Technical B2B Support | Vehicle Parts Support | German

The organisation
We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues, we work to create the ultimate customer experience not only for the drivers of our vehicles but also in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

The function
Within the Retail Services department, we are responsible for technical enquiries about parts for Mercedes-Benz passenger cars and vans. The supported entities are the Retailers. Furthermore, the specialist role is to liaise with internal and external partners for resolving complex issues. The Technical Retail Support Parts 1st level is the first point of contact for delivering support in regards to technical parts enquiries based on the Xentry Portal Parts job. The supported entities consist of the Mercedes-Benz retail organization in several European countries.

Tasks and Responsibilities:

• Handles delegated technical parts topics from Mercedes-Benz Workshops
• Handles escalated topics from markets / leadership team
• Supports sub-level operational departments and sub-teams with advanced troubleshooting knowledge and techniques, demonstrating operational best practice to all contact partners within MBCAC and the Mercedes-Benz Group
• Appropriate usage of available resources and documentation of business related activities in relevant system (e.g. ticketing system)
• Proactively and continuously monitor workload to ensure timely investigation and response to support requests
• Is able to provide feedback to business partner influencing product specification and policy
• Is able to signal process change requirements to business partners
• Uses out-of-the box thinking to develop alternative solutions when established processes are not sufficient
• Ensures quality improvements within supported services
• Proactively steers analytical reasoning and problem solution amongst colleagues

Requirements

• Excellent command of German, both spoken and written
• Very good command (spoken and written) of English (company language)
• Minimum 2 years of experience within similar area of business is a must
• An engineering or mechanic background is required
• Must have experience as a car mechanic, or have extensive knowledge about car parts
• Ability to work with technical drawings in 2D and 3D applications is required
• Expert skills in technical support and problem solving
• Excellent communication skills (B2B)
• Ability to work according given processes
• Experienced to work with (technical) automotive catalogs and databases
• Checks and corrects erroneous data content in systems where encountered or prompts responsible party to amend
• Knowledge in applications of the Xentry portal like VeDoc, Parts Information etc. is a plus

On a personal level

• You are a team player
• Advanced affinity with the automotive technology and / or electronic equipment
• Analytical thinker with a structured approach towards work
• Able to put yourself into the shoes of a Mercedes-Benz workshop and serves accordingly
• Strong flexibility towards unknown problems and situations based on vast personal experience and accrued knowledge
• ‘Can-do’ and proactive attitude and customer centric approach
• Uses expert knowledge, training and experience to translate problems into solutions
• Open communication style and a culture of feedback
• Does not search for responsibility, but takes it
• Able to set priorities and acts accordingly together with team members
• Is capable of handling expert tasks in combination with regular workload without raising the personal stress level

We offer
We offer you a job in a multi-cultural, young and informal international working environment with interesting conditions, both primary and secondary:

• Salary starting at €2.981,- gross based on 40 hours
• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
• 200 vacation hours (based on full time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance based salary growth
• Company result oriented bonuses
• Collective health insurance at discounted rates
• Pension plan without any personal ‘’money’ contribution
• Transportation plan: free bike every 3 years or; free public transport or; contribution to fuel costs
• A “tailor made” individual development plan

Please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.