Robert Bosch LLC is one of the world's largest private industrial companies. Bosch employs over 410,000 people worldwide and achieved over $78 billion Euros in sales in 2021. Bosch is developing and manufacturing products within the automotive, consumer goods and business industrial sectors. Bosch Automotive is the largest automotive supplier in the world, producing parts and systems for the entire vehicle. Bosch Thermotechnology is producing systems like Geothermal water source heat pump systems, Variable refrigerant flow air conditioning, Hydronic boiler and water heating, connected thermostats and combined heating a power generation systems.

****Hybrid work environment.

The Customer Service Specialist provides Tier 2 Customer Service to consumer and business customers for Bosch Thermotechnology in North America. This role contributes to shaping next generation customer support through automation, self-service, artificial intelligence, and multi-channel live agent support.

• Use expert problem solving and communication skills to identify customer experience pain points, take care of immediate customer concerns, and participate in initiatives for continuous improvement.
• Assist Tier 1 Customer Service with escalated requests for product/part selection, order status, price and availability and other inquiries as needed.
• Monitor and administer open orders from order entry (automated and manual) to receipt of shipment at customer address
• Support opportunities to drive profitability through process improvement and direct sales opportunities.
• Develop advanced knowledge of Bosch Thermotechnology products and services.
• Adhere to program guidelines and processes for Call Quality and Order Accuracy.
• Perform other duties and responsibilities as necessary.

Work Schedule:

Full-time (40 hour/week) position with occasional OT.

Ability to work a shift between 8AM to 5PM, Monday - Friday.

Up to 10% travel may be required.

Work Environment:

This position requires the candidate to live within a commutable distance from our Londonderry, NH facility and participate in on-site work activities, as needed.

Significant use of computer and phone for daily work.

No relocation assistance is available for this role.

Basic Qualifications:

• 3+ years of product based support experience in a contact center, inside sales or account management customer support role
• 3+ years of experience working with multiple computer programs, including navigating multiple open tabs, systems and processes.
• 3+ years of experience with Microsoft Office (Word, Excel, Outlook, PowerPoint)
• 1+ years of experience using collaboration tools for remote work (i.e. Skype, Teams, Slack, etc.)
• High school diploma or GED

Preferred Qualifications:

• Experience with SAP and/or a CRM system
• Strong problem solving and critical thinking skills. Willingness to take initiative
• Self-directed with the ability to problem solve in a positive, productive manner
• Strong analytical skills with the ability to evaluate, develop, and deliver alternative courses of action
• Ability to exhibit patience and empathy and express assurance and confidence
• A positive attitude and mindset to achieve individual and team goals.
• Ability to communicate effectively, both orally and in writing.
• Comfortable with change and leading from where you are.
• Experience in HVAC/ Hydronic Heating Industry
• College degree

By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.

All your information will be kept confidential according to EEO guidelines.

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.