Advisor, PTS Technical Case Management – EE

Mercedes-Benz USA, LLC

Mercedes-Benz USA, LLC Corporate Headquarters, Atlanta, GA (On-site)

Job Type Full time

Experience Senior

Posted 1 week 2 days ago

On-site Senior Level

About Us

Mercedes-Benz USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. We are looking for diverse, talented individuals to join the Mercedes-Benz team.

Job Overview

Support the MBUSA Customer Experience journey by providing direct online technical support to diagnose vehicles that dealer technicians are having difficulty repairing. This role provides expert technical support, manages and resolves complex cases, and ensures timely communication of technical information to dealers.

Responsibilities

Provide direct technical assistance to dealers by resolving difficult vehicle repairs and documenting resolutions in TIPS.
Lead root-cause analysis of complex technical issues within the assigned technical area.
Escalate and manage complex cases with Mercedes-Benz AG and internal MBUSA departments.
Prioritize and assign cases for field deployment and coordinate on-site support when required.
Advise on and authorize repair or diagnostic procedures and validate repair methods.
Use advanced diagnostic tools including Monaco, Inca, Ecoute, CANalyzer and PicoScope.
Document technical findings, repair steps and gaps in documentation, tools or processes.
Support new-launch vehicle testing and evaluation using the Engineering Services Test Fleet.
Collaborate with Field Service Engineers, Service Engineers, Frontline, CAC and other business partners.
Drive serviceability of repair solutions and contribute to technical training initiatives.
Lead or participate in projects that improve technical support processes and dealer service quality.
Present technical topics to large audiences and in virtual formats.
Ensure high-voltage work complies with MBUSA safety standards and regulatory requirements.

Qualifications

Associate degree or equivalent technical training in Engineering or Automotive Technology required; bachelor's degree preferred.
Five to seven years of experience in advanced automotive diagnostics and repair, with expertise in Mercedes-Benz systems.
Mercedes-Benz Master Technician certification or equivalent OEM certification required.
Certification to work on high-voltage Mercedes-Benz vehicles.
Knowledge of automotive technical information systems, diagnostic procedures and repair documentation.
Proficiency with advanced diagnostic hardware and software such as Xentry, Monaco, CANalyzer and PicoScope.
Ability to interpret wiring diagrams, technical manuals and service bulletins.
Strong problem-solving, communication and teamwork skills.
Valid driver's license required.

Additional Information

The role requires analytical, information-technology and project-management skills, as well as knowledge of state and federal Lemon Law requirements. Desired experience includes high-voltage systems, lithium-ion batteries, power electronics, electric motors, CAN networking, insulation-resistance testing and physical-layer diagnosis.

Benefits

Benefits may include health benefits, retirement, mobility offers, flextime, discounts, coaching, annual profit share, parking, public transport, near-site childcare and a canteen or café.