Warranty Area Service Manager

Hunton Services is seeking a detail-driven and service-focused Warranty Area Service Manager (ASM) to lead and manage all warranty operations within our Service Department. In this role, you will oversee the full warranty lifecycle-identification, validation, documentation, claim submission, and recovery-while ensuring compliance with company, OEM, and customer standards.

The Warranty ASM works closely with Resource Coordinators, Field Supervisors, Technicians, Project Managers, and OEM partners to deliver exceptional customer service, maximize warranty recovery, and maintain operational excellence.

Come work for an industry leader that has been recognized both locally and nationally as one of Top Places to Work!

Responsibilities:

Leadership & Team Support

• Provide daily directions to Resource Coordinators and field teams on warranty workflows and priorities.
• Train and develop teams on warranty entry, documentation standards, OEM requirements, and claim closeout procedures.
• Lead regular review meetings to track open claims, documentation quality, and backlog status.
• Serve as the point of escalation for all warranty-related issues.
• Support coaching, accountability, and performance improvements within all warranty functions.

Warranty Process Management

• Oversee the complete warranty lifecycle from validation through reimbursement.
• Ensure accuracy of work orders, notes, time entries, and warranty coding.
• Verify eligibility and ensure all required documentation (photos, serial/model info, technician notes, etc.) is complete.
• Maintain targeted claim cycle times and drive backlog reduction.
• Ensure claim files meet internal and OEM audit requirements.

Customer & Vendor Collaboration

• Act as the internal and external liaison for warranty claim progress and issue resolution.
• Communicate directly with OEMs, manufacturers, and third-party administrators to secure approvals and reimbursement.
• Provide clear, consistent updates to internal teams and customers.
• Support customer satisfaction through proactive communication and problem resolution.

Operational Alignment

• Partner with Area Service Managers, Field Supervisors, and Technicians to ensure scope and documentation align with warranty standards.
• Coordinate with Resource Coordinators to schedule and execute warranty work efficiently.
• Conduct weekly WIP and backlog reviews with leadership.
• Work with Accounting on claim reconciliation and timely payment collection.
• Monitor labor, travel, and material cost coding to ensure financial accuracy.

Key Performance Metrics

• Warranty Claim Cycle Time: Meets established filing and close-out timelines.
• Warranty Recovery Rate: Achieves or exceeds portfolio targets.
• Backlog Reduction: Demonstrates consistent month-over-month progress.
• Documentation Compliance: Ensures adherence to workflow and quality standards.

Work Rhythm

Daily: Review new service calls for warranty applicability, validate documentation, support RCs with escalations, and communicate claim progress.

Weekly: Lead backlog/WIP reviews, engage OEM partners, review documentation quality, and evaluate cycle-time performance.

Monthly: Report key warranty metrics, review process improvement opportunities, and align performance with business goals and recovery forecasts.

Qualifications

• Minimum 3 years of experience in HVAC service operations, dispatch coordination, or service administration.
• Strong understanding of OEM warranty programs and documentation requirements.
• Proficiency with service management software (WennSoft preferred).
• Demonstrated leadership skills with the ability to coach and drive accountability.
• Excellent communication, organizational, and problem-solving abilities.
• Customer-focused mindset with strong attention to detail.

Core Competencies

• Leadership & Accountability
• Process Discipline
• Clear & Professional Communication
• Customer Focus
• Cross-Functional Collaboration
• Continuous Improvement

Position Expectations

The Warranty ASM will provide strong operational leadership, ensure accuracy and efficiency across all warranty processes, and drive improvements in cycle time, documentation quality, financial recovery, and customer satisfaction.