Advisor, PTS Technical Case Management

About Us

 

Mercedes-Benz 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

The Technical Case Manager service as an active link between MUSA (HO, Regions, Engineering Services including QEC and MB Dealer network to provide information on and proactively assist with technical product issues pertaining to design, quality, service, diagnosis, and repair of Mercedes-Benz vehicles. 

Responsibilities 

 

Case Management

 

•    Works predominantly independently to provide technical support on individual cases for our dealer network.  
•    Guide/instruct dealer technicians in the proper diagnostic and repair procedures.   
•    Escalate, manage, actively monitor progress, and resolve technical cases in cooperation with Mercedes-Benz AG colleagues and other internal MBUSA departments. 
•    Independently prioritizes, assigns and escalates technical support cases to Field personnel for on-site deployment for further action and diagnosis. 
•    Sets clear and reasonable expectations to ensure transparency and mutual accountability to fulfill individual service level. 
•    Provide escalation to management in circumstances where expectations are not fulfilled. Individual has discretion to advise replacement of major assemblies if required.  
•    Collaborate with other Engineering colleagues to discover root causes for technical issues and create potential interim repairs for open technical issues. 
•    Develop, utilize, and dispatch advanced data acquisition and data logger technologies with MB dealers in order to support individual vehicle repairs and larger technical issues.   
•    Incumbent is expected to utilize MBUSA and Daimler IT Systems, such as PTSS/TIPS Case Module and XENTRY Portal (WIS/EPC, VeDoc) as well as diagnostic tools, such as Xentry Connect and has expert knowledge of advanced diagnostic tools (CANalyzer, CANape, Pico Scope, INCA, Monaco). Methods of technical support include a combination of online case management systems, advanced support technologies such as VR headset/Augmented reality, and email/telephone/conference call.
•    Drive Serviceability of repair solutions. Validate existing repair methods with the focus on efficiency and simplification. 
•    Collaborate with MB Academy: contribute to in-class training, training development and videos. 

 

Information Sharing and Communication

 

•    Fully understands and independently chooses most effective way to timely communicate technical issues and their respective resolution to his direct peers and the dealership network.  
•    Utilizes all appropriate methods, tools, and communication systems to interact between MBUSA and Dealership colleagues. 
•    Processes and systems used are Tech Topics Webinars, National meetings, TIPS GI/LI, WIS, Xentry etc.
•    Receives draft versions and publishes final versions of Technical Service Bulletins for the US market and /or edits Technical Service Bulletins provided by Mercedes-Benz AG for use in the US market. Tools and systems used are TIPS GI/LI, WIS, Xentry, etc. 
•    Expert knowledge of effective story-telling required.

 

Learn and Teach

•    Incumbent independently identifies learning fields and opportunities for self and others. 
•    Accrues expert knowledge (internal/external training and self-studies) and/or achieves cooperation from Mercedes-Benz AG and external partners in providing training to self and others. 
•    Training curriculum is developed mainly independently or Service Engineer is the ead of a project team. The training is then provided to MBUSA and dealer network in a proactive manner. 
•    Individual is comfortable presenting in front of large audiences and in front of cameras (webinars, conferences, meetings, etc.).

Individual Projects

 

•    The individual identifies and works on far reaching projects as project lead, including securing funding. Projects will change how Mercedes-Benz AG and/or MBUSA as a whole are doing business. 
•    Understands how to achieve buy-in across multiple areas of responsibilities and has a structured approach to project management.
•    Ensures and provides technical product support to all areas and departments within MBUSA by assisting in the resolution of any technical issues or questions which may arise on existing or upcoming vehicle systems and any other relevant systems; providing input on technical information systems and diagnostic systems.  
•    When required, provide technical support or serve as Subject Matter Expert for other internal MBUSA departments.
•    The above responsibilities may vary depending on incumbent's assigned area. The supervisor assigns specific systems and/or other subjects related to MBUSA’s vehicle lines and/or Engineering Service's goals and objectives to the incumbent.

Qualifications:

Education

Bachelor’s Degree (accredited school) or equivalent work experience with emphasis in Engineering 

Knowledge (necessary to perform proficiently in this job)

Must have 5-7 years total of experience in the following: 

• Automotive – Technical - Knowledge of automotive technical systems and repair/diagnostic 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
• Government - Knowledge of laws, legal codes, precedents, government regulations, executive orders, agency rules, as it relates to the automotive industry.

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.

Mercedes-Benz USA is an automotive company that specializes in the fields of manufacturing and distribution of cars. It also focuses on the fields of sales, marketing and distribution, and automotive. Mercedes-Benz was founded in 1926 and headquartered in Atlanta, Georgia.