Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is part of Daimler’s Mercedes-Benz Cars Marketing & Sales. Our multicultural environment provides a positive working atmosphere and allows us to act globally by assuming a leading role for all Mercedes-Benz Customer Assistance Centers. 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 a very important connection to the Mercedes-Benz brand.

The Customer Assistance Center’s core services are delivered by Operations: Roadside Assistance, Customer Complaint management and Enquiry management. All our supporting departments, such as Retail services, Operational Excellence and Critical Parts Management, are also located in our offices in Maastricht.

Furthermore, our task is to create a global Customer Contact Center network. Therefore we have established the department “Global Contact Center Management”. Having the global Governance mandate, we manage the worldwide implementation, standardization, innovation and performance of Customer Contact Center services within Daimler AG.

That’s why we live the brand’s most important promise: “The best or nothing”.

The function

The Technical Operations Manager acts within a high level Critical Parts management Department with specialist tasks. (S)He reports directly to the Manager Critical Parts Management and her/his field of responsibility covers the supportive functions for various stakeholders within and outside the Daimler AG organization in a multilingual and multicultural environment. With a cross functional set up, the TOM does not only cover his own field of business, but also other TOMs during absences.

Main responsibilities:

• Managing and coaching a (multicultural) team of Critical Parts Specialists and/or Technical Service Representatives, with the business scope of dealing with cases of Daimler customers as 1st level and/or requests/incidents of Daimler network, Daimler HQ, process partners, market performance centers (MPC’s) and customers outside the logistic network
• Monitoring and registering the individual and team key performance indicators, as well as the attendances and absences of team members
• Checking and if necessary adjusting staffing level to an efficient level, for your own team and others within Critical Parts Management
• Communicating and functioning as an intermediary between HQ, MPC’s, logistic network, process partners other CAC departments and the team
• Identifying training, information and equipment needs within own team and in addition of supported stakeholders. Coordinating the set-up of required trainings and thus fulfillment of these needs
• Participating in the set up and resolution of procedural issues with HQ, MPC’s, process partner, logistic network and other CAC departments, to enhance business performance
• Continuously participating in improvement processes in order to contribute to effectiveness and efficiency within the CAC
• Steering and leading of Critical Parts Processes related Projects
• Work and lead joined project in terms of Critical Parts Management within Daimler AG
• Steer and handle the appropriate Operations Team
• Cooperate with all the Process Partners and the appropriate contacts within the Daimler AG in terms of Critical Parts related issues

Requirements

• Fluent level in English, German and preferably an additional CAC language, written and spoken;
• Experience as a team leader is an advantage;
• Experience in project management;
• Leadership and people management skills;
• Entrepreneurial approach;
• Strongly oriented to Customer’s Satisfaction;
• Ability to set and share clear directions and vision to the team members;
• Ownership and independent thinking;
• Ability to manage complexity and communicate on different levels;
• Ability to coach and mentor employees;
• Ability to manage high pressure and stress;
• Strategic thinking;
• Creativity when handling problems independently;
• Willing to travel.

We offer

Compensation
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;
• 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;
• 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, initial housing, and moving costs.

Employment conditions
This position is linked to salary group 8. This salary group starts at € 3.410, = gross* (actual salary will be determined based on the candidate’s knowledge and experience). Based on a full-time position of 40 hours per week, between Monday to Friday, dayshift.

*Please take into account that The Netherlands has a divergent tax system than other EU countries.

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. Please apply before the deadline on the 15th of July.

For more information about this vacancy please contact the responsible Recruiter, Sarah Beckers, on +31 43 356 2710.