Warranty and Returns Specialist

Company Description

Robert 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!

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 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) 

Qualifications

Basic Qualifications:

• 5+ years in a contact center, inside sales or account management customer support role
• 3+ years of 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)
• 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 HVAC/ Hydronic Heating Industry
• Experience with Bosch tools, products and systems (i.e. SAP, Online Tools, BST, FHP)
• Comfortable with change and leading fr