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 CAR & VAN Group.
The Jobholder’s 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
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
Buddying / training tasks mentoring of junior staff
Excellent knowledge of German, both written and spoken
Fluency in English (corporate language)
Excellent understanding of customer satisfaction and problem solving
Strong communication skills (B2B & B2C), both written and verbal
Strong analytical skills
Strong affinity with IT - Computer literate (MS Windows Office)
Can-do’ and proactive attitude
Strong identification with the Daimler organization, its products and its vision & strategy
Knowledge of automotive technology and Daimler Development, Production and Aftersales Processes and Applications is an advantage
We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary :
Definite contract of 1 year, with option to permanent contract afterwards
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
Result oriented bonuses
Collective health insurance at discounted rates
Transportation plan : free bike every 3 years or; free public transport or; contribution to fuel costs
A tailor made individual development plan
Working hours : Monday to Friday dayshifts between 06 : 00 - 20 : 00.
Full time job of 40hrs / week.
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