Mercedes-Benz USA · 2 days ago
Advisor, PTS Technical Case Management
Atlanta, GA
Full-time
Onsite
Senior Level
5+ years expMercedes-Benz USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. The Technical Case Manager serves as an active link between various departments to provide information and assist with technical product issues related to Mercedes-Benz vehicles. Responsibilities include providing technical support to dealers, managing technical cases, and collaborating with engineering colleagues to resolve issues.
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Responsibilities
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
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
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 head 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.)
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
Qualification
Required
Bachelor's Degree (accredited school) or equivalent work experience with emphasis in Engineering
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
Benefits
Mitarbeiterhandy möglich
Mitarbeiter Events
Gesundheitsmaßnahmen
Betriebliche Altersversorgung
Mobilitätsangebote
Flexible Arbeitszeit möglich
Mitarbeiterrabatte möglich
Coaching
Mitarbeiterbeteiligung möglich
Parkplatz
Gute Anbindung
Barrierefreiheit
Kinderbetreuung
Kantine, Café
Company
Mercedes-Benz USA
MBUSA is responsible for the distribution, marketing and customer service for all Mercedes-Benz products in the United States.
1001-5000 employees
H1B Sponsorship
Mercedes-Benz 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 (1)
2024 (6)
2023 (6)
2022 (5)
2021 (12)
2020 (3)
Funding
Current Stage
Late StageLeadership Team
Dimitris Psillakis
Head of Marketing and Sales North America and CEO
Sanjeev Sharma
Head of IT Infrastructure and Cross Functions Marketing & Sales (CTO)
Recent News
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