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
Maximize the performance and growth of the Mercedes-Benz Vans USA Customer Services business by driving parts revenue opportunities through customer pay and wholesale, in support of new and pre-owned vehicle sales. While maintaining a continuous focus on enhancing customer satisfaction as a key driver for retention and long-term brand loyalty.
Ensure that dealer partners are high-performing, profitable, well-trained, client/community-focused, and competitively positioned in the market. Lead the implementation of policies, processes, and programs that facilitate the successful execution of MBUSA’s Van network strategy while achieving the business objectives defined by the Sales, Parts, Services, Product, Engineering, Training, and Marketing teams.
This role requires a balanced approach of both onsite and virtual support of assigned dealers to ensure continuous dealer engagement, capitalizing on business development opportunities, and fostering long-term growth across all revenue streams—vehicle parts, service contracts and vehicle services—while focusing on increasing customer retention and satisfaction. Working collaboratively across MBUSA teams, including Sales, Pre-Owned, Customer Services, Engineering, Training, and Marketing, identify, apply, and manage resources and strategies that positively affect sales, profitability, customer retention, and market growth.
Drive the implementation of industry-leading retail network strategies that support MBUSA’s and Mercedes-Benz AG’s sales, service, product, parts, services, and digital services objectives, including solutions that deliver a superior online-to-offline (O2O) customer experience.
Field support role with frequent travel – Based in California
Responsibilities
Business Development & Performance Consulting (75%) Expectations
- Field-based, with up to 75% travel to dealers and dealer groups, providing direct on-site(or virtual) support to foster business development and performance improvements. Focus on increasing repair orders, vehicles serviced, parts sales, service contract sales, and customer retention opportunities, while identifying innovative methods to reach new customers and drive revenue growth.
- Collaborates with MBUSA headquarter teams to implement strategic business initiatives and identify growth opportunities, particularly in repair orders, vehicle throughput, and service offerings such as Express Service and Mobile Service.
- Explore new ways to expand customer reach, enhance profitability, and improve operational efficiency.
- Builds and maintains strong, supportive relationships with dealership management, operational teams, and vendor partners. Focuses on fostering long-term partnerships that drive sustained profitability, expand service capacity, attract new customers, and boost customer loyalty.
- Executes MBUSA’s strategic plans, guiding dealers through performance initiatives, process improvements, and targeted business development efforts. Works on strategies to enhance service revenue, repair orders, parts sales, and service contract sales while identifying new revenue streams and improving overall customer retention.
- Provides expert guidance to dealer management teams in areas such as service shop throughput, repair order volume, Express Service, Mobile Service, and customer experience.
- Maximize revenue, optimize business operations, discover innovative customer acquisition strategies, and ensure high-quality service delivery to minimize vehicle repurchase exposure.
- Focuses on increasing repair orders, vehicles serviced, parts sales, and service contract penetration by targeting operational KPIs, shop efficiency metrics, and customer experience indices (CEI). Implements creative solutions to drive higher service volumes, uncover new revenue opportunities, and build long-term customer loyalty.
- Collaborates daily with Network, Sales, Pre-Owned, Customer Services, and Marketing teams to analyze performance trends, interpret data, and consult dealers in real-time.
- Supports dealers in capitalizing on repair order opportunities, finding new ways to attract customers, and enhancing retention through optimized service offerings.
- Designs and executes actionable business plans that support MBUSA’s VAN parts sales, service contracts, and repair order volume goals.
- Ensures consistent growth in dealer performance by focusing on attracting new customers, increasing service capacity, identifying untapped revenue opportunities, and maintaining high-quality service to reduce vehicle repurchase risk.
- Works with dealers to identify training and development needs that enable them to increase shop throughput, expand service offerings like Express Service and Mobile Service, and improve customer retention.
- Guides dealers in finding innovative strategies to engage new customers and streamline operations.
- Drives the execution of actionable business plans, ensures buy-in from dealership leadership, and supports them in achieving both short- and long-term sustainability objectives. Focuses on increasing repair orders, vehicles serviced, parts sales, service contract sales, and customer retention while identifying new growth opportunities.
- Manages and tracks performance metrics and KPIs with a focus on optimizing repair order volume, shop throughput, and service revenue.
Process Compliance (10%)
- Utilizes MBUSA defined tools, methods and policies in consulting dealers. to improvetheir dealer performance, driving business development actions, and ensuring dealersuccess.
- Implements processes that focus on long-term sustainability, business growth, andperformance consistency across MBUSA’s network.
- Maintains accurate and timely documentation of all projects, onboarding efforts, andperformance improvement strategies to ensure efficient execution and tracking ofbusiness objectives.
- Regularly collaborates with internal teams to align and optimize standardized processesthat drive revenue, market growth, and improved dealer performance.
Facility Management & Brand Compliance (5%) - Ensure that dealership facilities consistently meet Mercedes-Benz brand standards,maintaining a high-quality, professional environment that aligns with the company'simage and customer experience expectations.
- Regularly assess and inspect dealership buildings, interior, and exterior areas, ensuringthat they adhere to brand guidelines for aesthetics, cleanliness, and overallpresentation.
- Support dealers by identifying and addressing any areas of non-compliance with brandstandards, including showroom layout, signage, lighting, and facility design.
- Ensure that all dealer contacts and facilities interactions focus on compliance withMercedes-Benz’s brand identity, health, safety, and environmental regulations.
- Provide training and guidance to dealership staff on facility-related processes andprotocols, ensuring consistent adherence to brand standards during everydayoperations.
Alignment with Dealer Development Project Managers to ensure that all facilityupgrades, repairs, and maintenance activities are in line with MBUSA’s long-termbrand strategy and operational needs, balancing brand requirements with operationalefficiency.
New Dealer Onboarding (5%)
- Collaborates with Network, Sales, Pre-Owned, Customer Services, and Marketingteams to develop and execute a standardized, efficient new dealer onboarding process.
- Ensures all new Dealer Points are equipped with the necessary inventory, training,tools, and systems prior to the grand opening or certificate of occupancy date, settingthe stage for early success and revenue growth.
- Supports new dealers in maximizing their initial customer base and sales performanceby providing tailored, strategic business development support.
Team/Cultural Development (5%)
- Fosters a culture of collaboration, innovation, and transparency within theorganization, driving initiatives that support both team development and long-termbusiness success.
- Leads projects with a focus on transformation, with the target of continually improvingthe business and cultivating a forward-thinking environment for all employees.
