Warranty and Returns Specialist

Boschgroup; Londonderry (NH); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

HSA

FSA

401(k) with match

Wellness programs

Life insurance

Long-term disability insurance

Paid time off

Parental leave

Job summary

Bosch Home Comfort North America seeks a Warranty and Returns Specialist for hybrid work in Londonderry, NH. You will handle claims, escalate issues, and support continuous improvement across warranty, returns, and service concepts.

You will partner with Quality and After Sales to align processes, drive automation, and enable next-generation customer support with data-driven insights.

Qualifications

• High school diploma or GED required.
• Minimum 5 years in a contact center or related customer support role.
• Advanced computer skills and ability to navigate multiple tabs.
• 3+ years of Microsoft Office experience and collaboration tools (Skype, Teams).
• Experience as part of a project or implementation team.

Responsibilities

• Identify customer pain points and participate in continuous improvement.
• Assist Tier 1 with escalated warranty/return inquiries.
• Monitor claims from submission to credit posting or shipment.
• Create and maintain training materials in Docupedia and Master List.
• Update Aftermarket Resource Center and Warranty at a Glance data.
• Support product launch projects and develop service concepts.
• Use data to drive efficiency and accuracy in CX and team performance.
• Support profitability through process improvements and sales opportunities.
• Develop knowledge of Bosch HCNA products, warranty terms and systems (SAP, etc.).
• Provide training on warranty and returns processes to stakeholders.

Skills

Customer service

Problem solving

Data analysis

Communication

Team collaboration

Education

High school diploma or GED

Bachelor's degree (preferred)

Tools

Microsoft Office

SAP

BST

Online Tools

FHP

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.

Location

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

Minimum 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.

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.