Advisor, PTS Technical Case Management

Overview

Job Description - Advisor, PTS Technical Case Management (MER
0003YD0)
Advisor, PTS Technical Case Management Group:
Mercedes-Benz Group AG

Description

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

The Technical Case Manager serves as an active link between MUSA (HO, Regions, Engineering Services including QEC and MB Dealer network) to provide information on and proactively assist with technical product issues pertaining to design, quality, service, diagnosis, and repair of Mercedes-Benz vehicles.

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.
• 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 focus on efficiency and simplification.
• Collaborate with MB Academy: contribute to in-class training, training development and videos.

Information Sharing and Communication

• Fully understands and independently chooses most effective way to timely communicate technical issues and their respective resolution to 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 storytelling 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 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.).

Individual Projects

• The individual identifies and works on far reaching projects as project lead, including securing funding. Projects will change how Mercedes-Benz AG and/or…