Mobile Communication Services Product & Services Owner (Hybrid Schedule)

Company Description

Do you want beneficial technologies being shaped by your ideas? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology - with us, you will have the chance to improve quality of life all across the globe. Welcome to Bosch.

Job Description

• Mobile Communication services responsible for North America
• Active member of Global Cellular Services Board to discuss and define technical implementations and drive strategy towards regional needs
• Work within the company procurement process to run Tender/RfP
• Regional Governance for Cellular Services in North America
• Vendor Management
• Local Stakeholder management
• Support Carve Out & Merge&Acquisitions withing Cellular services domain in North America
• Telecom Expenses Management Liaison with Cellular Services domain
• Orchestrate the collaboration with other business unites and departments
• Take responsibility for economic success-plan necessary resources, forecast financials and ensure first in class quality/price relation based on requirements
• Be accountable for all commercial aspects
• Manage turn-in of devices for terminated employees. Develop and create documentation that includes conceptual descriptions, task-based procedures, configurations, installations and reference information.
• Manage the lifecycle of IOS mobile devices.
• Support Asset Management policies and processes.
• Analyze call data and work with the team lead and customer to continually improve processes.
• Perform review and analysis of vendors invoices for billing charges and dispute errors
• Analyzing problems/situations and understand problem impact on customer business.
• Responding to customer queries and provide timely resolutions to customer issues.
• Maintaining positive customer relationships, even in severe situations. Logging all related activities for each customer query and handling customer data securely.
• Utilize ITIL best practices to enhance and optimize the services provided to end users.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience
• 5-7 years of experience in an IT support environment supporting mobile devices (i.e. iPhones, iPads and Hot Spots).
• Proficient in configuration and management of mobile devices, such as tablets and phones (iOS).
• Knowledge of Asset Management concepts and practices, including MDM Software.
• IT Service Management (Asset, SLA, Service delivery, KPIs, Ordering Management, Change Management, Incident management)
• Vendor Management (Contract, scalation, tender, OPL handling, vendor Lifecyle)
• Mobile technology enthusiastic (devices, apps, technology, wearables)
• Previous proven experience with Cellular Services Management & Vendor Management
• Customer Service Orientation with the ability to work calmly and professionally.
• Excellent troubleshooting abilities and methodology.
• Strong oral and written communications skills.
• Ability to work independently and as a member of a team.
• Detail oriented and organized. Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes, and updates.
• The management of assets to include cataloging all smart phones in inventory and making sure they have the appropriate asset tag; and cataloging all assets and their assigned user.
• Use Remedy ticketing system to work and track customer’s requests for service and trouble incident tickets, managed in one or more associated Mobile queues.
• Resolve customer issues effectively or escalate to management when needed.

Additional Information

All your information will be kept confidential according to EEO guidelines.

We have a balanced hybrid working model to ensure you get the flexibility you need, and the successful candidate will spend their time between working in the office and working from home.

Total Rewards Insights:

• Base salary is determined on several factors, including, but not limited to, work experience and job knowledge, complexity of the role, job location, etc. You and your recruiter can discuss salary expectations for this position during the interview process. This position may be eligible for an annual bonus.
• In addition to your salary, Bosch offers a comprehensive benefits package that includes health, dental, and vision plans; health savings accounts (HSA); flexible spending accounts; 401(K) retirement plan with an attractive employer match; wellness programs; life insurance; short and long term disability insurance; paid time off; parental leave, adoption