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.
As the Warranty Claim Assessor you check complex and high-value claims if they meet the current regulations. Furthermore you approve, reduce or reject claims and provide 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 or reject warranty and goodwill claims
Provide transparent reasons for decisions via chat to the Retailer
Communicate, when necessary, with different 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 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 French, good knowledge of English
Good knowledge on automotive French and English
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 French, good knowledge of English
Good knowledge on automotive French and English
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.
We offer you a job in a multicultural, dynamic 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);
Non contributory pension plan;
Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs;
The procedure
Are you enthusiastic after reading this profile, then 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. You can respond to the vacancy until June 6th, 2019.
For more information about this vacancy please contact Manon Gosler-Bongaerts by email: manon.gosler-bongaerts@daimler.com
