installation of ESI[tronic] 2.0 Activation and renewal of licenses Configuration and update of firmware in KTS Configuration of user-defined menus Motor vehicle identification Experienced Based Repair (EBR) Self-diagnostics Troubleshooting with the Service Information System (SIS) Online update with the Diagnostic Download Manager (DDM) Configuration and programming of control units Analysis of circuit diagrams Maintenance menu Technical Service Bulletins (TSB) Look-up of spare parts The mechanic will acquire good knowledge of KTS Truck in connection with ESI[tronic]. The software provides a wide range of options for diagnostics on heavy motor vehicles, and the focus will accordingly be on the use of all available functions. Content: DCU 220 An optimal service center PC Installation and updating of ESI[tronic] and KTS Truck How to find spare parts with SIS/CAS Instructions on how to use the system and motor vehicle data in KTS Truck Diagnostics on heavy motor vehicles Functions with "Extended features" Diagnostics on ABS brake systems Updated: July 2017 Updated: August

9 FSA 7xx & 5xx Diagnostics Trailer Pin 2 Diagnostics P day Employees of automotive-related companies with little or no experience in the use of FSA 7xx/5xx. Service centers with Bosch KTS Truck that would like to open up for programming opportunities and diagnostics with Pin 2 (trailers). Reliable and efficient use of Bosch diagnostic testers FSA 7xx or FSA 500 in connection with KTS and ESI[tronic] 2.0. Participants will acquire in-depth knowledge of control unit programming on trailer brake systems with KTS Truck, including what responsibility lies in the correct programming. Content: Installation and licensing of FSA Compac[soft] plus software Connection of hardware to PC and configuration of CDC (Communication Device Controller) Review of Compac[soft] plus software, menus and functions Explanation of measuring alternatives and practical applications, including the necessary aids. Troubleshooting of electronic systems in motor vehicles, engines and optional equipment. Configuration of software, KTS, ESI[tronic] and FSA Upgrade options: 4-gas meter, exhaust gas meter and/or FSA050 for electric and hybrid cars (testing of nozzles) Content: Updated: March 2016 Ordering: Theoretical analysis of trailer programming, review of brake cards and practical use of KTS Truck for the programming of trailer EBS modules. Control and documentation of the work performed. Copying the complete database and programming of database. After completion of the course, the order form must be completed and sent together with the course certificate to the ESI[tronic] Service Line for activation of Pin 2. Pin 2 is valid for 36 months after activation, and the course must not be older than 60 months for approval. Updated: February

10 Air conditioning Diagnostics P Passenger car mechanics, panel beaters and other people who work with and service air conditioning systems in motor vehicles. The participant will acquire a general understanding of the various systems, pumps and how they work. The participant will be able to recognise the system and will thus be able to carry out effective and cost-efficient troubleshooting and repairs. Course participants will receive a certificate upon completion. Content: Safety and handling coolants r134a and 1234yf Review of different air conditioning systems Description of expansion valve, compressor and clutch, filter, condenser and evaporator Various pump types and working conditions. Passthru Measurement and Troubleshooting Troubleshooting with ESI[tronic] 2.0 & KTS Updated: January

11 Learn how to use specific software and portals for OE brands to ensure proper reprogramming of ECUs EURO 5 & Passthru Passthru A new era will start in 2017 Bosch is starting to offer courses on diagnostics with OE applications and portals. The first course is on Passthru reprogramming of ECUs and the use of repair guides with GM software (Opel). The new KTS series will be used as the primary communication module for the motor vehicles P day We will continuously offer additional Passthru courses for other brands. They will, however, be based on the number of participants who sign up on our waiting list. Brand-specific hotline Bosch will launch a new brand-specific hotline service to provide Passthru support for service centers who have questions or have encountered problems. A prerequisite for a subscription to our hotline is the service center completing a qualifying course from Bosch. Upon participation in a GM course, the service center will, for example, unlock our GM hotline and can now subscribe to and receive the desired support from a specialist hotline employee. Mechanics in automotive-related companies with experience in the use of ESI[tronic] 2.0 & KTS, who have a need for information on EURO 5 and what options are available with regard to diagnostics, updating and programming with OE software using the Bosch KTS. The participant must have good knowledge of diagnostic testers and possess general knowledge of the use of PCs. The participant will acquire expanded knowledge of the use of ESI[tronic] 2.0 & KTS for troubleshooting passenger cars. The aim is for the participant to be able to provide reliable and efficient diagnostic, in consultation with the diagnostic equipment. After the course, the participant will be able to register an account, buy the desired subscription, and obtain access to and use EURO 5 RMI (Repair and Maintenance Information), as well as configure KTS for use through Passthru and install the Passthru driver for the OEM application. What do I learn at a Passthru course? Content: Reliable and fast identification of a motor vehicle Design and structure of SIS troubleshooting guides and manuals, including circuit diagrams, error code tables installation locations, etc. Use av SIS/CAS functions Establishment of working protocols and working with all types of information that are included at the product level Programming of control units Troubleshooting using Practical exercises with KTS on motor vehicles Measurement with multimeters and oscilloscopes that belong to the respective KTS series (not with FSA 7xx/5xx) What is Euro 5/6 and how can I use Passthru in conjunction with Bosch KTS to cover the modern fleet. How to install the OE portal application on your pc: OE portals often require very specific configuration of the hardware and software in order to run correctly. How online service books can be accessed and used, if they are available. Acquire practical experience by performing ECU flashing at the Bosch Training Center. Learn how to avoid common mistakes that can be both costly and time-consuming. Updated: October 2017: Get basic training in the brand-specific portal, and learn to navigate and configure a Bosch KTS as a communication interface to the OE application. What tools and equipment are needed to achieve a successful ECU reprogramming

12 Brand-specific Passthru P Mechanics in automotive-related companies with experience in the use of ESI[tronic] 2.0 & KTS, who need to perform brand-specific diagnostics, updating and programming with OE software using the Bosch KTS. The course provides the participant with the necessary knowledge and skills to use the OE Euro 5 portal in question, and the associated OE-offered options and functions. This can depend on which OE the course deals with, the original diagnostic software, service center manuals, troubleshooting guides, as well as the updating and programming of control units and possibly the coding of starter interrupt functions. If the OE in question uses a digital service book, this will also be reviewed, just like the opportunity to view campaigns and technical service bulletins will be reviewed whenever possible. Content: EURO 5 description Registration process Payment options Choice of subscription PC and network requirements Installation process Licensing process KTS 350/560/590 configuration Diagnostic software and guided troubleshooting Flashing Repair and maintenance information Technical service bulletins and recall information Safety accreditation process Practical training Troubleshooting & Measurement Techniques Updated: GM, Volvo and VAG have prepared and held courses in 2017, and more courses will be coming in

13 Troubleshooting with KTS Troubleshooting & Measurement Techniques Measurement with FSA Troubleshooting & Measurement Techniques Passenger car mechanics with a need for in-depth troubleshooting with Bosch diagnostic testers. The participant will be able to systematically and efficiently troubleshoot using Bosch diagnostic testers ESI[tronic] 2.0 & KTS. The course focuses a great deal on reliable and efficient management and use of the service center documents with SIS troubleshooting, user instructions and all the types of information available in ESI[tronic]. We recommend that you supplement this course with Measurement with FSA. Content: Reliable and quick identification of a motor vehicle Design and structure of SIS troubleshooting guide and manuals, as well as wiring diagrams, error code tables, installation positions, etc. Use of the SIS/CAS functions The establishment of working protocols and working with all types of information that are included at the product level Programming Troubleshooting Practical exercises with KTS on cars Measurement with multimeters and oscilloscopes that belong to the respective KTS series (not with FSA 500/7xx) Updated: December 2016 Passenger car mechanics who need further training in measurement techniques. Review of all the advantages and functions of Compac[soft] plus with FSA7xx or FSA 500 in connection with ESI[tronic] 2.0 & KTS, for maximum use. The participant will be able to perform several professional measurements with many different troubleshooting options, with the latest measurement technology in conjunction with the Service Information System (SIS) and KTS Diagnostics. Content: Thorough review of Compac[soft] plus software, menus and functions Evaluation of personal measurement results and signals, to ensure reliable diagnostics and thereby efficient troubleshooting Troubleshooting various electronic systems in cars Using signal generators Using component tests Measurement of DPF against pressure Static compression tests Measurement of voltage dips and short circuits Upgrade options: 4-gas meter, exhaust gas meter and/or FSA050 for electric and hybrid cars (testing of nozzles). Updated: April

14 Electronics 1 Troubleshooting & Measurement Techniques Electronics 2 Troubleshooting & Measurement Techniques Passenger car mechanics who perform tasks associated with maintenance, troubleshooting and repairs on electronic systems. Passenger car mechanics who perform tasks associated with maintenance, troubleshooting and repairs on electronic systems. The aim of electronics courses is to establish a connection between the measured values and measuring results, where functions, circuits and modules are understood in a logical manner. The goal is a logical summary of the individual results to form a whole and thus achieve successful and efficient troubleshooting. Content: Basic electrical engineering Metrology Electronic components Practical measurements and tests on the test bench Choice of application with oscilloscopes Measurement exercises on cars using testing equipment Updated: September 2015 Participation in the Electronics 1 course. The participant will be able to process the characteristic values of semiconductor components through measurement exercises. He will also be able to define results from the measurement of these components and modules based on the measured values, and to make conclusions with regard to the component's task in the car. Content: Basic semiconductor technology, sensor technology in cars, diodes, transistors, test circuits, measurement of values Basic principles of digital technology Function and mode of operation for components, evaluated based on measurement exercises on the electronics test bench Measurement exercises on motor vehicles/models corresponding to topics in Electronics 1 and 2 Updated: September

15 Advanced Measurement with FSA Troubleshooting & Measurement Techniques P Mechanics in automotive-related companies with experience in measurement techniques. Participation in the Measurement with FSA, Electronics 1 and Electronics 2 courses. The course gives the participant the necessary knowledge and skill to prepare and carry out a rational troubleshooting sequence with advanced measurement techniques on electronically controlled systems and components with FSA7xx or FSA 500 in connection with ESI[tronic] 2.0 & KTS. Content: Review of basic electricity Review of electrical terms Review of circuit theory Review of the FSA and measurement techniques using digital oscilloscopes Review of input signals Review of the output signals Review of the data bus signals and troubleshooting of the same Extensive practical measurement tasks Final theoretical examination Comfort and Safety Systems Updated: November

16 Active Safety Systems Comfort and Safety Systems Additional Safety Systems Comfort and Safety Systems P Automotive mechanics, automotive technicians, automotive electricians. Automotive mechanics, automotive technicians, automotive electricians. The participants must be able to implement a systematic troubleshooting procedure on ABS/ ASR/ESP systems and perform diagnostics and troubleshooting on indirect and direct TPMS systems. Content: Physical principles regarding hydraulic and brake fluids. Function and mode of operation for the various components of the braking system, such as, the master cylinder, brake booster, LAB, discs and drum brake systems Basic physical driving terms related to ABS/ARS/ESP systems Functions of the Bosch ABS systems: ABS 2S, 2E, 5.0, 5.3/5.7, 8.0 Functions of various Bosch ASR/ESP systems Sensors that are passive and active wheel sensors, transverse acceleration, steering angle and pressure sensors Repair and safety instructions Practical work on cars Tyre pressure control in accordance with the EU Directive 661/2009 Construction and mode of operation for direct and indirect TPMS systems Identification and procedures regarding TPMS The participant must have participated in the Electronics 1 course. The participant will be able to perform individual troubleshooting and maintenance tasks on the air bag, driver assistance and intelligent light systems. Troubleshooting of connected cars. Content: Function and structure of passive safety systems: Air bag modules, sensors in the SRS system, extra functions, roll cages, battery safety clamps and active head restraints Function and structure of xenon, bi-xenon, side-beam headlights, dynamic and static side beam headlights, high-beam assistant, LED, Matrix and light length adjustment. Introduction to driver assistance systems, such as automatic braking, lane assistant, adaptive cruise control, sign recognition and night vision assistant Configuration and calibration with Bosch DAS tool Updated: September 2017 Updated: February

17 Comfort Electronics Comfort and Safety Systems Passenger car mechanics / automotive electricians / technicians with experience in the use of ESI[tronic] and Bosch units KTS/FSA. The participant must be able to perform individual diagnostics and perform maintenance activities on infotainment systems. The participant will also acquire an understanding of the design and function of network systems, as well as opportunities for testing vehicles. Content: Layout and differences in bus systems Create a network topology using ESI[tronic]. Evaluate error patterns in the bus systems and illustrate measurement alternatives. LIN bus Flex Ray MOST Measurements on the network Design and function of modern infotainment systems Navigation systems After-market and Bosch Electronic Repair Service Practical troubleshooting and measurements in various CAN systems Engine Management Systems Updated: May

18 Engine Management 1 Engine Management Systems Engine Management 2 Engine Management Systems Automotive mechanics, automotive technicians, automotive electricians with a good technical understanding of fuel supply and ignition systems. Technical knowledge acquired in the Troubleshooting with KTS Bosch course, as well as knowledge of Bosch diagnostic and testing equipment. To possess in-depth knowledge of the management of the fuel supply, fuel injection, ignition and exhaust treatment, as well as troubleshooting of manifold injection from different manufacturers and suppliers. Content: Structure, purpose, function and troubleshooting of manifold injection, components and systems Interaction between sensors and actuators Based on previously acquired knowledge, functions and modes of operation for systems and components will be presented in a practical manner Use of previously acquired knowledge of diagnostics, configuration and maintenance of cars that use manifold injection systems Troubleshooting of cars using ESI[tronic], SIS, CAS, CAS[plus], KTS and FSA Basic principles regarding OBD Practical tasks in cars and engines with the above-mentioned systems Updated: May 2017 Automotive mechanics, automotive technicians, automotive electricians with a good technical understanding of fuel supply and ignition systems. Technical knowledge acquired in the Engine Management 1 course, as well as knowledge of Bosch diagnostic and testing equipment. To possess in-depth knowledge of the management of direct injection systems with solenoiddriven injection valves from different manufacturers. Knowledge of the different modes of operation and fuel injection systems in modern direct injection systems. Content: Structure, purpose, function and troubleshooting of direct injection systems and components The interaction between sensors, actuators, turbo charging, injection types and exhaust treatment Based on previously acquired knowledge, the functions and modes of operation for systems and components will be presented in a practical manner Use of previously acquired knowledge of diagnostics, configuration and maintenance of cars that use manifold injection systems Troubleshooting of cars with the use of ESI[tronic], SIS, CAS, CAS [plus], KTS and FSA. Basic principles regarding OBD Practical tasks in cars and engines with the above-mentioned systems Updated: January

19 Engine Management 3 Engine Management Systems Basic EDC Systems Engine Management Systems Automotive mechanics, automotive technicians, automotive electricians with a good technical understanding of fuel supply and ignition systems. Technical knowledge acquired in the Engine Management 1 and Engine Management 2 courses, as well as knowledge of Bosch diagnostic and testing equipment. Automotive mechanics / automotive electricians / automotive technicians with knowledge of diesel engines. Understanding the basic functions of a diesel engine and the system's components. Acquiring a basic understanding of the design of an EDC system. Individual adjustment and maintenance tasks, as well as thorough troubleshooting of mechanical and electronic diesel systems. Knowledge of direct injection systems from different suppliers of piezo injectors. Downsizing systems and related components. Content: Structure, purpose, function and troubleshooting of components and subsystems in direct injection systems Mode of operation and diagnostics on piezo and magnetic injectors The interaction between sensors and actuators, various types of turbo charging and injection. Start-stop functions, variable camshaft timing and exhaust treatment Based on previously acquired knowledge, the functions and modes of operation for systems and components will be presented in a practical manner Use of previously acquired knowledge of diagnostics, configuration and maintenance of cars that use manifold injection systems Troubleshooting of cars using ESI[tronic], SIS, CAS, CAS [plus], KTS and FSA Practical tasks in cars and engines with the above-mentioned systems Content: The basic structure of a diesel engine and its components Car-specific functions, design and mode of operation of all generations in a PDE system. Exhaust gas and the after-treatment of gases The design and mode of operation of mechanically and electrically controlled distributor pumps and high-pressure pumps (VP36/37, VP29/30 and VP44), in addition to Bosch Common Rail, injectors, nozzle holders, timing tools and hot-bulb systems Introduction of electric diesel control, EDC and individual components, as well as their tasks in different systems, such as pressure control, EGR, throttle, etc. Troubleshooting and testing of components through engine tests and KTS in consultation with ESI[tronic] 2.0 in cars, injector tests, repair and adjustment Updated: February 2016 Updated: January

20 Common Rail Systems Engine Management Systems Exhaust Gas After-Treatment Engine Management Systems Automotive mechanics / automotive electricians / automotive technicians with knowledge of diesel engines and systems. Automotive mechanics / automotive electricians / automotive technicians with knowledge of diesel engines and systems. To be able to make adjustments, perform maintenance and specific diagnostics for the latest generation of diesel injection with solenoid-controlled nozzles (Bosch Common Rail, UIS/PDE systems incl. CP4). Content: Motor vehicle-related functions, design and mode of operation for diesel injection systems (Common Rail) for all generations Test of components (for example, high-pressure pumps, injectors, EGR, turbo charger regulation) in cars Procedures and work with diagnostic software and tests, as well as functional tests with KTS, such as quantitative comparison, compression tests and resetting adapted values Using the ESI[tronic] 2.0, KTS, FSA and individual service tools (diesel set 1, 3/3.1, return meter, etc.) for targeted and efficient troubleshooting Troubleshooting and evaluation of exhaust after-treatment systems in passenger cars and vans. Content: Discharge of exhaust gases in relation to EURO 6 Alternatives to exhaust after-treatment Ad Blue DENOX in passenger cars and vans Structure and function of different particle filter systems (such as FAP from Citroen/ Peugeot/Ford etc.) Testing of components and systems with KTS in connection with ESI[tronic] in passenger cars Updated: January 2016 Updated: January

21 Third-Party Common Rail Systems Engine management systems Automotive mechanics / automotive electricians / automotive technicians with knowledge of diesel engines and systems Participation in the "Common Rail Systems" and "Exhaust Gas After-Treatment" courses. Understand the modes of operation for various diesel injection systems (such as Delphi, Siemens / Continental, Denso, etc.). Content: Structure and functions of various Common Rail systems manufactured by the brands Delphi, Siemens / Continental and Denso Procedure and mode of operation of diagnostic software, as well as individual testing functions through the use of ESI[tronic] 2.0 and KTS Diagnostic strategies and targeted troubleshooting and repair of faults Use of individual service tools for specific and thereby fast troubleshooting and repair of the motor vehicle Practical work: Troubleshooting and testing of components using FSA and KTS in connection with ESI[tronic] 2.0 and KTS connected to the motor vehicle Chassis systems Updated: October

22 Transmission Chassis systems Air Suspension Chassis systems Automotive mechanics, automotive technicians, automotive electricians who work and troubleshoot manual and automatic transmission systems. Technical experience with the use of FSA and ESI[tronic] 2.0 & KTS. By learning how different transmission systems work, the participant should be able to identify the system and perform general maintenance and troubleshooting with the ESI[tronic] 2.0 and KTS. The participant will also be able to measure signals with FSA 7xx and 500. Content: Manual/automatic transmission (ASG & AMT) Automatic transmission with double clutch (DKG & DCT) Normal automatic transmission (AT) Continuously Variable Transmission (CVT) Internal components and their structure Explanation and functions for sensors, oil circulation, gear types, maintenance and troubleshooting Automotive mechanics, automotive technicians, automotive electricians and panel beaters. The participant will understand the basic chassis technologies and will be able to perform measurements on all available motor vehicles. Proper handling of the measuring device FWA4xxx. Content: Diagnostics and adjustment of modern suspensions and their individual components (such as multi-link front axle) Design and mode of operation for assisted steering systems, specifically Servolectric and active steering Proper installation of axle components Analysis of suspension with FWA4xxx Requirements for rims and tyres, method for use of various "limp-home" systems Practical work on cars Updated: August 2015 Updated: November

23 Electric and Hybrid Systems New type of info for ESI[tronic] 2.0 EBR Experience-Based Repair Find the right solution in a few seconds when you are performing difficult troubleshooting. With the new web-based EBR info type, we can offer the most likely known solutions based on experience from several thousand service centers. All existing ESI customers with SD and SIS, as well as internet access, have the opportunity to try EBR on eight different motor vehicles. Learn more on our website. dk-ww.bosch-automotive.com What drives you drives us

24 High Voltage Awareness Level 1, Electric and Hybrid Systems High Voltage Technician Level 2, Electric and Hybrid Systems Automotive mechanics, automotive technicians, automotive electricians and panel beaters who work on electric vehicles. Automotive mechanics, automotive technicians, automotive electricians and panel beaters who work on electric vehicles. Participation in the Troubleshooting with KTS and Measurement with FSA courses. The participant will understand the importance of working, and how to work safely with electric vehicles. Knowledge of different hybrid systems, fuel cell systems and electric cars. After the course, the participant should be able to isolate high-voltage batteries, work on voltage-free systems and give instructions to other employees. Content: Basic knowledge of electricity as a source of energy in cars Different types of alternative propulsion and systems Structure, function and mode of operation for electric cars Safety instructions Safety measures to prevent electrical current through your body and the formation of sparks Electrical hazards and first aid Definition of a voltage-free car Technical responsibility Practical procedures for work on high-voltage components and systems Training on voltage-free cars Practical tasks and demonstrations Updated: September 2017 Description Participation in the High Voltage Awareness Level 1 course and passing the theoretical examination. Level 2 in accordance with BGI/GUV-I This qualifies for electro-technical work on highvoltage systems, which are voltage-free on non-hv-intrinsically-safe cars and systems. Be able to disable voltage, confirm that the system is without voltage and work on voltage-free components. Give instructions to co-workers and keep them under supervision. Motor vehicles with no type approval, retrofitted hybrid systems or prototypes are classified as non-intrinsically-safe high voltage systems, since HV-intrinsically-safety cannot be guaranteed on these cars. Content: Power as a source of energy in cars. High-voltage concepts in cars. Design and mode of operation for high-voltage components such as: Energy storage and battery management in Lithium Ion, Nickel Metal Hydride batteries and supercapacitors. Inverter control and power electronics. Electric motors and gear systems. Electric AC compressors and PTC heating elements. DC/DC converters. Fuel cell systems. Regenerative braking. Electrical hazards and risks. Personal protective equipment Organisation of HSE. Technical and managerial accountability, employee qualifications. Practical access for work on non-intrinsically-safe HV systems Practical work Updated: October

25 High Voltage Awareness Level 3, Electric and Hybrid Systems Passenger car mechanics / automotive electricians / automotive technicians who work on HV vehicles. High Voltage Technician Level 2. Level 3a in accordance with BGI/GUV-I This qualification is a prerequisite for being able to work under high voltage and work near high-voltage components that are electrified. Content: Definition of scope. Qualification for electro-technical work on high-voltage systems. Competence of a high-voltage technician Organisation of work. Personal protective equipment and other relevant protection. Statutory foundations, rules and regulations. Electrical hazards and accidents. Response to accidents. Use, treatment and inspection of personal protective equipment and safety equipment, as well as tools and measuring equipment for use on high voltage systems. Planning, preparation, performance and conclusion of work on electrified systems. Measurement and control of electrified systems. Replacement of spare parts on electrified systems. Diesel repair Updated: February

26 EPS Test Bench Diesel repair EP PE Diesel repair day 5 days Automotive mechanics / automotive electricians / automotive technicians with practical experience in the handling of injection pumps and diesel test benches. Automotive mechanics / automotive electricians / automotive technicians with at least half a year of practical experience with injection pumps. Participation in the Troubleshooting with KTS and Measurement with FSA courses. To set up, maintain and use the Bosch diesel test bench and all of the accessories. Content: Basic EPS equipment and functions Design of EPS Test software EPS 945 Introduction to all the optional devices for EPS 815 (such as the 2500 bar rail, CRI/ CRIN848H, third-party test sets, etc.) Use of individual optional devices. Testing of UI, CP, CRI and VP44 (no system training) Differences and applications between 1800 bar / 2500 bar test sets Test of Bosch MV injectors CRI and CRIN Explanation of the test software, various tests and related symbols Test of piezo-electric injectors from Bosch, Denso and Siemens To be able to independently perform maintenance, test, adjust and perform other work on the above-mentioned products in accordance with technical documentation. Content: Management of technical documentation Explanation of the basics of diesel fuel injection, fuel circulation, fuel pumps and filters Removal, installation and adjustment of different injection pumps and control systems Explanation of injection pump series, A, P +++, and their control systems, RQ, RQV, RQV-K, RSV, with and without LDA Maintenance and adjustment of EPS 711/815 Updated: October

27 EP VE Diesel repair EP RE-EDC Diesel repair days Automotive mechanics / automotive electricians / automotive technicians with good knowledge of injection pumps. Automotive mechanics / automotive electricians / automotive technicians with good knowledge and experience with diesel fuel injection pumps and diesel maintenance work To perform all practical work on distributor (VE) pumps of the VE-F and VE-E (VP15, 36, 37) types and the optional modules. To perform maintenance, testing and adjustment on the test bench for the above-mentioned systems and components in SIS and ESI[tronic]. Content: Management of technical documentation Design, function and mode of operation for VE pumps with optional modules, VE-EDC pumps (VP15, 36, 37) Removal, assessment of the component and installation of pumps Testing and adjustment of pumps using the respective test units on EPS 708/815 test benches Updated November 2015 Content: Function and mode of operation for electronically controlled M pumps. P pumps. H pumps (sliding valve controlled pumps) and their various electrical positions (series RE 22, 24, 30, 31, 33, 36). Removal assessment, installation, adjustment and testing of the above-mentioned pumps and EPS 711/815. Updated: January

28 EP CP Diesel repair EP CRI(N) Diesel repair Automotive mechanics / automotive electricians / automotive technicians with good basic knowledge of injection pumps. To be able to perform all practical work on Common Rail high-pressure pumps of the CP1, CP3, CP1H and CP3H types. Content: Design, function and behaviour of Common Rail high-pressure pumps Special functions that are to be observed during the maintenance of pumps Maintenance of the bearing cover and pump housing for CP3.x Test and fault diagnostics on the pump on the EPS 708 and 815 test benches Updated: May 2015 Automotive mechanics / automotive electricians / automotive technicians with extensive knowledge and experience in the maintenance and testing of diesel generators, as well as the design and function of Common Rail systems. Removal of Common Rail injectors and testing these on the EPS 708 or 815 diesel test bench after assessment of the available damage report and the completion of maintenance. Content: Operating condition of MV (solenoid valve) injector Differences in the most important types of CRI and CRIN Stage 1 and 2 tools and their use Testing equipment for EPS 815, 708 and 205 Quick-clamping device CRI/CRIN 848H Removal, assessment and repair of CRI/CRIN after stages 1 and 2 Performance of testing on EPS 815, 708, 205 and assessment of test protocol Testing equipment and testing of CRI by a third party (Denso, Delphi) Updated: June

29 EP CRI(N) Stage 3 Diesel repair EP Piezo Diesel repair day Automotive mechanics / automotive electricians / automotive technicians with extensive knowledge of and experience with the maintenance and testing of diesel generators, as well as the design and function of Common Rail injectors, stages 1 and 2. Knowledge of maintenance work after stages 1 and 2. Automotive mechanics / automotive electricians / automotive technicians with good knowledge of and experience with the maintenance and testing of diesel generators. Technical knowledge from the EPS Test Bench course. CRI testing of solenoid valve-controlled injectors The participant is able to perform full maintenance of a CRI/CRIN stage 3 and adjust the tool correctly. Content: Differences in types of Bosch MV (solenoid valve) injectors Explanation of injector functions, air gap, flashover, valve spring force, nozzle spring force and nozzle needle stroke Differences in maintenance work for stages 2 and 3 Explanation of tool for stage 3, especially external meter, pneumatic devices, activation devices and pressure device Handling of measurement adapter Application of maintenance software CRR 920 and CRR 320 Testing of pumps on EPS 708 and 815 test benches To test piezo injectors from Bosch, Siemens/Continental and Denso. Content: Function and design of the Bosch piezo injectors, differences in CRI with solenoid valves Function and design of Siemens/Continental and Denso piezo injectors Connection, hydraulic and electric, on EPS 815, 708 EPS and EPS 205 test benches New procedure in EPS 945 software Updated: June 2015 Updated: December

30 EP CP4 Diesel repair EP VP Diesel repair Automotive mechanics / automotive electricians / automotive with good knowledge of and experience with diesel injection pumps. Automotive mechanics / automotive electricians / automotive with good knowledge of and experience with diesel injection pumps. Experience in the use of the EPS 815 and/or EPS 708 diesel test benches. Experience in the use of the EPS 815 and/or EPS 708 diesel test benches. The participants must be able to test and repair a CP4 pump and learn what is necessary this connection. Provision of all practical customer service activities for distributor-type injection (VE) for pump types VP29/30 and VP44. Content: Basic equipment and function of the CP4 pump Maintenance of the CP4 pump Introduction to testing equipment for EPS 815 and EPS 708 Testing of CP4 pumps on the EPS 815 and EPS 708 test benches Bosch QualityScan Updated: December 2015 Content: Management of technical documentation Design, function and behaviour of solenoid controlled VE-M pumps (VP 29/30) and VR pumps (VP 44) Removal, assessment of the components and installation of pumps Testing and adjustment of pumps with the respective test units on the EPS 815 diesel test bench Updated: August

31 EP UI/UP Diesel repair Automotive mechanics / automotive electricians / automotive technicians with extensive knowledge of and experience with the maintenance of diesel generators. Experience in the use of the EPS 815 and/or EPS 708 diesel test benches. To be able to remove the components UI from pump nozzle systems and UP from pump line nozzle systems in passenger and commercial motor vehicles to assess the available damage patterns and to test them on the EPS 815 diesel test bench using CAMBox CAM 847 after completing the maintenance work. Content: Explanation of the design and function of UI for passenger cars/commercial vehicles, as well as UP pumps Retrofitting EPS 815 with the necessary testing equipment CAM 847 and use of the equipment Removal, analysis and maintenance of UI/UP Replacement of the nozzles on UIN3 Testing of UI/UP from EPS 815 and explanation of the test software required for this Management of technical documents for maintenance and testing Heavy goods vehicles Updated: October

32 Measurement Technology Heavy goods vehicles Common Rail & UIS/UPS Heavy goods vehicles Mechanics from commercial motor vehicle organisations who focus on light and heavy motor vehicles. Basic knowledge of electrical systems (Electronics 1). The participant will acquire in-depth knowledge regarding targeted and fast diagnostics and reliable troubleshooting of various sensors and systems in commercial motor vehicles. Content: Diagnostic opportunities using measuring instruments such as multimeters, FSA engine testers and oscilloscopes Self-diagnostics with KTS Truck Use of electrical wiring diagrams Sensor signals in different systems, such as Electronic Diesel Systems (EDC), tractor and trailer brake systems, air suspension, comfort systems, drive gears, etc. Explanation of various input and output signals Practical work on cars and models using the Electronic Service Information system ESI[tronic] Updated: January 2016 Content: Mechanics with basic knowledge of diesel engines. The participant will acquire a deeper understanding of the various Injector/Unit Pump systems and will be able to troubleshoot large diesel engines with both KTS Truck and measurement tools. In addition, the participant will be able to understand and interpret the measured values outputted by KTS Truck. Presentation of Common Rail and UIN/UPS systems in trucks, theoretical examination of the individual components, testing of injectors with EPS 205 and several measurements from various sensors and actuators. Common Rail systems in trucks High-pressure pumps Deutz CR with PF45 Rail and sensor Pressure limitation valve Bosch type formulas CRIN, CRIN 3.3, CRIN 4.2 Scania XPI / Scania HPI Signals and actuators EDC MS 62 UIN Monorail and Dualrail UIN adjustment for Volvo and Scania DAF UPS Stage holders Updated: January

33 Exhaust Gas Systems Heavy goods vehicles Comfort Electronics Heavy goods vehicles Mechanics with a basic knowledge of commercial motor vehicles. Mechanics with a basic knowledge of commercial motor vehicles. Content: The participant will acquire an in-depth understanding of the composition of the exhaust gas from diesel engines and the various methods that are used to reduce them. The participant must be able to identify and repair today's Denox systems, and he will learn how to use all the functions of KTS Truck for diagnostics and advanced troubleshooting. Theoretical analysis of the composition of exhaust gases and the potential of exhaust aftertreatment systems. Composition of exhaust gas from trucks SCR catalytic converter Ad Blue Denox 1 Denox 2 Diagnostics on Denox systems Particle filter Blue-Tec Routine performance of diagnostics and repair work on electronic comfort systems and other electrical systems in commercial motor vehicles using different diagnostic equipment. Content: Structure, function and diagnostics of electrical circuits in starters and generators. Function and diagnostics for multifunctional controllers Structure, function and diagnostics for individual comfort systems, such as cabin heaters, air conditioning, power windows, central electronic control units, central electronics, etc. CAN bus Development of diagnostic opportunities and testing capabilities through KTS Truck and ESI[tronic]. Use and diagnostics with oscilloscopes on FSA500, FSA7xx and KTS 5xx and 6xx Development of diagnostic strategies Practical work on motor vehicles that are equipped with after-market systems Updated: January 2016 Updated: January

34 ABS/EBS Heavy goods vehicles Bosch Service Excellence Business and management training Mechanics with a basic knowledge of commercial motor vehicles. Bosch Service Excellence Training A comprehensive guide to how you can manage your business from a technical, organisational and commercial point of view. As one of the first countries in Europe, Bosch Car Service Denmark has taken the initiative to establish a long-term training programme for owners and personnel in the Bosch Car Service chain. The training is divided into 6 modules. Create a deeper understanding of ABS and EBS systems on modern trucks, as well as a review of basic knowledge of air brake systems. Content: Port names and drawing symbols Extract from the EC Braking Directive Air process system Service brake system Parking brake system Trailer control Trailer brake system Electronic brake systems Wheel brakes Air suspension and optional devices Updated: January 2016 Where and how is BSE training arranged As a course center, we have decided to make it as local as possible, by giving participants a choice between East and West, i.e. Ballerup or Fredericia. This requires, however, that there is sufficient attendance at each individual location. Otherwise, we will place the participant as close to his private address as possible. The courses are organised so that you are not away too long from your day-to-day work, but there is nevertheless enough time to go into depth with the various tasks. The courses offer training and education that has been designed for owners, managers and employees in the BCS organisation in Denmark. The participants will be divided into permanent groups with a maximum of 12 people, who will be followed up throughout the entire period. Who is responsible for carrying out the BSE training in cooperation with BCS Bosch Car Service Denmark has signed an agreement with HOLCO Automotive AS, and this company is responsible for the content and the actual training. HOLCO Automotive is a consulting and training company that focuses solely on the automotive industry and has arranged numerous courses and training programmes for the Danish automotive industry for more than 23 years. Instructors from HOLCO have on average more than 20 years of experience in the automotive industry before they are employed by the company. The courses cover, for example, a wide range of topics, all specifically adapted to the day-to-day life and competitive situation that the BCS organisation's managers and employees are exposed to every day. Practical information The Bosch Service Excellence training programme takes 1 year and can only be ordered as a complete package consisting of 3 modules of. You cannot register for individual modules. After completing module 1-3, it is possible to continue with module 4-6. The training programme's learning objectives are followed up, as well as the individual goals for each of the participants. This follow-up either takes place online using Skype or by a personal visit with an individual agreement on the content and settlement. You can register on our website or by to training@dk.bosch.com. All cancellations must be reported to training@dk.bosch.com or by phone to no later than 14 days before the start, otherwise the full amount will be billed for the course

35 Module 1 Operational optimisation Bosch Service Excellence Module 2 Service center management Bosch Service Excellence P P Learning objectives: To create the best possible and most efficient service center that is managed by means of the performance data collected. Learning objectives: To develop and strengthen the participants' understanding of their own personality and action patterns in connection with management tasks at one's own service center. Content: Operational optimisation of one's own service center with a basic understanding of Key Performance Indicators (KPI) as a management tool How and what data is collected for the definition of KPIs Read-out of KPI data causality/action/measurement/adaptation Plan of action is established Final test for achievement of learning objectives Content: Service center management with a basic understanding of personal management tools Service center management with a focus on an efficient workflow and FIRFT Design of the management plan for one's own service center Final test for achievement of learning objectives 68 69

36 Module 3 Customer satisfaction and customer loyalty Bosch Service Excellence Module 4 Customer complaints, warranties and goodwill Bosch Service Excellence P P Learning objectives: To develop and strengthen the participants' understanding of customer satisfaction and customer loyalty, and to develop and strengthen the participants' ability to sell more services and products at the same time also to B2B and fleet customers Content: Retention of customers, winning new customers and follow-up on service center visits Customer satisfaction, strategy and objectives Service behaviours, service promises B2B customers, fleet customers, strategy development for the B2B area Plan of action for strengthening customer satisfaction and loyalty Final test for achievement of learning objectives Learning objectives: To develop and strengthen the participants ' ability to handle customer complaints and warranty claims and to turn the customer experience into something positive whether the complaints are submitted at one's own service center or on social media. To strengthen understanding and insight in connection with the calculation and sale of service agreements. Content: Warranty and goodwill (law + practice) Handling of customer complaints at the service center Handling of social media in connection with customer complaints Service agreements, background, calculation, risk profile Sales and marketing of service agreements Plan of action Final test for achievement of learning objectives 70 71

37 Module 5 Personnel selection and recruitment Bosch Service Excellence P Module 6 Sales and branding Bosch Service Excellence P To strengthen the participants' ability to hire the best employees, and develop the ability to have an eye for talent and be able to distinguish between good and really good employees. We will give the participants the tools and techniques needed to employ better qualified employees and thus establish a better business. Content: Personnel selection and recruitment of new employees How do you recruit what media and methods do you use "Human capital" the biggest indicator of your success Recruitment, interviewing and onboarding procedures Maintenance of the "human capital" Final test for achievement of learning objectives Learning objectives: To develop and strengthen the participants' understanding of brand value to generate additional income and customer loyalty, and to develop and strengthen the participants' ability to sell more services and associated products at the same time. Content: How to use the Bosch Car Service brand in the right way This is how the benefits and values of the brand's history and customer perception are illustrated (a service center network with high quality standards) can give you and your customers Sales and upselling to service center customers Sales of services financial argumentation Properties benefits dividends, sale of products (value-based selling). Final test for achievement of learning objectives 72 73

38 Notes About Bosch The Bosch Group is a leading international company that focuses on engineering and the provision of services. The Group has approximately 390,000 employees worldwide (as of 31 December 2016). In 2016, the company reported sales of EUR 73.1 billion. The Bosch Group is divided into four business areas: Mobility Solutions, Industrial Technology, Consumer Goods and Energy and Building Technology. As a leading IoT company, Bosch offers innovative solutions for smart homes, smart cities, connected mobility and connected industry. With expertise in sensor technology, software and the provision of services, as well as its own IoT cloud, the company can provide customers with connected solutions across various disciplines from one and the same provider. It is the Bosch Group's strategic goal to create solutions for the connected life and to improve the quality of life throughout the world with products and services that are innovative and create enthusiasm. In short, Bosch creates technology that is "Invented for life". The Bosch Group consists of Robert Bosch GmbH and approximately 440 subsidiaries and regional companies in roughly 60 countries. Including sales and service partners, Bosch's international production, development and sales network covers almost all the countries in the world. The basis for the company's future growth is its innovative strength. Bosch has 59,000 employees in research and development at 120 locations around the world. The company was founded in Stuttgart in 1886 by Robert Bosch ( ) as a "service center for precision mechanics and electrical engineering". The special business structure of Robert Bosch GmbH guarantees the Bosch Group financial independence. It gives the company the opportunity to carry out long-term planning and make significant investments to ensure the future. 92% of the shares of Robert Bosch GmbH is owned by the non-profit foundation Robert Bosch Stiftung GmbH. The right to vote is exercised largely by Robert Bosch Industrietreuhand KG, which safeguards the company's ownership function. The remaining shares are held by the Bosch family and Robert Bosch GmbH. More information is available at: