Maastricht, Limburg, Netherlands
Experienced Technical Operations Manager with 10+ years in the automotive industry, with a background in management, project management, and customer service innovation. Passionate about connecting people, processes, technology and Customer Satisfaction.
Leading a multinational team within the Connected Mobility Services division, supporting B2B clients and dealer networks in relation to Mercedes me digital services. Responsible for mentoring team members, monitoring KPIs, and ensuring consistent, high-quality service delivery. Led the operational setup of the Dedicated Services Desk (DSD), representing the division in an interdepartmental initiative to redefine the customer-facing business scope. Oversaw recruitment and onboarding, conducted training needs assessments, and aligned team capabilities with evolving B2B service requirements. Utilized a Kanban-based project management approach to track progress, coordinate contributors, and ensure timely delivery of each phase. Supported improvements to internal systems and processes, contributing insights to optimize workflows and documentation. Designed and implemented a work package to support the outsourcing of selected business functions, establishing a working group to compile knowledge articles, best practices, and process documentation. Coordinated closely with internal and external stakeholders, ensuring clear communication and smooth execution across all project phases.
Connected Mobility Services by Daimler AG consists of brands such as Mercedes me, Mercedes PRO connect, fleetshare, smart ready to, smart EQ. Our main goal is to provide connectivity solutions for both private and business customers, connecting them with their vehicles and fleets. Leading and developing team of 20 + highly skilled Technical Specialists Project and Product partner for smart ready to, smart EQ control and fleetshare by smart Onboarding and Market Training - coordination and development Overseeing daily operations as well as planning and implementing changes Monitoring customer interactions and case documentation to assure high quality Internal recruitment, agent’s coaching and development Continuously looking for ways to improve the service offering Proven track of record of implementing a new business on operational level Awareness of cultural diversity Creating a positive work culture Ability to take decisions under pressure
Connected Mobility Services by Daimler AG consists of brands such as Mercedes me, Mercedes PRO connect, Connect Business, smart ready to, smart EQ. Our main goal is to provide connectivity solutions for both private and business customers, connecting them with their vehicles and fleets. Supporting the team in the management of their cases and activities. Daily distributions of items from the incoming queues. Assisting the team in their daily work, by providing product and process related knowledge. Performing QA checks in accordance to the established criteria. Overseeing the review, investigation and resolution of complex inquiries. Managing performance reports and dashboards to maintain and exceed the established SLA's Supporting the management in the implementation of operational projects Identifying process needs to support existing and new business initiatives.
Advertising and selling software and hardware via phone and chat. Providing product and licensing information. Processing billing queries and issuing invoices. Managing subscription plans.
Interacting with customers via phone, chat and email: Activating commercial and consumer products. Providing product information. Answering usability queries. Troubleshooting technical issues. Assisting in the account recovery process. Performing remote software installations/removals.
Providing product information and guidance. Processing billing queries, issuing refunds and dealing with fraud cases. Assisting in account recovery process. Troubleshooting and solving technical problems.
Market Research. Web Audits. Invoicing and Data Entry. This work placement was a part of The International Sales and Marketing course.
Module 1 Communication Module 2 Sales and Marketing Management
Modules: Business Development Consultative Sales Employment Law Financial Management Managing People Financial Management