Technical Service Representative II | Supplier Management | Critical Parts Management & Supplier Management

The Mercedes-Benz Customer Assistance Center Maastricht with the 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 function The Technical Service Representative 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 handling/dealing with cases of Daimler customers as 2nd level and/or requests/incidents of Daimler retail network, Daimler Head Quarter, market performance centers and customers outside the service network. Your tasks & responsibilities:

• Independent support of various market-wide spare part assortments, as part of bottleneck management.
• Responsible management, regarding global distribution of bottleneck parts, taking into account own analyses of inventory, covering wholesale.
• Monitoring and controlling the flow of bottleneck parts in collaboration with suppliers and customer management as well as various life-cycle assortments.
• Independent processing of inquiries, regarding delivery dates and availability of parts for wholesales worldwide.
• Completing tasks regarding bottleneck prevention, assisting operations and planning committees.
• Taking on responsibility of a key account function for one or multiple markets.
• Execution of supply chain management in consideration of a standardized delivery process for a limited parts range.
• Coordination of delivery types and schedules with suppliers and partners.
• Clarifying delivery dates with suppliers and if required, executing escalation processes with relevant suppliers and partners.
• Ensuring delivery capabilities of suppliers, by taking preventive and pro-active actions.
• Investigate critical suppliers, regarding delivery delays and implement preventive counter measures.
• Ensure complete, accurate usage of available resources and documentation of all business related activities and issues like fast lane, shortage escalation and shortage request handling, according to specific data requirements of each request in relevant systems (e.g. ticketing system), in order to facilitate the case handling and to provide other parties involved with the relevant information.
• Analyze and investigate supply chain issues using own knowledge, computer applications, databases with 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
• Continuously monitor assigned/open cases 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.
• Special case, order management & proactive case  handling related to bottleneck parts including all relevant requirements
• Special manual order handling national and international e.g Referral
• Plan, develop and execute Supplier trainings in terms of Critical Parts Topics
• Communicate directly with the retail in terms of bottleneck requirements, -escalations and Fast Lane
• Excellent management skills to handle cases based on the escalation level (end to end) to find the best solution for the issue
• Excellent communication skills will be required to solve issues directly with the retailers via phone, email, workflow and systems

 Requirements

• Effective communication skills with coworkers and customers
• Fluent level in German, written and spoken
• Fluency in English (corporate language) and an third language would be appreciated
• 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 knowledge (Basic 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
• High communication skills in crucial conversations

We offer We offer you a job in a multicultural and informal international working environment with interesting conditions, both primary and secondary: Benefits:

• 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.

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.