Advisor, Pts Technical Case Management - High Voltage

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: 'PRIDE = Passion, Respect, Integrity, Discipline, and Execution'.  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

Serves as an active link between MBUSA, Mercedes-Benz AG, and MB Dealer network to provide information and proactively assist with technical product issues related to design, quality, service, diagnosis, and repair of Mercedes-Benz vehicles.
Responsibilities include Case Management, providing technical information to the dealer network, and providing advanced technical training as subject matter experts to internal and dealer personnel. 

A successful individual in this role maintains and identifies the interdependencies between monetary expenses, legal risk, and brand expectations.  

The technical area of responsibilities may vary depending on business and corporate needs. 

Relevant additional skills:

Troubleshooting of High Voltage DC Systems: High-Voltage Lithium Ion Batteries, High Voltage DC     Systems, Power Electronics, and Electric Motors. Knowledge of DC Contactors, and High Voltage Safety Procedures and Processes. Proficient with physical layer diagnosis utilizing Digital Multi-Meter, Insulation Resistance Testing, CAN networking, and Electric Motor Diagnosis & Design.

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.

   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.  
• Utlizes 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.
• 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 as lead 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 may be a part of a project team or project lead. 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:

Automotive - Technical Engineering

Requirements and Conditions:

• Must be able to work flexible hours/schedule including Holidays and Weekends
• Requires valid Driver's License
• Travel domestically AND Internationally

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 automotive industry
• 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

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.