Overview
Workshop Processes & Systems Manager Jobs in Mexico City, Mexico at Mercedes-Benz México
Title: Workshop Processes & Systems Manager
Company: Mercedes-Benz México
Location: Mexico City, Mexico
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:
Manage and improve after-sales workshop processes, standards, and support operations for the Mercedes-Benz dealer network in Mexico. Oversee dealer standards, coordinate parts availability with GCSP (Global Customer Services & Parts), and lead XENTRY product management for smooth implementation and efficient operation. Optimize Customer Service and Roadside Assistance (S24h) workflows with providers to boost customer satisfaction and value.
Day to day (main tasks):
Workshop Standards & CS Support Operations (E2E Ownership)
Own E2E (End to end) responsibility for MB Mexico's workshop process guidelines and Customer Services dealer standards (e.g., tools, planning parts stock), maintaining expert process knowledge.
• Drive continuous improvement in workshop process guidelines by integrating business innovations, ensuring transparency and accessibility for the dealer network and internal stakeholders.
• Provide on-demand training, advisory support, and clarification on standards to ensure Dealer processes alignment.
• Monitor dealer standards of compliance and implement/track performance improvement measures implemented.
• Manage Support Processes (E2E): operational steering, continuous performance monitoring of service providers (e.g., CAD (Centro de Atenci6n
al Dealer)), as well as proactive implementation of improvements in the process, giving as a result CSI (Customer Satisfaction Index) growth.
• Manage E2E Roadside Assistance (S24h) processes: operational steering, continuous performance monitoring of service providers and dealers, business model validation, and proactive process improvement.
Parts Availability Management (E2E Steering):
• Proactively steer end-to-end parts availability with GCSP to maximize PDC (Parts Delivery Center) stock and minimize VOR (Vehicle Off Road) lead times.
• Optimize part's availability performance through data-driven analysis (e•,g• availability rate, backorders, lead times), focusing on root cause identification, countermeasure alignment, and implementation.
• Manage dealer support processes for parts availability, collaborating with service providers (e.g., CAD (Centro de Atencion al Dealer)) to ensure swift and consistent resolution of inquiries and escalations.
XENTRY Product Management – Software (E2E Ownership):
• Own and maintain expert knowledge of all XENTRY environment MB workshop systems; provide training and advisory support for dealers and internal stakeholders to ensure correct usage and compliance.
• Continuously track usage levels, user adoption, and operational efficiency of XENTRY applications in Mercedes-Benz workshops; define, implement and track measures to improve utilization and effectiveness.
• Ensure successful planning and rollout of new workshop systems (incl. new XENTRY applications) across all MBMEX, workshops, coordinating stakeholders and mitigating implementation risks.
XENTRY Product Management – Hardware (E2E Ownership):
• Ensure the availability of the required XENTRY diagnostic devices across all authorized workshops to enable efficient diagnostics operations; monitor stock, allocation, maintenance and replacement needs.
• Continuously monitor and further develop the XENTRY kit rental business model to ensure an optimal balance between rental revenues and workshop equipment levels, including governance of the operational process end-to-end.
• Manage DRT/TRP (Theft Relevant Parts) access rights for the dealer network, ensuring secure and compliant diagnostic and programming capabilities.
Profile:
- Education: Bachelor's degree in engineering in Administration or similar.
- Previous experience: At least 5 years of experience in automotive industry.
- Languages: Advanced
- Additional Qualifications: XENTRY Platforms knowledge (Nice to have), Data base management, Office knowledge (Excel & PowerPoint, etc.) &Dealer Network interaction experience.
- 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.
