Technical Specialist Diagnostic Helpdesk German & English

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 in support of the retail and logistics organizations.

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

The function

The Diagnostic Helpdesk (DHD) 1st level team is the first point of contact for delivering worldwide support in relation to tools, processes and licenses for onboard diagnosis software within the areas of the Mercedes-Benz Group. Your role is to support the users with issues occurring while using the platforms and/or to provide information about the products and their functionalities.

Tasks & Responsibilities :

• Handle incoming work (phone calls, email, tickets) from B2B customers and respond to the queries in a timely and professional manner
• Analyze and investigate issues making use of acquired knowledge and available tools
• Provide information and assistance in regards to tools (web applications) and processes; investigate reported problems
• Forward requests to 2nd level if needed and liaise with n-levels for resolution of complex topics
• Accurately document work related activities in the relevant ticketing system according to established policies and procedures
• If necessary, coordinate with internal/external stakeholders to resolve complex enquiries and complaints related to the scope of support
• Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service
• Whether required, perform other duties and responsibilities as assigned

Requirements

• Excellent proficiency in German (fluent spoken and written) and in English (corporate language)
• Very strong analytical skills
• Strong affinity with IT - background in software development is highly preferred
• Strong skills and advanced experience in IT support and problem solving
• Knowledge with Diagnostic Topic will be a plus
• Knowledge of code language or Python script will be a plus
• Strong ownership and understanding of the impact and consequences that own/team actions have on customer satisfaction
• Highly adaptable to changing business requirements
• Ability to anticipate on upcoming issues and in finding solutions
• ‘Can-do’ and proactive attitude
• Open communication style, including ability to give and receive feedback.
• Completed vocational education or equivalent work experience and abilities
• Strong communication skills (B2B & B2C), both written and verbal

We offer

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

• Salary starting at €2.885,- 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
• Employee Car Program: discount on new or used Mercedes-Benz brand cars
• Health insurance at discounted rates
• Non-contributory pension plan
• Transportation plan: free bike every 3 years or; free public transport or; contribution to fuel costs
• A “tailor made” individual development plan

Opening hours Monday to Friday, between 06:00 - 20:00.

Full time job 40hrs/week.

The procedure

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.

Please note that we cannot sponsor work permits or visas for this position.

Due to data privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided.