Oorspronkelijke vacature omschrijving:

The organisation

Mercedes-Benz are well recognized as industry leaders in luxury service and high quality products, pushing the meaning of automobile excellence to new boundaries. You can trace the timeline of Mercedes-Benz all the way back to 1885 when Karl Benz invented the first automobile - cementing Mercedes-Benz a place in history.

We know what you’re thinking, over 100 years is a long time to be in the business. So what’s our secret? We constantly strive to find ways to balance tradition with innovation. Mercedes-Benz Customer Assistance Center, Maastricht is no exception. For the last 20 years our aim has been to provide the best quality customer service not only in Europe but all around the world. But maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company. That is why we are always looking for bright new sparks to join us. If that could be you, read on!

The Customer Assistance Center (CAC) acts as the single customer contact point for Daimler in Europe. To ensure high quality and efficient service to the customers a highly complex and customized IT and Telecom environment is in place. The IT and Telecom environment is mission critical for running the CAC operational processes. It is used by 650 employees of the CAC, 150 users in the headquarters of 23 different countries. Next to this the main application is also used by 2500 dealers for complaint handling and also used by 20000+ users throughout Europe in the retail network to provide roadside assistance services. Needless to say that all system have to be available 7 days a week, 24 hours per day, 365 days a year.

The function

We are currently looking to extend the Dealer Helpdesk (DHD) team, which is part of IT Support team within the IT Infrastructure department. DHD currently supports 50 countries, more than 5000 Dealers, 15000 C@D Users, 8000 M4T Users throughout Europe, Scandinavia and South Africa. DHD also supports the dealer managers in the Satellites around the world. DHD supports Dealers & MPC’s using the Compass@Dealer, M4T and DealerGIS applications. Dealer data administration within Compass Call Centre is a critical part of the teams tasks along with TCU (tracker) monitoring and maintenance. As part of IT Support DHD team members are also required to support, when needed, MBuptime, IT Firstline Help Desk and IT Service Desk

All core components of the IT and Telecommunication environment are supported and managed by CDC IT Operations staff. Within this environment the function of IT Engineer I/II acts as the first point of contact for 3 types of Customers;

The IT Engineer is responsible for registering and solving incidents and enquiries. Currently working hours are extended office hours, but with Compass World Wide 24x7 support might be required in the near future.

Tasks/ responsibilities:

• Serve and act as first point of contact for DHD customers via phone and email.
• Handle, follow-up and manage user’s expectations of incidents and enquiries
• Correctly administrate incidents and enquires
• Analyze and assess the potential impact of incidents and enquiries and define the relevant priority.
• Take initiative to involve other IT Operations 1st line team members or 2ndline engineers in more complex calls.
• Perform simple system administrative tasks.
• Create, improve and maintain documentation, job aids and FAQ for users and SharePoint.
• Make suggestions to improve general work processes within the DHD team.
• Staying informed on the latest developments in the dedicated area of expertise.
• Resolve minor training/awareness issues on the phone.
• Resolve TCU connectivity, configuration and user issue.
• Identify problems that can effect CDC processes and escalate to IT coordinators.
• Support users with process knowledge and case specific routing.
• Support CDC IT-Operations 2nd line in the process of problem resolution.
• Check reporting and supply data for specific requests (internal and external).

Requirements

Requirements:

• Completed Vocational Education (MBO) or proven corresponding skill level;
• Intermediate/advance affinity with IT – working knowledge of Compass Call Centre is essential. Plus knowledge of Compass@Dealer, M4T and NAC software is a major advantage);
• Good verbal and written communication skills in; English and German is a must (plus one European language is a major advantage);
• Act quickly to queries and are able to explain complex issues in layman terms;
• Problem solving capacity, seeing consequences of actions taken;
• Stress resistant, have the ability to put things in perspective;
• Being able to manage time and prioritize the workload;
• Eager to learn and be a team player;
• Service and customer oriented;
• Willingness to work flexible hours;
• Working experience in a multicultural environment;
• Have knowledge of and handle according the rules and regulations of the company;
• Experience in customer support / problem solving business processes;
• Good communication skills (B2B);
• Strong identification with the Daimler organization;
• Acts as a “brand ambassador”.

We offer

Worried about fitting in? We help you meet other colleagues outside of work via our incredible social club that organizes cool activities such as: language courses, weekly sports activities and cultural events in the city (of course now during Covid this all looks somewhat different, however we still do our best to make sure you can engage with your colleagues).

What if the purse strings are a little tight? We offer an excellent relocation package which takes care of your initial travel and accommodation expenses for the first two months. One month of training is, of course, also paid for.

It’s important to be somewhere you feel you can grow! We offer opportunities that enable you to get support and development.

The procedure

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.