Gaggenau Field Service Technician

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.

The Gaggenau Field Service Technician is responsible for delivering exceptional in-home service for Gaggenau luxury appliances, ensuring first-time resolution of repairs, supporting installations, and upholding the premium brand image through exemplary customer interactions.

• Perform in-home repairs on Gaggenau appliances, address customer concerns in accordance with company guidelines, educate customers on the correct operation of Gaggenau appliances to ensure optimal use and long-term satisfaction and deliver an exceptional service experience that reflects the standards of a luxury brand.
• Respond to additional customer needs as required to meet productivity, performance targets, and customer response goals.
• Diagnose faults across the Gaggenau product range and carry out required rectification.
• Execute product modifications and perform maintenance tasks as needed.
• Assist with on-site installation of Gaggenau products, supporting internal and external installation teams to ensure correct and compliant installation.
• Maintain Gaggenau equipment, tools, and van stock in proper working condition and in line with company requirements. Uphold the Gaggenau luxury brand image in conduct, communication, and presentation.
• Report unusual defects to the Technical Manager and Gaggenau Luxury Install/Service Manager via the approved notification process.
• Carry out repairs on stock appliances held in retailers’ premises.
• Maintain high standards of in-home service quality, communication accuracy, and professionalism.
• Actively promote service offerings—including accessories, service plans, and maintenance products—and identify additional customer solutions.
• Support escalated customer issues between Field Service, the Contact Center, Sales, and the Gaggenau Luxury Install/Service Manager.
• Build strong working relationships with the call center and Gaggenau field support teams.
• Strive for high Net Promoter Score (NPS) performance through positive customer engagement.
• Conduct dealer, designer, contractor, and customer visits to strengthen service relationships.
• Handle customer data with confidentiality and in compliance with company standards.
• Attend training courses and review all technical communications to maintain up-to-date product knowledge.
• Contribute consistently to team success through punctuality, professionalism, and reliable attendance.
• Perform additional job duties and tasks as required.

• 3-5 years appliance repair experience Required
• Two-year college or equivalent required
• Excellent customer relations skills
• Functional basic math skills
• Ability to explain repairs to customers in an understandable and logical manner
• Ability to make sound fact-based decisions in the company’s best interest
• Excellent verbal and writing skills
• Must be a self-starter and be able to work independently with minimal supervision
• Continuous updating of progress to Managers in regards to service requests
• Strong Microsoft office skills as well as Outlook.
• Maintenance of company provided van
• Valid driver’s license…