Field Service Manager

Pay range:

$85,406 - $113,875

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

Texas/ Full-time

Your Responsibilities

The Manager, Field Service will be responsible for managing the delivery of field based customer service for the company by managing the activity of BSH own service engineers (technicians) and all after sales service related activity in his/her assigned territory.

• Responsible for the delivery of warranty and after sales service to our consumers with BSH Field Service Technicians
• Plan, coordinate and provide ongoing soft skill and technical training for Field Service Technicians
• Overseeing technicians inventory, returns and documentation within their assigned territory
• Providing administrative support for warranty and COD service work
• Coordinating the proper handling and resolution of escalated calls from customers and support staff alike
• Is a conduit of information from BSH Field Service Technicians to the various departments within BSH including the sales and training department
• Promote and oversee the use of Safety PPE by all team members
• Promote and monitor the highest standards of performance from direct reports and execute/prepare corrective actions when policies/procedures aren't adhered to or followed
• 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 based on business needs and growth projections
• Ensuring adequate job documentation systems and procedures are in place and being adhered to
• Verify service technicians are meeting compliance and billing expectations through weekly FSO audits, biweekly Goodwill audits, monthly Wheels compliance reports, service fee reports, and Concur expense reports
• Managing truck preventative maintenance, tools inventory, vehicle repair and creation of thorough documentation
• Defining and implementing additional service policies and SOP for escalating and enhancing the customer experience
• Perform all other duties as reasonably required that are consistent with both training and experience
  
  

Your profile

• Associate degree – Required
• Bachelor’s degree – Preferred
• 7-10 Years of Experience (Customer Service) – Required
• 3-5 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)
• Utilizing Hand/Power tools during training sessions and engineer accompaniment
• Electrical, gas and electronic testing equipment
• Must live within 2 hours of a major airport
• Ability to travel multiple days / weeks away from home
• Strong team building skills
• Candidates must live in Texas
• Salary range for Candidates in Dallas or Austin: $89,677 - $119,569
• Salary range for Candidates in Houston: $93,947 - $125,263
  
  

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!

BSH is an equal opportunity employer and does not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, military service, or any other protected class. By including everyone and ensuring equal opportunities, BSH unleashes its full potential - EOE / AA Employer.

This position is eligible for the Employee Referral Bonus program.

We participate in E-Verify.