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Field Support Administrator
Field Support Administrator
Montreal, Quebec - Canada
BSH Canada is currently looking for a Field Support Administrator. The ideal candidate’s primary role will be to act as a liaison between customer support and the field, providing first level support for Field Service Technicians and provides second level support to customer as required.
Who is BSH?
BSH Home Appliances Corporation is the appliance division of the Bosch Group. Most people recognize us by our premium brands: Bosch, Thermador, and Gaggenau, which are sold in the North American Region. Internationally BSH has an additional 11 brands in its portfolio and operates 43 factories in 13 countries in the US, Europe, Latin America, and Asia. When you bring all of this together, you get the 2nd largest appliance manufacturer in the world, employing more than 56,500 employees, and generating over 13.1 billion Euros in annual revenue.
What does this mean for BSH employees?
Employees interested in international opportunities have a multitude of possibilities.
Being able to work for an innovation leader allows you access to global technological resources.
Development groups have the opportunity to put their mark on the design of premium luxury products.
Employees have a worldwide network of colleagues to collaborate with
You work for a company that is recognized as a Top Employer by the Top Employers Institute in the US and many of the other countries in which BSH operates.
When you join the BSH team you become part of a company that has a solid history of financial success and stability as well as growth potential, strong work-life balance, and fosters a culture of innovation, continuous improvement, and operational excellence through our people.
Now that we have your interest, please visit our LinkedIn page at https://www.linkedin.com/company/bsh-north-america or our career page at www.bsh-jobs.ca to gain more insight into our North American locations and career opportunities.
BSH offers a comprehensive benefits package that includes paid vacation, holidays, medical, dental, vision, life and disability insurance, educational assistance, an associate purchase program, bonus plan, and retirement plan.
We thank you for taking the time to learn about our company and our exciting job opportunity.
What will be your job functions?
Responding rapidly/accurately to all customer and technician inquiries related to customer support
Documenting every call concisely and accurately in our CRM
Liaising with customers regarding technician’s schedules
Primary phone support for BSH Service Technicians
Responsible for managing back order parts within our service territories
Main contact for builder/key accounts in Field Service territories
Maintains work schedule for all Service Technicians
Supports managing Technician capacity, ensuring 95% utilization is achieved daily
First level support for internal CS Reps, acting as liaison between office and field
Adheres to all set departmental performance goals
Adhere to company processes, procedures, policies and standards
As a team member, to contribute to the overall success of the team and the company goals by maintaining regular attendance, punctuality, focus and professionalism at all times
Maintain tidy work area and report health and safety issues to the Group Health and Safety Manager
Perform all other duties as reasonably required that are consistent with both training and experience
Customer Service/Field Service experience
Must be flexible regarding work schedule with the ability to work weekends and/or holidays, if requested, to accommodate operational needs
Must be computer literate with working knowledge of Micro-soft office software.
Must be a high school graduate or have a G.E.D.
Must have strong customer service skills
Must be able to adhere to strict deadlines, work under pressure
SAP Experience preferred
This position is eligible for the BSH Associate Referral Program