Job Description - Technical Associate, Dealer Parts Services (MER0003GD1)
Technical Associate, Dealer Parts Services
Group: Mercedes-Benz Group AG
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.
Job Overview Provide parts information support to all Mercedes-Benz dealers to ensure that dealers can provide the highest level of service to the clients. Maximize Client CSI, reduce the incidents of buy-backs, and resolve dealer parts issues by providing timely and accurate information on the technical application and order status of Mercedes-Benz parts.
Responsibilities Research technical parts problems from dealers to specify correct part number for application.Coordinate the dissemination of technical information requiring PDC support (physical part verification, sample match, special orders to Germany, etc.). Review, research, and specify part numbers for all special items to be ordered from the factory.Ascertain availability of parts and provide accurate and reliable estimates of arrival times based on research in Paragon/ODUS with SCM and Accessory Product Management. Provide pricing and substitution information on parts. Expedite urgent orders to reduce and assure dealer/client satisfaction and avoid delay. Determine type of part (Coded, HAZMAT, etc.) and correctly process orders according to client needs (VORs, Drop Shipments, Stock, D2D, and Employee Orders). Initiate contacts with SSPs at the PDCs to confirm stock, accuracy, expedite specific shipments, and ascertain ship status.Track progress of parts orders from shipment to delivery by obtaining information from Paragon and the Internet according to the shipping method. Provide SCM, Parts Technical, and Product Management with information on new items to be added to inventory, undocumented changes in parts applications, and problems with MB accessories. Maintain current parts literature and knowledge of ongoing changes.Contribute, compile, and maintain the departmental database of technical parts, applications, and issues. Clarify blocked parts issues. Actively engage in the improvement of systems, databases, and other tools utilized to properly execute position responsibilities. Complete special assignments as assigned by Supervisor or Department Manager in the time allotted. Assist in the training and development of newly hired staff.Respond to MBUSA Dealer Inquiries regarding parts specification and logistical queries via an online CRM Tool/Web Portal and via telephone.Ability to achieve required performance-based KPIs to ensure the department is achieving its goals and reaching/exceeding its SLA.Respond to Dealer questions regarding invoicing, pricing, billing, and crediting of parts and parts statements.Provide information regarding shipping and tracking of domestic and international parts orders.Manage a personal queue of cases to ensure inquiries are responded to in a timely manner.Escalate dealer issues as needed and follow up to ensure their inquiry is properly addressed.Qualifications Minimum three years automotive or logistic work experience.Automotive-Retail: Proficient Knowledge of retail processes and procedures, with emphasis on New and Pre-owned sales, accessories service, and parts.A comprehensive understanding of the workings of a modern automobile and all the major components of the automobile.Familiarity with automotive parts catalogs (structure, substructure, callouts, etc.).Strong comfort level utilizing multiple systems to specify and confirm technical and logistical information.Parts and Accessories: Proficient Knowledge of parts and accessories businesses, marketing strategies, and other business practices.Education Bachelor's degree (accredited school) preferred but not required or equivalent work experience.
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-Georgia-Atlanta
Work Locations One Mercedes-Benz Drive, Atlanta, 30328
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