Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The function

Placement in the organisation
Daimler is deploying the connected vehicle and its respective services to the world.
Connected mobility requires the implementation of a connected and global Customer Contact Center (CCC) infrastructure and Operations. The department “Global Contact Center Management” has been formed for this purpose.
It is our mission to govern Daimler’s Contact Center network & infrastructure worldwide for Sales and After Sales. With all our competencies & experience in Customer Service, S24h Roadside Assistance and Connected Mobility Services we are dedicated to customer-centricity, best practice sharing, consultancy and standardization.


Process Management & Standardization
Within the department “Global Contact Center Management” we are hiring a LEAN Specialist to strengthen the Process Management & Standardization team. This team has a leading role in defining the Customer Contact Center (CCC) business process standards. Standardization, simplification, innovation & globalization are of key importance in this respect and continuous improvement is pursued using principles of LEAN/Six Sigma.
We are looking for a self-motivated, creative and dedicated person who will fit with our collaborative culture and dynamic, fast-growing organization.

LEAN Specialist
Using principles of LEAN/Six-Sigma, the Specialist is required to make a valuable contribution to continuous improvement at MBCAC as well as at the other CCCs around the world. The LEAN Specialist initiates & drives forward the implementation of LEAN initiatives, next to taking a leading role in the execution of these initiatives. In addition the LEAN Specialist establishes & leads continuous improvement projects. Another important aspect of the job is to consult relevant stakeholders & business partners with respect to making use of the LEAN philosophy & strengthening of the continuous improvement mindset.
Being part of the Global Contact Center Management department, the LEAN Specialist will have to manage a large variety of stakeholders within the MBCAC, in the Daimler organization and at involved third parties.

Responsibilities & duties:

• Promote LEAN Management philosophy & instruments in the organization
• Give professional & methodological advice to relevant stakeholders regarding continuous improvement and the use of LEAN/Six Sigma
• Initiate, plan and implement LEAN initiatives & across the organization
• Establish & lead continuous improvement projects following scientific methods (PDCA / DMAIC) and adhering to standard MBCAC project management methodology & PMO principles
• Where relevant, act as LEAN consultant within other MBCAC strategic projects & initiatives
• Act as a LEAN consultant & sparring partner for relevant line business partners
• Establish and manage relationships with all related stakeholders (internal & external)

Requirements

• University degree / Academic level of working and thinking
• Several years of experience in the area of LEAN/Six Sigma & continuous improvement projects
• Well-educated in the area of LEAN/Six Sigma (LEAN Six-Sigma Green-Belt or LEAN Practitioner certification)
• Experience in the in the field of project management is a plus
• Working experience in a Contact Center environment is preferred
• Working experience with COPC is preferred
• Effective in stakeholder management; able to interact with a large variety of stakeholders
• Experienced & self-confident in presenting to different types of audiences
• Able to get the best out of people; maximizing the contribution of people involved in LEAN initiatives/projects (informal leadership)
• Independent actor as well as strong team player
• Advanced time management and analytical skills
• Able to create innovative solutions to problems
• Solid organizational skills
• Excellent English written and verbal communication skills (German is a plus)
• Extensive knowledge of Microsoft Office
• Enjoys working in a dynamic, multicultural environment
• Willingness to travel for work when required
• Affinity with Mercedes-Benz (vehicles & technologies)

We offer

Further information
This position is ranked within salary group 7

Benefits
You have the opportunity to work in a growing international company in an ambitious, professional and dynamic environment. Furthermore we offer a competitive remuneration package.
An extensive relocation package is offered to candidates living further than 50km from the CAC, moving within 20km from the CAC. Collective health insurance, opportunities for further self-development, result-oriented bonus (variable payment) and a pension plan are all part of our secondary benefits

The procedure

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 this vacancy until  August 10th.

For more information about this vacancy please contact Manon Gosler-Bongaerts at the Recruitment Office manon.gosler-bongaerts@daimler.com.