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Technical Service Representative II | Supplier Management
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
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 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
- Analyze and investigate supply management issues using own knowledge, computer applications, databases with suppliers, GSP N-Level support, other Daimler entities and external partners
- Assist the Operation Manager in team development and people management topics
- Assess requirement to involve other 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
- Resolve supplier escalations for all Mercedes-Benz business units (passenger cars, vans and trucks)
- Appropriate usage of available resources and documentation of supply management business related activities in relevant system (eg. ticketing system)
- Monitoring and registering the individual and team key performance indicators, as well as the attendances and absences of team members
- Develop and ensure continuous improvement of the relevant supplier management processes, systems, prioritization & escalation mythology in terms of bottleneck parts
- Establish and analyze of specific parts cluster and ordering processing towards suppliers
- 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
- Identifying training, information and equipment needs within own team and in addition of supported stakeholders. Coordinating the set-up of required trainings and thus fulfillment of these needs
- Continuously monitor assigned supply management tasks to ensure timely investigation and response to support requests and departmental reporting commitments to Daimler internal partners
- Ensure continuous update of own supplier management information and relevant knowledge regarding supported products, tools, Daimler processes and information systems. Ensure changes to service-relevant Mercedes-Benz Customer Assistance Center operational procedures incorporated in own work
- Excellent management skills to handle cases based on the escalation level (end to end) to find the best solution for the issue
- Support in Critical Parts related projects
- Work on continuous process improvements in project groups within the Daimler AG
- Effective communication skills with coworkers and customers
- Expert level in English, German and preferably an additional CAC language, written and spoken
- Automotive technical knowledge (advanced) or/and project management knowledge
- 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 (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
- Strong Willing to worldwide travel
- 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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Finde deine Wohnung in Niederlande
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Verfügbar ab Aug 22, 2024Room in shared apartment in Rotterdam
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