"You have to be very patient. And then act quickly."
Jessie talks about working as a service agent at Bosch
Bosch Service Solutions offers a comprehensive range of services. We organize and support the inbound channels for our external partners and internal Bosch customers around the world. Competent information, complex booking processes or fast emergency support – we find the right solution for tens of thousands of inquiries every day.
Meet Jessie, a service associate from the Philippines, and find out why person-to-person communication is sometimes still the best technology.
Jessie works as a service associate at our location in the Philippines. He has been handling inquiries relating to Bosch security technology for four years.
Jessie describes himself as "an international troubleshooter". From the 30th floor of the Bosch Service Center in Manila Bay, it isn't just his view that extends far across the sea. He resolves problems half way round the world from here. Every day he gets calls from Vietnam, Japan, Australia with service inquiries relating to Bosch camera technologies – in other words, security systems – most of which have to be resolved quickly. Jessie attended special training at the Bosch Training Center in Singapore to handle these often complex inquiries.
"Challenges are enjoyable when you've been trained to overcome them."
Jessie feels he is challenged professionally. However, because he was well trained for his role, he doesn't feel stressed. In fact, being able to help resolve problems makes him feel good, even on days when he has to deal with a large number of inquiries. Jessie has a very simple formula: "Problems are there to be solved. I learn a great deal from them. And I can use what I've learned to help people quickly."
The things that Jessie likes most about his job are the structured approach to work, the clear processes, and the well-established network in all locations. "The good organization that exists at Bosch means that I'm free to concentrate on my actual work. I'm a service provider. The better I do my job, the more satisfied my customer is at the end of the day."
"Bosch is like my second home."
"I drive 31 kilometers to work every day. In Manila, that's a very long distance. But for me it doesn't feel like going to work, it's more like traveling to my second home." Jessie says that Bosch has given him more than just a job. "Here I have the freedom to work independently. This freedom and the confidence that you gain are very special. They are what makes the job here "my" job.