Warranty and Returns Specialist

Job Title

Warranty and Returns Specialist

Londonderry, NH (Hybrid – 2‑3 days per week)

Full‑time. Start date based on arrangement.

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 role also provides Tier 2 customer service to consumer and business customers for Bosch Home Comfort in North America.

• 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.
• Create 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 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.

• 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.

Indefinite U.S. work authorization required. Future sponsorship for work authorization unavailable.

Bosch is a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin or ancestry, age, disability, veteran status, genetic information, or any other protected class.

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.