Job Description
Aufgaben 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. 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 position will serve as Subject Matter Expert for in-dealership service software solutions, connected car service leads, while supporting MBUSA's growth strategy in the area by implementing MBUSA-backed programs, developing MBUSA-backed software integrations, and developing & managing MBUSA-backed software programs to enhance dealer service processes. Strategies include (but are not limited to) creating new business and technical logic for Connected Car Service Lead routing, enhancements to digital customer experience, increasing dealer visibility into Connected Car service opportunity, and alignment of Tier 1 and Tier 3 customer communications
Responsibilities:
• Responsible for strategic development and positioning of OEM digital service strategy through Mercedes-Benz Franchised Dealerships in order to achieve targets in excess of $238 million annually. Manage Connected Car Service Leads targets set within Global Customer Service & Parts (GCSP) in Germany. The Service Technology Specialist will report directly to the Manager, Service Technology
• Collaborate daily with teams from Home Office, Field Teams, dealers, and Headquarters. Works with a variety of teams to keep lines of communication open and focuses on maximizing business potential at all times. Ensures a focused and consistent execution of the digital service strategy. Build and propose business cases for innovative and entrepreneurial strategy enhancements in all areas as needed.
• Support various aftersales technology vendors, both software providers and software developers. Collaborate with MBUSA IT, MBUSA Legal, Business Units, and stakeholders to ensure proper prioritization of development, integration, and enhancement projects. Work with ASBD Business Intelligence team to create, monitor/make regular updates to the Service Lead forecasting process and communicate updates to all stakeholders.
• Support initiatives to improve dealer connected car service lead performance and the achievement of MBUSA's revenue and customer experience targets
• Act as subject matter expert and resource for key service technology software solutions & connected car service leads
• Develop MBUSA digital service strategy, implementation plans
• Create, implement, and monitor Key Performance Indicators (KPIs) specific to digital service strategy and connected car service leads
• Collaborate with MBUSA Marketing, MBUSA Legal, and MBUSA IT to develop impactful integrations and solutions to create seamless digital-first dealer and customer experience
• Create synergies by working with internal Global MBAG team members from headquarters and other markets
• Maintain field and dealer relationships through exception levels of service and support
• Responsible for supporting the administration and development of the $1 billion-plus MBUSA service contract portfolio. Individual will partner with a variety of stakeholders including ASBD, Marketing, Accounting, Controlling, IT, Warranty & Engineering Services, Legal (and outside legal), field, MBFS, etc. to support the service contract business, price products, forecast performance, drive penetration, identify opportunities, sales and market, etc. to maximize profitability and performance
• Analytics - comprehensive and thorough analysis of service contract portfolio, including performance, pricing expenses, claims, forecasting, etc. Analyze and maintain reporting to measure the success of the programs and identify insights to further drive portfolio performance
• Business Development - Identify product gaps based on research and dealer/field/MBFS insights; support development of new products. Assist with new product launches and the alignment of all stakeholders to ensure its success. Ensure service contract lane sales growth
• Competitive landscape - research and understand competitive offerings with other OEMs and third-party finance companies
• Marketing - understand customer and dealer point-of-sale and electronic needs; assist in the identification and development of materials/collateral in partnership with marketing
• Service Contract Digital Development -creation and management of Tier 1 Service Contracts (SC) online shop and SC website change implementation, FlexPay integrations
• Management of DataClover online shop provider endorsement
• DataClover endorsement management for Tier 3 online shop/solutions
• SC PPM Pricing File Annually
• SC App development support
• Microsite and Dealer Guide publications
• SC project support if available (Service Select, ELW pricing, PPM forecast, MAD planning, FC03/09, contract language changes, warranty services collaborations, etc.)
Qualifikationen Qualifications
Education
Degree in Accounting, Business Administration, Business Management, Communications, Finance, Marketing, Management / Computer Information System, is preferred; or a minimum 5 years combined experience in one or more of these discipline
Required Skills
• Administration: Knowledge of administrative procedures, process/project development, and system procedures
• Automotive - Retail: Knowledge of retail processes and procedures, with emphasis in New and Pre-owned sales, accessories, service and parts
• Business - General: Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization
• Business Management: Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, human resource management and efficiency and process methods
• Market Research: Knowledge of market research sources, data analysis techniques and methodology from various research tools
• Desired Working Knowledge of financial and operational analysis, and business plan development and implementation
• Proficient knowledge of fundamental business principles; ROI, Revenue, Gross Profit, Marketing, Staffing and Leadership
• Ability to develop plans/projects from conceptualization to implementation
• Ability to organize workflow and direct tasks as well as document milestones and ROI's and resolve problems
• Ability to negotiate contract terms
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
Job Tags
Contract work, Local area, Home office,