Advisor, PTS Technical Case Management – EE

Technical Case Manager

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.

Support MBUSA Customer Experience journey by providing direct on-line technical support in diagnosing vehicles which dealer technicians are having difficulty repairing. This role provides expert technical support, manages and resolves complex cases, and ensures the timely communication of technical information to dealers. The Technical Case Manager proactively assists with product issues related to design, quality, service, diagnosis, and repair of Mercedes-Benz vehicles, driving serviceability and customer satisfaction.

Responsibilities:

• Provide direct technical assistance to dealers by resolving vehicle repairs which dealer technicians, CDTs, and/or shop foreman are having difficulty to diagnose and/or repair while ensuring accurate documentation and resolution within TIPS.
• Lead root cause analysis of complex technical issues within assigned technical area, especially those unresolved by the dealer network.
• Escalate & manage complex cases to Mercedes-Benz AG and internal MBUSA departments as needed, maintaining transparency and accountability.
• Prioritize and assign cases for field deployment, coordinating on-site support when required.
• Advise on and authorize repair or diagnostic procedures and validate repair methods for efficiency and simplification.
• Apply advanced diagnostic tools (e.g., Monaco, Inca, Ecoute, CANalyzer, Pico Scope) for in-depth troubleshooting.
• Document technical findings, repair steps, and any gaps in documentation, tools, or processes; communicate these to relevant stakeholders with goal to improve Customer Satisfaction.
• Provide new launch vehicle testing and evaluation to proactively identify and resolve technical issues through use of Engineering Services Test Fleet.
• Collaborate with Field Service Engineer, Service Engineer, Frontline (TIPS & XSS), CAC, and other internal business partners to facilitate favorable resolution of owner complaints.
• Drive serviceability of repair solutions and contribute to technical training initiatives with MB Academy.
• Lead or participate in projects that improve technical support processes and dealer service quality.
• Support special test programs, product evaluations, and other technical events as required.
• Stay current with Mercedes-Benz technical training and certifications; maintain a lead in technical competency within assigned technical area.
• Present technical topics confidently to large audiences and in virtual formats (Passenger Car Tech Topics Webcast)
• Participate in continuous improvement initiatives to enhance repair quality, reduce rework, and improve customer satisfaction.
• Ensure all high-voltage work is performed in accordance with MBUSA safety standards and regulatory requirements.

Qualifications:

• Associate degree (accredited school) or equivalent technical training required with emphasis in Engineering, Automotive Technology; bachelor's degree preferred.
• Minimum 5-7 years of experience in advanced automotive diagnostics and repair, with demonstrated expertise in Mercedes-Benz systems.
• Master Technician certification from Mercedes-Benz or equivalent OEM certification required.
• Certified to perform work on High Voltage Mercedes-Benz vehicles.
• Comprehensive knowledge of automotive technical information systems, diagnostic procedures, and repair documentation.
• Proficiency with advanced diagnostic hardware and software (e.g., Xentry, Monaco, CANalyzer, Pico Scope).
• Ability to read and interpret wiring diagrams, technical manuals, and service bulletins, German language skills a plus.
• Strong problem-solving skills and ability to resolve complex technical issues independently.
• Knowledge of administrative procedures, process/project development, and system 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.
• Excellent communication and teamwork skills.
• Valid driver's license required.

Additional Information:

• Analytical
  
  Skills:
  
  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
• IT
  
  Skills:
  
  Ability to incorporate new technology into current and future business applications
• Project Management
  
  Skills:
  
  Ability to organize…