Manager, Field Service Third Party

Pay range:

$68,945 - $91,926

Incentive Plan:

Annual Bonus

Incentive Target %:

5%

SHIFT:

First

BSH Home Appliances Corporation – Top Employer US 2024

Tomorrow is our home.

At BSH, People Matter. Bring your unique skills, capabilities, and experiences to our dynamic teams where your contributions will drive our innovation culture. We strive to be a workplace that values people and supports opportunities for continuous professional and personal growth. As a leading manufacturer of home appliance brands Bosch, Gaggenau, and Thermador, we prioritize having a consumer centric mindset and creating positive experiences for the consumer throughout all interactions with our products and services. Join us now and give your career a home. You Belong Here.

Manager, Field Service – Third Party

Central Midwest US/ Full-time

Your Responsibilities

The Mgr, Field Service will be responsible for managing the delivery of field based customer service for the company by managing the activity of third party service providers and all after sales service related activity in his/her assigned territory.

Territory includes the states of OK, KS, NE, MO, IA, TX and CO.

• Contracts with third party service providers to provide service coverage for our consumers
• Plan, coordinate and provide ongoing technical training for providers
• Responsible for negotiating warranty service rates, service coverage, and manage key performance indicators of the service providers in own territory.
• Responsible for the delivery of after sales service to our consumers.
• Acts as a conduit of information from our consumers to the various departments within BSH.
• Provide customer solutions for escalated issues between the Field and the Contact Center
• Promote and monitor the highest standards of performance from both our employees and agents
• Exercise and encourage effective communications skills with both external and internal customers
• Utilize and prompt business forecasting to achieve agreed service levels and manage the operation within budget.
• Able to understand and utilize internal and external systems to assist Service Providers, Consumers, and Departments within BSH.
• Perform all other duties as reasonably required that are consistent with both training and experience
• Adhere to all company processes, procedures, policies, and standards
  
  

Your profile

• High-School Diploma – Required
• Bachelor’s degree – Preferred
• 5-7 Years of Experience (Customer Service) – Required
• 0-2 Years of Experience (Technical Training) – Required
• Ability to keep confidential information secure.
• Current valid driving license.
• Excellent negotiation skills
• Functional basic math skills
• Ability to present complex technical information in an understandable and logical manner
• Ability to make sound fact based decisions in the company’s best interest
• Excellent verbal and writing skills
• Ability to manage diverse personal perspectives
• Normal office equipment; e.g., computer, copier, fax machine, etc.
• Proficient in Microsoft Office products (Word, Excel, PowerPoint)
• Hand tools
• Electrical, gas and electronic testing equipment
• Must live within 2 hours of a major airport
• Ideal candidate lives in MO, IA, NE or KS
• Must live within assigned territory/region
• Ability to travel multiple days / weeks away from home
• Strong team building skills
• Travel Percentage – 50%
  
  

Your Pay & Benefits

The pay range posted for this position is based on the location noted in the posting title. Exact compensation offered may vary based on your specific skillset and work location. If the position is bonus or incentive eligible then the payments range from 0% to 200% of target with details laid out within the plan document.

Benefits offered include the following:

• Medical, dental, vision, life insurance, short and long term disability benefits, employee assistance program (EAP), Healthcare and Dependent Care Flexible Spending Accounts (FSA), and Health Savings Account (HSA) participation starting on the first day of the calendar month following date of hire.
• Wellness Plan that allows participating employees to earn lower medical care premiums.
• 401(k) Retirement Plan starting on the first day of the calendar month following 30 days of service. The plan provides a fully vested 100% employer match on the first 4% of compensation contributed and also includes an annual employer-funded profit sharing contribution dependent on company profitability.
• Two weeks of paid vacation for all non-temporary status new hires below Director level positions. Vacation entitlement increases based on years of service with BSH.
• Unlimited paid vacation for all Director and above level positions.
• The greater of (a) 40 hours of paid sick leave or (b) state or local minimum requirements for paid leave (Non-Production Line).
• 40 hours of paid personal leave (Production Line).
• 12 days of paid holidays per year (max 8 hours paid per day).
• Adoption Reimbursement Program, Perks at Work, and BSH Employee Purchase Program.
• BSH provides ongoing product training, uniforms, computer tablet, cell phone and a company vehicle for eligible positions.
  
  

Further information

Please visit career.bsh-group.com and learn about what makes BSH a Top Employer!

At BSH we appreciate everyone's uniqueness and value diversity as key for our business success. By including everyone and ensuring equal opportunities we unleash our full potential - EOE / AA Employer.

This position is eligible for the Employee Referral Bonus program.

We participate in E-Verify.