Warranty and Returns Specialist

Bosch Group; Londonderry (NH); Hybrid; USD 60.000 - 78.000; Vollzeit

Benefits dieser Stelle

Health, dental, and vision plans

Health savings account (HSA)

Flexible spending accounts (FSA)

401(k) with employer match

Wellness programs

Parental leave

Paid time off

Zusammenfassung

Bosch Thermotechnology Corp. is seeking a Warranty and Returns Specialist in Londonderry, NH.

The role focuses on data entry, clarifying warranty information, and reviewing claims, while supporting Tier 2 customer service for Bosch Home Comfort in North America. You will work closely with Quality and After Sales teams on defects and total quality initiatives, with a hybrid schedule of three on-site days per week in Londonderry, NH.

Qualifikationen

• Minimum 5 years in a contact center, inside sales or account management customer support role.
• High school diploma or GED.
• Advanced computer skills navigating multiple open tabs, systems and processes.
• 3+ years experience with Microsoft Office and collaboration tools for remote work.
• Proven successful experience participating as part of a project or implementation team.

Aufgaben

• Enter data, clarify warranty information and returns policies.
• Review and approve warranty and return claims; handle escalations.
• Support continuous improvement initiatives and Tier 2 customer service.
• Collaborate with Quality and After Sales on defects and returns.
• Maintain training content in Docupedia and Master List, update warranty information.
• Assist with product launch concepts and service concepts for new products.
• Develop knowledge of Bosch Home Comfort products, SAP, and order management.
• Provide training on policies to internal/external customers.

Kenntnisse

Advanced problem solving

Analytical thinking

Communication skills

Project experience

Team player

Prioritization

Ausbildung

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

SAP

BST

FHP

Online Tools

Jobbeschreibung

• Legal Entity: Bosch Thermotechnology Corp.

Company Description

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.

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.