Service Engineer: Telematics/Connected Car/Lighting Systems

Mercedes-Benz USA, LLC - Jacksonville, FL (30+ days ago)4.1

About Us
Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values: 'PRIDE = Passion, Respect, Integrity, Discipline, and Execution'. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

Job Overview
The Service Engineer serves as an active link between MBUSA (H.O., Regions, Engineering Services including QEC), Daimler AG (Technical Service, R&D, Quality Management, Plants) and retailing centers to provide information on and proactively assist with technical product issues pertaining to design, quality, service, diagnosis, and repair.
Responsibilities include case and issue management, publication of technical information to the dealer network as well as providing advanced technical training as subject matter experts to internal and dealer personnel.

A successful service engineer maintains and identifies the interdependencies between monetary expenses, legal risk, and brand expectations.

The technical area of responsibilities may vary depending on business and corporate needs.

Case Management
Works predominantly (D) independently to provide technical support for individual cases to internal customers (MBUSA & Daimler) and our dealer network. Sets clear and reasonable expectations to ensure transparency and mutual accountability to fulfill individual service level. Provides escalation to management in circumstances where expectations are not fulfilled. Individual has discretion to advise replacement of major assemblies if required.
Incumbent is expected to utilize MBUSA and Daimler IT Systems, such as PTSS/TIPS Case Module and XENTRY Portal (WIS/EPC, VeDoc) as well as diagnostic tools, such as Xentry Connect and has expert knowledge of advanced diagnostic tools (CANalyzer, CANape, Pico Scope, INCA, Monaco).

Issues Management
Works predominantly (D) independently to provide technical support for technical and quality related issues (multiple cases with same/similar customer complaint and potential root cause) to internal customers (MBUSA & Daimler) and our dealer network. Sets clear and reasonable expectations to ensure transparency and mutual accountability to fulfill individual service level. Understands when escalation to management of peers is warranted and usually does not require support from direct supervisor.
Service Engineer provides with minimal guidance direction, structure and timely communication on said issues, involving all relevant stake holders and peers, including but not limited to dealership personnel, field organization, Daimler After-Sales Tech Support and RnD.
In addition to 'Case Management', incumbent is expected to utilize MBUSA and Daimler IT Systems, such as TIMS and Tips Writer, Aqua and Cognos. Expert knowledge of quality management tools (Six Sigma, Ishikawa, Pareto, etc.) and data analysis via Excel (Pivot Tables and Charts), Tableau etc. is required.
Information Sharing
Service Engineer fully understands and independently choses most effective way to timely communicate technical issues and their respective resolution to his direct peers and the dealership network. Tools and systems used are Tips GI/LI, WIS, Xentry etc.
Expert knowledge of effective story-telling required.

Learn and Teach
Incumbent independently identifies learning fields and opportunities for self and others. Service Engineer accrues expert knowledge (internal/external training and self-studies) and/or achieves buy-in from other Daimler and external partners in providing training to self and others. Training curriculum is developed mainly independently or Service Engineer is the lead of a project team. The training is then provided to MBUSA and dealer network in a proactive manner.
Individual is comfortable presenting in front of large audiences and in front of cameras (webinars etc.).

Individual Projects
The individual identifies and works on far reaching projects as project lead, including securing funding. Projects will change how Daimler and/or MBUSA as a whole are doing business. Service Engineer understand how to achieve buy-in across multiple areas of responsibilities and has a structured approach to project management.
Ensures and provides technical product support to all areas and departments within MBUSA by assisting in the resolution of any technical issues or questions which may arise on existing or upcoming vehicle systems and any other relevant systems; providing input on technical information systems and diagnostic systems. When required provide technical support for PR or test drive events.
The above responsibilities may vary depending on incumbent's assigned area. The supervisor assigns specific systems and/or other subjects related to MBUSA’s vehicle lines and/or Engineering Service's goals and objectives to the incumbent.

Requirements and Conditions
Must be able to work flexible hours/work schedule
Requires valid driver’s license
Travel domestically
Travel internationally
Work Holidays when required
Work weekends when required

Bachelor’s Degree (accredited school) with emphasis in:
Knowledge (necessary to perform proficiently in this job)

Must have 5 - 7 years (total) of experience in the following:
Knowledge of retail processes and procedures, with emphasis in New and Pre-owned sales, accessories, service and parts.
Automotive - Technical
Knowledge of automotive technical information systems and repair/diagnostic procedures.
Business - General
Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.
Knowledge of laws, legal codes, precedents, government regulations, executive orders, agency rules, as it relates to the automotive industry.
Risk Management
Knowledge of fundamental business practices, concepts and techniques to protect and preserve assets and/or minimize/control loss, such as avoidance, loss prevention and reduction, retention, grouping of exposure units, and transfer. Should include knowledge of fidelity, surety, liability, property, and group related policies and coverages.

Job Competencies

Job Family Competencies:
Analysis & Problem Assessment
Planning & Organizing
Problem Solution

Core Behaviors
Sees the "big picture" and thus understands relevant interrelationships. Participates actively in the development of a realistic strategy which ensures the long-term sustainability of the organization. Acts responsibly towards community, environment and key stakeholders.
Anticipates and addresses needs of customers and business partners. Focuses on customer benefit. Understands the global industry and competitive landscape and recognizes the implications for the organization. Builds and maintains strong relationships with key contacts outside the organization
Encourages innovation, creativity and "out-of-the-box" thinking. Perceives and capitalizes on trends relevant to own area of business. Uses effective strategies and methods to achieve the necessary change. Engages other relevant partners and wins their commitment. Cuts through ambiguity and paradoxes to speed up implementation.
Sets high standards and achievable goals for oneself. Contributes to a bond of excitement, pride and inspiration, Demonstrates a high level of performance and inspires others to similar achievement through own dedication. Gives constructive feedback. Recognizes the abilities of colleagues and supports them.
Cooperates closely and shares best practices across regions, divisions and functions. Demonstrates and supports an environment of "lessons learned" and continuous performance improvement. Places company interests above departmental interests. Contributes to an atmosphere of team spirit and common responsibility for results. Actively promotes an inclusive environment and capitalizes on diversity.
Sets priorities and is willing to make tough decisions. Aligns decisions and business processes with the company‘s. Integrity Code and other compliance standards. Uses resources responsibly and acknowledges accountability.
Executes plans with drive, commitment and discipline.

Skills, Abilities & MBUSA Knowledge

Analytical Skills:
Ability to collect data and establish facts and identify trends and variances
Ability to integrate information from a variety of sources with varied levels of complexity
Ability to review and interpret and evaluate statistical information

Project Management Skills:
Ability to develop plans/projects from conceptualization to implementation fully autonomously
Ability to organize workflow and direct tasks as well as document milestones and ROI’s and resolve problems

Other Skills:
Customer-centric attitude - Treat every customer complaint as if you were the customer
Willingness to learn - Be receptive and comfortable with being outside your comfort zone
Critical thinker / Data Analysis - Use a logical thought process to analyze data to create conclusions/recommendations
Passion for cars/automotive systems - Enjoy working with cars and automotive systems
Good communicator (emails, presentations, in-person) - Translate complex technical situations into easily understandable communications with presentations/emails (a.k.a. storytelling)
Prefer a team environment - Work well within a team of interns/co-ops, engineers, and management team
High proficiency in Microsoft Office (especially Powerpoint, Excel, Access) - Use Microsoft Office tools daily to enter data into spreadsheets/databases, create charts/tables, and communicate technical specifications.

The fully trained individual must develop and maintain comprehensive knowledge of:
Company Policies & Procedures
Company Mission, Goals & Vision
Departmental practices/procedures and how they apply to customers
Interdepartmental relationships and their effect on company, departmental and individual goals
Software that is applicable to the job

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