Technical Retail Specialist - Support Parts for Mercedes-Benz in Maastricht!

Beschrijving

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. More than 25 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customer mobility are available 24 hours a day, 365 days a year. The Retail Services department supports technical and product related competencies for the CAC, Daimler and external parties.




The department


Within the Retail Services department we are responsible for for technical enquiries from Germany about parts for Mercedes-Benz passenger cars, Vans and Trucks. The supported entities are the Retailers. Furthermore, the specialist role is to liaise with internal and external partners for resolving complex issues.



The function




The Technical Retail Support Parts 1^st level is the first point of contact for delivering support in regards to technical parts enquiries based on the Electronic Parts Catalogue (EPC). The supported entities consist of the Mercedes-Benz retail organisation in Germany. Escalations are dealt with internally or delegation to Daimler’s after sales division, manly with the 2 ^nd level functions.

Tasks and Responsibilities:

• Resolve incoming support requests, incidents and problems in German
• Resolve escalated technical parts enquiries for Mercedes-Benz passenger cars, Vans and Trucks
• Appropriate usage of available resources and documentation of business related activities in relevant system (eg. ticketing system)
• Identify, escalate or resolve complex issues when necessary
• Proactively and continuously monitor workload to ensure timely investigation and response to support requests
• Proactively identify, analyse and resolve or escalate problems and situations applying personal expertise and accrued knowledge
• Is able to provide feedback with proposed solutions to business partners influencing product/system specification and policy
• Is able to steer process change requirements to business partners
• Ensure quality improvements within supported services
• Uses out-of-the-box thinking to develop alternative solutions when established processes are not sufficient.
• Proactively steers analytical reasoning and problem solution amongst colleagues
• ·Recognises when issues or problems pop up more than once and takes appropriate action after accurate analysis.

Requirements

• Excellent communication skills (B2B)
• Near-native in German, both verbal and in writing
• Expert skills in customer support and problem solving
• Expert affinity with IT - Computer literate (MS Windows Office)
• Expert affinity with the car trade and technology
• Advanced knowledge of Daimler products and their parts is an advantage
• Advanced knowledge of interactions between tools and support systems
• Is capable of handling expert tasks in combination with regular workload without detriment to own stress level
• Uses expert knowledge, training and experience to come to root cause in problem solving
• Acts as a “brand ambassador”
• Supports strategic direction even if in conflict with own view
• Checks and corrects erroneous data content in systems where encountered or prompts responsible party to amend
• Expert knowledge of the Electronic Parts Catalogue (EPC) system and parts structure is beneficial
• Working hours 40 hours a week, Monday - Friday.

If you would like to apply for this job, click on the 'solliciteer direct' button at the top of the page. Please add your motivation letter in English and upload your resume also in English. You can also call us at 043 3507500 or send an e-mail to s.vankleef@youngcapital.nl.

Extra informatie

Status

Inactief

Opleidingsniveaus

Middelbare school, MBO, HBO, Universiteit

Plaats

Maastricht

Dienstverbanden

Fulltime (startersfunctie), Fulltime (ervaren)