Vacature Technical Support | Breakdown Cases Research | German & English

Technical Support | Breakdown Cases Research | German & English in Maastricht

The organisation

About us:

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

About the team:

Technical Solutions is the Fastest Quality sensor and provides Information regarding Breakdowns and issues with our products (Vehicles). Furthermore, close communication with B2B (Development) Partners on upcoming new products, and systems.

These will be your tasks and responsibilities:

• Follow-up on S24 breakdown cases to research the reason for the Breakdown.
• Direct calls to dealers and Technicians in Germany, UK and if applicable in other European countries.
• Appropriate usage of available resources and documentation of business-related activities in the relevant system (eg. ticketing system).
• Capability of handling advanced tasks in combination with the regular workload without detriment to own stress level.
• Uses out-of-the-box thinking to develop alterfluent solutions when established processes are not sufficient.
• Proactively steers analytical reasoning and problem solution among colleagues.
• Recognizes when issues or problems pop up more than once and takes appropriate action after an accurate analysis.

Requirements

This is what we are looking for:

• Fluent knowledge of the German language (for communication with HQ).
• Fluent knowledge of the English language (company language and for trainings).
• Minimum 2 years of experience as car technician, or an equal technical education or experience in technical problem solving.
• Completed secondary vocational education. High vocational or bachelor level is an advantage, considering potential career opportunities, but is not a hard requirement. Candidates without a degree will be considered given equivalent experience and abilities.
• Advanced affinity with IT - Computer literate (MS Windows Office)
• Advanced affinity with the car trade, technology, and electronic equipment
• Advanced knowledge of products, systems, and processes for Technical Solutions
• Advanced skills in analytical thinking and problem-solving
• Flexibility towards unknown problems and situations based on vast personal experience and accrued knowledge.
• Is capable of handling basic tasks in combination with the regular workload without detriment to own stress level
• ‘Can-do’ and proactive attitude
• Open communication style and a culture of feedback

We offer

Become part of the Mercedes-Benz CAC and experience the following benefits:

• Multicultural, dynamic, and international work environment
• Attractive salary: €2.981 gross (approx. €2.583 net) for 40h/week
• Initial training followed by a buddying program for optimal preparation
• Individual development plan for personal & professional growth
• 200 holiday hours (full-time) and 8% holiday allowance
• Annual performance-based salary increases & company bonus system
• Relocation package: travel costs covered and providing 6 weeks of accommodation (if applicable)
• Flexible transport options: free bike, public transport, or allowance
• Discounted collective health insurance
• Non-contributory pension plan (fully paid by the employer)
• Flexible hybrid work model (after onboarding)
• 40 working hours, opening hours Monday to Friday, between 07.00-18.00h
• Discounts on gym, sports classes, restaurants & shops
• Events organized by the company where you can connect with colleagues from all departments

The procedure

Always check with your manager first, before applying to internal positions. Please use the apply button to upload your CV and Motivation Letter (English only).

You can send your application in until September 19th.

Due to privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided. If you have any questions, please contact Falk Weiser by email: [email protected]

This position is only open for internal applications. It is not possible to refer suitable candidates.