Warranty and Returns Specialist

Bosch; Londonderry (NH); Hybrid; USD 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision plan

HSA

401(k) match

Wellness program

Life insurance

Paid time off

Parental leave

Zusammenfassung

Bosch is seeking a Warranty and Returns Specialist in Londonderry, NH, to manage data entry, policy clarifications, claim reviews, and escalation handling. You will support Tier 2 customer service for Bosch Home Comfort in North America and contribute to automation and self-service improvements.

The role involves collaboration with Quality and After Sales teams, documentation updates, and participation in product launch projects. A hybrid schedule is available with three days on-site weekly.

Qualifikationen

• High school diploma or GED required; bachelor’s degree preferred.
• Minimum 5 years in a contact center, inside sales or account management role.
• Strong computer skills and experience with MS Office and remote collaboration tools.

Aufgaben

• Handle warranty and returns claims, review policies, and approve or escalate as needed.
• Provide Tier 2 customer service across multiple channels.
• Create and maintain training documents and knowledge resources.
• Support quality initiatives and data-driven process improvements.
• Collaborate with Quality and After Sales teams on product issues.

Kenntnisse

Advanced computer skills

Communication skills

Project experience

Team player

Ausbildung

High school diploma or GED

Bachelor's degree preferred

Tools

SAP

MS Office

Online Tools

BST

FHP

Jobbeschreibung

Company Description

We Are Bosch.

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our areas of activity are every bit as diverse as our outstanding Bosch teams around the world. Their creativity is the key to innovation through connected living, mobility, or industry.

Let's grow together, enjoy more, and inspire each other. Work #LikeABosch
Reinvent yourself: At Bosch, you will evolve.
Discover new directions: At Bosch, you will find your place.
Balance your life: At Bosch, your job matches your lifestyle.
Celebrate success: At Bosch, we celebrate you.
Be yourself: At Bosch, we value values.
Shape tomorrow: At Bosch, you change lives.

Job Description

The Warranty and Returns Specialist is responsible for data entry, clarifying warranty information and returns policies, reviewing and approving warranty and return claims, handling and resolving customer escalations, and supporting continuous improvement initiatives. The Warranty and Returns Specialist also provide Tier 2 Customer Service to consumer and business customers for Bosch Home Comfort in North America. This role contributes to shaping next generation customer support through automation, self-service, artificial intelligence, and multi-channel live agent support. Specialists will work closely with Quality and After Sales departments when reviewing quality issues & defective returns, and on Total Quality initiatives.

Responsibilities:

• Use advanced problem solving and communication skills to identify customer and team experience pain points, take care of immediate customer concerns, and participate in initiatives for continuous improvement.
• Assist Tier 1 Warranty and Returns with escalated requests for claim eligibility, credit and order status, and other inquiries as needed (phone, online, fax, letters).
• Monitor and administer claims from submission (automated and manual) to credit posting and/or receipt of shipment at customer address.
• Creates content and maintains training and work instruction documents in HCNA's Docupedia and Master List repositories.
• Ensures Aftermarket Resource Center and Warranty at a Glance tool are updated with accurate warranty and product information.
• Participate in product launch projects and create Service Concepts for new product launches.
• Use data and other investigation tools to help drive initiatives to improve efficiency and accuracy for customer experience and team performance.
• Support opportunities to drive profitability through process improvement and direct sales opportunities.
• Develop specialized knowledge of Bosch Home Comfort products, services and/or systems. (Warranty Terms, Technical Knowledge, Quality Initiatives, Automation, SAP, Order Management, etc.)
• Adhere to program guidelines and processes for Call Quality and Order Accuracy.
• Provide training on warranty and returns policies and processes to internal stakeholders and external customers.
• Perform other duties and responsibilities as necessary.

Hybrid schedule: 3 days a week on-site in Londonderry, NH

Qualifications

• High school diploma or G.E.D
• Minimum 5 years in a contact center, inside sales or account management customer support role.
• Advanced computer skills, including navigating multiple open tabs, systems and processes
• 3+ years of experience with Microsoft Office (Word, Excel, Powerpoint) and experience using collaboration tools for remote work (Skype, Teams)
• Proven successful experience participating as part of a project or implementation team

Preferred Qualifications:

• Bachelor's degree in Business Management, Psychology, Communications, Marketing, or related field.
• Subject matter expertise in Bosch HCNA Warranty and Returns with strong HVAC/Hydronic Heating industry experience.
• Strong analytical, critical thinking, and problem-solving skills with the ability to develop effective solutions and alternative courses of action.
• Self-motivated team player with a proactive mindset, capable of managing priorities, meeting deadlines, and driving continuous improvement.
• Excellent verbal and written communication skills, demonstrating empathy, professionalism, and confidence.
• Proficient in Bosch systems and tools, including SAP, Online Tools, BST, and FHP; adaptable and effective in changing environments.

Additional Information

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.

Additional information

In addition to your base 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; long term disability insurance; paid time off; parental leave. Pay ranges included in the postings, when included, generally reflect base salary; certain positions may include bonus, or additional benefits.

Equal Opportunity Employer, including disability / veterans

*Bosch adheres to Federal, State, and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.

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