Job Description

We Are Bosch.

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our areas of activity are every bit as diverse as our outstanding Bosch teams around the world. Their creativity is the key to innovation through connected living, mobility, or industry.

Let’s grow together, enjoy more, and inspire each other. Work #LikeABosch

• Reinvent yourself: At Bosch, you will evolve.
• Discover new directions: At Bosch, you will find your place.
• Balance your life: At Bosch, your job matches your lifestyle.
• Celebrate success: At Bosch, we celebrate you.
• Be yourself: At Bosch, we value values.
• Shape tomorrow: At Bosch, you change lives.

The Customer Service Specialist serves as a key advocate for Bosch Thermotechnology customers across North America, delivering Tier 2 support that ensures a seamless, positive, and efficient experience. This role is central to enhancing our customer journey through personalized assistance, proactive communication, and modern support tools—including automation, self-service, and multi-channel live support.

Key Responsibilities

• Provide elevated customer support by using strong problem-solving and communication skills to quickly understand concerns, resolve issues, and reduce customer effort.
• Support Tier 1 agents by handling escalated questions about product and part selection, pricing, availability, order status, and any inquiries requiring deeper expertise.
• Oversee customer orders from entry to delivery, ensuring accuracy, clarity, and timely communication throughout the process.
• Identify opportunities to improve the customer experience by suggesting process enhancements and sharing customer insights with leadership.
• Strengthen customer relationships by maintaining an advanced understanding of Bosch Thermotechnology products, services, and tools to deliver confident, knowledgeable service.
• Uphold high service standards by following established guidelines for call quality, communication clarity, and order accuracy.
• Collaborate across teams to support sales opportunities, improve customer satisfaction, and ensure a unified service experience.
• Perform additional duties as needed to provide best-in-class customer service.

Qualifications

• Minimum of 3 years in a customer support role such as contact center, inside sales, or account management.
• Strong computer skills, including navigating multiple systems and screens at once.
• At least 3 years’ experience with Microsoft Office (Word, Excel, PowerPoint).
• Experience using remote communication tools (e.g., Skype, Teams).
• High school diploma required; college degree preferred.

Preferred Qualifications

• Strong problem-solving, critical-thinking, and initiative-taking abilities.
• Self-driven and able to resolve issues with a positive, customer-focused approach.
• Strong analytical skills with the ability to propose effective solutions.
• Demonstrated patience, empathy, and professionalism when interacting with customers.
• Positive attitude with a commitment to team and individual goals.
• Excellent verbal and written communication skills.
• Experience in HVAC or hydronic heating is a plus.
• Experience with SAP preferred.
• Comfortable working in a dynamic environment and contributing to continuous improvement.
• Working proficiency in French, Spanish, and/or Portuguese is a plus.

Additional Information

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.

Equal Opportunity Employer, including disability / veterans

*Bosch adheres to Federal, State, and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.

Your well-being matters at Bosch! We offer a competitive compensation and a benefits package designed to empower you in every area of your life. This includes premium health coverage, a 401(k) with generous matching, resources for financial planning and goal setting, ample paid time off, parental leave, and comprehensive life and disability protection. We're investing in your success!