Principal, CSP Factory Customer Service Engineer Ladson, US Start from: immediately

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.

Is this your next job Read the full description below to find out, and do not hesitate to make an application.

Responsibilities

Use knowledge of, and experience with, product life cycle, change management, production plant and workshop problem solving, working with norms and technical documentation from national / international standards organizations (such as ISO EN DIN), and Microsoft Office applications including Microsoft Excel, PowerPoint, and Word to contribute to field resolution process and complex failure analysis.

Lead product lifecycle and change management within customer service and parts division, and support field engineers in technical hardship cases.

Handle Failure Resolution technical hardship cases and solution finding based on complex technical complaints from workshops.

Identify potential new topics proactively and support the 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 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 (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 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 subject to drug test and background check. Work 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.

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