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

Advisor, Field Service Engineer - Greater LA / San Diego / Orange County

Mercedes-Benz USA is publicly seeking an Advisor, Field Service Engineer for the Greater Los Angeles, San Diego and Orange County areas. The role will support the Customer Experience journey by providing direct technical assistance to dealers and ensuring high-quality repairs and customer satisfaction.

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. We are looking for diverse, top‑notch individuals to join the team and uphold our corporate values.

Salary Range: $125K – $130K

Responsibilities include online phone or onsite support, coaching dealer personnel, and driving repair quality and customer satisfaction improvements.

• Provide technical assistance (Remote via Holo Lens / Go To Assist ) to dealers by resolving vehicle repairs that technician teams are unable to diagnose or repair.
• Authorize repair or diagnostic procedures, including time allowance and modifications; support first‑level teams in TIPs when needed.
• Collaborate with dealer management on workflow and process improvements to enhance Repair Quality and overall customer satisfaction.
• Guide/instruct dealer technicians in proper diagnostic strategy, repair procedures, and communication to drive resolution for identified opportunities.
• Provide new launch vehicle testing and evaluation to identify and resolve new technical issues through use of PT&E vehicles for onsite support.
• Offer technical input and guidance to assigned dealers; contribute to TIPs case management and quality as a Preferred Dealer contact.
• Collaborate with FSE Lead, CAC, and internal partners to facilitate favorable resolution of owner complaints.
• Conduct vehicle inspections for breach of warranty, lemon law, vehicle compliance, or other special customer cases and provide case assessment, conclusions, and guidance to assist Product Analysis.
• Work with engineers, legal counsel, and other partners to facilitate sound business decisions and favorable outcomes in litigation.

• Associate degree (accredited school) or equivalent work experience in Engineering or Automotive Technology.
• Minimum 10 years’ service experience in vehicle diagnosis, maintenance, and repair.
• Mercedes‑Benz workshop experience required.
• Knowledge of administrative procedures, process/project development, and system procedures.
• General and comprehensive knowledge of retail processes, automotive technical information systems, and repair/diagnostic procedures.
• Understanding of laws, regulations, and government codes relevant to the automotive industry.
• Knowledge of parts, accessories businesses, marketing strategies, and core business practices.
• 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 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, direct tasks, and document milestones and ROI.
• Ability to organize and manage a team.

• Knowledge of state and federal lemon law requirements.

Mercedes‑Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity 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.

• Mitarbeiterhandy möglich
• Mitarbeiter Events
• Gesundheitsmaßnahmen
• Betriebliche Altersversorgung
• Mobilitätsangebote
• Flexible Arbeitszeit möglich
• Mitarbeiterrabatte möglich
• Coaching
• Mitarbeiterbeteiligung möglich
• Parkplatz

Mercedes‑Benz USA, LLC
13470 International Parkway
32218 Jacksonville

Melissa Pair