Lab Tech II - Customer Quality

Lab Tech II – Customer Quality

BSH Home Appliances Corporation – North America

Location:

New Bern, NC
• Full‑time
• Seniority:
Mid‑Senior Level

Employment:
Full‑time
• Class:
Research, Analyst, and Information Technology
• Industry: Manufacturing

Our purpose is to support BSH Home Appliances’ refrigeration products by providing advanced technical analysis, troubleshooting, and root‑cause investigation of customer‑returned units and field issues. This role serves as a critical link between Customer Service, Quality, Engineering, and Sales by identifying product failures, recommending corrective actions, and supporting continuous improvement efforts to reduce customer complaints, avoid unnecessary exchanges, and improve product reliability and customer satisfaction.

• Communicate with customer service regarding customer complaint issues, troubleshooting, and sometimes customer relations.
• Make suggestions for repair to customer service to avoid exchanging appliances; when not possible, request units back to New Bern quality lab for analysis.
• Receive returned units to New Bern quality lab: inspect, log to inventory, label with inventory number, and secure onto cart.
• Analyze returned units to find the root cause of the failure (if any). Repair units and write a report on findings.
• Monitor and report regularly on status, trends, and targets for refrigeration products and issues relevant to refrigeration.
• Follow safety practices related to working with refrigeration systems and electrical components.
• Assist with spare part location and shipping to customer or customer service as needed.
• Close cooperation with other individuals and groups as necessary for extended testing and failure replication.
• Support Customer Service and Sales‑Marketing force in terms of training and technical know‑how.
• Support technical improvements for refrigeration products.
• Maintain lab equipment and assure safe and proper function of equipment during and outside of normal working hours.
• Perform the virtual and onsite visit to the customer together with CuS technicians.
• Perform all other duties as assigned.

• High‑School Diploma – Required
• Two‑Year College (Engineering or Technical Field) – Preferred
• 3–5 Years of Experience (Development, Production, or Customer Service, specifically in cooling appliances) – Required
• 5–7 Years of Experience (Development, Production, or Customer Service, specifically in cooling appliances) – Preferred
• Good communication (written and verbal) and interpersonal skills, ability to lead live and online meetings.
• Good mechanical aptitude and electrical knowledge.
• Strong cooling sealed system troubleshooting, problem‑solving skill set, attention to detail, and root‑cause analysis.
• Ability to move heavy appliances assisted and unassisted.
• Experience with hand tools, power tools, fork truck, appliance dolly, measuring tools and gauges, and multimeters.
• Proficiency with MS Office (Excel, Word, PowerPoint) required.
• Experience with Power BI, Pivot Tables, and Quality Data Software preferred.
• Familiar with SAP (used for BSH customer service system) preferred.
• Travel: 10%

Pay range: $22.67 – $37.78 per hour.
Incentive Plan: Annual Bonus.
Incentive Target %: 1%.
Shift: First.

Benefits include:

• Medical, dental, vision, life insurance, short‑ and long‑term disability benefits, employee assistance program (EAP).
• Health Care and Dependent Care Flexible Spending Accounts (FSA) and Health Savings Account (HSA) starting on the first day of the calendar month following hire.
• Wellness Plan that allows participating employees to earn lower medical care premiums.
• 401(k) Retirement Plan: fully vested 100% employer match on the first 4% of compensation contributed and annual employer‑funded profit sharing dependent on company profitability.
• Two weeks of paid vacation for all non‑temporary status new hires below director level; vacation entitlement increases with years of service.
• Unlimited paid vacation for all director and above level positions.
• 40 hours of paid sick leave (or state/local minimum requirements for non‑production line). 40 hours of paid personal leave for production line.
• 12 days of paid…