Lab Tech II - Customer Quality
Listed on 2026-01-12
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IT/Tech
Technical Support, HelpDesk/Support
BSH Home Appliances Corporation – Top Employer US 2024
Tomorrow is our home.
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. As a leading manufacturer of home appliance brands Bosch, Gaggenau, and Thermador, we prioritize having a consumer centric mindset and creating positive experiences for the consumer throughout all interactions with our products and services.
Join us now and give your career a home.
You Belong Here.
New Bern, NC / Full-time
Your responsibilitiesThe purpose of this position is to support BSH Home Appliances’ refrigeration products by providing advanced technical analysis, troubleshooting, and root cause investigation of customer-returned units and field issues. This role serves as a critical link between Customer Service, Quality, Engineering, and Sales by identifying product failures, recommending corrective actions, and supporting continuous improvement efforts to reduce customer complaints, avoid unnecessary exchanges, and improve product reliability and customer satisfaction.
- Communicate with customer service regarding customer complaint issues, troubleshooting, and sometimes customer relations.
- Make suggestions for repair to customer service in order to avoid exchanged appliances, when not possible request units back to New Bern quality lab for analysis.
- Receive returned units to New Bern quality lab:
Inspect, log to inventory, label with inventory number, and secure onto cart. - Analyze returned units to find the root cause of the failure (if any). Repair units and write report on findings.
- Monitor and report regularly on status, trends and targets for refrigeration products and issues relevant to refrigeration.
- Follow safety related to working with refrigeration systems and electrical components.
- Assist with spare part location and shipping to customer or customer service as needed.
- Close cooperation with other individuals and groups as necessary for extended testing and failure replication.
- Support Customer Service and Sales-Marketing force in terms of training and technical know-how.
- Support technical improvements for refrigeration products.
- Maintain lab equipment and assure safe and proper function of equipment during and outside of normal working hours.
- Perform the virtual and onsite visit to the customer together with CuS technicians
- Perform all other duties as assigned.
- High-School Diploma – Required
- Two-Year College (Engineering or Technical Field) – Preferred
- 3-5 Years of Experience (Development, Production, or Customer Service, specifically in cooling appliances) – Required
- 5-7 Years of Experience (Development, Production, or Customer Service, specifically in cooling appliances) – Preferred
- Good communication (written and verbal) and interpersonal skills, ability to lead live and online meetings.
- Good mechanical aptitude and electrical knowledge
- Strong cooling sealed system trouble shoots, problem solving skill set, attention to detail, and root cause analysis.
- Ability to move heavy appliances assisted and unassisted.
- Experience with hand tools, power tools, fork truck, appliance dolly, measuring tools and gages, and multi-meters
- Proficiency with MS Office (Excel, Word, PowerPoint) required.
- Experience with Power BI, Pivot Tables, and Quality Data Software preferred.
- Familiar with SAP (used for BSH customer service system) preferred.
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…
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