Daimler, grupo líder y pionero a nivel mundial en la industria automotriz con más de 120 años y presencia en más de 200 países.
En México cuenta con las divisiones de: Mercedes Benz Autos, Daimler Trucks, Daimler Buses y Daimler Financial Services.
En nuestra gente podemos reflejar nuestros valores corporativos:
Pasión, Respeto, Integridad y Disciplina y estamos buscando personas altamente comprometidas para unirse al grupo en un ambiente de diversidad y retos constantes.
 
Objective:
Lead the IT Customer Service team at MB Mexico.  The ‘IT Customer Service’ team is responsible for the entire IT Customer Services Infrastructure/Operations and Application support by developing, monitoring and improving customer services processes and customer experience.
 
Responsibilities:
IT Strategy
•            Deliver input for the strategic, long term IT strategy in collaboration and in line with the business strategic objectives, the IT mission, the infrastructure landscape vision and the DAG plans
•            Derive strategic team objectives and plan from the long term IT strategy
 
Lead Team
•            Manage the day-to-day operations of the team including directing staff
•            Ensure the team has the right skills and talent to deliver on the IT Strategy
•            Leads a team of customer service representatives by inspiring, engaging, developing, and coaching to ensure customers are always receiving exceptional service
•            Ensures the training process is in place for new customer service team members, including training manuals as required
 
IT Customer Service Management
•            Sets service targets and continually tracks, analyzes, and reports on performance (i.e. efficiency, quality); monitors random incidents, records, statistics, and performance levels of the customer service team
•            Develops and implements effective customer service policies, processes, and systems by closely collaborating with internal teams and having a strong understanding of business needs
•            Ensures relevant communication, and data are updated and recorded
•            Drives the short- and long-term planning: identifies opportunities for improvement and resolves issues that impact service
•            Support and/or handles the most complex customer issues and brings them to a resolution
•            Participates in project implementation meetings and relays information to team and/or stakeholders
•            Ensure that the root causes of incidents are being determined and manages the implementation of sustainable solutions
 
Application Support Management
•            Build and maintain relationships with application owners at MB Canada and other application/solution providers (i.e. CoC’s, external vendors)
•            Collaborate with other teams and departments on projects to ensure continuous customer support
•            Assist in translating business requirements into user and functional requirements, when supporting continues improvements on applications
 
Operating Planning
•            Financial management (budget/actuals) within the delegation of authority frame.
•            Manage and control all associated financial objectives within own responsibility and ensure that all operational budgets are achieved and further ideas for optimization derived
•            Asses and anticipate projects and recommend appropriate action and resources
•            Ensure planned projects within area of responsibility are delivered within agreed budget and time frame
 
Supplier Management
•            Manage and control relationships and contracts with vendors
•            Steer 3rd Party Suppliers, as well as internal Service Providers for the successful delivery of projects in area of responsibility