Warranty Operations Manager

Here is what you will be doing as part of the team:

Business Title: Warranty Operations Manager

Objective:

The Operations Warranty Manager working in concert with the branches, manufacturers, and accounts receivable will design and implement new warranty procedures, work with vendors to ensure efficient receipt of credits and control the workflow, within the Warranty and Service Department.

About Us

Job Requirements

Duties and Responsibilities:

• Lead and Manage Warranty Operations: End to end owner of warranty submission and tracking. Serves as the operations subject matter expert in the submission and handling of warranty claims.
• Support Operations in the Field: Provide comprehensive support to Sales Centers, regions and divisional leadership in addressing warranty and vendor-related issues to ensure swift and satisfactory resolutions.
• Collaborate with Accounts Receivable Warranty Team: Work closely with the Accounts Receivable Warranty team to address and resolve open warranty claims promptly and effectively.
• Teach and Train: In coordination with Operations Training team, prepares and executes warranty training for the field, coaches SCMs and warranty associates on best practices.
• Utilize Vendor Portals: Efficiently use vendor portals to monitor, track, and follow up on open claims and returns.
• Vendor Communication: Maintain clear and effective communication with vendors regarding the status of warranty claims and vendor returns, working collaboratively to resolve any open issues promptly.
• Monitoring Status: Maintains consistent management of warranty statuses across the organization, works to reduces backlog of warranty claims, and identifies potential issues before they arise.
• Issue Resolution: Proactively troubleshoot and resolve any issues during the warranty claims and returns process, maintaining smooth operations.
• Cross Divisional Collaboration: Works inter-divisionally to improve processes, improve efficiency and ensure accurate credit tracking and receipt of warranty issues.
  
  

In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.

Required Qualifications:

• Exceptional ability to plan, manage and execute multidisciplinary projects
• 3+ years of experience developing and facilitating training
• Demonstrated excellence in customer service, with a strong ability to follow through on tasks and commitments
• Strong capability to manage multiple tasks effectively in a dynamic and fast-paced work environment with competing priorities.
• A technology acumen with proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and the ability to quickly learn new software tools.
• Proven supervisory or management experience, with a track record of successfully leading and motivating teams.
  
  

Preferred Qualifications:

• HVAC industry and/or Warranty Management experience is a plus.
• Bachelor’s degree in Business or related field is preferred.
  
  

Work Environment Details: Hybrid Schedule, working 2 days minimum at the

office/branch a week.

Physical Demands

Demand Frequency

Sedentary – Lifting 0-10 pounds Occasional

Light Lifting – 10-20 pounds Never

Moderate Lifting – 20 to 50 pounds Never

Heavy Lifting – 50 to 100 pounds Never

Pulling/Pushing, Carrying Never

Reaching or working above shoulder Never

Walking Occasional

Standing Occasional

Sitting Constant

Stooping Never

Kneeling Never

Repeated Bending Never

Climbing Never

Desk Work/Computer use/Telephone use Constant

Operating a motor vehicle Never

Operating a commercial vehicle Never

Operating warehouse equipment, forklift, baseloid lift etc Never

Other – Talk, Drive, visit customers etc. Occasional

EEO Statement:

Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color , race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.