Senior Tech Service Engineer III

Company Description

We Are Bosch.

At Bosch, we shape the future by inventing high-quality technologies and services that spark 
enthusiasm and enrich people’s lives. Our areas of activity are every bit as diverse as our outstanding 
Bosch teams around the world. Their creativity is the key to innovation through connected living, 
mobility, or industry. 

Let’s grow together, enjoy more, and inspire each other.  Work #LikeABosch

• Reinvent yourself: At Bosch, you will evolve
• Discover new directions: At Bosch, you will find your place
• Balance your life: At Bosch, your job matches your lifestyle
• Celebrate success: At Bosch, we celebrate you
• Be yourself: At Bosch, we value values
• Shape tomorrow: At Bosch, you change lives

Job Description

We're looking for a Senior Tech Service Engineer III to join our organization in Norman, United States. In this role, you will be responsible for delivering exceptional technical support and service to our clients and internal teams. As a Senior Tech Service Engineer, you will leverage your extensive technical expertise and customer-focused approach to resolve complex issues, mentor junior team members, and drive continuous improvement in our service delivery processes. This is an ideal opportunity for a detail-oriented professional who thrives in a fast-paced environment and is committed to maintaining the highest standards of technical excellence.

• Diagnose, troubleshoot, and resolve complex technical issues across multiple systems and infrastructure components with efficiency and accuracy
• Provide expert-level technical support and service for large tonnage rooftop equipment, including preventative maintenance, diagnostics, and performance optimization
• Provide expert-level technical support to clients and internal stakeholders, ensuring timely resolution and customer satisfaction
• Analyze system performance, identify bottlenecks, and recommend optimization strategies to enhance operational efficiency
• Document technical solutions, create comprehensive knowledge base articles, and maintain detailed records of incidents and resolutions
• Manage and prioritize service tickets using incident management systems, ensuring adherence to service level agreements
• Collaborate with cross-functional teams to implement technical solutions and coordinate with vendors for specialized support
• Mentor and provide guidance to junior technical staff, fostering professional development, training, and knowledge sharing
• Conduct root cause analysis on recurring issues and develop preventative measures to minimize future incidents; collaborate with quality and product management teams for problem resolution, product updates, and developments in control platforms
• Stay current with emerging technologies and industry best practices, continuously updating technical skill set
• Participate in on-call rotation to provide emergency technical support when required
• Manage client relationships and account support activities, ensuring high satisfaction levels and identifying opportunities for service expansion
• Develop and maintain expertise in control platform integration, configuration, and troubleshooting to support system optimization and client requirements
• Monitor and report on key performance metrics, service quality indicators, and technical support trends to management and stakeholders

Qualifications

• 7+ years of professional experience in technical service, technical support, or truck service a plus
• Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues systematically
• Infrequent travel required
• Proficiency with infrastructure technologies including servers, networks, operating systems, and cloud platforms, controls integration
• Demonstrated expertise with ticketing systems, monitoring tools, and IT service management platforms, Salesforce
• Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences
• Proven ability to work independently and collaboratively within a team environment
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines
• Experience mentoring or training junior technical staff
• Knowledge of IT service management (ITSM) frameworks and best practices, Microsoft Office, Salesforce
• Hands-on experience with large tonnage rooftop equipment, HVAC systems, and preventative maintenance procedures
• Demonstrated experience with control platform systems, integration, configuration, and troubleshooting to support system optimization
• Preferred: Relevant technical certifications, trade school training, union training, refrigerant certification
• Preferred: Experience with cloud service platforms (AWS, Azure, Google Cloud) and containerization technologies
• Preferred: Background in infrastructure automation (Bac-Net)

Additional Information

Equal Opportunity Employer, including disability / veterans 

*Bosch adheres to Federal, State, and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date. 

Your well-being matters at Bosch! We offer a competitive compensation and a benefits package designed to empower you in every area of your life. This includes premium health coverage, a 401(k) with generous matching, resources for financial planning and goal setting, ample paid time off, parental leave, and comprehensive life and disability protection. We're investing in your success!

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