Warranty and Returns Specialist

Warranty and Returns Specialist

Location:

Londonderry, NH (Hybrid)

Full‑time, Starting date:
According to arrangement. Legal entity:
Bosch Thermotechnology Corp.

• 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.
• Provide Tier 2 Customer Service to consumer and business customers for Bosch Home Comfort in North America, contributing to shaping next‑generation customer support through automation, self‑service, artificial intelligence, and multichannel live agent support.
• Work closely with Quality and After Sales departments to review quality issues, defect returns, and Total Quality initiatives.
• Use advanced problem‑solving and communication skills to identify customer and team experience pain points, address immediate customer concerns, and participate in continuous‑improvement initiatives.
• Assist Tier 1 Warranty and Returns with escalated requests for claim eligibility, credit, order status, and other inquiries (phone, online, fax, letters).
• Monitor and administer claims from submission (automated and manual) to credit posting and/or receipt of shipment at customer address.
• Create content and maintain training and work‑instruction documents in HCNA’s Docupedia and Master List repositories.
• Ensure 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 drive initiatives that 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 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.

• 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 collaboration tools for remote work (Skype, Teams).
• Proven successful experience participating as part of a project or implementation team.

• 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.

Equal Opportunity Employer, including disability / veterans. Bosch adheres to Federal, State, and Local laws regarding drug‑testing. Employment is contingent upon successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.

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

In addition to 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 employer match; wellness programs; life insurance; long‑term disability insurance; paid time off; parental leave. Pay ranges are generally included in postings; certain positions may include bonuses or additional benefits.

Apply now using the Bosch hiring portal. If you are selected for an interview, our HR team will contact you for next steps. Upon hiring, you will receive an employment contract and pre‑onboarding instructions.