Technical Service Associate
Location: Mad River Park, Waitsfield, Vermont
Department: Technical Service
Reports to: Jonathon Goldhammer, Technical Service Manager
Pay status: Non-exempt
Work Schedule: This is a full-time (40 hour/week) position; Standard hours are Monday – Friday 8:30 a.m. – 5:00 p.m.; Hours sometimes vary between 8:00 am and 8:00 pm.
Pay & Benefits: Medical, Dental and Vision Insurance Programs; Associate, Spouse & Child Insurance options; Flexible Healthcare and Dependant Care Spending Accounts; Paid time-off – vacation (10 days), personal (5 days) and holiday (10 days); Tuition reimbursement; 401k with 75% match and eligibility at date of hire
If you are interested in this position please reply with your letter of intent and resume to
Maryke Gillis
BBT North America Corporation
340 Mad River Park
Waitsfield, VT 05673
Email: Jobs@bbtna.com
Summary
As a key member of our Technical Services Team, this position is primarily responsible for ensuring quality customer service by providing our customers with information regarding Bosch’s line of energy efficient, space saving water heaters via the telephone, internet and other forms of communication. Primary activities include, but are not limited to product troubleshooting, installation questions, warranty product replacement, and literature fulfillment.
Job Duties & Responsibilities
- Demonstrate enthusiasm about Bosch’s products and provide outstanding customer service at all times.
- Demonstrate thorough knowledge of all Bosch water heating products including their performance, application and features.
- Provide accurate and professional troubleshooting of products over the telephone.
- Ensure accurate specification and ordering of replacement parts for customers.
- Demonstrate a thorough understanding of Bosch distribution channels and sales territories.
- Communicate professionally, accurately and courteously at all times on the telephone, through e-mails and other forms of communication.
- Demonstrate thorough knowledge of Bosch’s policies and procedures.
- Maintain proper record-keeping of all technical support in Bosch’s computer system; enter and maintain accurate data in all databases.
- Provide training of other Bosch personnel on Bosch products, telephone and computer systems as needed.
- Be a team player and work as a member of the Bosch Technical Service Team.
Qualifications
- Must be able to speak, read and write fluent English.
- Ability to communicate in Spanish preferred but not required.
- Basic typing and computer skills including data base entry skills and word processing.
- Demonstrated experience and ability to communicate with professionalism, courtesy, and honesty.
- Demonstrated ability to help customers under difficult circumstances with self-confidence, humility, courtesy and integrity.
- Demonstrated experience learning about the construction and function of mechanical and other technical devices.
Other Job Requirements/Work Environment Characteristics
- Daily work hours are typically 8 hours per day 5 days per week though flexible scheduling may be provided based on business need. A 30 minute unpaid lunch break and two 15 minute paid rest breaks are provided each day.
- This position is in a call-center environment responding to incoming calls on the telephone and entering data into Bosch’s computer system. Employees are provided with an ergonomic work station and headset.
- Participation in internal and/or external training and other company initiatives may be required and may require very limited travel. May be required to travel to Bosch Distribution and Returns Center in Williston, Vermont on an infrequent basis.