Stellenausschreibung
About us
If you would like to work for a dynamic, interesting and growing business, where you can apply your technical and analytical skills freely, we are the right choice. Besides fun (yet demanding) topics, we have tons of other things to offer; we are energetic, humorous and super supportive. So welcome onboard!
Mercedes-Benz is well recognized as industry leader in luxury service and high quality products, pushing the meaning of automobile excellence to new boundaries. You can trace the timeline of Mercedes-Benz all the way back to 1885 when Karl Benz invented the first automobile - cementing Mercedes-Benz a place in history.
We know what you’re thinking, over 100 years is a long time to be in the business. So what’s our secret? We constantly strive to find ways to balance tradition with innovation. Mercedes-Benz Customer Assistance Center, Maastricht is no exception. For the last 25 years our aim has been to provide the best quality customer service not only in Europe but all around the world. But maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company. That is why we are always looking for bright new sparks to join us. If that could be you, read on!
About the team
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. Presently, Mercedes-Benz is in the developmental phase of its new Operating System, designated as MB.OS, which will be integrated across all future vehicles. Within the DHD team, we are presently establishing a Level 1 support framework to navigate software developers through the intricacies of the software life cycle, spanning from the supplier to aftersales. Your designated role involves providing support to users, predominantly developers and suppliers, addressing issues encountered while utilizing the MB.OS platform and it´s tools.
Tasks & Responsibilities:
- Handle incoming work (phone calls, email, tickets) from B2B users 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
Who are you?
- 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 Topics 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), both written and verbal
- Strong identification with the Mercedes-Benz organization, its products and its vision & strategy
- Possibility of 24/7 support as of 2025
We offer you a job in a multicultural 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.
- 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 “tailo