"Good customer service begins with good team management."
Martin talks about working as a team leader with Bosch
Reading time: 3 minutes
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 – our associates find the right solution for tens of thousands of inquiries every day.
They are trained, managed and supported by team leaders like Martin.
Martin has 56 years of life experience as well as almost 30 years of Service Center experience. He has worked as a service associate in many different sectors at many different locations. His journey took him all the way to the Philippines and back again. Over a year ago, he returned to Minnesota with a lot of expertise under his belt. As a team leader he now manages a team of 10 people. Together they support the mobility services of a major German automotive customer.
Martin's main role is team organization. He is also responsible for coaching associates. From the time of their induction he takes care of their further development. "The goal of every project is optimal performance. Our customers expect high quality from our service associates. I therefore always try to give my team my very best, so that they in turn can do their best."
"Technical expertise is important. Human expertise is even more important."
The associates in Martin's team receive countless requests every day – for everything from basic directions to acute emergencies. "The job can be pretty intense. But we are here to help people. It is a very rewarding job." As a team leader, Martin isn't just the first point of contact. He also exemplifies how a service associate should respond in a given situation. His basic rule is: "Remain calm. You'll accomplish more that way."
"At Bosch you won't be distracted."
"We help our customers to help their end customers. All processes as well as the entire environment are very clearly focused on this task. The unique atmosphere at Bosch is something truly special." Martin knows what he's talking about. In his 30 years of Service Center experience, the situation has often been very different. "I love my job – and here at Bosch I can do it very well."