Seeking a motivated and experienced Group Leader - National Inside Technical Sales & Service for the Bosch e. Bike Systems Americas group. As the head of our Inside Technical Support team for North America consisting of dedicated customer service, after sales and training experts, you will be responsible for managing a highly motivated team. Your task is not only to manage the team operationally, but also to develop it structurally and strategically. Your goal is to keep Bosch e. Bike Systems’ g... more details
Job Description
Seeking a motivated and experienced Group Leader - National Inside Technical Sales & Service for the Bosch eBike Systems Americas group.
As the head of our Inside Technical Support team for North America consisting of dedicated customer service, after sales and training experts, you will be responsible for managing a highly motivated team. Your task is not only to manage the team operationally, but also to develop it structurally and strategically. Your goal is to keep Bosch eBike Systems’ global leading position through best-in-class service for the independent bicycle dealer (IBD) network in North America. In close cooperation with the Outside Technical Sales and Support Team Lead (responsible for field service technicians) and the Marketing team you will be responsible to enable sustainable scaling without losing sight of our high premium standards. You will report directly to the Regional Business Leader.
In this position, you will be responsible for:
Defining and implementing our long-term premium service strategy for North America
Working closely with the Global HQ and Regional Business Unit departments to align on service solution strategies including training concepts and planning, service IT coordination, service processes and global projects.
Responsible for the smooth flow of communication with the Product Management, Quality and Field Support teams, as well as the effective management of knowledge within the team.
Training Media projects management
Third party service partners management
Responsible for service controlling including forecasts to ensure service capability as well as KPI monitoring, constantly developing them further and deriving measures for optimization.
Identifying and employing professional tools for continuous improvement of customer service efficiency and defining/optimizing service processes.
Business planning as well as budget and resource tracking, ensuring business goals and customer needs are being met.
Disciplinary and functional leadership of a talented team in the US
Travel Expectation: Up to 10% (domestic and international)
Qualifications
Basic Qualifications:
Bachelor's degree.
5+ years of professional experience in customer service, consulting, or technical sales.
3+ years of team leadership experience.
Preferred Qualifications:
Degree in economics or industrial/technical engineering or equivalent professional, technically oriented education/experience.
Ability to lead and manage a diverse service/technical sales team.
Customer Service applications experience (i.e. CRM and LMS)
Enthusiastic about processes, strong analytical skills, and the ability to derive measures from them and implement them sustainably.
Technical understanding, customer-orientated and a team player.
Mandatory technical comprehension with great bicycles fondness.
Deep understanding of the mechanics of the bicycle distribution channel.
Ability to effectively present information and negotiate with all levels of management including CEO.
Enjoy working in an interdisciplinary team with a high degree of personal responsibility.
Strategy development, project management, problem solving, and change management skills.
High comfort level working in a fast-paced start-up environment.
Communication professional at various levels with excellent English skills both in written and oral.
Additional Information
By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.
All your information will be kept confidential according to EEO guidelines.
Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.
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