In the world of modern luxury motoring, a gleaming badge and state-of-the-art engineering are only part of the story. True excellence is found in the unseen — in the precision servicing, the factory-certified expertise, and the promise that every journey is backed by uncompromising care. On 20 August 2025, Cycle & Carriage opened its doors to the media for a rare behind-the-scenes look at its Mercedes-Benz aftersales operations in Singapore, revealing how craftsmanship, innovation, and human touch combine to keep more than 75,000 vehicles performing at their peak each year.
A Network Built for Excellence
Cycle & Carriage operates three major Mercedes-Benz service centres across the island, staffed by over 160 factory-trained technicians. Each centre is equipped to the same global standards as the marque’s most advanced facilities worldwide, ensuring that owners in Singapore experience the same level of technical expertise as those in Stuttgart, Shanghai, or Tokyo.
But the story goes beyond technology and efficiency. What Cycle & Carriage emphasises is a customer-first philosophy — precision matched with a deep understanding of the unique needs of each owner. Whether it is routine maintenance, advanced diagnostics, or full body restoration, the company positions itself as a trusted partner throughout the ownership journey.
Thomas Tok, recently appointed Chief Operating Officer of Mercedes-Benz Operations at Cycle & Carriage Singapore, brings with him 12 years of experience across key markets such as China and Malaysia. He believes aftersales service is the bedrock of customer trust.
“Having witnessed how service excellence shapes the customer journey overseas, my ambition is to strengthen our capabilities here in Singapore. From the Mercedes-Benz Centre to our Pandan Loop and Eunos facilities, we are investing in people, deepening technical expertise, and ensuring every touchpoint remains seamless, premium, and world-class,” Tok said at the showcase.
Inside the Service Clinic
At the flagship Mercedes-Benz Centre, the media was introduced to the Service Clinic, a highly curated programme designed to preserve performance and reliability throughout a vehicle’s lifetime. Preventive diagnostics, system checks, and software updates were demonstrated, showing how potential issues are pre-empted long before they become problems.
Mercedes-Benz’s “Flying Doctors” – specialists dispatched across the globe for particularly complex cases – embody the brand’s uncompromising pursuit of technical mastery. In Singapore, the Flying Doctor worked alongside Cycle & Carriage technicians, fine-tuning performance settings based on live data and sharing best practices in vehicle upkeep. For customers, this collaboration is a reassurance that their cars benefit from both local know-how and global expertise.
Pandan Loop: Precision at Scale
If the Service Clinic offered a glimpse of meticulous care, the Mercedes-Benz Authorised Service Centre at Pandan Loop showcased aftersales engineering on a grander scale. Here, the media witnessed the beating heart of a high-volume yet precision-driven workshop.
This facility houses specialised divisions for Mercedes-AMG and Mercedes-Maybach vehicles, alongside the Body and Paint Centre of Competence — Singapore’s only workshop certified at the highest level by Mercedes-Benz for full-scale restoration and refinishing.
One of the standout technologies is the Daisy Wheel, the first of its kind in Asia. This automated paint system prepares formulations with a breathtaking accuracy of 0.1 grams, ensuring a flawless finish that matches factory standards. Complementing it is the Xentry diagnostic platform, which communicates directly with a car’s electronic systems to run guided tests, configure components, and install manufacturer-approved software updates.
Together, these tools exemplify the way Cycle & Carriage merges cutting-edge engineering with human expertise. As General Manager of Mercedes-Benz Aftersales Gary Chan explained, “Through rigorous diagnostics and access to Mercedes-Benz’s global technical network, we ensure every system runs at its best. What you see here is our people and our tools working together exactly as the manufacturer intended”.
Beyond Maintenance: A Holistic Ownership Experience
For customers, the value of Cycle & Carriage’s approach lies in more than just technical precision. Aftersales excellence extends to a holistic ownership experience — one that combines personal service, transparent communication, and long-term peace of mind. Every repair uses genuine parts, every technician is trained to global standards, and every interaction is guided by a commitment to maintain both performance and value over the lifetime of the vehicle.
The result is an ecosystem where Mercedes-Benz owners in Singapore enjoy the same confidence as those in any of the brand’s global hubs. It is not just about fixing a fault; it is about safeguarding the entire ownership journey.
Amid the advanced diagnostics and automated systems, what stands out most is Cycle & Carriage’s investment in its people. Technicians at its workshops collectively hold decades of brand experience, and the culture is one of continuous learning. The presence of global experts such as the Flying Doctor serves not only to solve complex cases but also to enrich the technical capabilities of local teams.
This human dimension — where craftsmanship is elevated through mentorship and knowledge exchange — reflects the philosophy that excellence is not static but constantly evolving.
Cycle & Carriage’s journey in the automotive world dates back to 1899, and today it represents some of the most respected marques in the industry. In Singapore, it is one of the most diversified automotive groups, with six showrooms and service centres supporting brands from Mercedes-Benz and Mitsubishi to Kia, Citroën, Peugeot, and more. Its legacy rests on trust, consistency, and an ability to adapt to changing times.
In the case of Mercedes-Benz, that legacy is carried forward through an unwavering commitment to aftersales. As vehicles grow increasingly sophisticated, the expertise to maintain them must evolve just as quickly. With its island-wide network, global resources, and people-first ethos, Cycle & Carriage demonstrates that excellence in aftersales is not simply a service — it is an art form.
