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Sr. Associate, FTS User Help Desk

Sr. Associate, FTS User Help Desk

Mercedes-BenzJacksonville, US
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Tätigkeitsbereich : QualitätsmanagementFachabteilung : Warranty ServicesGesellschaft : Mercedes-Benz USA, LLCStandort : Mercedes-Benz USA, LLC Engineering Services, Learning & Performance Center, Parts Distribution Center, Jacksonville, FLStartdatum : sofortVeröffentlichungsdatum : ..5Stellennummer : MER3RJMArbeitszeit : Vollzeit BewerbenAufgaben

About Us

Mercedes-Benz USA, headquartered in Atlanta, GA is one of Fortune's Best Companies to Work For. Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. We're always looking for talented, energetic and dedicated people to join our team. From positions in our corporate headquarters to technician and retail opportunities in local areas, there are open positions all across the US.

Job Overview

Provide second level help desk support for Star Diagnostic Systems. Receive, record and rectify technical problems with the SDS machines and software.

Responsibilities :

  • Provide First level support to Mercedes-Benz, Sprinter, and Smart dealers regarding SDS hardware issues, flash / coding issues, and general XENTRY issues. Manage cases within the PTSS application.
  • Provide Secondary level support for MBUSA service engineering and FTS regarding, Software and Flash / SCN coding issues. Provide feedback and solutions within prescribed timelines. Record all cases in the XSF feedback system.
  • Identify, develop and publish / make available technical information to maximize dealer effectiveness in relation to Star Diagnosis topics.
  • Periodically review the pSDS system and advise of needed enhancements.
  • Ability to work independently with limited support from management on projects that may include managing deliverables from other team members, departments or producing deliverables for other departments.
  • The above responsibilities may vary. The supervisor assigns specific projects to the incumbent, who is expected to develop a training plan for acquiring and maintaining in-depth knowledge and skills regarding these systems and / or subjects where expertise and in-depth knowledge makes the incumbent an expert.

Qualifikationen

Qualifications :

  • High School Diploma (GED) or equivalent work experience
  • Must be able to work flexible hours / work schedule
  • Travel domestically and internationally
  • Work weekends and Holidays when required
  • Must have deep knowledge of the Star Diagnostic System and MB diagnostic systems
  • Must have 3 years (total) of experience in the following :

    • 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.

    Automotive –Technical Comprehensive Knowledge of automotive technical information systems and repair / diagnostic procedures.

    Business - General Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.

    Parts and Accessories - Knowledge of parts and accessories businesses, marketing strategies and other business practices.

    Quality Assurance Knowledge of accounting standards, statistical analysis, precision, measurement, and process capability

    Risk Management Knowledge of fundamental business practices, concepts and techniques to protect and preserve assets and / or minimize / control loss, such as avoidance, loss prevention and reduction, retention, grouping of exposure units, and transfer. Should include knowledge of fidelity, surety, liability, property, and group related policies and coverages

    Analytical Skills :

  • Ability to collect data and establish facts and identify trends and variances
  • Ability to integrate information from a variety of sources with varied levels of complexity
  • Ability to review and interpret and evaluate statistical information

    • IT Skills :

  • Ability to incorporate new technology into current and future business applications
  • Ability to develop and execute hardware and / or software test plans and test specifications

    • 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.

    BenefitsMit­arbeiter­handy möglichMit­arbeiter EventsGesund­heits­maß­nahmenBetrieb­liche Alters­ver­sorgungMobilitäts­angeboteFlexible Arbeits­zeit möglichMit­arbeiter­rabatte möglichCoachingMit­arbeiter­beteili­gung möglichPark­platz

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    Help Desk • Jacksonville, US