[6 months, 4-5 days/week] Name of Project: Digital technical service platform & Fault Resolution Process management Objectives: Technical service is a critical bridge to connect Chinese market and German technical department. Facing challenges in a transformational environment, we are transforming to provide digitalization support to dealers and accelerating Fault Resolution with internal stakeholders to realize end-to-end customer service. You will be responsible for whole service process management, developing creative digitalization scenarios for dealers and smoothing fault resolution process for internal management. Main Tasks: For external dealers, the digital system is a technical experience and knowledge-sharing platform, that allows dealers to help each other solve the technical issues with Mercedes-Benz. - Collect and understand marketing demands - Transfer business demands to strategic business scenarios - Provide innovation to operation of the digitalization platform - Data analysis on user behavior and platform operation For internal management, Fault Resolution Process methodology optimization in aftersales, to accelerate the resolution speed and to relieve market pressure from a technical perspective. - Figure out pain points of current process as an observer - Optimize resolution process - Cross cooperation with internal stakeholders to clarify roles and responsibilities Key Learning Opportunities: - You will learn End-to-end technical service process to customers and market. - You will learn digital platform operation management in technical service, which is totally advanced in auto industry. - Learn project management process. - Multiple communication skills. Key Qualifications: - Strategic and creative thinking - Proficient with MS office (Excel, PowerPoint, Word) - Strong communication skills - Interested in automotive industry - Commercial background with media platform operation - Data analytical skill - Project management skills