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Niederlande, MaastrichtNiederlande, Maastricht

Mercedes-Benz

Erstellungsdatum 29.06.2017

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German Technical Specialist | Coordinator Partner Network Management & Life Cycle Services

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 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 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. Furthermore, the role of the Technical Specialist is to liaise with internal and external partners for resolving complex issues. Your responsibilities:
  • Continues process development and analyses in the Partner network Management within process partners / OC and Global Logistics Center;
  • Support and contact for all appropriate systems related to Partner Network Management  & Lifecycle Services;
  • Analyze and troubleshooting in case of system errors in close collaboration with the appropriate contacts within the Daimler Organization especially Global Logistics Center Germersheim and external partners;
  • Support and cooperation in project teams across locations in the world in terms of Partner Network & Lifecycle Services related issues;
  • Editor of process and system specifications related to Partner Network Management & Lifecycle Services;
  • Analyze process and system gaps within the Partner Network Management & Life Cycle Service and determine the appropriate countermeasures;
  • Representative of Partner Network Management & Lifecycle Services OC in appropriate workshops/-groups;
  • Multiplicator and 1st level contact between OC and Daimler internal as well as external contacts;
  • Lead of projects related to process and system development ;
  • Process Support of the Partner network & Life Cycle Service Team OC.
Requirements
Job requirements
  • Highly self-dependent and reliable in terms of target tracking;
  • Excellent communication skills ;
  • Near-native in German and English, both verbal and in writing, further languages will be appreciated;
  • Knowledge of project and process handling;
  • Ability to understand the relationship between internal and external processes;
  • Thorough understanding of interactions between demand and supply in the logistics chain;
  • Capable of handling system errors with regular workload without detriment to own stress level;
  • Strong structured and logical thinking;
  • Strong team player in project teams;
  • Experience in customer support / problem solving business processes;
  • Affinity with the car trade and technology;
  • Knowledge of Daimler products and their parts;
  • Strong identification with the Daimler organization;
  • Acts as a “brand ambassador” with a strong customer focus;
  • High flexibility in terms of working hours and travel requests in the world especially Europe and Germany;
  • Willing to travel worldwide;
  • Computer literate (MS Windows Office).
We offer
Full-time position 40 hours per week between Monday to Friday, dayshift.
The procedure
Please use the “BEWERBEN” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. For more information about this vacancy please contact Sarah Beckers on +31 43 35 62 710.
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