About Us
Mercedes-Benz USA is responsible for the sales, marketing and service of all Mercedes-Benz products in the United States.  In our people, you will find tremendous commitment to our corporate values: 'PRIDE = Passion, Respect, Integrity, Discipline, and Execution'.  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
Serve as a subject matter expert and specialized consultant to improve dealer Fixed Operations processes, as well as all regional issues relating to the service process improvement and wholesale and retail parts sales channels. Responsible for positive contribution to enhancing the overall customer experience through effective dealership deployment and application of new programs, technologies, and processes related to the development of the aftersales service and wholesale parts business at the retail level.  Enhance and improve Service and Parts process efficiency and wholesale/retail revenue growth. 
 
Act as a business consultant to dealers for service process and wholesale parts issues; including but not limited to implementation and monitoring of the achievement of Wholesale Service & Parts business and operational goals, Parts process improvement initiatives and dealer development within the operational Parts business.  Optimize Customer Satisfaction and Loyalty through on-site consultation and process/solution implementation.  Continuous focus on process improvement via operational and tactical deployment of marketing efforts to drive new wholesale and retail service and parts business.
 
Responsibilities
- Effectively functions as a subject matter expert regarding implementation of service and wholesale parts strategic programs initiatives and processes that are launched to dealers to ensure that they are congruent with dealership service and wholesale parts development objectives.

- Program implementation includes but is not limited to the following:  Digital Service Drive/ Express Service by Mercedes-Benz / Engage / StockPro / PartsPro / Collision Link/ Repair Link.

- Analyze dealer processes, revenue opportunities, staffing levels, as it pertains to overall Service Process / Wholesale Parts business and complete gap analysis.  

- Provide dealer valued recommendations based on current nationwide successful best practices, which have the best fit, for each specific dealer’s needs. 

- Document action plan and implement processes, tools, programs and solutions. 

- Partner with facing Regional Office and U.S. Headquarters to bring frontline feedback on business performance, program development, processes and tools needed to support ongoing development of the wholesale parts & service business, fostering growth in both MBUSA and dealer profitability.

- Responsible to interface with all levels of Dealership Management, display benefit of wholesale opportunity, change behavior and drive wholesale revenue.

- Act as a resource for Aftersales Operations Managers to counsel dealers on providing to both wholesale and retail customers quality service by evaluating the knowledge and skills of dealership personnel, from BDC through management, to determine their expertise and level of training needed in wholesale parts and service business.

- Coordinate wholesale parts and service training activities to assure compliance with Wholesale programs and best practices. Coordinate appropriate training programs at dealership facilities, as required.

- Serve as regional subject matter expert in the areas service process development and parts inventory and warehouse management best practices.

- Develop dealership operations in areas of, but not limited to, stocking criteria, ordering behavior, parts returns, special order parts, warehouse layout, RO and Off-the-shelf fill rates.

- Provide proper direction and management of parts and service consultants and dealerships participation in a variety of wholesale service/parts programs, which are designed to enhance wholesale and retail satisfaction and loyalty. 

- Relationship building with outside vendors to improve participation in MB supported programs.

- Lobby ISPs in order to generate leads for dealers and create lasting business relationships between strategic ISPs and dealers. Coordinate efforts with AOMs and Regional management to maximize impact of ISP retention initiatives. Assist dealers in coordination and resolution of dealer parts inventory issues.