Field Support Administrator 1
Irvine, CA

Job Description

BSH Home Appliances Corporation - Top Employer US 2019

Tomorrow is our home.

Find out how easily you can achieve at BSH Home Appliances Corporation: As a leading manufacturer of home appliances and solutions, we encourage commitment and open-mindedness among our employees. With our global brands Bosch and Gaggenau as well as our local brand Thermador, our focus truly is on innovation. And that doesn't just apply to our products and services, but also drives the way in which we cooperate, exchange ideas and organize our teams. Everyone is invited to make their individual contribution to our overall success. Join us now and give your career a home.

Field Service Administrator

Irvine, CA / Full-time

Under general supervision, acts as a liaison between Customer Support and the field, providing first level support for Factory Service Engineers. Provides second level support to the customer, as required.

Your responsibilities

* Primary responsibility is to answer incoming calls and provide support to BSH Service Engineers, with a goal of answering a minimum of 7 calls per hour.
* Utilizes BSH software to schedule service calls, order replacement parts and log interactions.
* Places orders through authorized parts distributors to avoid service delays resulting from back orders.
* Responds rapidly/accurately to all customer and technician inquiries related to field support/Scheduling
* Responds to FSA Department emails in a timely and accurate manner
* Resolves difficult customer situations while maintaining composure and a professional demeanor
* Documents every call concisely and accurately in our CRM.
* Maintains work schedules for all Factory Service technicians.
* Acts as liaison with customers regarding Factory Service technician schedules.
* First level support for internal CS Reps, acting as liaison between office and field.
* Adheres to all set departmental performance goals.


* Adheres to company processes, procedures, policies and standards


* Contributes to the overall success of the team and company goals by maintaining regular attendance, punctuality, focus and professionalism at all times


* Maintains tidy work area and reports health and safety issues to the Group Health and Safety Manager


* Utilizes personal coaching advice in continuous performance improvement


* Perform all other duties as reasonably required that are consistent with both training and experience

Your profile


* Must be a high school graduate or have a G.E.D.


* 1+ years working in an office environment


* 2+ years call center or customer support experience


* Flexible regarding work schedule with the ability to work holidays and weekends, if requested, to accommodate operational needs.


* Must be computer literate with working knowledge of internet explorer, Microsoft Word, Excel, and Outlook


* Must be proficient in BSH software and information networks - training provided


* Any of the above requirements/qualifications may be waived for the successful candidate. Must be able to adhere to strict deadlines, work under pressure


* Able to communicate effectively; must have strong verbal/writing skills.


* Strong attention to detail


* Position requires handling of customer payments


* Able to work collaboratively in a team environment


* Takes ownership of issues and sees them through to resolution


* Ability to work in a fast-paced, professional, office environment


* Minimum typing speed of 45 WPM; 10 key a plus.



Further information

Please visit career.bsh-group.com to learn more about what makes BSH a Top Employer!

Find a new home for your professional ambitions.

This position is eligible for the BSH Associate Referral Program

EOE / AA Employer

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