Advisor, Field Service Engineer - LA​/San Diego​/Orange

Description

About Us

Mercedes-Benz USA, headquartered in Atlanta, GA, is responsible for the sales, marketing and service of all Mercedes-Benz, AMG, and Maybach products in the United States. Our corporate values are reflected in both our products and employees. We are seeking diverse, top‑notch individuals to join the Mercedes‑Benz team and uphold these hallmarks.

Salary Range: $125K – $130K

Support the MBUSA Customer Experience journey by providing direct technical support in diagnosing vehicles that dealer technicians are having difficulty repairing. This includes online phone or on‑site support and coaching of dealer personnel to address any customer satisfaction improvement opportunities identified (i.e., CSI, FFV, JDP, etc.).

• Provide technical assistance (Remote, e.g., Holo Lens/Go To Assist ) to dealers by resolving vehicle repairs that dealer technicians cannot diagnose and/or repair.
• Authorize repair or diagnostic procedures, including time allowances and modifications. Provide support to first‑level teams in TIPs when needed.
• Collaborate with dealer management on workflow and process improvements to enhance Repair Quality performance and any customer satisfaction improvements identified through dealer interactions.
• Guide and instruct dealer technicians on proper diagnostic strategy, repair procedures, communication, and drive resolution for opportunities identified through on‑site interactions with dealers.
• Provide new launch vehicle testing and evaluation to identify and resolve new technical issues through use of PT&E vehicles as a means of transportation for on‑site dealer support.
• Offer technical input and guidance to assigned dealers. Provide input to TIPs case management and quality (preferred dealer contact).
• Collaborate with FSE Lead, CAC, and other internal business partners to facilitate favorable resolution of owner complaints.
• Conduct vehicle inspections to support breach of warranty, lemon law, vehicle compliance, or other special customer cases; provide case assessment, conclusions, and guidance to assist Product Analysis.
• Engage engineering, legal counsel, and other internal business partners in making sound business decisions and facilitating favorable outcomes in litigation.

• Associate degree (accredited school) or equivalent work experience with emphasis in Engineering or Automotive Technology fields.
• Equivalent combination of education and/or experience in automotive technology.
• Minimum of 10 years’ service experience in diagnosis, maintenance, and repair of vehicles.
• Mercedes‑Benz workshop experience required.
• General knowledge of administrative procedures, process/project development, and system procedures.
• General knowledge of retail processes and procedures, with emphasis on new and pre‑owned sales, accessories, service, and parts.
• Comprehensive knowledge of automotive technical information systems and repair/diagnostic 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, and agency rules as they relate to the automotive industry.
• General knowledge of parts and accessories businesses, marketing strategies, and other business practices.

• 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 forecasting outcomes.

• Ability to incorporate new technology into current and future business applications.

• Ability to organize workflow and direct tasks as well as document milestones and ROI’s; resolve problems.
• Ability to organize and manage a team.

• Knowledge of state and federal requirements as they pertain to Lemon Laws.

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.

Mercedes-Benz USA, LLC

United States of America – Florida – Jacksonville

13470 International Parkway, Jacksonville, 32218