Bosch Customer Support Manager in Fort Lauderdale, Florida

Customer Support Manager

  • Fort Lauderdale, FL

  • Full-time

Company Description

Do you want beneficial technologies being shaped by your ideas? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology - with us, you will have the chance to improve quality of life all across the globe. Welcome to Bosch.

Job Description

Managing customer facing associates technical, administration and receptionist roles in a manner that will meet company objectives, create and maintain a learning environment conducive to personal growth and advancement of individual direct reports

Define and execute support strategies for pre-sales and post sales service support within TT/SA5 sales region and its regional territories (strategic approach).

Continually look for ways to improve the performance of the teams by identifying and implementing work efficiencies through the Continuous Improvement Process (CIP).

Develop and maintain key partner relationships with Reps firms, Engineering firms and future key account customer, such as utilities.

Responsible for selling and supporting product and services with a clear focus across all sectors of the industry to support existing business as well as prospective new business.

Implementing, maintaining, and enforcing all strategic growth initiatives to improve customersatisfaction.

Providing tools and resources to assure excellent customer service.

Define service standards for call center, order entry and return authorizations.

Key role in larger projects for infrastructure e.g. new phone system, SAP roll out, etc.

Qualifications

Basic Qualifications:

Bachelor’s degree. (Business or Engineering related discipline preferred)

5+ years of experience working in a large organization. (multinational organization preferred)

8+ years of experience managing teams, preferably in a contact center, technical support area or related environment.

Preferred Qualifications:

Solid business alignment skills to effectively partner with internal and external teams.

Solid ability to deliver results in a cross-functional environment to support customer driven projects.

Ability to lead and motivate an Engineering team to achieve corporate goals and direction.

Excellent business, sales and marketing skills.

High-level demonstrable, technical background in HVAC technologies.

Requires broad knowledge skill of HVAC control environment and deep technical skills in areas particular to assignment.

Strong ability to negotiate prices with vendors and third party service providers.

Solid coaching, mentoring, and staff development skills.

Strong ability to influence others and build consensus using good written and verbal communication skills.

High motivation, energy and discipline and very good presentation skills.

Good knowledge of professional services methodologies.

Ability to develop a vision and see “the big picture”.

Experience with the key account management.

Good computing experience: Word, Excel, SAP, Outlook, PowerPoint. Avaya experience is a plus.

Able to effect success through others. Managing performance of others; grow skillsets. Succession planning experience.

Ability to interpret data to ensure better service.

Ability to think outside the box, with an entrepreneurial mindset.

Positive thinker with the ability to move change forward.

Ability to grow the self-serve business. (self-serve online)

Travel Required- Approximately 10-15%. (Domestic and International)

Additional Information

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

  • FIRST Robotics(For Inspiration and Recognition of Science and Technology)

  • AWIM(A World In Motion)

By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.

All your information will be kept confidential according to EEO guidelines.