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Form of workRobert Bosch LLC is one of the world's largest private industrial companies. Bosch is developing and manufacturing products within the automotive, consumer goods and business industrial sectors. Bosch Automotive is the largest automotive supplier in the world, producing parts and systems for the entire vehicle. Bosch Home Comfort produces systems like Geothermal water source heat pump systems, Variable refrigerant flow air conditioning, hydronic boiler and water heating, connected thermostats and combined heating a power generation systems
Welcome to Bosch!
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 provides 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 TQI initiatives.
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 Docupedia and Master List repositories.
Ensures Aftermarket Resource Center and Warranty at a Glance tools 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.
Other Workplace Considerations:
This is not a dedicated work from home position and requires the candidate to live in a commutable distance from our Londonderry NH facility.
Ability to work a shift between 8AM to 6 PM, Monday - Friday.
Up to 10% travel may be required (mainly domestic, with international travel possible)
Basic Qualifications:
5+ years of experience in a contact center, inside sales or account management Customer Support role in a product based industry
3+ years of 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)
3+ years of experience participating as part of a project or implementation team
High school diploma or GED
Preferred Qualifications:
College degree
Demonstrated subject matter expertise in critical strategic areas for Bosch Home Comfort Warranty and Returns
Team Player with positive collaborative attitude and comfortable with building strong professional peer relationships
Outstanding problem solving and critical thinking skills
Willingness to take initiative and challenge the status quo with a focus on finding solutions
Self-directed with the ability to problem solve in a positive, productive manner and meet project timelines and requests
Strong analytical skills with the ability to evaluate, develop, and deliver alternative courses of action
Ability to exhibit patience and empathy and express assurance and confidence
A positive attitude and mindset to achieve individual and team goals
Ability to communicate effectively, both orally and in writing
Experience in the Heating and Cooling Industry (HVAC)
Experience with Bosch tools, products and systems (i.e. SAP, Online Tools, BST, FHP)
Comfortable with change and leading from where you are
Order entry and order management experience
The U.S. base salary range for this full-time position is $50K - $52K. Within the range, individual pay is determined based on several factors, including, but not limited to, work experience and job knowledge, complexity of the role, job location, etc. Your Recruiter can share more details about the specific salary range for this position during the interview process.
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; short and long term disability insurance; paid time off; parental leave, adoption assistance; and reimbursement of education expenses. Learn more about our full benefits offerings by visiting: https://www.myboschbenefits.com/public/welcome. Pay ranges included in the postings generally reflect base salary; certain positions may include bonus, commission, or additional benefits.
No relocation assistance available.
Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.
By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled
