• 3 april 2020
  • Vacaturennummer lv-74072
Organisation: Mercedes-Benz Customer Assistance Center
Location: Maastricht
Contracttype: Definite contract


The Mercedes-Benz Customer Assistance Center(CAC) in Maastricht is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. More than 25 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customer mobility are available 24 hours a day, 365 days a year. The Retail Services department supports technical and product related competencies for the CAC, Daimler and external parties.

Within the department “Global Contact Center Management”, the Data Scientist is part of the team “Business Development & Digitalization”. The digitalization part of the team is responsible for developing a data & digitalization strategy and manages, develops and implements use cases within the Customer Assistance Center (CAC) or other global Customer Contact Centers (CCCs).

In this role you are responsible for developing and maintaining data science use cases which have been defined in the data science strategy. You use available data sources, like the own data warehouse (DWH) or the Daimler data lake. The use cases aim to improve and/or automate call center processes to reach efficiencies and/or contribute to customer satisfaction. You work closely together with the Product Manager Data Science and the corresponding data scientist in the IT department. The Data Scientist supports in rolling out the developed use cases to the CAC or other CCCs worldwide. You also work together with the Data Steward to ensure that data quality is on the right level.

What are your tasks?
  • Supports the development of the data science strategy together with the department managers and the Product Manager Data Science
  • Prepare the data for the data science use cases
  • Make use of the local DWH and the global Daimler Data Lake
  • Participation in definition of the technical architecture of the data science solution in cooperation with the data scientists/other architects of the contact center eco-system
  • Maintain and co-develop the data science use cases
  • Select and prepare the relevant datasets, and co-develop and maintain machine-learning models with delivering optimal quality
  • Demonstrate ability to understand complex problems, in order to identify the best approach for analyzing and preparing the data or to troubleshoot problems and add operational value to the CAC
  • Roll out developed data science products to business functions or CAC/CCC Operations based on agreed timelines together with the Product Owner Data Science
  • Evaluate new and emerging technologies together with the Product Owner Data Science
  • Train and guide the Junior Data Scientist
Who are you?
  • Master in the area of Computer Science, Econometrics, Knowledge Engineering or equivalent
  • Min. 5 years of relevant professional experience in similar functions
  • Knowledge of and experience with Data Engineering and ETL tools
  • Knowledge of and experience with at least one of the advanced analytics tools (R, Python, Julia)
  • Ideally knowledge of and experience with Azure Data lake technology
  • Ideally experience with data visualization tools
  • Hands-on mind set and critical attitude
  • Curious about data, eager to explore, with great problem solving capabilities.
  • Good communication skills
  • Fluent in English
  • Enthusiastic about the automotive industry
  • Willingness to participate in a stand-by schedule
  • Able to work independently with limited work instructions
  • Ideally experience with the agile way of working
Employment conditions
Your working hours are 32-40 hours a week. You Work in a growing international company in an ambitious, professional and dynamic environment.
Collective health insurance at discounted rates, self-development opportunities, result-oriented bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

Contact info
Please use the link to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.
For more information about this vacancy please contact the Recruitment Office, Manon Gosler-Bongaerts by email: manon.gosler-bongaerts@daimler.com

Who are we?
Mercedes-Benz, the brand with the star, are well recognized as industry leaders in luxury service and high quality products, pushing the meaning of automobile excellence to new boundaries. You can trace the timeline of Mercedes-Benz all the way back to 1885 when Karl Benz invented the first automobile - cementing Mercedes-Benz a place in history. We know what you’re thinking, over 100 years is a long time to be in the business. So what’s our secret? We constantly strive to find ways to balance tradition with innovation.

Mercedes-Benz Customer Assistance Center, Maastricht is no exception. For the last 20 years our aim has been to provide the best quality customer service not only in Europe but all around the world. But maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company. That is why we are always looking for bright new sparks to join us. If that could be you, read on!