Our home base is the Mercedes-Benz Customer Assistance Center Maastricht , which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.
1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.
For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.
IT
The main goal of the Compass Team Lead (Service Level Architect) is to help steer & manage a team of dedicated individuals in their ongoing tasks.
This is a role in the IT department of the Mercedes-Benz Customer Assistance Center (CAC), which has grown from being the local IT Provider for the CAC to being the Global Service Provider for the core CRM application of Mercedes-Benz worldwide. In total up to 20.000 dealers and 2000 call center agents worldwide, make use of our applications.
Within the department of IT Products & Applications, the Compass Team Lead will be part of an international team with colleagues from all continents, working out of the Maastricht offices, and cooperating with suppliers worldwide.
The Siebel product that the team is working on Compass, is set for replacement mid-2023 and the role of the Compass Team Lead is to ensure the stability of the existing team and product. The team works closely with others, including Telephony which is an important integration point. The Compass Team Lead will support the Departmental Manager & CIO in transforming the current team to support transformation objectives in line with departmental vision.
What are your tasks & responsibilities?
• Manage, motivate and coach the team members in their personal development (discipline-based)
• Provide guidance and support the development of new concepts and strategies
• Contribute to the definition and implementation of the ITS/GC strategy and SFOAs
• Manage the (sub)department financial processes and budgets
• Purchase Order handling
• Guide and further develop IT performance management
• Drive innovation and change, including new ways of working
• Develop and maintain relationships with internal and external partners
• Have regular touchpoints with team members, including yearly midyear review and Performance Evaluation
• Manage and track team members’ OKR's
• Align and implement training plan with team members
• Manage the (sub)departments stability; lead recruitment activities (for both internal and external employees)
• Alignment and agreement with suppliers on needed external resources
• HR tasks, like sick leave management, contract management, performance management.
• Create and maintain an environment and culture which stimulates high performing, inspired people
• Demonstrate commitment and create a culture of integrity
• Support in escalations
• Stand By Coordination (including shift coordination)
• Ensure products are built & implemented in accordance with company Infosec requirements
Who are you?
• University degree or higher-vocational in computer science, Engineering or related field or a combination of related experience and education
• At least five years of working experience within IT software development
• Experience with Siebel & Telephony is beneficial
• Familiar with at least one of the specific IT knowledge areas: CRM, Service Operations, Telephony
• Excellent verbal and written communication skills in
• Strong analytical background, communication and problem solving skills
• Excellent analytic and interpersonal skills to influence and engage colleagues, along with a broad understanding of the businesses they support
• Ability to balance the big picture with meeting and the day-to-day needs of the organization
• Ability to partner with both technical and non-technical peers and stakeholders, to interact with various levels of management, and to promote cross functional collaboration
• Ability to be flexible and work accurate and outcome based, both independently and in a team environment, in a high pressure, multi-tasking environment with changing priorities
• Ability to produce clear and concise reporting for both technical and non-technical peers and stakeholders
What do we have to offer you?
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.
Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package.
Location
We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.
Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.
Does this role fit your expectations for a new challenge, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application before August 14, 2022.
For data privacy reasons, we can only accept applications via the above process. Due to the holiday season, the first selection will take place after the application period ends.
For more information about this vacancy please contact Marie-Claire Scharis by email: marie-claire.scharis@mercedes-benz.com Because of the holiday season, the selection process will start after August 14th.