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Technical Service Representative III | Critical Parts Management | Dealer Hotline BeNeLux
The Mercedes-Benz Customer Assistance Center Maastricht with the Retail Service department is the global escalation entity for parts in the Mercedes-Benz logistics chain. The supported entities consist of the Mercedes-Benz local headquarters, general distributors and logistic centers. Furthermore, the TSRIII’s role is to liaise with internal and external partners for resolving complex issues.
The Technical Service Representative III acts within a high level technical department with specialist tasks. The TSR III 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 HQ, market performance centers (MPC’s) and customers outside the service network.
Your tasks & responsibilities:
- Analyze and investigate logistic issues using own knowledge, computer applications, databases with support 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 fast lane escalations, (back) order management, reverse and return logistics related issues for all Mercedes-Benz business units (passenger cars, vans and trucks)
- Ensure complete, accurate documentation of all related issues like fast lane, order management, reverse and return logistics according to specific data requirements of each request, in order to facilitate the case handling and to provide other parties involved with the relevant information.
- Fulfill and execute order management for the appropriate customers (national and international)
- Appropriate usage of available resources and documentation of 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
- Communicating and functioning as an intermediary between HQ, MPC’s, retailers, logistic network, process partners other CAC 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
- Act as a liaison contact person with the logistics centers in order to ensure smooth deliveries of goods
- Clarify and initiate transport and shipment issues towards the appropriate dealers
- Handle and support market related promo activities (e.g. seasonal parts)
- Handle reverse - and returns logistics issues in the appropriate market
- Special case and order management handling
- 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
- 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
- Work on continuous process improvements in project groups within the Daimler AG
- Expert level in French, Dutch, German written and spoken
- Fluency in English (corporate language)
- Automotive technical knowledge (advanced) or/and project management knowledge
- Experience in customer support/problem solving business processes
- Excellent knowledge of principles and processes for providing customer and personal services
- Affinity with the car trade and technology
- Knowledge of Daimler products and their parts
- IT knowledge (Advanced knowledge & MS Windows/Office)
- Excellent tracking skills and analytical attitude towards work
- Handling cases in combination with regular workload without detriment to own stress level
- Effective communication skills with coworkers and customers
- Strongly oriented to Customer’s Satisfaction, both B2B and B2C
- Integrity, client focus and going the extra mile to bring valuable solutions
- Creativity when handling problems independently
- Strong time management, accountability and organizational skills
- Strong stress management skills
- Acts as a “brand ambassador” with a strong customer focus
- Strong identification with the Daimler organization
- Willing to travel
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Die Schweiz ist aufgrund des attraktiven Arbeitsmarktes und der hohen Löhne eines der beliebtesten Länder für Arbeitskräfte aus dem Ausland.
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Finde deine Wohnung in Niederlande
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Verfügbar ab Jul 01, 2025€955
Monat
90Tage
Mindest Aufenthalt
Schlafzimmer:4
Größe:121m2
Badezimmer:1
WG
Rotterdam, NetherlandsVerfügbar ab Nov 02, 2024Room in shared apartment in Rotterdam
€1,000
Monat
30Tage
Mindest Aufenthalt
Schlafzimmer:4
Badezimmer:1
WG
Amsterdam, NetherlandsVerfügbar ab Jul 02, 2024€981
Monat
90Tage
Mindest Aufenthalt
Schlafzimmer:8
Größe:185m2
Badezimmer:1
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