Director Mbusa Jobs (NOW HIRING)

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.

Education
 

• Degree in Automotive Management, Business Management, Finance, Economics, RetailOperations, Statistics, Engineering, or a related field preferred; or a minimum of 10 yearsof relevant experience.
• Strong understanding of automotive retail, with emphasis on sales, pre-owned vehicles,parts and service, automotive repair, and customer experience. A deep understanding ofengineering principles as they relate to vehicle performance, repairs, and service deliveryis essential.
• Knowledge of quality management principles and practices, especially within theautomotive repair and service environment, to ensure high-quality service delivery andminimize vehicle repurchase risk.
  Experience
• Over 7 years of proven experience in Sales & Aftersales Retail/Wholesale operations,with a focus on business development, service contract sales, automotive repair, andincreasing revenue.
• A minimum of 5 years in the Automotive Service industry with a demonstrated trackrecord of success in driving dealer growth, service excellence, and profitability.
• Expertise in retail sales, aftersales, automotive repair processes, and engineeringprinciples related to vehicle maintenance, diagnostics, and repair techniques.
• Proven experience in managing and improving quality control processes in serviceoperations, ensuring that repairs meet high standards and minimize vehicle repurchaseexposure.
• Demonstrated expertise in market research, data analysis, and performance metrics, withthe ability to identify opportunities for revenue growth, customer retention, and shopefficiency.
• Proven ability to communicate and collaborate with C-level executives and seniorleadership to align on business development strategies and achieve dealer growthobjectives.
• Experience working in dynamic, fast-paced market environments, with a focus onengineering solutions to improve service delivery, efficiency, and customer satisfaction.

Skills
 

• Self-Motivated and Go-Getter mentality are critical to success in this role
• Proficient at building and maintaining collaborative relationships with internal andexternal stakeholders, with a primary focus on growing dealer businesses, increasingmarket share, and optimizing service and parts operations.
• Deep passion for the automotive industry and customer-centric sales practices, with astrong understanding of fixed operations, automotive repair processes, and theircontribution to dealership profitability.
• Knowledge of engineering principles related to vehicle diagnostics, repair, and service,with the ability to identify and implement process improvements for high-qualityservice delivery.
• Working knowledge of quality management systems, with a focus on improvingservice quality, reducing vehicle repurchase risks, and optimizing repair workflows toincrease service volume.
• Advanced experience in market research, data analysis, and performance metrics,including KPIs for automotive service operations, to identify opportunities for revenuegrowth, parts sales, and customer retention.
• Proven ability to forecast, assess risks, and manage business growth strategies,particularly within automotive repair environments, ensuring optimal performance andprofitability.
• Strong business development skills, enabling the identification and implementation ofstrategies to expand dealership revenue streams and attract new customer segments.
• Skilled at uncovering innovative revenue-building opportunities by analyzing markettrends, enhancing dealership operations, and introducing customer-focused serviceofferings.
• Proficient in gaining buy-in for new ideas and approaches to business operationsthrough effective communication, data-backed insights, and collaborative engagementwith stakeholders.
• Exceptional organizational and planning skills with the ability to manage multiplepriorities and lead cross-functional projects to completion.
• Strong public speaking and communication skills, particularly in delivering persuasive,data-driven presentations to senior management and dealership leadership.
• Ability to drive business decisions with a holistic view of market needs, engineering solutions, quality control, and strategic priorities in the automotive retail and service sectors.

Special Knowledge

• Knowledge/awareness of federal and state Franchise laws is a plus.

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.