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.

The function

The goal of the Technical Operations Manager is to maximize and maintain the performance of the team. The job holder’s field of responsibility covers the supportive functions for various stakeholders within and outside the Daimler AG organization in a multilingual and multicultural environment.

Tasks & Responsibilities:

Management

• Ensure effective, qualitative staffing in accordance with budget.
• Ensure continuous development of employees within the own team in line with MB CAC/GLC policies and guidelines.
• Organize the team and operationally manage and support employees regarding Claims, Returns and escalations.

Operational

• Monitor, anlyze and steer the KPIs and reporting to ensuere Best Quality of Service and Best Customer Experience
• Knowledge of processes and systems with regards to Claims, Returns and Critical Parts Managemebt fir wgikesale customers
• Handle delegated (Top-) Management Escalation cases.
• Ensures Follow-up / track-and-Trace on all escalation levels and pro-actively communicates updates to Business Partners Worldwide.

Analytical

• Methodological and LEAN approach to problem solving
• Proactively steers analytical reasoning and problem solution in the team and amongst colleagues
• Root causes analysis

Project Management

• Able to support, initiate and autonomously lead Projects
• Goal oriented Stakeholder Management
• Give regular Feedback and track/communicate actual status. Respect deadlines.
• Timely recognize need to change plans and execute adjustments in order to safeguard Project objectives.

Requirements

• Higher vocational education
• Fluent level in English, German and preferably an additional CAC language, written and spoken Experience in managing teams, strong leadership and people management skills
• Advanced skills in project management
• Entrepreneurial approach and good business acumen
• Strongly oriented to Customer’s Satisfaction
• Very good and consistent communication skills
• Experience to manage and communicate on all levels, internal and external stakeholders
• Ability to coach and train employees
• Ability to manage complexity under high pressure and stress
• Strategic and progressive thinking, think in solutions not problems
• Demonstrate creativity when handling problems independently
• Flexibility and willingness to travel

We offer

Full-time position 40 hours per week, Monday to Friday, day-shift.

We offer you a job in a multicultural, dynamic and informal international working environment with interesting conditions, both primary and secondary

•  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

•  Holiday allowance: 8% of annual salary

•  200 vacation hours (based on full time employment)

•  Non contributory pension plan

•  Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs

•  Employee Car Program: discount on new or used Daimler brand cars

The procedure

Does this role fits your expectations ?

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 do not handle any applications sent by email.

For more information about this vacancy please contact the Recruitment Team at: +31 43 356 2708