The electrification, advanced technologies and evolving customer expectations require constant skills updates in workshops, regardless of brand. From affordable vehicles to ultra-premium models, methods vary, but the goal remains the same: maintaining excellence across the entire dealer network through comprehensive, adaptable training programmes.

Hyundai: A Solid Foundation

At Hyundai Canada, everything starts with a rigorous approach. The network relies on a multi-level certification system, from Associate Technician up to Master status. Each level includes modules on new technologies, upcoming models and electric powertrains.

Training is mostly conducted in person, either at Hyundai Canada’s regional training centres or at head office. “Our trainers are regularly instructed by specialists from global headquarters,” explains Frédéric Mercier, Product and Public Relations Manager for Quebec.

The company has also developed a management-focused curriculum in partnership with JD Power and Associates. These modules cover general skills, productivity, leadership, coaching, customer service and after-sales operations.

To address digital demands and ensure a seamless transition between web platforms and showrooms, retailers receive brand-specific training directly from suppliers. Developed to the marque’s requirements, this tailored learning ensures continuity “to match the experiences we aim to deliver our customers,” adds Mercier. Detailed reports allow the company to track and measure service-point performance.

On recalls and warranties, the manufacturer provides full support: online seminars, in-person workshops and field teams. These specialists also focus on customer retention and optimizing workshop capacity planning. Moreover, with its Signature certification program, Hyundai accelerates in-person after-sales training to guarantee an optimal customer experience.

Hyundai also recognizes the value of learning within its teams. Excellence awards, CEO-signed letters and national skills competitions all serve to motivate staff and showcase their expertise and know-how.

Mercedes-Benz: The Art of Mentorship

Mercedes-Benz’s training is as broad as it is detailed, adapting smoothly to each technician’s expertise and needs. The program follows clear stages: Associate and Maintenance Technician, Systems Technician, Master Technician, Diagnostics Expert and High-Voltage Specialist. Additional modules cover new models and post-collision body repairs.

Training is offered in person, online or virtually. The centres in Mississauga, Montréal and Richmond host practical sessions, and all Canadian instructors are certified by global headquarters, ensuring alignment with the marque’s standards. The June inauguration of the Mercedes-Benz Training Academy in new British Columbia facilities further strengthens this capacity.

Recently, the company launched a collision-repair program that includes specialied content such as aluminum welding, meeting the evolving requirements of brand-certified bodyshops nationwide.

Mercedes-Benz also supports its technical advisors and service managers in developing managerial, interpersonal and operational skills. Webinars, performance indicators, prospect-tracking tools and partner-supplier support help ensure a smooth integration of online commerce and showroom operations.

Digital tools play a leading role. They ensure consistency across departments and optimize the customer experience. Managed in real time, recalls are performed mainly Over the Air (OTA), along with software updates and diagnostics. This approach reduces turnaround times and even enables parts to be ordered before the vehicle arrives at the workshop.

Décarie Motors: Tailored Mechanics

Omar Libbos has been with Décarie Motors since 1996. Starting as an intern and then a Jaguar Land Rover mechanic, he now leads after-sales service for Bentley and Aston Martin, overseeing six specialized technicians. In the ultra-luxury segment, standards are exceptionally high and the overall experience must be flawless.

Before the pandemic, 80 percent of training was in person. After years of virtual learning, technicians are again travelling to refine their craft. Aston Martin staff head to Orange County, California, while Bentley teams depart for Crewe, England, for advanced stages. Travel frequency depends on individual needs, technology updates and new-model launches.

The path to Master Technician spans four years, concluding with a two-day examination that includes troubleshooting exercises and a customer-relations assessment. Although they spend most of their time in the workshop, employees must communicate tactfully and professionally with owners to build trust—a crucial step in this niche market that often leads to lasting customer loyalty. “They say sales sell the first car, but service sells all the rest,” says Libbos.

To further delight discerning clients and better meet their needs, Libbos recently launched a cross-training program. “My Aston technicians learn Bentley basics, and vice versa. It’s over a hundred hours of training. The aim isn’t to make them masters of every brand, but to better balance workloads,” he explains—accommodating owners whose prized cars visit Quebec roads mainly from April through October.

Product exclusivity adds complexity at every turn. Each intervention demands precision, rigour—and often patience. If an issue persists even after following global-headquarters directives, a specialist hops on a plane and resolves it on site.

Service doesn’t end at the workshop. “Clients can call me on weekends. I’m reachable at all times,” Libbos emphasizes. Even if he cannot always provide an immediate fix, he does everything possible to assist—offering reassurance and strengthening the relationship.

Whether it’s a Hyundai SUV, a Mercedes-Benz sedan or an Aston Martin coupé, technical expertise has become a powerful loyalty lever. Manufacturers invest in training, digital tools and personalized service. Across all segments, they face the same challenges: anticipating needs, instilling confidence and delivering excellence.