Vans Customer Service & Parts, Key Account Sr. Analyst

Mercedes-Benz AG is responsible for the global business of Mercedes-Benz Cars and Mercedes-Benz Vans, with over 170,000 employees worldwide. Mercedes-Benz AG is one of the world's largest manufacturers of luxury passenger cars. The company focuses on the development, production and sales of passenger cars, vans and vehicle-related services. Furthermore, the company aspires to be the leader in the fields of electric mobility and vehicle software. The product portfolio comprises the Mercedes-Benz brand with the sub-brands of Mercedes-AMG, Mercedes-Maybach, Mercedes-EQ, G‐Class and the smart brand. As sustainability is the guiding principle of the Mercedes‐Benz strategy and for the company itself, this means creating lasting value for all stakeholders: for customers, employees, investors, business partners and society as a whole.

Objective:

Act as the primary communication channel for Mercedes-Benz Vans fleet customers, driving solutions and improvement initiatives that enhance customer satisfaction and foster long‐term loyalty and retention with the brand.

Day to day (main tasks):

• Provide support to fleet customers on issues related to CS&P Vans, providing follow‐up and timely conclusions with the areas involved by MB México and the dealer network, sharing the needs and points of view of customers, as well as continuously updating the customer information.
• Responsible for the development of the mobile workshop business, as well as the comprehensive monitoring of its operational and commercial performance, ensuring the implementation of strategies that drive growth, profitability, and service excellence.
• Personally advise fleet customers (Customer dedication), and sometimes regional fleet, both corporate and regional headquarters, workshops, etc, on issues related to product knowledge, original MB spare parts, service, workshop conditioning, workshop processes, etc. In adherence to the Compliance requirements established by the company.
• Coordinate follow‐up meetings with Customers and / or the dealer network, to follow up on After‐sales issues, maintaining contact, giving priority to assigned customers.
• Maintain and monitor, on a monthly basis, 100% of key fleet indicators by customer (including location, age, maintenance history, cost of ownership, and repair times), in order to generate performance analyses of vans across different fleets and deliver at least one quarterly executive report, enabling informed strategic decision‐making for MB Mexico and its customers, while ensuring continuous improvement in operational costs and service levels.

Profile:

• Education: Engineering: Automotive, Mechanical, Transportation or Chemical.
• Previous experience: Operation of the After‐Sales department within an automotive company. Knowledge of fleet customer management and dealer network operations. Interaction with customers, workshops, and internal areas for case resolution.
• Location: CDMX
• Local contract applies.
• Relocation assistance will not be provided for this position.

The power of being unique.

Diversity & Inclusion at Mercedes-Benz. We attract and value a diverse workforce to drive innovation and reflect our global customers and environments in which we operate. We embrace the uniqueness of every team member and are committed to promoting an inclusive culture with equal opportunities for success. We enable our teams to bring their diverse experiences, skills and perspectives to build the world’s most desirable cars for a sustainable future.