Gaggenau Field Service Technician

Gaggenau Field Service Technician

Los Angeles, CA/ Full-time

At BSH, People Matter. Bring your unique skills, capabilities, and experiences to our dynamic teams where your contributions will drive our innovation culture. We strive to be a workplace that values people and supports opportunities for continuous professional and personal growth. Join us now and give your career a home. You Belong Here.

Your Responsibilities

The Gaggenau Field Service Technician is responsible for delivering exceptional in-home service for Gaggenau luxury appliances, ensuring first-time resolution of repairs, supporting installations, and upholding the premium brand image through exemplary customer interactions.

• Perform in-home repairs on Gaggenau appliances, address customer concerns in accordance with company guidelines, educate customers on the correct operation of Gaggenau appliances to ensure optimal use and long-term satisfaction and deliver an exceptional service experience that reflects the standards of a luxury brand.
• Respond to additional customer needs as required to meet productivity, performance targets, and customer response goals.
• Diagnose faults across the Gaggenau product range and carry out required rectification.
• Execute product modifications and perform maintenance tasks as needed.
• Assist with on-site installation of Gaggenau products, supporting internal and external installation teams to ensure correct and compliant installation.
• Maintain Gaggenau equipment, tools, and van stock in proper working condition and in line with company requirements. Uphold the Gaggenau luxury brand image in conduct, communication, and presentation.
• Report unusual defects to the Technical Manager and Gaggenau Luxury Install/Service Manager via the approved notification process.
• Carry out repairs on stock appliances held in retailers' premises.
• Maintain high standards of in-home service quality, communication accuracy, and professionalism.
• Actively promote service offeringsincluding accessories, service plans, and maintenance productsand identify additional customer solutions.
• Support escalated customer issues between Field Service, the Contact Center, Sales, and the Gaggenau Luxury Install/Service Manager.
• Build strong working relationships with the call center and Gaggenau field support teams.
• Strive for high Net Promoter Score (NPS) performance through positive customer engagement.
• Conduct dealer, designer, contractor, and customer visits to strengthen service relationships.
• Handle customer data with confidentiality and in compliance with company standards.
• Attend training courses and review all technical communications to maintain up-to-date product knowledge.
• Contribute consistently to team success through punctuality, professionalism, and reliable attendance.
• Perform additional job duties and tasks as required.

Your Profile

3-5 years appliance repair experience Required

Two-year college or equivalent required

Excellent customer relations skills

Functional basic math skills

Ability to explain repairs to customers in an understandable and logical manner

Ability to make sound fact-based decisions in the company's best interest

Excellent verbal and writing skills

Must be a self-starter and be able to work independently with minimal supervision

Continuous updating of progress to Managers in regards to service requests

Strong Microsoft office skills as well as Outlook.

Maintenance of company provided van

Valid driver's license and clean driving record

Ability to use all assigned hand and power tools issued by the company

Ability to lift to 50 pounds or more.

Your Pay & Benefits

The pay range posted for this position is based on the location noted in the posting title. Exact compensation offered may vary based on your specific skillset and work location. If the position is bonus or incentive eligible then the payments range from 0% to 200% of target with details laid out within the plan document.

Benefits offered include the following:

• Medical, dental, vision, life insurance, short and long term disability benefits, employee assistance program (EAP), Healthcare and Dependent Care Flexible Spending Accounts (FSA), and Health Savings Account (HSA) participation starting on the first day of the calendar month following date of hire.
• Wellness Plan that allows participating employees to earn lower medical care premiums.
• 401(k) Retirement Plan starting on the first day of the calendar month following 30 days of service. The plan provides a fully vested 100% employer match on the first 4% of compensation contributed and also includes an annual employer-funded profit sharing contribution dependent on company profitability.
• Two weeks of paid vacation for all non-temporary status new hires below Director level positions. Vacation entitlement increases based on years of service with BSH.
• Unlimited paid vacation for all Director and above level positions.
• The greater of (a) 40 hours of paid sick leave or (b) state or local minimum requirements for paid leave (Non-Production Line).
• 40 hours of paid personal leave (Production Line).
• 12 days of paid holidays per year (max 8 hours paid per day).
• Adoption Reimbursement Program, Perks at Work, and BSH Employee Purchase Program.
• BSH provides ongoing product training, uniforms, computer tablet, cell phone and a company vehicle for eligible positions.

Further Information

Please visit career.bsh-group.com and learn about what makes BSH a Top Employer!

BSH is an equal opportunity employer and does not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, military service, or any other protected class. By including everyone and ensuring equal opportunities, BSH unleashes its full potential - EOE / AA Employer.

This position is eligible for the Employee Referral Bonus program.

We participate in E-Verify.