Mgr, Field Service

Pay range:

$83,423 - $111,231

Incentive Plan:

Annual Bonus

Incentive Target %:

5%

SHIFT:

First

BSH Home Appliances LTD

Tomorrow is our home.

Find out how easily you can achieve at BSH Home Appliances Ltd. As a leading manufacturer of home appliances and solutions, we encourage commitment and open-mindedness among our employees. With our global brands Bosch and Gaggenau as well as our local brand Thermador, our focus truly is on innovation. In addition, that does not just apply to our products and services, but also drives the way in which we cooperate, exchange ideas and organize our teams. Everyone is invited to make his or her individual contribution to our overall success. Join us now and give your career a home.

Mgr Field Service

Vancouver, BC

Pay Range $83,423 - $111,231

Your Responsibilities

The Field Service manager is responsible for managing the activity of third party service providers, our own service engineers (technicians), and delivery of after sales service in their assigned territory.

• Act as the Manager of our Field Service Technicians to help and support their activities, offering them guidance and putting in place action plan to fix issues and develop the local business.
• Dealer: Support store, sales personal with different problem regarding customer, part and service issue.
• DSM : Helping DSM with display installation of our product in different store location and different events. Answering technical question regarding installation, feature or repair on our products. Updating information about repair status at dealer’s customers.
• Servicer :Set up service center to get a full service coverage as much as possible in our respective territory, Setting up training session of our products to the third party servicers, Providing support to those Servicers regarding different problems(Technical, part, contract, service power issues like rejected claims and special case at customer when problem cannot be resolved locally).
• Spice: Taking care of any file assigned to us, set up files for special authorization. Insertion of documents (Picture, Service history or POP) provided to me by the dealer or the consumer.
• Parts distribution: keeping contact in between the servicer and the part provider to make sure each case can be resolved asap. Visiting part distributor at least twice a year to clean inventory and give an update on the field feed back to try to find different solution for each complaint.
• Service Power: Making an investigation on each rejected call or factory over limit call in the system and communicating the information to the servicer. Making correction on claim with missing information sent by the servicer. Keep each servicer employees in charge of entering the claims in the system as updated as possible in the proper way to entering the codes etc.
• Marketing: Help to provide proper installation of our products in different events, Show room, etc.
• Customer: Helping customer to resolved special problem whit their unit.
• Performs all other duties as assigned.
  
  

Your profile

• Four year College - Associate degree (Diploma of College Studies (DEC) or Diploma of Vocational Studies (DEP) in HVAC or Home Appliance Repair) – Required
• Certification ( Employee Management or Training Management ) – Required
• 5-7 Years of Experience (Customer Service Environment) – Required
• 5-7 Years of Experience (Home Appliance or HVAC diagnostic and repair experience) – Required
• Excellent management skills
• Excellent presentation and training skills
• Positive working attitude and the ability to be professional at all times
• Effective communicator (both orally and written) and good interpersonal skills
• Good customer care soft skills
• Ability to work largely unsupervised
• Self-motivated and enthusiastic
• Team player
• Effective planning and time management skills
• Excellent technical product knowledge
• Comprehensive domestic appliance knowledge
• Electro mechanical knowledge
• English, written and spoken, French Preferred
• Travel Percentage – 30%
  
  

Your Pay & Benefits

• Medical, dental, vision, life insurance, short and long term disability benefits, employee assistance program (EAP), Accidental Death and Dismemberment Insurance, Critical Illness Insurance, and Education Assistance Program.
• Eligible to join the Retirement Savings Plan on your date of employment with BSH, you can tax shelter up to 18% of earned income subject to additional CRA specific regulations. BSH offers a profit sharing contribution of 3% of your eligible annual. In addition, BSH makes an employer matching contribution of 50% of your employee RRSP contributions, subject to a max match contribution of 3% of eligible earnings.
• Vitality Employee Wellness program through Manulife.
• Vacation time is provided based on the employee’s service date with BSH (the range is between 15-30 days according to seniority level).
• 40 hours of paid sick leave (hourly employees).
• Employee, friends, and family discount program for company products.
• BSH provides ongoing product training, 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 welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
• 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.
• This position is eligible for the BSH Associate Referral Program (if applicable).
• Find a new home for your professional ambitions.