Technical Support Officer

4 days ago

Clayton, Australia Bosch Group Full time

Company Description

With a proud history dating back 136 years, the Bosch Group now employs over 400,000 people across 165 countries. As a leading IoT company, Bosch offers innovative solutions for smart homes, smart cities, connected mobility, and connected manufacturing. The Bosch Group’s strategic objective is to facilitate connected living and innovations for a connected life. Bosch improves quality of life worldwide with products and services that are innovative and spark enthusiasm. In short, Bosch creates technology that is “Invented for life.” To this day, Bosch remains privately owned, with 94% held by a charitable trust. Bosch is a rather special company.

The Automotive Aftermarket division of Robert Bosch provides one of the most complete product portfolios globally. Our range includes Wipers, Batteries, Spark Plugs, Starter Motors and Alternators as well as Braking, Fuel Injection, Ignition, Diesel, Automotive Test Equipment and Diagnostic products. The Automotive Aftermarket division also encompasses the Bosch Service Centre network, which offers a complete range of diagnostic and repair services along with a wide range of spare parts.

**Job Description**:
We are currently offering an opportunity for a highly motivated and enthusiastic individual to join us as a Technical Support Officer.

This is an on-going full-time opportunity based at our Head Office in Clayton and may involve occasional domestic and international travel.

Key Accountabilities include
- Providing technical & remote IT support to customers
- Providing repair handling for Bosch branded and manufactured original equipment
- Providing loan equipment handling to contracted customers
- Creating and quality testing PC software images
- Providing software as a service support and device management services
- Creating and delivering regular customer and internal KPI reports and visualisations
- Providing diagnostic software development support and software testing to customers

Position responsibilities will include:

- Providing technical support to customers in-line with service level agreements, and work process documented in work instructions. (Phone, Software, Loan and Repair Support)
- Detecting possible ambient circumstances that could influence / cause the issues / trouble.
- Troubleshooting software issues
- Troubleshooting hardware concerns
- Recording all service activities in the current tracking solution.
- Repair facilitation and coordination of original equipment (internally & externally)
- Development and quality testing of software services and managed software deployment
- Working with customers on device status and software / hardware updates required by the customer network
- Collating data requests for call reporting, repair, and loan activity for customer and internal reports.
- Managing topics relevant to providing contracted support services in team meeting / and one on one discussions. E.g., issues with repair agents turn around, loan stock levels, customers satisfaction concerns
- Supporting the roll out of programs, including design input and pre delivery activities
- Supporting the discussion and input of support contracts for customers.

**Qualifications**:
We are looking for a conscientious professional with the ability to work across multiple business units, coordinate various team members, manage diverse topics and priorities, establish effective relationships across all levels of an organisation.

To be considered for this position you are required to meet the following criteria:

- Customer centric mindset with outcome driven focus
- Strong communication, interpersonal and stakeholder engagement skills (internal and external)
- Mature time management and organisational skills
- Proficient in Microsoft Windows, Android operating systems
- Proficient in Microsoft Office suite
- Qualification / demonstrated experience in IT/computers
- Up-to-date working knowledge of automotive products/systems and Industry
- Ability to multi-task and prioritise
- High attention to detail

**Essential**:

- Customer complaint handling skills.
- Possess good communication skills both written and verbal.
- Analytical problem-solving skills and outside the box thinking

**Desirable**:

- Certificate in IT / Electronics
- Experience within the automotive industry highly desirable
- Ability to interpret technical information and communicate in a clear and concise manner
- Experience in the automotive service environment, vehicle diagnostics and/or diesel fuel injection industry

Additional Information

We recognise that our employees are our greatest asset. Through the diversity of our business and commitment to personal and career development, we can provide you with new and exciting opportunities so you can achieve your full potential

**We offer our employees**:

- The ability to work flexibly
- Training and development programs to help you reach your full potential
- 14 weeks paid (or 28 weeks at half-pay) Pa

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