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Deze vacature is niet meer vacant: Technical Operations Manager- Dealer Hotline Europe

Werkgever:Mercedes-Benz Customer Assistance Center Maastricht
Plaats:Maastricht

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. We think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. From our offices in Maastricht in the Netherlands, we 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 an important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The function

The goal of the Technical Operations Manager is to maximize and maintain the performance of the the team. The job holder's field of responsibility covers the supportive functions for various stakeholders within and outside the Daimler AG organiztion in a multicultural environment.

Management

  • Ensure effective, qualitative and quantitative staffing in accordance with budget.
  • Ensure continuous development of employees within the own team in line with MB CAC/GLC policies and guidelines.
  • Organize regular feedback sessions with team members and document progress/actions in order to safeguard development and employee engagement.
  • Organize the team and operationally manage and support employees.
  • Actively drives the creation and update of content in all knowledge management resources.
  • Actively signal and indicate to business partners to improve Processes, tools and systems.
  • Collect, check, investigate and report information to relevant levels within the Daimler organization.
  • Develop and steer a framework f that also contributes to the department plan (f.e. seating, workload, back-up, time-off, etc..) and is in accordance with the departmental objectives/KPI’s and relevant agreements with the business partners in headquarter.

Operational

  • Monitor, analyze and steer the KPIs and reporting to ensure Best Quality of Service and Best Customer Experience
  • Handle delegated (Top-) Management Escalation cases. Assesses requirement to involve Daimler specialist departments and/or Management and delegates further according to process when required.
  • Handles escalated topics from management and/or Business Partners.
  • Ensures Follow-up / track-and-Trace on all escalation levels and pro-actively communicates updates to Business Partners Worldwide.

Analytical

  • Identifies most efficient process by which problem at hand will be most effectively resolved and if necessary develops new process.
  • Methodological and LEAN approach to problem solving (IF/NOT/THEN/WHEN/etc)
  • Provides correct problem insight to specialist staff and relevant colleagues.
  • Proactively steers analytical reasoning and problem solution in the team and amongst colleagues.
  • Root causes analysis.

Project Management

  • Able to support, initiate and also autonomously lead Projects.
  • Goal oriented Stakeholder Management.
  • Give regular Feedback and track/communicate actual status. Respect deadlines. Timely recognize need to change plans and execute adjustments in order to safeguard Project objectives.

Requirements

  • Higher vocational education
  • Fluent level in English, preferably an additional Hotline language (Spanish/French, written and spoken
  • Leadership experience and people management skills (min. 2 years)
  • Advances skills in project management
  • Entrepreneurial approach and good business acumen
  • Strongly oriented to Customer’s Satisfaction
  • Very good and consistent communication skills
  • Experience to manage and communicate on all levels, internal and external stakeholders
  • Ability to coach and train employees
  • Ability to manage complexity under high pressure and stress
  • Strategic and progressive thinking, think in solutions not problems
  • Demonstrate Creativity when handling problems independently
  • Willingness to travel

We offer

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

Benefits:

  • A “tailor made” individual development plan
  • 200 vacation hours (based on full time employment)
  • Holiday allowance: 8% of annual salary
  • Competitive performance based salary growth
  • Result oriented bonuses
  • Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs
  • Employee Car Program: discount on new or used Daimler brand cars
  • Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
  • Collective health insurance at discounted rates
  • Pension plan


 

The procedure

Please use the “apply” button to upload your CV and Letter of Motivation (In English) and any other documentation that adds value to your application.
We will only accept applications that are uploaded via our recruitment system.

For more information about this vacancy please contact the Recruitment Office on  +31 43 356 2708 +31 43 356 2109 " rel="noopener" target="_blank">