Mercedes-Benz Vans USA · 1 month ago
Advisor, Field Service Engineer - Detroit, Michigan
Jacksonville, FL
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expMercedes-Benz USA, headquartered in Atlanta, GA, is responsible for the sales, marketing, and service of all Mercedes-Benz products in the United States. The Advisor, Field Service Engineer will provide direct technical support to dealer technicians, assisting in diagnosing and repairing vehicles, while also coaching dealer personnel to improve customer satisfaction. This role involves collaborating with various internal and external stakeholders to enhance repair quality and address customer complaints.
Automotive
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
Qualification
Required
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 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
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
Ability to incorporate new technology into current and future business applications
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
Must have knowledge of State and Federal requirements as it pertains to Lemon Laws
Benefits
Mitarbeiterhandy möglich
Mitarbeiter Events
Gesundheitsmaßnahmen
Betriebliche Altersversorgung
Mobilitätsangebote
Flexible Arbeitszeit möglich
Mitarbeiterrabatte möglich
Coaching
Mitarbeiterbeteiligung möglich
Parkplatz
Company
Mercedes-Benz Vans USA
Mercedes-Benz Vans are built to build your business.
1001-5000 employees
H1B Sponsorship
Mercedes-Benz Vans USA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (13)
2023 (13)
2022 (8)
2021 (6)
2020 (3)
Funding
Current Stage
Late StageCompany data provided by crunchbase