Daimler Truck & Bus Romania is looking for 1st Level Support Specialist, to join our After -Sales Trucks team in Bucharest area!
1st Level Support Specialist uses knowledge, education and expertise to support MBCAC operational functions and Daimler business partners in realisation and delivery of optimal data quality and customer oriented solutions, in accordance with Daimler policies and MBCAC Vision, Mission, Values
We, the After-Sales team, promote and sell the organization’s products and services within an assigned geographic area, product range, or list of customer accounts to achieve significant sales targets. We would like to get to know you, if you share our values of passion, integrity, respect, discipline and diversity and if you agree, that ‘premium’ and ‘excellence’ are attributes not just for our products, but also for your work.
Responsabilities:
- Applies own vocational expertise and specialist training to assessment of information flow. Filters appropriately and ensures correct documentation and administration of knowledge resources. Collects, checks, investigates and reports information to relevant levels within the Daimler organisation. Ensures own information is updated to most current level and provides accurate knowledge and advice to internal staff and business contact partners
- Handles delegated tickets/cases from operational 1st level departments and subteams. Assesses requirement to involve Daimler specialist departments and/or Management and delegates further according to process when required. Ensures correct activity documentation and routing of delegation via selection of necessary LOVs in case/ticket
- Handles escalated topics from management, operational 1st level departments and sub-teams. Assesses need to also take over communication with customer and business partners based on the issue and takes ownership when required. Liaises with Daimler business partners to ensure appropriate and expedient resolution. Identifies and flags problems. Cooperatively determines appropriate solution steps in collaboration with management
- Supports 1st level operational departments and sub-teams with advanced troubleshooting knowledge and techniques, demonstrating operational best practice to all contact partners within MBCAC and Daimler. Provides fall back support to assist related operational functions in covering peak business overflow
- Critically appraises quality of business content within MBCAC and Daimler. Actively reviews operational tickets/cases, ensuring guidance and advice provided to operational staff on quality content and best practice. Reports and provides advice to MBCAC management and Daimler business partners where quality improvements can be identified./
- Ensures professional standards of communication with all customers and business partners in own area, in keeping with MBCAC guidelines, observing adherence to cultural and language specific conventions on appropriate manners and etiquette relevant to communication partner
Training and qualification:
- Completed secondary vocational education. High vocational or bachelor level is an advantage, considering potential career opportunities, but is not a hard requirement. Candidates without a degree will be considered given equivalent experience and abilities
Technical knowledge:
- Advanced affinity with IT and interaction between different tools and systems
- Language: English fluent ; German - nice to have
- Multiple markets supported (global service scope)
Soft skills/individual competence:
- Good time management and priorities,
- Communication skills
- Orientation towards results,
- Flexibility, ability to work in a team, organizational skills