Installer Services Representative (Hybrid) - Bosch Group

Bosch Security Systems is a leading global supplier of security, safety, and communications products and systems. Protecting lives, buildings and assets is our focus and priority. The product portfolio includes video surveillance, intrusion detection, fire detection and voice evacuation systems as well as access control and management systems. Professional audio and conference systems for communication of voice, sound and music complete the range.

Fairport, NY is the headquarters for the Bosch Security Systems sales organization in the United States and serves as the primary site for research and development, engineering, quality and product management for intrusion detection systems, including state-of-the-art sensors, control panels, communicators and more.

This role is hybrid in nature and can be located within a commutable distance to the Greater Rochester, NY area.  This role requires to be onsite in Fairport every day for the first 2 months of employment.  After successful onboarding is completed, onsite expectations are 3 days per week. 

Position Summary:
The Installer Services Rep is responsible for developing and maintaining excellent customer relationships through service management. The Installer Services Rep will be responsible for introducing, marketing and supporting Bosch Security Systems services products.
Principal Responsibilities:
• Analyze customer needs and present value-added solutions including Bosch devices as well as contract service plans
• Provide customers with a basic understanding of the functionality of the products and accessories
• Pre-Sales commissioning and technical functionality support of Bosch devices and related IT services/solutions
• Coordinate enrollment process including defining services and collecting billing information
• Coordinate contract verification and finalization
• Manage account creation within internal system as well as partner portals
• Facilitate Welcome Package process, familiarizing new customers with Bosch
• Identify the right solutions to customer billing, technical and or account issues, coordinating resolution with appropriate contacts
• Investigate inquiries regarding customer charges and document customer interactions as needed
• Responsible for the contract management process aiming for low churn rate driving loyalty
• Maintain and expand CRM database (CRM – Customer Relationship Management system)
• Utilize customer feedback system to log customer complaints
• Support the Sr. Installer Services Rep with service development projects, engineering testing and special networking requirements for end customers
• Other duties designated by management

Education:
Required: High school diploma or GED
Preferred: Associates degree in Business or a technical discipline
Experience:
Minimum: 2-3 years of pre-sales, customer service or technical support experience preferably with technology products.
Preferred: Working knowledge of Cellular or Cloud based services and products
Special Skills:
Excellent computer skills and working familiarity with multiple software packages, preferably MS Excel and SAP ERP software packages. Individual must have strong verbal and written communication skills and the ability to work under pressure and meet deadlines. Must have a high attention to detail and ability to multi-task. Must have a sense of “team” response to assuring 100% customer satisfaction. Ability to travel as needed.
Working knowledge and experience in the design and installation of cellular products with industry affiliations or certification is preferred. Demonstrable leadership skills, organizational and project management skills are preferred.

The U.S. base salary range for this full-time position is $25.00-$31.00 dollars per hour.  This position is non-exempt and is eligible for supervisor approved overtime.   Within the range, individual pay is determined based on several factors, including, but not limited to, work experience and job knowledge, complexity of the role, job location, etc. 

In addition to your base salary, Bosch offers a comprehensive benefits package that includes health, dental, and vision plans; health savings accounts (HSA); flexible spending accounts; 401(K) retirement plan with an employer match; wellness programs; life insurance; short and long term disability insurance; paid time off; parental leave, adoption assistance; and reimbursement of education expenses. Learn more about our full benefits offerings by visiting: https://www.myboschbenefits.com/public/welcome. 

• All your information will be kept confidential according to EEO guidelines.
• By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.
• BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives: FIRST Robotics (For Inspiration and Recognition of Science and Technology) and AWIM (A World In Motion)
• Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.
• Bosch Building Technologies intends to transform our business and thrive under new ownership! We are committed to expand our business and looking for talented individuals to join us on this exciting journey!  
• Learn more here: https://www.bosch-presse.de/pressportal/de/en/realignment-bosch-building-technologies-to-focus-on-systems-integration-business-259403.html