Supv, Tech Scheduling na BSH Home Appliances Corporation

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.

Supervisor, Tech Scheduling

New Bern, NC / Full-time

Your responsibilities

Monitor the compliance and daily activities of the Field Support Representatives. Position is responsible for establishing, developing, and maintaining (with other CS departments) the level of service that is to be provided within each Factory Service Area. This position works closely with Service Technicians, Field Service Managers, and Contact Centers.

·       Responsible for direct supervision of Field Support Representative employees.

·       Responsible for managing processes involving discipline, interviewing, hiring and performance/EDD reviews.

·       Primary contact for Human Resources issues concerning employee relations within the team.

·       Work with Managers and Supervisors from other departments to ensure workflow between departments are functioning properly.

·       Create synergies between Contact Center and back-office tasks.

·       Train Field Support Reps

·       Understand and improve NPS

·       Ensure processes meet the need of the business

·       Create efficiencies to better serve our customers

·       Establish processes for escalated issues

·       Prioritize scheduling for our different customers

·       Ensure follow up is done in a timely manner

·       Approve goodwill repairs as necessary

·       Ensure that technicians schedules are full and prioritized when needed

·       Performs other duties assigned.

·       Take escalated calls from end consumers for scheduling issues

·       Responsible for optimizing routes for factory technicians

Your profile

·       High-School Diploma – Required

·       Associate degree – Preferred

·       3-5 Years of Experience (Customer Service / Scheduling / Dispatch / Contact Center Experience) – Required

·       0-2 Years of Experience (People Management Experience) – Required

·       Must have excellent customer service skills

·       Must be able to adhere to strict deadlines, work under pressure

·       Able to communicate effectively

·       Must have very strong verbal/writing skills

·       Detail oriented

·       Strong organizational/Time management skills

·       Technological savvy

·       (CRM) Contact Relationship Management system helpful

·       SAP experience helpful

·       Able to adapt to ongoing business needs and process systems changes and implementations

·       Scheduling / routing experience a plus

·       Must be capable of using good judgment and discretion when exposed to confidential information

·       Normal office equipment; e.g., computer, copier, fax machine, etc.

·       Proficient in Microsoft Office products (Word, Excel, PowerPoint)

·       Travel Percentage – 10%

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!

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 - EOE / AA Employer.    

This position is eligible for the Employee Referral Bonus program.

We participate in E-Verify.