Advisor, Field Service Engineering - Phoenix, AZ

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:

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...). Guide/instruct dealer technicians in the proper diagnostic and repair procedures. Protect the brand and corporate interests of both MBUSA & MBAG by providing technical support to investigate product liability, legal and customer retention claims that may cause a negative impact on brand image. Appear as an expert or fact witness in depositions, hearings, and trials by supporting corporate console in litigation cases brought forth to MBUSA & MBAG.

 

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 their interactions with Dealer.
•    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.

Qualifications:

•    Associate’s 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 Pre owned 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.

 

Skills & Abilities:

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.

 

Produces luxury passenger cars and premium light commercial vans.