Assistant Manager, Parts Technical Support (Japanese, Korean, Thai, Vietnamese, Mandarin Speaker)

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.

JOB DESCRIPTION

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

Continuous Improvement

Education Level / Training

Experience (Type Of)

Specific Knowledge / Skill

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