Tech Service Engineer Level II (Control Base)

Bosch Home Comfort USA is a global provider of efficient HVAC solutions, and they are seeking a Tech Service Engineer Level II to deliver exceptional technical support and service. In this role, you will diagnose and resolve complex technical issues, mentor junior team members, and drive continuous improvement in service delivery processes.

Responsibilities:

• Diagnose, troubleshoot, and resolve complex technical issues across multiple systems and infrastructure components with efficiency and accuracy with an emphasis on applications of products, investigations of post sales applications issues
• Provide expert-level technical support to clients and internal stakeholders, ensuring timely resolution and customer satisfaction
• Demonstrate expert proficiency in rooftop equipment diagnostics, maintenance, and repair with advanced refrigeration and electrical system knowledge with an emphasis on Control platforms, and building control platforms
• Analyze system performance metrics and optimize operational efficiency to maximize uptime and minimize service disruptions
• Document technical solutions, create comprehensive knowledge base articles, and maintain detailed records of incidents and resolutions
• Manage and prioritize service tickets using Salesforce, ensuring accurate tracking and timely closure
• Collaborate with your team to implement technical solutions and coordinate with vendors as needed for specialized support and equipment procurement
• Mentor and provide guidance to junior technical staff, fostering professional development through hands-on training and knowledge sharing
• Conduct root cause analysis on recurring issues and develop preventative measures to minimize future incidents; collaborate with Quality Liaison
• Stay current with emerging technologies and industry best practices, continuously updating your technical skill set and certifications
• Participate in on-call rotation to provide emergency technical support when required
• Ensure compliance with industry safety standards and regulatory requirements for refrigeration and electrical systems
• Prepare technical reports and performance summaries for management review to support strategic decision-making and service improvements when required

Requirements:

• Minimum 7+ years of hands-on experience in HVAC systems and rooftop equipment installation, maintenance, and repair
• Emphasis on control platform integration and operational oversight
• Advanced technical expertise in refrigeration systems, electrical systems, controls, and applications examination
• Demonstrated proficiency in root cause problem analysis and systematic problem resolution methodologies
• Proficiency with Salesforce CRM platform, Microsoft Office Suite, and advanced Excel skills (including pivot tables, VLOOKUP, and data analysis)
• Strong customer service orientation with excellent phone etiquette, communication skills, and customer-centric behaviors
• Comprehensive understanding of rooftop product applications, specifications, and proper installation protocols
• Experience with automation platforms, system integrations, and building management software
• Ability to diagnose and troubleshoot complex technical issues across multiple systems with efficiency and accuracy
• Strong documentation skills with the ability to create clear technical reports, knowledge base articles, and incident records
• EPA Section 608 Certification or equivalent refrigeration certification
• HVAC industry certifications (NATE, HVACR, or equivalent)
• Experience with vendor management and equipment procurement processes
• Demonstrated experience mentoring and training junior technical staff
• Familiarity with preventative maintenance programs and predictive analytics
• Knowledge of industry safety standards and regulatory compliance requirements for HVAC systems
• Experience with on-call support rotation and emergency technical response