About Us

 
Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz 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:

Responsible for supporting Service Product Management team on the development and deployment of the Mercedes-Benz USA digital customer service experience strategy. The Service Technology Sr. Analyst will report directly to the Manager of Service Technology. The position will provide support and governance for programs managing in-dealer software solutions, connected car service leads, and will support MBUSA’s growth strategy through these programs and initiatives by enhancing the dealer service process. This position will partner with a variety of stakeholders, including Aftersales Business Development (ASBD), IT, Marketing, Vans, Network, Engineering Service, etc. to support various Service Technology topics. The Service Technology Sr. Analyst will work with a variety of teams to keep lines of communication open and focus on always maximizing business potential.

Responsibilities:

• Analytics – comprehensive and thorough analysis of service lift, customer satisfaction, survey data, etc. Analyze and maintain reporting to measure success of service technology programs, forecast impact of new tools, and identify insights to further drive dealer efficiency.
• Business Development – Identify gaps based on research and Network/Dealer insights, support development of new projects & tools. Assist with new project launches and the alignment of all stakeholders to ensure their success. 
• Competitive Landscape Research – Research and understand competitive offerings with other OEMs, research new tools within the Service Technology market. 
• Cross-Functional Alignment – Collaborate with MBUSA Marketing, MBUSA Legal, and MBUSA IT to develop impactful integrations and solutions to create seamless digital-first dealer and customer experience
• Marketing Collaboration – Understand customer service journey and dealer needs; Assist in the development of Lead Management System to facilitate transfer of Service marketing leads.
• Reporting - Create, implement, and monitor Key Performance Indicators (KPIs) specific to digital service strategy and connected car service leads
• Service Contracts – Manage development to support the online sale of prepaid maintenance and extended limited warranty contracts through an MBUSA-backed digital retailing tool, integration with “buy now, pay later” (BNPL) providers, and service contract website change implementation. Support Service Contracts team with various other technology-focused projects impacting the service contract business
• Service Programs – Support Service Programs team with initiatives to enhance technology services & offerings into dealers to further Express and Mobile Service programs. Initiatives include, but are not limited to: scheduling, customer satisfaction tools, dealer technology needs, planning and analyzing feasibility of technology projects to implement in the dealer network
  
  

Qualifications 

Education 

Bachelors Degree (accredited school) with an emphasis in:

• Accounting
• Business Administration
• Business Management
• Communications
• Finance
• Marketing
• Management / Computer Information Systems
  
  

2-4 years combined experience in one or more of these disciplines:

• Administration: Knowledge of administrative procedures, process/project development, and system procedures.
• Automotive – Retail: Knowledge of retail processes and procedures, with emphasis in New and Pre-owned sales, accessories, service and parts.
• Business – General: Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.
• Business Management: Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, human resource management and efficiency and process methods.
• Market Research: Knowledge of market research sources, data analysis techniques and methodology from various research tools.

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.