Overview

Warranty & Returns Associate
+ 50 Wentworth Ave, Londonderry, NH 03053, USA
+ Full-time
+ Legal Entity: Bosch Thermotechnology Corp.
Company Description
Robert Bosch LLC is one of the world’s largest private industrial companies. Bosch employs about 410,000 people worldwide and achieved nearly $78 billion Euros in sales in 2018. 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 Thermotechnology 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.

Job Description
Job Duties & Responsibilities:
+ Reviewing and processing warranty, new and unused, Bosch error, and damage claims [online, email, fax, letters]
+ Answering customer inquiries in a call center environment
+ Technical understanding of product, expert on warranty requirements
+ Processing registrations / knowledge of administrative warranty concept
+ Interpreting and applying warranty codes to product
+ Monitoring and updating BoschProHVAC website
+ Data entry, including creating replacement orders, return material authorizations, and credits
+ Communicating effectively with partners and customers
+ Assist in reporting to customers in a case of any query
+ Assist in development/improvement of new/existing processes for all customers
+ Work closely with Quality, Technical Support, and Customer Service departments on TQI Analysis
+ Assisting coordinators with identifying trends across all product types
+ Collecting relevant data to log and report product field failure rates
+ Introducing a new form of reporting, PDCA, to standardize performance awareness across divisions
+ Support with returns to Business Units and external suppliers
+ Collate data for a number of stakeholders and present findings and a platform that will drive improvements to reduce external failure rates
+ Works diligently to ensure department target KPIs are met
+ Participates in cross training effort to support team and other departments
+ Leverages software/computer based tools to analyze claims data, run and automate reports, and prepare presentations
+ Accountable for coordination, tasks, and deadlines, required to accomplish both long and short term strategic objectives related to assigned business initiatives
+ Other duties as necessary and assigned by supervisor
Qualifications
Basic Qualifications:
+ High school diploma or GED
+ Minimum 3+ years previous call handling and customer service experience
+ 2+ years of experience with Word, Excel and Outlook
+ Minimum of 25 WPM typing speed
Preferred Qualifications:
+ Demonstrated strong verbal and written communication skills
+ Continuous improvement mindset
+ Customer Service oriented, and conducts themselves in a polite and professional manner at all times
+ Detail-oriented and able to make independent appropriate decisions
+ Flexible, adaptable, and proactive in making changes to improve the Warranty and Returns documentation process
+ Ability to type heads up and with both hands
+ Works well with others and knows how to be a team player
+ Experienced with network based data entry SAP (or other similar Business Operating System), and Adobe experience
+ Knowledge of HVAC products
Additional Information
By choice, we are committed to a diverse workforce – EOE/Protected Veteran/Disabled.
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