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

 

Join a highly skilled team as a Field Development Manager focused on the training and development of Mercedes-Benz USA frontline field staff in aftersales operations. This role plays a critical part in maximizing the performance and growth of the field team by equipping them with the tools, knowledge, and strategies needed to drive revenue opportunities, particularly in parts sales, customer retention, service programs, and warranty cost management. By understanding frontline business functions and leveraging expertise in curriculum design and content delivery, this position ensures that field staff are prepared to support dealers in achieving sustained growth, operational excellence, and market competitiveness.

As a key contributor to MBUSA’s success, you will develop and execute comprehensive training programs aligned with the company’s network strategy and business objectives. Collaborating with departments such as Customer Services, MB Academy, Marketing, and Digital House, you will create and deliver tailored training content to enhance the capabilities of field staff, enabling them to improve dealer performance, optimize service operations, and foster customer retention.

This role emphasizes curriculum design, using data-driven insights to create impactful materials that address critical business needs in aftersales operations, such as driving parts revenue, implementing service programs, and reducing warranty costs. You will deliver dynamic presentations and facilitate engaging training programs to ensure the content resonates with field staff and drives measurable outcomes.

A strong understanding of frontline aftersales operations—including service contract penetration, fixed operations, and parts sales—is essential to effectively address performance gaps and deliver actionable solutions. Additionally, you will monitor key performance indicators (KPIs), such as parts sales growth, service program adoption, customer retention rates, and warranty cost reductions, to refine training strategies and maximize field staff effectiveness.

As part of MBUSA’s commitment to excellence, this role promotes the implementation of industry-leading training practices to support aftersales and digital innovation objectives. By fostering skill development and operational excellence within the field team, you will contribute to MBUSA’s long-term success in dealer profitability and customer satisfaction.

This is a HQ based role with 50% travel to support and train field staff across the United States.

 

RESPONSIBILITIES

 

Field Development & Performance Coaching (70%)

• Deliver training programs, design curriculum, and provide hands-on coaching to develop a highly skilled and effective field team capable of driving dealer performance, increasing parts revenues, and enhancing customer retention while reducing warranty costs and supporting service program adoption.
• Collaborate closely with senior managers to share field team feedback on additional development needs, performance trends, and areas requiring performance management, ensuring alignment with strategic objectives and aftersales initiatives.
• Focus on delivering training and development programs that prepare field representatives to effectively support dealer requests, address operational challenges, and drive success in parts sales, service programs, and customer retention efforts.
• Work with MBUSA headquarters teams to align training initiatives with broader business goals, equipping field staff to address dealer needs in parts revenue growth, service program implementation, warranty cost reduction, and operational improvements.
• Provide one-on-one coaching and development tailored to individual field representatives’ needs, enhancing their skills, confidence, and overall effectiveness in aftersales support.
• Conduct engaging and interactive training sessions, including "Day in the Life" simulations, to equip field staff with practical tools and strategies for supporting dealers and achieving measurable aftersales objectives.
• Emphasize consistent performance coaching through a combination of virtual, classroom, and hands-on training, focusing on critical areas such as fixed operations, customer engagement, and service program adoption.
• Build strong relationships with field representatives, fostering a collaborative environment where they feel supported in delivering exceptional dealer performance, profitability, and customer satisfaction.
• Design and deliver data-driven training content targeting key aftersales performance metrics, including parts revenue growth, service program adoption, customer retention, and warranty cost reduction.
• Analyze field representatives’ performance data and KPIs to identify trends, refine training strategies, and ensure continuous improvement aligned with MBUSA’s aftersales objectives.
• Offer actionable feedback to field representatives to address performance gaps, optimize dealer support, and achieve measurable results in aftersales operations.
• Partner with Customer Services, Marketing, and Digital House teams to ensure training initiatives align with organizational priorities and best practices for the automotive industry.

Training Content and Curriculum Development (15%)

• Develop and refine training content and curriculum to support both field and dealer-focused training programs, ensuring alignment with MBUSA’s business objectives and network strategy.
• Design training materials and processes that emphasize long-term skill development, business growth, and consistent performance improvement across MBUSA’s network.
• Create and maintain accurate, up-to-date documentation for training initiatives, including onboarding programs, curriculum updates, and performance improvement strategies, to ensure efficient implementation and tracking of training goals.
• Collaborate regularly with internal teams—including Sales, Customer Services, and Marketing—to align training content with organizational priorities and optimize curriculum for maximum impact on dealer performance and market growth.

• Focus on developing engaging, data-driven training resources that address key areas such as revenue generation, customer retention, and operational excellence, supporting both field representatives and dealer staff in achieving measurable success.

Field Team Member Onboarding (10%)

• Collaborate with HR Business Partners, Network, Sales, Pre-Owned, Customer Services, and Digital House teams to develop and execute a standardized, efficient onboarding process tailored for new field team members.
• Ensure all new team members—whether transitioning from internal roles or joining from outside the company—are equipped with the necessary tools, training, and systems to become "frontline ready" and effectively support dealer needs.
• Provide targeted training to familiarize new hires with MBUSA’s key tools and platforms, enabling them to efficiently manage dealer interactions, performance tracking, and business development initiatives.
• Focus on classroom-based training to immerse new team members in the core competencies and practical knowledge needed to excel in frontline roles, emphasizing hands-on learning and scenario-based exercises.
• Highlight the importance of interdepartmental collaboration by training new hires on how to effectively coordinate with teams such as Sales, Pre-Owned, Customer Services, and Marketing to drive cohesive dealer support and overall network success.
• Address the unique training needs of new hires from both internal and external backgrounds, ensuring a tailored approach that bridges knowledge gaps and reinforces critical skills for their role.
• Equip new field team members with strategies to maximize dealer performance and engagement, setting the foundation for sustained growth and strong partnerships within their regions.

 

Team/Cultural Development (5%)

• Fosters a culture of collaboration, innovation, and transparency within the organization, driving initiatives that support both team development and long-term business success.
• Leads projects with a focus on transformation, continually improving the business and cultivating a forward-thinking environment for all employees.

QUALIFICATIONS

 

 

Education

• Bachelor’s degree in Automotive Management, Business Management, Finance, Economics, Retail Operations, Statistics, Engineering, or a related field is preferred; or a minimum of 10 years of relevant experience.
• Deep expertise in automotive retail, with a strong focus on aftersales operations, including parts revenue, service programs, warranty cost management, and customer retention.
• Demonstrated ability to transfer knowledge effectively through training, curriculum development, and first-hand learning opportunities, ensuring team members fully understand and apply complex aftersales business concepts.

Experience

• Over 7 years of proven experience in Aftersales Retail/Wholesale operations, with a focus on increasing parts revenue, enhancing customer retention, driving service program adoption, and reducing warranty costs.
• At least 5 years of experience with Mercedes-Benz USA, Mercedes-Benz AG, or a comparable organization, with a successful track record in improving dealership profitability and operational efficiency in aftersales.
• Expertise in fixed operations, parts and service processes, and customer experience initiatives, with the ability to lead by example and transfer industry knowledge to team members through structured training programs and coaching.
• Proven ability to collaborate with C-level executives and senior leadership, aligning aftersales strategies with organizational goals while mentoring team members to handle complex professional challenges.

Skills

• Expertise in building and maintaining collaborative relationships with internal and external stakeholders, focusing on growing aftersales revenues, reducing warranty costs, and improving customer retention rates.
• Passionate about the automotive industry and highly knowledgeable in customer-centric aftersales practices, with a strong understanding of parts sales and service operations as key drivers of dealership profitability.
• Advanced skills in market research, data analysis, and performance metrics to identify opportunities for parts revenue growth, service program enhancements, and cost reduction, with the ability to translate insights into actionable training for team members.
• Strong ability to forecast, assess risks, and develop aftersales growth strategies in dynamic markets, while mentoring others to think critically and strategically about operational improvements.
• Exceptional organizational and planning skills, capable of managing multiple priorities and leading cross-functional projects to completion, while developing others to excel in similar roles.
• Excellent public speaking and communication skills, adept at delivering engaging, data-driven presentations to senior management, dealership leadership, and field staff.
• Ability to make strategic aftersales business decisions with a holistic understanding of market needs, resource allocation, and organizational priorities, while training others to adopt a similar perspective.

 

ADDITIONAL INFORMATION

 

Special Knowledge

• Knowledge or awareness of federal and state Franchise laws is a plus, with the ability to train others on how these regulations impact dealership operations.
• Established network within Mercedes-Benz USA or similar organizations, especially in areas such as Network, Sales, Customer Services, Marketing, and Digital House, with a focus on leveraging connections for training and development purposes.

 

 

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.