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Senior Customer Service Engineer

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 fostering a culture of innovation and excellence.

Responsibilities

As a Senior Customer Service Engineer - VAN Factory, you will be responsible for:

  • Providing technical support and guidance to field engineers and customers on complex technical issues related to VAN factory operations.
  • Leading product lifecycle and change management initiatives within the customer service and parts division.
  • Collaborating with cross-functional teams to identify and implement process improvements and optimize product documentation and repair methods.
  • Developing and implementing key processes, defining stakeholders and roles of involved departments, and monitoring engineering changes and their influence on VAN customer service operations.
  • Validating and optimizing product documentation and repair methods, and coordinating timely updates with interdisciplinary departments.
  • Overseeing aftersales lifecycle product processes and ensuring continuous adaptation and improvement of customer service systems.
  • Identifying engineering knowledge gaps and adjusting training curriculum together with employee training professionals.
  • Providing subject matter expertise to support sales strategy and preparing and creating field service solutions such as aligning and publishing service bulletins.

Qualifications

To be successful in this role, you will need:

  • 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 plus three years of experience.
  • Demonstrable ability to perform the stated job duties, including knowledge of product life cycle, change management, production plant and workshop problem solving, and Microsoft Office applications.
  • Excellent communication and problem-solving skills, with the ability to work effectively in a team environment.

Benefits

Mercedes-Benz USA offers a comprehensive benefits package, including:

  • Health insurance
  • Employee events
  • Wellness programs
  • Retirement plan

Equal Employment Opportunity

Mercedes-Benz USA is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to fostering an inclusive environment that appreciates and leverages the diversity of our team.