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.
The CDC has grown from the local IT Provider for the Mercedes-Benz Customer Assistance Center (CAC) to the Global Service Provider for the core CRM Ecosystem of Mercedes-Benz worldwide. Our Eco system consists of a CRM System, Telephony, Call and screen recording and knowledge management systems. Since our expansion that ended in 2019, we cover 54 countries, supporting 20.000 dealers, 3000 call agents and 600 local back office employees that make use of our Ecosystem worldwide. As Daimler is a company on the move we are currently involved in a transition of our Ecosystem into a complete new environment, in addition to that we are involved in an outsourcing deal for IT Infrastructure.
Per August 2021, Mercedes-Benz outsourced all IT Infrastructure services to an external company, TAF/Infosys. The retained department is the team of Business Accelerators, instated to insure a smooth transition and create advantage on getting value for money, to keep knowledge on board and act as a man in the middle for a good transition and guaranteed service level within the financial, technical and quality levels as defined and agreed.
The responsibility of the Business Partner Project Manager is the successful execution, monitoring, controlling and closure of a project in close collaboration with the TAF Partners, ITx Units, Business Units and Solution Delivery Units. The BPPM guarantees that performance quality and cost targets are met by orchestrating internal and external resources and by closely aligning with the respective business partners.
The function Business Accelerator is responsible for understanding the demand for IT infrastructure operationsand technology services, for closely collaborating with the business partners in specifying requirements and for delivering solutions that leverage the highly standardized IT infrastructure platform services provided by the TAF partners.
It enables business partners to get the best value from products and services provided by the TAF Partners as well as by internal units (e.g. Dynamic Platforms) for a specific division or customer need. Leveraging the business process know-how, it ensures that the solutions support the long-term strategies of the respective business partners.
Key tasks comprise the analysis of the operations and support processes and technology demands for new products or applications from the business partner and the definition of suitable solutions based on products/ services provided by the TAF Partners. This function additionally identifies and ensure provision of products and services not covered by the service portfolio of the TAF Partner.
Specialists working in this function have profound IT Service Management and process skills (ITIL) to provide stable solutions across technology domains.
Some of the products that the BA team delivers are:
Key Values, deliverables:
Professional Skills:
Interdisciplinary Skills:
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.
For data privacy reasons, we can only accept applications via the above process.
For more information about this vacancy please contact Marie-Claire Scharis by email: marie-claire.scharis@mercedes-benz.com