The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. 1400 employees from 42 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.
Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year.
The Retail Service department supports technical and product related competencies for CAC, Daimler and external parties.
Within the department “Global Contact Center Management”, the Data Scientist is part of the team “Business Development & Digitalization”. The digitalization part of the team is responsible for developing a data & digitalization strategy and manages, develops and implements use cases within the Customer Assistance Center (CAC) or other global Customer Contact Centers (CCCs).
The Data Scientist (Business Consultant) is responsible for developing and maintaining data science use cases which have been defined in the data science strategy. You use available data sources, like the own data warehouse (DWH) or the Daimler data lake. The use cases aim to improve and/or automate call center processes to reach efficiencies and/or contribute to customer satisfaction. You work closely together with the Product Manager Data Science and the corresponding data scientist in the IT department. Your goal is to support in rolling out the developed use cases to the CAC or other CCCs. You work together with the Data Steward to ensure that data quality is on the right level.
• Supports the development of the data science strategy together with the department managers and the Product Manager Data Science
• Prepare the data for the data science use cases
• Make use of the local DWH and the global Daimler Data Lake
• Participation in definition of the technical architecture of the data science solution in cooperation with the data scientists/other architects of the contact center eco-system
• Maintain and co-develop the data science use cases
• Select and prepare the relevant datasets, and co-develop and maintain machine-learning models with delivering optimal quality
• Demonstrate ability to understand complex problems, in order to identify the best approach for analyzing and preparing the data or to troubleshoot problems and add operational value to the CAc
• Roll out developed data science products to business functions or CAC/CCC Operations based on agreed timelines together with the Product Owner Data Science
• Evaluate new and emerging technologies together with the Product Owner Data Science
• Master in the area of Computer Science, Econometrics, Knowledge Engineering or equivalent
• 1-5 years of relevant professional experience in similar functions
• Knowledge of and experience with Data Engineering and ETL tools
• Knowledge of and experience with at least one of the advanced analytics tools (R, Python, Julia)
• Ideally knowledge of and experience with Azure Data lake technology
• Ideally experience with data visualization tools
• Hands-on mind set and critical attitude
• Curious about data, eager to explore, with great problem solving capabilities.
• Good communication skills
• Fluent in English
• Enthusiastic about the automotive industry
• Willingness to participate in a stand-by schedule
• Able to work independently with limited work instructions
• Ideally experience with the agile way of working
We offer you a job in a multicultural, dynamic and informal international working environment with interesting conditions, both primary and secondary. We offer a career for a junior or experienced Data Scientist candidate.
• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs
• Result oriented bonuses
• Competitive performance based salary growth
• A unique opportunity to make a contribution to the success of Daimler’s After-Sales initiatives to achieve Best Customer Experience (BCE)
• Empowerment to make decisions within the assigned area of responsibility
• Individual Development Plan (IDP) with customized trainings on a yearly basis to support you in your professional development
• Attractive compensation package with various secondary benefits (i.e. non-contributory pension plan, holiday allowance, transportation allowance)
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. You can respond to the vacancy until July 14th, 2020.
For more information about this vacancy please contact Manon Gosler-Bongaerts by email: manon.gosler-bongaerts@daimler.com