Business Partner Solution Designer in NETHERLANDS

The Business Partner Solution Designer with focus on the on-site Workplace Services is a role in the IT Department of the Mercedes-Benz Customer Assistance Center (CAC) in Maastricht, which has grown from being the local IT Provider for the CAC to being the Global Service Provider for the core CRM application of Mercedes-Benz AG worldwide. In total up to 20.000 dealers and 3500 call center agents worldwide make use of our applications.

About Us

We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

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 also in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

A day in the life of …

The day starts with checking messages and statuses in your incoming channels (i.e. ITSM incidents, mail, chat, etc.) in your own queues and in the queues managed by our TAF partner to make sure there are no ongoing issues you need to know and act upon. You also check if our TAF partner is performing according to agreed SLA’s and working agreements. Next you check your project statuses (i.e. Windows 11 transition, local facility projects, etc.). Next you check in with our local Tech Bar to see what issues have come in and if there is anything they need support with because of the status of the user (i.e. VIP’s) or the scope of the issue.

When these checks are done, you see if there are any changes that need your attention, your operational tasks and project work. Think about side loading of CAC specific application, preparing and performing upgrades, conducting asset management task, designing/implementing local tooling and work on automating tasks (RPA) for the production environment.

During your work you build and maintain a network of contacts within the CAC and in the larger Mercedes-Benz (IT) community.

Who are you?

Profile must-haves:

• Experience with Microsoft applications and desktop technology (certifications are a plus)
• Experience with Azure Virtual Desktop and/or other virtual desktop environments.
• Possess a firm grasp of Microsoft Windows desktop application integration & troubleshooting
• Up to date knowledge about Active Directory, Policies, Proxy, SCCM and File Services administration
• Experience with IT Service operations (ITIL or similar)
• Excellent verbal and written communication skills in English (second European language is a plus)

You need to be:

• Able to translate the customer issues into IT solutions
• Delegate work to junior colleagues and actively contribute to their professional development
• Customer oriented
• A great team mate
• Stress resilient

Profile nice-to-haves

• Analytical, being able to think in solutions
• Vocational or Bachelor degree or relevant work experience
• Where other people see problems, you see challenges and solutions
• You need to be a self-starter who is willing to go for the extra mile
• Work in close cooperation with corporate teams and (outsourcing) suppliers to provide best fit solutions for our users
• Experience with working in a multi cultural environment is a plus

What do we offer?

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.