Warranty and Returns Specialist

Bosch Group•Londonderry, NH

8h•Hybrid

About The Position

The Warranty and Returns Specialist provides Tier 2 customer service to consumer and business customers for Bosch Home Comfort in North America. The role handles data entry, clarifies warranty information and returns policies, reviews and approves warranty and return claims, resolves customer escalations, and supports continuous improvement initiatives. Specialists work with Quality and After Sales departments on quality issues, defective returns, and Total Quality initiatives. The role contributes to developing next-generation customer support through automation, self-service, artificial intelligence, and multi-channel live-agent support. The position follows a hybrid schedule, with three days per week on-site in Londonderry, New Hampshire.

Requirements

High school diploma or G.E.D.
Minimum of 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.
At least 3 years of experience with Microsoft Office (Word, Excel, and PowerPoint) and experience using collaboration tools for remote work, such as Skype and Teams.
Successful experience participating as part of a project or implementation team.
U.S. work authorization; future sponsorship for work authorization is unavailable.

Nice To Haves

Bachelor’s degree in Business Management, Psychology, Communications, Marketing, or a related field.
Subject matter expertise in Bosch HCNA Warranty and Returns and 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, able to manage priorities, meet deadlines, and drive continuous improvement.
Excellent verbal and written communication skills, demonstrating empathy, professionalism, and confidence.
Proficiency in Bosch systems and tools, including SAP, Online Tools, BST, and FHP, and adaptability in changing environments.

Responsibilities

Identify customer and team experience pain points, address immediate customer concerns, and participate in continuous improvement initiatives using advanced problem-solving and communication skills.
Assist Tier 1 Warranty and Returns with escalated requests concerning claim eligibility, credit and order status, and other inquiries through phone, online, fax, and letters.
Monitor and administer claims from automated or manual submission through credit posting and/or receipt of shipment at the customer’s address.
Create and maintain training and work-instruction documents in HCNA’s Docupedia and Master List repositories.
Keep the Aftermarket Resource Center and Warranty at a Glance tool updated with accurate warranty and product information.
Participate in product launch projects and create Service Concepts for new product launches.
Use data and investigation tools to support initiatives that improve customer experience, efficiency, accuracy, and team performance.
Support opportunities to improve profitability through process improvement and direct sales opportunities.
Develop specialized knowledge of Bosch Home Comfort products, services, and systems, including warranty terms, technical knowledge, quality initiatives, automation, SAP, and order management.
Follow program guidelines and processes for Call Quality and Order Accuracy.
Train internal stakeholders and external customers on warranty and returns policies and processes.
Perform other duties and responsibilities as necessary.