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# Technical Support | Diagnostic Systems | Japanese

- **Company:** Mercedes-Benz
- **Location:** Maastricht, Netherlands
- **Salary:** €2,874.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Desktop Computing, Issue Tracking Systems, Network Configuration and Change Management
- **Published:** August 14, 2026
- **Apply:** https://www.careerjet.nl/job/nl7b3fddcafe68569d2ac4010190898583/eaa

## About the Role

* (Higher) Vocational work- and thinking level;
 * Fluent Japanese and English, both written and spoken;
 * Excellent understanding of customer satisfaction (both B2B and B2C), preferably gained in a similar customer-facing role;
 * Strong affinity with Computers (Windows ®), including installation of software and configurations of networks;
 * Affinity with automotive technology and Mercedes-Benz Aftersales Applications is an advantage;
 * Excellent analytical skills, ability to anticipate upcoming issues and find solutions, pro-activeness and ability to work independently are key requirements;
 * As we believe in the strength of doing things together, teamwork is an essential part of our daily business. Therefore, we aim for candidates with an enthusiastic and inspiring personalities.

## Description

We belong to the Mercedes-Benz Global Customer Service & Parts division and we work closely with other departments and divisions to deliver the best customer journey possible. With an international team of over 1,000 colleagues, our mission is to provide an exceptional experience for our customers, as well as supporting retail and logistics organizations.
About the team
As part of Retail Service, XENTRY is the first point of contact for delivering worldwide assistance to the retailer network and external entities (e.g. independent workshops) using applications, diagnostic equipment, and software supplied by the Mercedes-Benz aftersales division, Global Customer Service and Parts (GCSP/O).
These will be your tasks and responsibilities:

 * Handle incoming work (email, tickets) from B2B customers and respond to the queries in a timely and professional manner
 * Analyze and investigate issues making use of acquired knowledge and available tools
 * Provide information and assistance with regards to XENTRY Hardware and Software, coordinate repair and exchange-service of the diagnostic equipment, investigate problems related to the installation of updates on components, provide support in case of issues with initial network configuration, etc.
 * Accurately document work-related activities in the relevant ticketing system according to established policies and procedures
 * If necessary, coordinate with internal stakeholders to resolve complex inquiries and complaints about supported products
 * Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
 * Whether required, perform other duties and responsibilities as assigned.


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