About Us

Mercedes-Benz USA, headquartered in Atlanta, GA is responsible for the sales, marketing and service of all Mercedes-Benz, AMG, and Maybach products in the United States.  In our people, you will find tremendous commitment to our corporate values.  Our products and employees reflect this dedication.  We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

Job Overview

Support MBUSA Customer Experience journey by providing direct technical support in diagnosing vehicles which dealer technicians are having difficulty to repair. This includes on-line phone or on-site support as well as coaching of dealer personnel to address any customer satisfaction improvement opportunities identified (i.e. CSI, FFV, JDP, etc).

Responsibilities

•    Provide technical assistance (Remote i.e. HoloLens/ GoToAssist) to dealers by resolving vehicle repairs which dealer technicians are having difficulty to diagnose and/or repair.

•    Authorize repair or diagnostic procedures, which include time allowance and modifications. Provide support to first level teams in TIPs when needed.

•    Collaborate with dealer management on workflow and process improvements in dealer to enhance Repair Quality performance as well as any customer satisfaction improvements identified through their interactions with dealer.

•    Guide/instruct dealer technicians in the proper diagnostic strategy, repair procedures, communication, and drive resolution for opportunities identified owned by MBUSA identified through on-site interactions with Dealer.

•    Provide new launch vehicle testing and evaluation to identify and resolve new technical issues through use of PT&E vehicle as means of transportation for on-site dealer support.

•    Provide technical input/ guidance to assigned Dealers. Provide input to TIPs case management and quality (Preferred Dealer contact).

•    Collaborate with FSE Lead, CAC, and other internal business partners to facilitate favorable resolution of owner complaints.

•    Conduct vehicle inspections in support of breach of warranty, lemon law, vehicle compliance or other special customer cases and provide case assessment, conclusions, and guidance to assist Product Analysis

•    Engineer, Legal counsel, and other internal business partners in making sound business decisions and facilitate favorable outcome in litigation.

•    Active Member of the FTS ADST Team. 

Qualifications

•    Associate degree (accredited school) or equivalent work experience with emphasis in: Engineering, Automotive Technology Fields

•    Equivalent combination of education and/or experience in automotive technology.

•    Must have a minimum of 10 years' service experience in diagnosis, maintenance, and repair of vehicles.

•    Mercedes-Benz workshop experience required.

•    Knowledge (necessary to perform proficiently in this job)

•    Knowledge of administrative procedures, process/project development, and system procedures.

•    General Knowledge of retail processes and procedures, with emphasis in New and Preowned sales, accessories, service and parts.

•    Comprehensive Knowledge of automotive technical information systems and repair/diagnostic procedures.

•    Knowledge of fundamental business practices and concepts that affect the success and profitability of the organization.

•    Knowledge of laws, legal codes, precedents, government regulations, executive orders, agency rules, as it relates to the automotive industry.

•    General Knowledge of parts and accessories businesses, marketing strategies and other business practices

Additional Information

  Analytical Skills:

•    Ability to collect data, establish facts, and identify trends and variances

•    Ability to integrate information from a variety of sources with varied levels of complexity Ability to review, interpret, and evaluate statistical information

•    Ability to formulate and test hypotheses for the purpose of forecasting outcomes

  IT Skills:

•    Ability to incorporate new technology into current and future business applications 

 Project Management Skills:

•    Ability to organize workflow and direct tasks as well as document milestones and ROI's and resolve problems Ability to organize and manage a team

 Other Skills:

•    Must have knowledge of State and Federal requirements as it pertains to Lemon Laws.

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team.  We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.