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

Our department GSP/BWO is responsible for the worldwide warranty and goodwill business for Mercedes-Benz passenger cars including Maybach and smart.
Our main target is to ensure that a professional warranty and goodwill process is in place and is being operated by our Retail Network.  We maintain high levels of customer service for our customers and also ensure that an adequate compensation is offered. Standard warranty and goodwill claims are operated automatically, more complex claims are carried out manually. Claim assessment is an integral part to operate complex claims.

The Warranty Claim Assessor checks complex and high-value claims if they meet the current regulations. Furthermore he approves, reduces or rejects claims and provides a transparent explanation regarding the decision.

Task & Responsibilities:

• Check complex and high-value warranty and goodwill claims if they meet the current regulations
• Make fair and independent decisions
• Avoid unjustified warranty and goodwill costs
• Approve correct warranty and goodwill claims
• Reduce or reject unjustified warranty and goodwill claims
• Provide transparent reasons for decisions via chat to the Retailer
• Communicate, when necessary, with markets (AUSTRIA, BELGIUM, CZECH REPUBLIC, FRANCE, ITALY, POLAND, SPAIN, THE NETHERLANDS, SWITZERLAND, UNITED KINGDOM and “REST OF WORLD”) to align decisions
• Communicate, when necessary, with the Technical Departments (GSP/BW, GSP/O, GSP/TP and MPCs/MOCs) to gain clarification of engineering details
• Operate master data corrections
• Operate chargebacks concerning audit results

Requirements

• Educational background as passenger car mechanic and/or service advisor
• Experience within a Mercedes-Benz workshop for minimum 3 years is preferred
• Good knowledge of Mercedes-Benz products
• Good knowledge of Mercedes-Benz workshop processes
• Good knowledge of Mercedes-Benz warranty and goodwill processes
• Good knowledge of the Daimler guidelines and their application (EWMR and WMW) preferred
• Fluent in verbal and written English
• Good knowledge on automotive English
• Good knowledge of French
• Dutch is preferable
• Good knowledge of Microsoft Office applications
• Good knowledge of Mercedes-Benz applications preferred (for example ASRA, EPC, EVA, TIPS, VEGA, WIS)
• Customer orientated
• Good communication skills related to markets and retail
• Interpersonal skills and team-minded thinking
• Stress resistant
• Proactively seeks to improve processes

• Educational background as passenger car mechanic and/or service advisor
• Experience within a Mercedes-Benz workshop for minimum 3 years is preferred
• Good knowledge of Mercedes-Benz products
• Good knowledge of Mercedes-Benz workshop processes
• Good knowledge of Mercedes-Benz warranty and goodwill processes
• Good knowledge of the Daimler guidelines and their application (EWMR and WMW) preferred
• Fluent in verbal and written English
• Good knowledge on automotive English
• Good knowledge of French
• Dutch is preferable
• Good knowledge of Microsoft Office applications
• Good knowledge of Mercedes-Benz applications preferred (for example ASRA, EPC, EVA, TIPS, VEGA, WIS)
• Customer orientated
• Good communication skills related to markets and retail
• Interpersonal skills and team-minded thinking
• Stress resistant
• Proactively seeks to improve processes

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.