Technical Support Advisor

We’re the nation’s favourite heating brand, here to warm up people’s homes, lives, and futures.

From boilers, hybrids and heat pumps to solar thermal and smart controls, we’re giving our customers plenty of choice. With cutting-edge tech and research, we’re right in the thick of the drive for a better future of home heating.

It’s not all tools and tech. People are the real heart of our company. We connect with our customers to deliver genuinely helpful support, and we care about our employees and give them enriching careers. We work hard, we work together, and we work with a cause – delivering brilliant customer support and exceptional engineering.

As an organisation of more than 1,600 employees, we also take our role in the communities we serve seriously. From giving away free heating systems for community spaces, to our charity, education, and volunteer work – we’re no strangers to rolling our sleeves up, getting stuck in, and helping out.

If that sounds like something you’d like to be a part of, we’d love to meet you.

Come and work #LikeABosch at Worcester Bosch.

OVERALL PURPOSE:

To provide high quality product technical support to heating industry professionals and consumers with the target of first-time resolution.

KEY DELIVERABLES:

• Responsibility for the effective handling of Technical Support enquiries for both pre & post installation of Bosch heating and cooling products / services in the UK and Ireland.
• Maintain a clear focus on the needs of the customer and ensure that the highest levels of support are always maintained.
• Provide clear and concise communication via telephone, email, and video calling.
• To record, monitor and resolve all enquiries received.
• Collaborate with other areas of the business where necessary.
• Support department with additional administrative tasks as required.

• A mechanical; electrical or similar recognised industry related qualification is preferred.
• Ideally, knowledge of the heating industry in the UK and Ireland should be supported by an appreciation of the fundamental operation of all generic types of boilers (and/or renewable heating appliances); a particular aptitude for modern smart appliances, controls, and their relationship to home Wi-Fi technology is paramount.
• The position is supported by an extensive training & assessment period prior to undertaking the role with on-going training as new products and skills are introduced or required.

PERSON SPECIFICATION:

• Reliable, flexible, and highly motivated; with the ability to build relationships and rapport quickly and confidently.
• This is a high-profile customer focused role and requires excellent all-round communication and organisational skills. A polite and professional telephone manner is essential, as are the skills necessary for confident remote communication tailored to a wide range of customer types.
• Strong problem-solving ability backed with demonstrable knowledge of mechanical principles and their application - an analytical mindset with the ability to draw inference from supporting data.
• Ability to work independently under pressure in a busy environment with varying workloads, resilience, and tenacity. A desire to see through to a solution with respect for the customer service elements of the role.
• Computer & IT literate with demonstrable experience in standard workplace applications such as Microsoft Excel and similar.

Deadline for Applications: 01.02.2025 - please note, we reserve the right to close this vacancy at any time, so we encourage candidates to submit their applications as soon as possible.

Expected Start Date: ASAP

Working Hours: 37.5 hours per week, on a rota basis. Shifted working hours will be between 0700 to 1800 Monday to Friday. In addition, Saturdays are an overtime requirement on a rota basis.

Working with us comes with the following benefits:

• Hybrid working options available in line with department requirements.
• 25 days annual leave per year plus bank holidays – additional service days accrued after 5 years
• Eligibility for our Company Performance Bonus (up to £1,500 gross per annum)
• Enhanced pension contributions
• Access to the Perkbox and My Benefits platforms giving access to discounts, healthcare plans, group income protection and death in service benefits
• Discounts on products from across the Bosch Group
• Subsidised onsite café and canteen
• Health & well-being support including over 200 trained mental health first aid champions, free of charge employee assistance programme and after 2 years’ service you gain eligibility for funding up to £150 per annum to support your personal well-being
• Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events
• Volunteering days
• Cycle to work scheme with discounts on push-bikes, e-bikes and accessories
• Policy to support growing families
• Access to self-service training platform containing over 200 Bosch approved programmes
• Networking opportunities across Bosch UK including a mentoring programme
• And more!