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Mercedes-Benz in the UK · 1 month ago

Sr. Associate, Field Technical Services User Help Desk

United States of America-Florida-JacksonvilleWork Locations

Full-time

Onsite

Mid Level

3+ years exp

Mercedes-Benz USA is one of Fortune's 100 Best Companies to Work For, responsible for the sales, marketing, and service of all Mercedes-Benz and Maybach products in the United States. The role involves providing second-level help desk support for Star Diagnostic Systems, addressing technical problems, and ensuring effective communication with dealers.

AutomotiveManufacturingSales Automation

Responsibilities

Provide First level support to Mercedes-Benz, Sprinter, and Smart dealers regarding SDS hardware issues, flash/coding issues, and general XENTRY issues. Manage cases within the PTSS application

Provide Secondary level support for MBUSA service engineering and FTS regarding, Software and Flash/SCN coding issues. Provide feedback and solutions within prescribed timelines. Record all cases in the XSF feedback system

Identify, develop and publish/make available technical information to maximize dealer effectiveness in relation to Star Diagnosis topics

Periodically review the pSDS system and advise of needed enhancements

Ability to work independently with limited support from management on projects that may include managing deliverables from other team members, departments or producing deliverables for other departments

The above responsibilities may vary. The supervisor assigns specific projects to the incumbent, who is expected to develop a training plan for acquiring and maintaining in-depth knowledge

Qualification

Star Diagnostic SystemAutomotive Technical KnowledgeAdministrative ProceduresAutomotive Retail KnowledgeQuality AssuranceRisk ManagementBusiness PracticesPartsAccessories Knowledge

Required

High School Diploma (GED) or equivalent work experience

Must have deep knowledge of the Star Diagnostic System and MB diagnostic systems

Must have 3 years (total) of experience in the following: 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

Automotive –Technical - Comprehensive Knowledge of automotive technical information systems and repair/diagnostic procedures

Business - General Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization

Parts and Accessories - Knowledge of parts and accessories businesses, marketing strategies and other business practices

Quality Assurance - Knowledge of accounting standards, statistical analysis, precision, measurement, and process capability

Risk Management - Knowledge of fundamental business practices, concepts and techniques to protect and preserve assets and/or minimize/control loss, such as avoidance, loss prevention and reduction, retention, grouping of exposure units, and transfer. Should include knowledge of fidelity, surety, liability, property, and group related policies and coverages

Must be able to work flexible hours/work schedule

Travel domestically & internationally

Work weekends and Holidays when required