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Senior Technical Specialist

2 months ago

Ladson, South Carolina, United States Mercedes-Benz Full time
About Us

Mercedes-Benz USA is a leading provider of luxury vehicles and automotive services in the United States. Our company is committed to delivering exceptional customer experiences and maintaining a strong reputation in the industry.

Responsibilities
  • Contribute to field resolution processes and complex failure analysis using knowledge of product life cycles, change management, and technical documentation.
  • Lead product lifecycle and change management within customer service and parts divisions, and support field engineers in technical hardship cases.
  • Handle failure resolution technical hardship cases and find solutions based on complex technical complaints from workshops.
  • Identify potential new topics proactively and support quality engineers.
  • Provide support for specific NAFTA-related diagnostics and retail literature specifications.
  • Find solutions for technical issues and support upfitters/fleet customers to ensure reduced downtime of vehicles.
  • Identify weaknesses in processes and find optimizations.
  • Exercise discretionary authority over change management within customer service & parts division on the US market.
  • Develop, describe, and implement key processes, define stakeholders, and roles of involved departments.
  • Monitor engineering changes and analyze their influence on vans customer service operations.
  • Identify affected business areas and develop implementation steps, assigning tasks to responsible departments and monitoring implementation.
  • Validate and optimize product documentation and repair methods.
  • Coordinate and advise the implementation of component and/or system-level design changes.
  • Develop and implement retrofit solutions together with global van customer service & parts, R&D.
  • Ensure technical compliance for field solutions.
  • Monitor customer service technical documentation status and coordinate timely updates with interdisciplinary departments.
  • Oversee aftersales lifecycle product processes and ensure continuous adaptation and improvement of customer service systems.
  • Identify engineering knowledge gaps and adjust training curriculum together with employee training professionals.
  • Provide subject matter expertise to support sales strategy.
  • Prepare and create field service solutions such as aligning and publishing service bulletins.
  • Support preparation/testing of field measures such as service campaigns or recalls.
Qualifications
  • Requires a bachelor's degree in automotive, industrial, electrical, or mechanical engineering, or a related field, plus five years of experience in the automotive industry, or a master's degree in a related field with three years of experience.
  • On-call every other weekend.
  • New hires subject to drug test and background check.
  • Work weekends & holidays as required.
  • May require international and domestic travel.
Benefits
  • Employee phone possible.
  • Employee events.
  • Health measures.
  • Company pension plan.