Manage the customer contact, technical repair order generation (business acquisition) and financial costing/customer payment operations of the Classic Center's Service and Restoration Department in support of department's objectives for revenue (avg. $1.7 M annually) and superior customer care. This includes technical analysis of vehicle repair needs, recommended repair steps and methods, technical review of repairs performed, contractual agreements made with customers and sublet technical servi... more details
About Us
Mercedes-Benz USA, headquartered in Atlanta, GA 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
Manage the customer contact, technical repair order generation (business acquisition) and financial costing/customer payment operations of the Classic Center’s Service and Restoration Department in support of department's objectives for revenue (avg. $1.7M annually) and superior customer care. This includes technical analysis of vehicle repair needs, recommended repair steps and methods, technical review of repairs performed, contractual agreements made with customers and sublet technical service providers, as well as management of customer deposit funds and invoice settlement (for projects having a scope of 6 months to 4 years ranging in cost from $100K to $900K per vehicle).
Responsibilities
• Receive customer inquiries for vehicle repair and restoration work and independently decide whether requested work is in line with workshop's technical ability and can be accomplished given prevailing workshop project work load, and time line expectation as well as budget set by customer (often in excess of $100K and as high as $900K per vehicle).
• Order technical evaluation work from workshop (via Workshop Project Manager) to determine actual technical condition of vehicle. Interpret complex technical evaluation report and decide best technical method for repair, restoration or replacement. Write estimate including determination of costs based on technical knowledge and similar prior work performed, including labor hours required, parts replacement required and sublet services required.
• Manage customer relationships as the primary contact for the Classic Center's restoration business over the life of the restoration Repair Order (6 months to 4 years per vehicle). Customer base is comprised of high income, influential individuals. Manage topics concerning project scope, technical explanation of condition, needs and recommended repairs, estimate technical/costing content review and validation, contractual Terms and Conditions, payment, progress reporting (incl. required change orders and approval of additional work needed), final delivery and periodic post-project follow-up and decision to provide goodwill, as necessary.
• Manage sublet vendor process including deciding vendor selection, technical work direction, scheduling, quality control, purchase order generation (annually $250K - $350K), invoicing and delivery. Ensure correct costing of all services provided, procured, billed and invoiced to end customer, as well as project record keeping.
• Reconcile all technician labor hours to Repair Orders (often in excess of 50 pages technical content) to ensure restoration work booked technically and cost aligns with work promised, complex technical explanations of work performed are accurate and customer appropriate (language and content) and labor hours as well as overall costs are within scope of original estimation. Reconcile out-of-scope issues with Workshop Project Manager.
• Incumbent is responsible for the workshop and overall facility regulatory and MBUSA corporate compliance/reporting including OSHA, MBUSA corporate as well as local environmental requirements (incl. HAZMAT, employee health and safety programs), and applicable Federal and State laws/statutes, and procedural policies/processes specific to the Classic Center.
