Service & Warranty Manager

About The Role

This position is expected to provide high quality customer care during the warranty Phase. Leads the service & warranty team including service technicians in resolving service and warranty claims expediently to ensure a high level of customer satisfaction that reflects the company's core values and guiding principles. The position works collaboratively across all functions to ensure customer issues are mitigated and resolved promptly. Must have a high sense of urgency to resolve service issues, to be able to work independently while exercising good judgement in problem solving, and to take proactive steps to prevent similar issues from recurring in the future.

What You’ll Do

• Create objectives for the department, ensure the team is motivated and lead by example reflecting the core value of the company.
• Cultivate a culture of customer care and maintain a positive customer relationship with great reviews from customers.
• Develop and implement a clear policy and procedure in relation to the handling of warranty claims and ensure that this is communicated to all stakeholders.
• Oversee the entire warranty process, from initial customer contact to completion of repairs and follow-up. Strive to provide customers with prompt resolutions.
• Create a customer satisfaction survey, matrix, benchmark, and analysis to track improvements in our customer service level. '
• Ensure warranty work is performed according to established quality standards and within agreed- upon timeframes.
• Maintain accurate records and documentation of warranty claims, repairs, and resolutions.
• Stay updated on industry best practices and trends related to warranties and customer satisfaction.
• Create annual department goal's and budget, in alignment with the company's financial and operational objectives.
• Perform root cause analysis and proactively with plant managers, dealers, installers, sales team to address issues and implement preventative measures.
• Present monthly data and analysis of areas of warranty claims to senior management.
• Conduct product and service training to team members, dealers, installers, and partners in ways to minimize future potential service & warranty issues.
• Schedule and assign jobs and work areas to service technicians according to their skills and knowledge.
• Review service requests for completeness and accuracy prior to processing in CRM software.
• Manage recruiting, staffing, termination, time-card management, and employee development activities for the department in accordance with company policy.
• Assist with the training and development of all team members including completing performance reviews, creating training modules, and job skills tests for new hires and existing employees in accordance with company policy.
• Develops a cleanliness work standard, to ensure job sites are clean after service visit is completed.
• Setup SOP to ensure service vehicles are in good order including having tools and equipment required to perform jobs.
• Follow all health and safety rules and regulations in performing work assignments.
• Communicate and escalate immediately any warranty issues that have the potential to turn into an insurance claim or litigated case to those involved in risk management.
• Attend all service-related meetings. May need to travel overnight or work extended hours as needed.
• Support VP or Executive team in special projects as needed.
  
  
  

What You Bring

• Assertive, proactive, team player, great people skills, exceptional organized.
• Able to work under pressure, prioritize, effectively, exceptional time management
• Can-do attitude, able to work in a fast-paced work environment.
• Strong attention to detail, problem-solving ability and solutions-oriented mindset.
• Proficient in Microsoft Office computer skills.
• Strong written & verbal English communication skill is a must. Bilingual strongly preferred (English/Chinese or English/Spanish).
• Must have valid driver's license and be able to pass MVR check.
• Minimum 2 years of related experience preferably in a construction or manufacturing industry.
• Warranty claims experience preferred.
  
  
  

Training & Education:

• Bachelor’s degree in Data Analysis, Engineering, Business Administration, or a related field required, experience preferably in a construction or manufacturing industry. Bachelor’s degree in Logistics, or a related field required
• Any formal training or education that demonstrates expertise in customer engagement, conflict resolution and/or negotiation skills is strongly preferred.
• Familiarity with customer service tools and other related CRM software.
• Experience with AI tools to enhance role professionalism and overall effectiveness.
  
  
  

Why Join Us

You’ll play a key role in strengthening customer trust by ensuring high‑quality service outcomes and leading a team committed to excellence. This is a great opportunity for a proactive leader who enjoys solving problems, developing people, and improving processes.

Additional Information:

We offer a comprehensive benefits package that includes:

• Medical, dental, vision and life insurance benefits
• 401k Retirement Plan
• Paid time Off (PTO)
• Company Paid Holidays
• Short and Long-Term Disability Benefits
• Employee Discount to company products
  
  
  

Value Windows & Doors Inc. is a Drug Free workplace and EEO employer committed to employing a diverse workforce.

You are welcome to visit our website: www.valuewds.com