Bosch Chassis Systems India Private Ltd. is looking for a dedicated professional to deliver first-level technical support for car and commercial vehicle repair assistance across all brands. This role involves handling customer inquiries via calls, emails, and other communication channels, analyzing technical problems, and ensuring proper documentation and escalation within Bosch's internal systems.
What You'll Do
- Respond to all calls, emails, and common requests for technical 1st level support
- Analyse technical problems (root cause analysis) with cars and/or, light goods vehicles (LGV) and/or, heavy goods vehicles (HGV) of all brands
- Provide technical assistance to customers by all existing communication channels
- Achieve 1st level resolution rate of 50% after 6 months and 70% after 12 months
- Follow defined work instructions and escalation processes for all possible types of incidents
- Track all incidents in our internal incident management system
- Maintain communication with other Bosch sites, departments, and colleagues who are engaged into the support processes
- Input for FAQ and knowledge database
- Establish good relationships with colleagues and customers in order to achieve a correct flow of information
- Willingness to work in the office and/or remote according to business needs
What We're Looking For
- Ability to respond to calls, emails, and common requests for technical 1st level support
- Ability to analyse technical problems (root cause analysis) with cars, light goods vehicles (LGV), and/or heavy goods vehicles (HGV) of all brands
- Ability to provide technical assistance via all existing communication channels
- Commitment to achieve 1st level resolution rate targets: 50% after 6 months, 70% after 12 months
- Ability to follow defined work instructions and escalation processes for all incident types
- Ability to track all incidents in the internal incident management system
- Ability to maintain communication with other Bosch sites, departments, and colleagues involved in support processes
- Willingness to contribute to FAQ and knowledge database
- Ability to establish good relationships with colleagues and customers to ensure correct flow of information
- Willingness to work in the office and/or remotely based on business needs
Work Mode
- Hybrid work model with flexibility to work in the office and/or remotely according to business needs
