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Technical Service Representative II- Warranty Claim Assessor (Spanish)

Functieomschrijving

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The function

Our department GSP/BWO is responsible for the worldwide warranty and goodwill business for Mercedes-Benz passenger cars including Maybach and smart.
Our main target is to ensure that a professional warranty and goodwill process is in place and is being operated by our Retail Network. We maintain high levels of customer service for our customers and also ensure that an adequate compensation is offered. Standard warranty and goodwill claims are operated automatically, more complex claims are carried out manually. Claim assessment is an integral part to operate complex claims.


As the Warranty Claim Assessor you check complex and high-value claims if they meet the current regulations. Furthermore you approve, reduce or reject claims and provide a transparent explanation regarding the decision.
Task & Responsibilities:

  • Check complex and high-value warranty and goodwill claims if they meet the current regulations
  • Make fair and independent decisions
  • Avoid unjustified warranty and goodwill costs
  • Approve or reject warranty and goodwill claims
  • Provide transparent reasons for decisions via chat to the Retailer
  • Communicate, when necessary, with different markets (AUSTRIA, BELGIUM, CZECH REPUBLIC, FRANCE, ITALY, POLAND, SPAIN, THE NETHERLANDS, SWITZERLAND, UNITED KINGDOM and “REST OF WORLD”) to align decisions
  • Communicate, when necessary, with the Technical Departments to gain clarification of engineering details
  • Operate master data corrections
  • Operate chargebacks concerning audit results

Requirements

  • Educational background as passenger car mechanic and/or service advisor
  • Experience within a Mercedes-Benz workshop for minimum 3 years is preferred
  • Good knowledge of Mercedes-Benz products
  • Good knowledge of Mercedes-Benz workshop processes
  • Good knowledge of Mercedes-Benz warranty and goodwill processes
  • Good knowledge of the Daimler guidelines and their application (EWMR and WMW) preferred
  • Excellent level of the Spanish language in verbal and written French.
  • Fluent in English
  • Fleunt in German or any other European language is a plus
  • Good knowledge of the automotive terminology in Spanish and English
  • Good knowledge of Microsoft Office applications
  • Good knowledge of Mercedes-Benz applications preferred (for example ASRA, EPC, EVA, TIPS, VEGA, WIS)
  • Customer orientated
  • Good communication skills related to markets and retail
  • Interpersonal skills and team-minded thinking
  • Stress resistant
  • Proactively seeks to improve processes

 

  • Educational background as passenger car mechanic and/or service advisor
  • Experience within a Mercedes-Benz workshop for minimum 3 years is preferred
  • Good knowledge of Mercedes-Benz products
  • Good knowledge of Mercedes-Benz workshop processes
  • Good knowledge of Mercedes-Benz warranty and goodwill processes
  • Good knowledge of the Daimler guidelines and their application (EWMR and WMW) preferred
  • Excellent level of the Spanish language in verbal and written French.
  • Fluent in English
  • Fleunt in German or any other European language is a plus
  • Good knowledge of the automotive terminology in Spanish and English
  • Good knowledge of Microsoft Office applications
  • Good knowledge of Mercedes-Benz applications preferred (for example ASRA, EPC, EVA, TIPS, VEGA, WIS)
  • Customer orientated
  • Good communication skills related to markets and retail
  • Interpersonal skills and team-minded thinking
  • Stress resistant
  • Proactively seeks to improve processes

We offer

Full-time position 40 hours per week from Monday until Friday in dayshift.
We offer you a job in a multicultural, dynamic and informal international working environment with interesting conditions, both primary and secondary:

  • Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
  • Result oriented bonuses;
  • Competitive performance based salary growth;
  • Holiday allowance: 8% of annual salary;
  • 200 vacation hours (based on full time employment);
  • Non contributory pension plan;
  • Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs;
The procedure

Are you enthusiastic after reading this profile, then 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.
For more information about this vacancy please contact Cristina López Pérez by email: cristina.lopez_perez@daimler.com

Locatie

Maastricht

Opdrachtgever

Mercedes-Benz Customer Assistance Center Maastricht

Publicatiedatum

14.02.2020