To provide high quality product technical support to heating industry professionals and consumers with the target of first-time resolution.
KEY DELIVERABLES:
* Responsibility for the effective handling of Technical Support enquiries for both pre & post installation of Bosch heating and cooling products / services in the UK and Ireland.
* Maintain a clear focus on the needs of the customer and ensure that the highest levels of support are always maintained.
* Provide clear and concise communication via telephone, email, and video calling.
* To record, monitor and resolve all enquiries received.
* Collaborate with other areas of the business where necessary.
* Support department with additional administrative tasks as required.
OVERALL PURPOSE:
To provide high quality product technical support to heating industry professionals and consumers with the target of first-time resolution.
QUALIFICATIONS
* A mechanical; electrical or similar recognised industry related qualification is preferred.
* Ideally, knowledge of the heating industry in the UK and Ireland should be supported by an appreciation of the fundamental operation of all generic types of boilers (and/or renewable heating appliances); a particular aptitude for modern smart appliances, controls, and their relationship to home Wi-Fi technology is paramount.
* The position is supported by an extensive training & assessment period prior to undertaking the role with on-going training as new products and skills are introduced or required.
PERSON SPECIFICATION:
* Reliable, flexible, and highly motivated; with the ability to build relationships and rapport quickly and confidently.
* This is a high-profile customer focused role and requires excellent all-round communication and organisational skills. A polite and professional telephone manner is essential, as are the skills necessary for confident remote communication tailored to a wide range of customer types.
* Strong problem-solving ability backed with demonstrable knowledge of mechanical principles and their application - an analytical mindset with the ability to draw inference from supporting data.
* Ability to work independently under pressure in a busy environment with varying workloads, resilience, and tenacity. A desire to see through to a solution with respect for the customer service elements of the role.
* Computer & IT literate with demonstrable experience in standard workplace applications such as Microsoft Excel and similar.
ADDITIONAL INFORMATION
Deadline for Applications: 01.02.2025 - please note, we reserve the right to close this vacancy at any time, so we encourage candidates to submit their applications as soon as possible.
Expected Start Date: ASAP
Working Hours: 37.5 hours per week, on a rota basis. Shifted working hours will be between 0700 to 1800 Monday to Friday. In addition, Saturdays are an overtime requirement on a rota basis.
BENEFITS:
* Hybrid working options available in line with department requirements.
* 25 days annual leave per year plus bank holidays – additional service days accrued after 5 years.
* Eligibility for our Company Performance Bonus (up to £1,500 gross per annum).
* Enhanced pension contributions.
* Access to the Perkbox and My Benefits platforms giving access to discounts, healthcare plans, group income protection and death in service benefits.
* Discounts on products from across the Bosch Group.
* Subsidised onsite café and canteen.
* Health & well-being support including over 200 trained mental health first aid champions, free of charge employee assistance programme and after 2 years’ service you gain eligibility for funding up to £150 per annum to support your personal well-being.
* Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events.
* Volunteering days.
* Cycle to work scheme with discounts on push-bikes, e-bikes and accessories.
* Policy to support growing families.
* Access to self-service training platform containing over 200 Bosch approved programmes.
* Networking opportunities across Bosch UK including a mentoring programme.
* And more!
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