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Niederlande, MaastrichtNiederlande, Maastricht

Mercedes-Benz

Erstellungsdatum 12.06.2017

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Technical Service Representative III | Specialist Supplier Management | Critical Parts & 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 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 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 HQ, MPC’s, 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
  • 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 MBCAC 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
Requirements
  • 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
We offer Working hours: 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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