Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. More than 25 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year. The Retail Service department supports technical and product related competencies for CAC, Daimler and external parties.

The function

The dedicated Connected Mobility Services department is available Monday till Friday from 08.00 till 20.00 in 12 languages and 24/7 in English and German for customers and retailers in need of me connect assistance. The team answers inbound customer and retailer requests and offers help over the phone, email or letter.
The Technical Operations Manager we are looking for will work closely with the other Technical Operation Managers and the Service Account Manager in order to maximize and maintain the performance of the CMS team. The Technical Operations Manager will be directly responsible for one team of approximately 15-20 employees.

Tasks / Responsibilities:

• Managing the team and deal with all relevant aspects
• Monitoring and coaching the team on the handling of customer/retailer contacts and dealing with cases
• Monitoring and registering the individual and team key performance indicators, as well as the attendances and absences of team members
• Identifying training, information and equipment needs within the team and coordinating the fulfillment of these needs.
• Checking and if necessary adjusting staffing level to an efficient level, for your own team and others within the department
• Communicating and functioning as an intermediary between HQ, MPC’s, retail network, other CAC departments and the team.
• Participating in the set up and resolution of procedural issues with HQ, MPC’s, retail network and other CAC departments, to enhance business performance
• Continuously participating in improvement processes in order to contribute to effectiveness and efficiency within the CAC

Requirements

• Fluent level in English and preferably an additional CAC language, written and spoken
• Relevant work experience with focus on advance (automotive) technical knowledge is an advantage
• Strongly oriented to Customer’s Satisfaction
• Excellent communication skills (B2B and B2C)
• Knowledge of Daimler organization and tools/computer applications
• Good coaching skills
• Strong stress management skills
• Creativity when handling problems independently
• Leadership and people management skills acts as a ”brand ambassador”
• Entrepreneurial approach
• Supports strategic direction even if in conflict with own view
• Ownership and independent thinking
• Strong focus on self-improvement, analytical thinking and self-reflection
• Willing to travel

We offer

Salary group 8

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 before the 19th of July 2018.

The assessment day has been scheduled on the 20th of July 2018.
For more information about this vacancy please contact the Recruitment Office on +31 43 356 2140.