Technical Service Specialist_MA
Bosch
- Shanghai
- Permanent
- Full-time
- Provide technical remote support for Bosch workshop equipment to external service providers (BTS) and Dealers
- Create Service tickets in UDESK (C4C) and monitor services, KPI and CSI
- Manage central repair for all devices having central repair service concept
- Administrative mgmt of vendor repair (customer interface, shipment coordination, quotes for OOW, close cooperation with PUQ)
- Coordinate the field and repair service delivery by external service providers and vendors in line with customer expectation and contractual service levels
- Coordinate and support spare part management for BTS / dealers to ensure service levels
- Administrative mgmt of vendor repair (customer interface, shipment coordination, quotes for OOW, close cooperation with PUQ)
- Support on customer site, if BTS partner can't fix the technical problem or field investigation in case of quality claim
- Provide technical support to sales (ex: VS Events)
- Contribute to the technical training needs of external BTS field technicians through the planning and delivery of repair training
- Operate BTS (Vendor on PUQ request) audit to ensure service quality standards
- Liaise with Engineering, Quality Sales, Marketing and Technical Support teams as required to resolve issues
- Manage Warranty claims and provide data to QMM
- Dedicated Technical Field and Repair Service Engineer with at least 7 years experience in workshop experience and use of garage equipment, diagnostic equipment
- Computer HW and SW troubleshooting skills
- Cooperation with external partner (outsourcing service)
- Robust automotive technical knowledge essential, with workshop experience and use of diagnostic garage equipment
- Both customer and result focused
- Have analytical and problem-solving skills
- Able to meet deadlines and objectives when requested
- Need to work autonomously and on own initiative and have good communication skills with all interfacing internal / external partners
- Digitalization mindset, Skill in data analysis and reporting systems is desirable
- Self-motivated and enthusiastic
- Chinese, English would be a plus
- Working Location: Beijing or Shanghai
- Travel Frequency: some travels for BTS audits, field support, warranty claim investigation