Field Warranty Performance Manager

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About the role

This virtual role leads field warranty operations, ensuring effective training, strong operational execution, and a positive customer experience. The Field Warranty Performance Manager is responsible for analyzing warranty data, spotting performance trends, and driving corrective actions that enhance product and service reliability while reducing warranty costs. The position works closely with field support, warranty administration, technical support, quality, engineering, and product management to align efforts and improve overall warranty performance.

Responsibilities

• Monitor field warranty performance metrics to identify high-impact issues, trends, and areas for improvement.
• Partner with service teams, dealers, and distributors to ensure accurate warranty practices and consistent compliance with policies.
• Lead root cause analysis efforts and corrective action initiatives related to field warranty claims.
• Provide feedback to engineering and product management on recurring field issues to support product improvement initiatives.
• Develop and deliver training and communication to field teams on warranty processes, policies, and technical updates.
• Evaluate service provider performance related to warranty repairs; recommend improvements where necessary.
• Support the development and implementation of warranty cost reduction programs.
• Prepare and present reports on warranty trends, performance metrics, and improvement opportunities for leadership.
• Assist with resolving escalated warranty cases and customer concerns in collaboration with cross-functional teams.
• Ensure warranty activities align with compliance requirements and organizational standards.

Requirements

• Bachelor’s degree in business, operations, or equivalent field experience.
• 3+ years experience in field service operations, technical product support, warranty management, or related areas.
• Strong analytical skills with the ability to interpret complex data and communicate insights clearly.
• Demonstrated ability to lead cross-functional collaboration and drive corrective action.
• Excellent communication, problem-solving, and interpersonal skills.
• Familiarity with HVAC, mechanical systems, or related industries preferred.
• Proficiency with data analysis tools and warranty management systems preferred.

Pay

Annual base salary range: $51,800.00 - $93,309.99. This is a salaried role and is not eligible for incentive or sales commission.

Benefits

• Benefits begin on day one for you and your family, including health insurance and holistic wellness programs with generous incentives.
• Family-building benefits, including fertility coverage and adoption/surrogacy assistance.
• 401K match up to 6%, plus an additional 2% core contribution (total up to 8% company contribution).
• Paid time off: 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options for volunteer and parental leave.
• Educational and training opportunities through company programs, along with tuition assistance and student debt support.

Note: Benefit offerings may vary depending on Collective Bargaining Agreements and local/state regulations.