Job Description

Tasks
As a Parts Technical Specialist, you are responsible for providing customer service and support on technical parts for responsible markets within the APAC region. This includes liaising with internal and external partners, which consist of Mercedes-Benz local headquarters, CAC Maastricht, market's Parts Distribution Centre, and Retailers to solve complex issues, process and resolve cases/requests/incidents whenever possible as 1st Level Support to provide the best customer experience to our customers.
Customer Relation Management * Establishing good customer support within the team and with markets.

• Support customer's escalation and work with internal teams for a solution or recommendation.
• Handle delegated tickets/cases from retailers via XSS.
• Contribute, participate, and facilitate in CRM activities to efficiently produce or contribute through continuous improvement, resolving inefficiencies in processes, and cost optimization for the organization.
• Organize customer events and workshops to regularly exchange knowledge, skills, and experiences.
• Develop and establish policies, procedures, goals, and tools to monitor and improve customer satisfaction.

Parts Technical Management * Support parts technical relevant enquiries.

• Coordinate parts technical or quality escalations to relevant stakeholders.
• Support parts quality escalations and coordinate investigations with relevant stakeholders.
• Support customers' price queries and coordinate with relevant stakeholders.
• Proactively identify, analyze, and resolve or escalate problems and situations applying personal expertise and knowledge.
• Resolve dealer enquiries within defined timeframe and resolution rate.

Continuous Improvement * Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Mercedes-Benz processes, and information systems.

• Ensure changes to service-relevant MB Malaysia operational procedures are incorporated in own work.

Qualifications
Education Level / Training

• Degree/Diploma in Science/Engineering or any discipline with a strong technical background.
• Graduate from Mercedes-Benz apprenticeship program or other related equivalent program is an added advantage.
• Strong identification with Mercedes-Benz organization.
• Good computer literacy (MS Windows Office).

Experience (Type Of)

• Minimum 3-5 years related working experience in automotive parts business, with a strong background in Customer Relationship Management, Supply Chain, or Logistics.
• Experience in spare parts consulting and/or as a spare parts specialist.
• Advanced skills in customer support and problem-solving.
• Experience with the car trade, technology, and/or electronic equipment.
• Knowledge of products, systems, and processes for XENTRY Solutions is a plus.
• Strong flexibility towards unknown problems and situations based on vast personal experience and accrued knowledge.
• Strong overview of products, systems, and processes for Retail Service, including processes from headquarters, is an added advantage.

Specific Knowledge / Skill

• Excellent communication skills.
• Proficiency in both written and spoken English.
• Experience in customer support/problem-solving business processes.
• Good interpersonal skills and able to work as a team.
• Creativity when handling problems independently.
• Strong identification with the Mercedes-Benz organization.
• Knowledge of Mercedes-Benz products and their parts.
• Ability to understand the relationship between internal and external processes.
• Handling escalations in combination with regular workload without detriment to own stress level.
• Acts as a "brand ambassador" with a strong customer focus.
• Excellent computer skills, especially in MS Office - Word, PowerPoint, and Excel.

Skills Required