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

The department GSP/BWO is responsible for the worldwide warranty and goodwill business for Mercedes-Benz passenger cars including Maybach and smart. We are located in Maastricht (Netherlands), Offenbach (Germany) and Stuttgart (Germany). Our main target is to ensure a professional warranty and goodwill process is in place and operated by our Retail Network, to maintain the high levels of customer service we expect for our customers and also ensuring adequate compensation is offered. Standard warranty and goodwill claims are operated automatically; however, more complex claims are carried out manually. Claim controlling, key account and parameter settings are important parts of complex claims, combined with communicating with the markets and retailers.

Tasks and Responsibilities

• Avoid unjustified warranty and goodwill cost
• Ability to make independent decisions on manual claims
• Communication, when necessary, with the Technical Department to gain clarification of engineering details
• Communication with Retailers via chat to help further qualify claims
• Have a working knowledge of the internal guidelines and their application
• Set parameters for the system VEGA to enable manual warranty and goodwill claims
• Frequent reporting of the relevant key performance indicators.

Requirements

• Education as industrial engineer or comparable
• Good knowledge of Mercedes-Benz products
• Experience within a Mercedes-Benz workshop is preferred
• Good knowledge of workshop processes
• Good knowledge concerning warranty and goodwill processes
• Good knowledge of automotive English and German
• Good knowledge of one of the following languages: Dutch, French, German, Italian or Spanish
• Good knowledge of Microsoft Office applications
• Good knowledge of Mercedes-Benz applications (for example ASRA, EPC, EVA, TIPS, VEGA, WIS)
• Good communication skills related to markets and retail
• Interpersonal skills and team-minded thinking
• Stress resistent
• Improvement skills

We offer

Full-time position 40 hours per week from Monday until Friday in dayshift

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.