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”.
Department
As a Senior Trainer you are part of the Training Development and Quality Management Department, which is in charge for Training Consultancy and Quality Management Strategy for all Mercedes-Benz Contact Centres worldwide.
The training team is responsible for the development and delivery of the required qualification program for customer contact employees. This includes the new starter as well as the existing staff. The range is from process and systems to communication and product training.
As the Senior Trainer you make a valuable contribution to the development and the delivery of training in the respective area of working. You achieve this through successful development and delivery of trainings for the target group. In addition you monitor the quality standards of the trainers and delivers coaching and consultancy for bigger projects.
You consult on training topics including the formulation of learning objectives and deciding on the training format. In this role you are responsible for training development – transferring content into training, delivery of training programs and defining the training needs with performing training needs analysis.
Other tasks are keeping training material updated, act as Single Point of Contact (SPOC) for specific areas and support the management of the SPOC set-up.
You lead and work on projects and ensure that projects are delivered on-time, within scope and budget. Next to this, you coordinate internal and external resources for successful project execution & delivery. Leading and supporting in developing detailed project plans & schedules are an important part of the role, as to contribute to the project status reporting.
You are able to define project objectives & scope and clarifying specific requirements with involvement of relevant stakeholders. Of course you can manage changes in project scope, schedule and costs in a structured and consistent way. You secure proper project closure and hand-over to line business.
One of your responsibilities is to track project performance using appropriate systems, tools and techniques. You use and adhere to standard MBCAC project management methodology & PMO principles.
Next to this, you deliver coaching sessions for other trainers, monitor and ensure quality in training and support other trainers with mentoring.
Specifically in this Role your main task will be to develop and deliver a training Package to the Mercedes-Benz World-Wide Customer Contact Centers (CCC). The package includes Sales Inbound (Lead Generation/Lead Management), Outbound Campaign and Social Media Community Management and Live Chat/Online Communication.
This position is initially for a year. Depending on developments within our company, this contract can be extended to an indefinite contract.
You have experience in training and/ or consultancy for at least 4 years. Your personality shows strong interpersonal skills, solid organisation skills including attention to detail and multi-tasking skills. Of course you are experienced & self-confident in presenting to different types of audiences. To be successful in this role you need to be an excellent communicator with strong facility skills. You enjoy working in a dynamic, multicultural environment and you can act independent as well as a strong team player.
• Higher vocational /university degree or an academic way of thinking
• Degree/certificate in training and/or coaching
• Fluent in corporate language English (need to have), ideally also a second (near) language.
• Extensive knowledge of Microsoft Office
• Positive attitude towards change
• Stress resistant
• Project management experience
Willingness to travel for work, this role requires 50% international travel.
This position is initially for a year. Depending on developments within our company, this position can be extended to an indefinite contract.
We offer you a job in a multicultural, young 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);
• 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.
Please use the “apply” button to upload your CV and Letter of Motivation (both in English only) and any other documentation that adds value to your application. You can respond to the vacancy until February 12th, 2019.
For more information about this vacancy please contact Manon Gosler-Bongaerts by email: manon.gosler-bongaerts@daimler.com.