Field Service Manager - 3rd Party; ASP

First 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.

The Manager, Field Service is responsible for leading, coordinating, and optimizing the delivery of field-based customer service within the assigned territory. This role oversees the performance and compliance of BSH authorized third-party service providers (ASPs), ensures the effective execution of all after-sales service activities, and drives operational excellence through service quality, efficiency, cost control, and customer satisfaction, in alignment with company standards and business objectives.

Pay range: $85,406 - $113,815

Incentive Plan:
Annual Bonus

Incentive Target %: 5%

SHIFT:
First

Covers the territory of Michigan, Ohio, IL, Indiana, and PA

• Collaborate with third-party service providers to ensure comprehensive service coverage for consumers.
• Negotiate warranty service rates and service coverage, and manage service provider performance through defined key performance indicators (KPIs) within the assigned territory.
• Review and audit service provider warranty claims to ensure accuracy, compliance, and legitimacy.
• Oversee the effective delivery of after-sales service to consumers, ensuring service quality and customer satisfaction.
• Partner with the Technical Training Department to plan, coordinate, and deliver ongoing technical training for service providers.
• Support the Technical Training Department during training sessions conducted within the assigned territory and at the Technical Training Center.
• Serve as a liaison between consumers and internal departments, facilitating feedback flow and resolving escalated customer issues through coordination between field service operations and the Contact Center.
• Promote, monitor, and enforce high standards of performance and professionalism among both employees and third-party agents through NPS and KPI based reporting.
• Demonstrate and encourage effective communication with internal stakeholders and external partners.
• Utilize business forecasting and operational planning to achieve agreed service levels while managing operations within budget.
• Leverage internal and external systems to support service providers, consumers, and internal departments effectively.
• Perform additional duties as required, consistent with training, experience, and business needs.

• Associate degree – Required
• Bachelor’s degree – Preferred
• 7-10 Years of Experience (Customer Service) – Required
• 3-5 Years of Experience (Technical Training) – Required
• Ability to keep confidential information secure.
• Current valid driving license.
• Excellent negotiation skills
• Functional basic math skills
• Ability to present complex technical information in an understandable and logical manner
• Ability to make sound fact based decisions in the company’s best interest
• Excellent verbal and writing skills
• Ability to manage diverse personal perspectives
• Normal office equipment; e.g., computer, copier, fax machine, etc.
• Proficient in Microsoft Office products (Word, Excel, PowerPoint)
• Operate and utilize hand tools as well as small power tools
• Electrical, gas and…