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

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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 Mercedes‑Benz Team and uphold our corporate values.

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 dealer personnel to address customer satisfaction improvement opportunities identified (e.g., CSI, FFV, JDP).

• Provide technical assistance (Remote, e.g., Holo Lens/Go To Assist ) to dealers by resolving vehicle repairs that dealer technicians are having difficulty diagnosing and/or repairing.
• Authorize repair or diagnostic procedures, including time allowance 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 customer satisfaction through their interactions with dealers.
• Guide/instruct dealer technicians in proper diagnostic strategy, repair procedures, communication, and drive resolution for opportunities identified by MBUSA during on‑site interactions.
• Provide new launch vehicle testing and evaluation to identify and resolve new technical issues through use of PT&E vehicle as a means of transportation for on‑site dealer support.
• Provide technical input/guidance to assigned dealers and 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 in support of breach of warranty, lemon law, vehicle compliance, or other special customer cases and provide case assessment, conclusions, and guidance to assist Product Analysis.
• Engineer collaboration with Legal counsel and other internal business partners to facilitate sound business decisions and favorable outcomes in litigation.

• Associate degree (accredited school) or equivalent work experience with an emphasis in Engineering or Automotive Technology.
• Equivalent combination of education and/or experience in automotive technology.
• Minimum of 10 years of service experience in diagnosis, maintenance, and repair of vehicles.
• Mercedes‑Benz workshop experience required.
• Knowledge of administrative procedures, process/project development, and system procedures.
• General knowledge of retail processes and procedures, with emphasis on New and Preowned 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 the purpose of forecasting outcomes.

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

• Ability to organize workflow and direct tasks, document milestones and ROI, and resolve problems.
• 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…