Tasks
About Us
Mercedes-Benz USA, headquartered in Atlanta, GA 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.
Job Overview
Mercedes-Benz USA field support structure consists of three Performance Groups designated as Air Land and Sea. The goal of this structure is to align MBUSA’s field support to its transitional goals of Ambition 2039 (CO₂-neutral by 2039) as well as the continued consolidation of the USA franchised dealership network. The Air Performance Group supports large volume dealer groups, while Sea supports single point locations.
- Support initiatives to improve Dealer Service and Parts department efficiency and the achievement of MBUSA’s Revenue and Customer
Experience targets.
- Act as a subject matter expert and resource for key MBUSA Customer Services programs such as, but not limited to Mobile Service, Express
Service, Wholesale and Retention programs.
- Support the roll out and implementation of MBUSA Customer Service programs
- Monitor implementation and utilization of Customer Satisfaction Programs and related Key Performance Indicators (KPIs). Develop action
plans and process improvement to improve Customer Experience results. Provide appropriate information to After Sales Performance
Managers (ASPM) and After Sales Operations Managers (AOMs) to assure best practices are shared, implemented to maximize customer
satisfaction and MBCex performance.
- Coordinate with appropriate internal MBUSA departments to implement, deploy and improve customer care processes and strategy
enhancements and programs. Provide direct support to ASPM and AOMs with the development of action plans and follow up, to address
deficiencies and bring about measurable improvement.
- Define, develop and maintain an AOM onboarding and training program in collaboration with the team of three ASDM’s that will lead to a
best in industry After Sales field organization. Key areas of development will include but not limited to:
- Financial statement opportunity analysis
- Retail fixed-operations training
- Service lane technology including digital multi-point inspection, online scheduling & payment and texting & chat
- Connected Car lead management
- Service marketing
- Service retention
- Pre-paid maintenance and service contract performance management
- Customer experience
- Customer retention including buy-back mitigation
- Roadside assistance
- Warranty compliance
- Parts and labor penetration
- Service lane process
- Alternative servicing solutions including Mobile Service and Express Service
- Shop efficiency and productivity
- Repair order dispatching
- Fixed-First Visit
- Technician career path development and recruitment
- Parts inventory management
- Wholesale collision and mechanical business development
- Shop efficiency and productivity
- Repair order dispatching
- Technician career path development and recruitment
- Parts inventory management
Qualifications
Qualifications
EDUCATION
- Degree in Automotive Management/Business Management/Finance/Economics/Retail Operations/Statistics/ Engineering is preferred;
or a minimum 10 years combined experience in one or more of these disciplines.
- Proven performance record of >7 years specifically within Sales & After Sales Retail/Wholesale operations.
- Possesses the mentality of a teacher.
- Comprehensive knowledge of automotive retail Sales, After Sales and Marketing processes with experience steering retail ownership and
management structures.
- Proficient knowledge of fundamental business principles; ROI, Capital, Value, Appreciation, Depreciation, Assets, Marketing, Staffing and
Leadership.
- Working Knowledge of financial and operational analysis, and business plan development and implementation.
- Must be proficient in Excel, Word, and PowerPoint.
- Must be able to work with team members to achieve goals with minimal direction and able to work through others to ensure objective
attainment.
Additional Information
- Position resides in Sandy Springs, GA, USA
- Sea ASDM must be willing to travel up to 50% including overnight trips.
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