Principal, CSP Factory Customer Service Engineer
Job Description - Principal, CSP Factory Customer Service Engineer (MER0003DCB)
About Us
Mercedes-Benz 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. 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.
Responsibilities
- Utilize knowledge of product life cycle, change management, production plant, and workshop problem solving.
- Contribute to field resolution processes and complex failure analysis.
- Lead product lifecycle and change management within customer service and parts division.
- Support field engineers in technical hardship cases.
- Handle complex technical complaints from workshops and identify potential new topics.
- Provide support for specific NAFTA-related diagnostics and retail literature specifications.
- Find solutions for technical issues and support upfitters / fleet customers to ensure reduced vehicle downtime.
- Identify weaknesses in processes and optimize them.
- Exercise discretionary authority over Change Management within Customer Service & Parts Division for the US market.
- Develop, describe, and implement key processes, defining stakeholders and roles of involved departments.
- Monitor Engineering Changes and analyze their influence on Vans Customer Service Operations.
- 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 with Global Van Customer Service & Parts, R&D.
- Ensure technical compliance for field solutions.
- Monitor Customer Service technical documentation status and coordinate timely updates.
- Oversee Aftersales Lifecycle Product Processes and ensure continuous adaptation and improvement of Customer Service systems.
- Identify engineering knowledge gaps and adjust training curriculum with training professionals.
- Provide Subject Matter Expertise to support sales strategy.
- Prepare and create field service solutions such as service bulletins.
- Support preparation / testing of field measures such as service campaigns or recalls.
Qualifications
Requires a Bachelor's (or foreign equivalent) in Automotive, Industrial, Electrical or Mechanical Engineering, or related, plus five (5) years of experience in the Automotive Industry, evidencing demonstrable ability to perform the stated job duties OR a Master’s degree (or foreign equivalent) in Automotive, Industrial, Electrical or Mechanical Engineering or related plus three (3) years of experience in the Automotive Industry, evidencing demonstrable ability to perform the stated job duties.
On-call every other weekend. New hires are subject to drug test and background check. Work on weekends & holidays as required.
10% international and domestic travel may be required.
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.
OrganizationPrimary Location
Mercedes-Benz USA, LLC
United States of America - South Carolina - Ladson
Work Locations
8490 Palmetto Commerce Pkwy
Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.
Ladson
29456
J-18808-Ljbffr
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