Manager, Luxury Install & Service Gaggenau
BSH Home Appliances
Manager, Luxury Installation & Service Gaggenau
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.
Your responsibilities
The Luxury Installation and Service Manager is responsible for overseeing the installation and ongoing maintenance of high-end residential luxury home appliance products. This role combines technical expertise, project management, and exceptional customer service skills to ensure that installations and services meet the highest standards of quality and customer satisfaction.
Monitor the delivery of customer service excellence through BSH's technicians, installers, and third-party service providers
Participate and offer insight for the development of the field service and installation strategies with a focus on elevating the luxury experience
Create processes and standards that align with safety regulations and industry standards, while maintaining a competitive advantage when delivering a high level of customer satisfaction
Implement KPI standards and identify areas for improvement to enhance productivity
Continuously monitor the quality of service and installation while maintaining profitable growth to ensure services meet the company's high standards and customer expectations
Maintain up-to-date knowledge of industry trends, product innovations, and installation techniques
Lead teams (in-person and virtually) by providing guidance, training, and support to ensure excellence in execution
Facilitate and present training at key regional, distributor, and national account events as required
Provide insight and content for product and luxury selling curriculum development
Add value to Gaggenau concierge sales support for dealers, developers, design firms, and BSH sales colleagues
Participate in future product development as required by providing insights and training intelligence
Work collaboratively to support and foster client relationships by partnering with Gaggenau Sales Managers, District Sales Managers, Builder Sales Managers, and Gaggenau Dealer Sales Associates
Occasionally conduct site visits to assess customer needs, provide recommendations, and finalize installation plans
Attend global training events, and translate training content for use in regional markets
All other duties as assigned
Your profile
High-School Diploma – Required
Bachelor's degree - Preferred
7-10 Years of Experience (Leadership, Entrepreneur, Luxury Customer Service, Field Service, or Installation) – Required
3-5 Years of Experience (Technical Training) – Required
Proficient in service and installation techniques for high-end products, and bespoke installations is a plus
Must have a solid knowledge of the Gaggenau brand and products, as well as those of competitors
Exceptional interpersonal skills, with a strong focus on customer satisfaction
Ability to communicate effectively and present to small, medium, and large audiences
Strong presentation skills for facilitating and delivering training in an engaging fashion
Self-motivated and able to thrive in both a team and a highly autonomous setting
Performs well in high-pressure situations to quickly resolve technical issues and manage challenging customer situations
Conduct oneself as a professional representative of luxury brands with energy, enthusiasm, and a commitment to quality
Direct working knowledge of the luxury household appliance industry and overall luxury design industry
Strong attention to detail with an emphasis on prioritization and organization of multiple projects
Excellent communicator in English, verbal and written form
Proficiency in multiple languages is an asset, particularly for international clients and colleagues (preferred, not required)
Strong computer skills including proficiency in Microsoft Office products (Microsoft 365, MS Teams, Outlook). Education and/or strong career experience in spatial planning and kitchen design a plus
Current valid driving license
Must live within 2 hours of a major airport
Must live within assigned territory/region
Ability to travel multiple days / weeks away from home
Travel Percentage – 50%
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
At BSH we appreciate everyone's uniqueness and value diversity as key for our business success. By including everyone and ensuring equal opportunities we unleash our full potential - EOE / AA Employer. This position is eligible for the Employee Referral Bonus program. We participate in E-Verify.