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Warranty & Returns Associate
50 Wentworth Ave, Londonderry, NH 03053, USA
Full-time
Legal Entity: Bosch Thermotechnology Corp.
Company DescriptionRobert 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 DescriptionJob 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
QualificationsBasic 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 InformationBy choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.Job Location
