Oorspronkelijke vacature omschrijving:

The organisation

We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues we work to create the ultimate customer experience not only for the drivers of our vehicles but in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

As a Trainer, you are part of the Business Standards & Training department, which sets the standards for the global Mercedes-Benz Customer Contact Centers.

The Training team is responsible for the development and delivery of the required qualification program for new CSR’s. This includes training for all new starters within the CAC in Maastricht as well as the existing staff. As a Trainer, you are the one actively ensuring that you establish and maintain a positive learning environment in your area of responsibility. You are one of the first employees our new colleagues encounter and are responsible for providing a welcoming environment, ensuring that our new colleagues have the best possible start and also support the development of our tenured agents. You contribute to continuous improvement within our organization. With your actions you have a direct impact on training satisfaction and employee satisfaction, contributing to the degree of self-confidence and experience of our (new) employees.

The function

The main focus of Trainers in the team are the CSR’s in the operational departments. The line business includes process and system training and communication and product training. The Training team also develops many other trainings to meet the training needs in the CAC.

Trainers in the team are also responsible for Train-the-Trainer programs and trainings for all global CCC Training departments and Trainers. They share common (global) training material and teach others how to use it. Trainers can also assist in global roll outs of new systems used in CCC’s, assist in hyper care, support global Vendor changes, etc. Activities for CCC’s may involve global travel.

During and after training delivery, you suggest appropriate improvement in the set-up of the training and the training material and make sure it is always up to date. You consider what is needed instead of just what is asked for. You go the extra mile to guard the quality of our trainings. You monitor progress, implement learning interventions, and ensure transfer.

You have a professional understanding of training didactics in both knowledge and skills that you apply during and outside your training sessions. You take time for self-reflection and gain something for yourself from every training or learning intervention to apply to your personal development, design tasks or in facilitating training sessions. You know how to captivate and engage the group and how to deal with resistance or indifference. You understand that your own development never stops and proactively work on your training skills with more experiences team members and with your Training Manager. In your interactions with operational departments, HR, Recruitment and others you are the voice of our Training department and make a professional stand for the training needs of our employees.

Tasks and responsibilities:

• Consultancy on training topics towards operational departments, HR, Recruitment, etc.
• Conducting intakes with stakeholders on training needs, based on the Training Request Form, including the formulation of learning objectives.
• Training development – transferring content into training material, which may include e-learnings or other digital training material and making sure all trainings are described in detail in a Trainer’s guide or manual that can be transferred to other Trainers if needed.
• Delivery of trainings to new and existing employees as well as Train-the-Trainer sessions for global CCC Trainers.
• Define training needs by performing training needs analysis and share with Training Manager and other Trainers.
• Keeping training material updated.
• Act as single point of contact for specific areas (e.g. countries, MOC’s, services, etc)
• Support projects and ensure they are delivered on-time and within scope.
• Pro-actively translate outcomes of Training Satisfaction surveys into improvements of training delivery and material.
• Developing workshops and learning interventions based on the needs and requirements of operations.
• Administer and handle tasks in our LMS regarding trainings.

Requirements

• Higher vocational education in Training or Instructional design or Learning and Development.
• Between 1 and 2 years minimum of experience in training and or learning consultancy.
• Strong interpersonal skills.
• Fluent in corporate language English (must have), ideally also a second fluent language.
• Preferred experience with Mercedes-Benz retail and or CCC systems and processes.
• Preferred knowledge on Warranty processes, products, and systems.
• Familiar with working in Learner Management Systems.
• Experience in working with digital development tools/ applications.
• Experience in design, development, and delivery of online and face to face trainings.
• Experience with M365 suite.
• Understanding of Data regulations in the context of training.
• Solid organizational skills incl. attention to detail and multi-tasking skills.
• Experienced & self-confident in presenting to different types of audiences.
• Good communication and facilitation skills.
• Work independently as well as strong team player.
• Enjoys working in a dynamic, multicultural environment.
• Positive attitude towards change.
• Stress resistant.
• Willingness to travel for work when required.

We offer

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.

The procedure

Does this role fit your expectations for a new challenge, 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.