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 Critical Parts Management Department of the Mercedes-Benz Customer Assistance Center Maastricht N.V. is dealing with global escalations for parts in the Mercedes-Benz logistics chain. The supported entities consist of the Mercedes-Benz local headquarters, general distributors, wholesale locations and appropriate retailers. The Technical Service Representative II acts within a high level technical department with specialist tasks. The TSR II reports directly to the Technical Operations Manager and her/his field of responsibility covers the support and handling/dealing with cases of Daimler customers as 2nd level and/or requests/incidents of Daimler retail network, Daimler HQ, market performance centers (MPC’s) and customers outside the service network.

The function

The Critical Parts Management Department of the Mercedes-Benz Customer Assistance Center Maastricht N.V. is dealing with global escalations for parts in the Mercedes-Benz logistics chain. The supported entities consist of the Mercedes-Benz local headquarters, general distributors, wholesale locations and appropriate retailers. The Technical Service Representative II acts within a high level technical department with specialist tasks. The TSR II reports directly to the Technical Operations Manager and her/his field of responsibility covers the support and handling/dealing with cases of Daimler customers as 2nd level and/or requests/incidents of Daimler retail network, Daimler HQ, market performance centers (MPC’s) and customers outside the service network.

• Resolve fastlane escalations for all Mercedes-Benz business units (passenger cars, vans and trucks)
• Appropriate usage of available resources and documentation of business related activities in the relevant system (e.g. ticketing system)
• Analyze and investigate logistic issues using own knowledge, computer applications, databases with support GSP N level support, other Daimler entities and external partners.
• Assess requirement to involve Technical Specialists and/or Management and delegate / escalate according to process when required. Ensure correct activity documentation and routing of delegation via the appropriate systems
• Ensure complete, accurate documentation of fastlane according to specific data requirements of each request, in order to facilitate the case handling and to provide other parties involved with the relevant information.
• Continuously monitor assigned/open cases in the worklist to ensure timely investigation and response to support requests and departmental reporting commitments to Daimler internal partners.
• Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Daimler processes and information systems. Ensure changes to service-relevant MBCAC operational procedures are incorporated in own work.
• Excellent management skills to handle cases based on the escalation level (end to end) to find the best solution for the issue

Requirements

• Effective communication skills with coworkers and customers
• Native German and near native English , written and spoken language skills
• Experience in customer support / problem solving business processes
• Creativity when handling problems independently
• Excellent tracking skills and analytical attitude towards work
• Strong time management, accountability and organizational skills
• Excellent knowledge of principles and processes for providing customer and personal services
• Affinity with the car trade and technology
• Strong identification with the Daimler organization
• Knowledge of Daimler products and their parts
• Strong stress management skills
• Handling escalations in combination with regular workload without detriment to own stress level
• Acts as a “brand ambassador” with a strong customer focus
• IT Literate (MS Windows/Office)
• Strongly oriented to Customer’s Satisfaction, both B2B and B2C
• Integrity, client focus and going the extra mile to bring valuable solutions

We offer

This Technical Service Representative position is on a fulltime base. Full-time position 40 hours per week between Mondays to Friday, dayshift. The salary linked to this position is € 2.290,= gross* a month. We provide an extensive initial training and a follow up program.You will be offered one contract with a duration of one year, after this the contract will be of an indefinite time.

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.

For further information about the position you can contact our Recruitment team:  +31 43 356 2708