Netherlands Job Openings
Mercedes-Benz Customer Assistance Center Maastricht
Technical Service Representative I UHD - French & English
Maastricht
October 3, 2024
joep.smeets@mercedes-benz.com
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.
Maastricht is a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for travelling to other areas of the continent. Due to its location, Maastricht is a melting-pot of different nationalities creating a vibrant, multi-lingual community in which it’s easy to feel at home.
As part of Retail Service, XENTRY User Helpdesk is the first point of contact for delivering worldwide assistance to the retailer network and external entities (e.g. independent workshops) using applications, diagnostic equipment and software.
Tasks and responsibilities of the XENTRY Support User Helpdesk (UHD) are:
- Handle incoming work (email, tickets) from B2B customers and respond to the queries in a timely and professional manner in English
- Analyze and investigate issues making use of acquired knowledge and available tools
- Provide information and assistance with regards to XENTRY Hardware and Software, coordinate repair and exchange-service of the diagnostic equipment, investigate problems related to the installation of updates on components, provide support in case of issues with initial network configuration, etc.
- Accurately document work related activities in the relevant ticketing system according to established policies and procedures
- If necessary, coordinate with internal stakeholders to resolve complex enquiries and complaints about supported products
- Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
- Whether required, perform other duties and responsibilities as assigned.
- (Higher) Vocational work- and thinking level;
- Fluent command of French, both written and spoken, as this will be the main language supported;
- Fluency (written and spoken) in English;
- Excellent understanding of customer satisfaction (both B2B and B2C), preferably gained in a similar customer facing role
- Experience in technical support is a must
- Strong affinity with Computers (Windows), including installation of software and configurations of networks;
- Affinity with automotive technology;
- Excellent analytical skills, ability to anticipate on upcoming issues and find solutions, pro-activeness and ability to work independently are key requirements.
If you identify yourself with this profile and would like to be part of our successful team, don’t hesitate to apply for the position
- Starting salary of €2.693,- 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
- Collective health insurance at discounted rates
- Pension plan
- Transportation plan: free bike every 3 years or; free public transport or or; contribution to fuel costs
- A “tailor made” individual development plan
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.
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