***Position will be based in Santa Barbara, CA*** Monitor day-to-day operations of the activities of the Technical Support hotline. Ensure that the department maintains a highest level of service, productivity and efficiency. Report call log activity and create monthly presentations outlying improvement areas. Organize training for new department personnel and on-going departmental training. Coordinate and source external resources needed or required to enhance support proficiencies. Answer incoming calls to the Technical Support hotline. Log all incoming inquires (phone, fax & email) into the Customer Service database. Provide basic IT support to internal and external customers related to product content and set-up. Assist to test and validate all new products and software releases. Report product/software test results to the appropriate product/project managers. Provide proposals to management for improving customer relations, internal processes and product based on customer feedback and experience. Prepare and review technical documentation for internal and external distribution. (i.e.- Technical Service Bulletins (TSBs), Frequently Asked Questions (FAQs), Product training materials, Product/procedure/process specifications). Work directly with the management to continually improve processes and procedures used by the department.
Job Requirements :
Bachelors in Automotive Technology or 3 + years automotive technician experience. Thorough knowledge of automotive systems and their diagnostic functions. 3+ years Customer/Technical support experience. Automotive technician and or data business analysis experience preferred. Strong written abd verbal skills. Ability to multi-task and ensure that each task is completed efficiently and professionally. Proficient in Microsoft Office: Word, Excel, Access, Outlook and PowerPoint. This role with have Daily interaction with Bosch Diagnostics, Engineering, Sales & Marketing departments. In addition interaction with others outside of the Diagnostic group, Bosch Customer Service, external customers, contractors, and distributors.
Bosch - 2 years ago
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