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German-speaking Technical Service Representative Expert | Project Management Assistance
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 a very important connection to the Mercedes-Benz brand. The Customer Assistance Center’s core services are delivered by Operations: Roadside Assistance, Customer Complaint management and Enquiry management. All our supporting departments, such as Retail services, Operational Excellence and Critical Parts Management, are also located in our offices in Maastricht. Furthermore, our task is to create a global Customer Contact Center network. Therefore we have established the department “Global Contact Center Management”. Having the global Governance mandate, we manage the worldwide implementation, standardization, innovation and performance of Customer Contact Center services within Daimler AG. That’s why we live the brand’s most important promise: “The best or nothing”.
The function
The Mercedes-Benz Customer Assistance Center Maastricht with the Critical Parts & Supplier Management department is the global escalation entity for parts in the Mercedes-Benz supply chain. The supported entities consist of the Mercedes-Benz local headquarters, general distributors and logistic centers. Furthermore, the Technical Service Representative’s role is to liaise with internal and external partners for resolving complex issues.
The Technical Service Representative Expert acts within a high level technical department with specialist tasks and reports directly to the Technical Operations Manager and her/his field of responsibility covers the support and assistance of current projects of Daimler retail network, Daimler Head Quarter, market performance centers and customers outside the service network.
Your tasks & responsibilities:
- Project Communication
- Project Tracking
- Change Management co-ordination and support
- Concept and creation of presentations for senior level
- Concept of analytical reports and presentations
- Set up of Matrix and definition of deliverables
- Support in Cross divisional WP’s
- Communicating and functioning as an intermediary between suppliers Head Quarter, market performance centers, logistic network, process partners other Customer Assistance Center departments and the team;
- Work on continuous process improvements in project groups within the Daimler AG.
- Excellent Power Point and Excel Skills
- High analytical skills
- Highly structured and self organized
- Effective communication skills with coworkers and customers;
- Expert level in English and German written and spoken
- Strong willing to worldwide travel required
- Preferable experience in project management
- Excellent tracking skills and analytical attitude towards work
- Strong time management, accountability and organizational skills
- Affinity with the car trade and technology;
- Strong identification with the Daimler organization
- Knowledge of Daimler products and their parts
- Strong stress management skills
- IT knowledge (Advanced knowledge & 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
- A “tailor made” individual development plan;
- Employee Car Program: discount on new or used Daimler brand cars;
- Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs;
- Collective health insurance at discounted rates;
- Pension plan;
- 200 vacation hours (based on full time employment);
- Holiday allowance: 8% of annual salary;
- Competitive performance based salary growth;
- Result oriented bonuses;
- Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
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