Warranty Processing Manager
About the role
Homans Associates is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. We proudly distribute the Mitsubishi and Bryant brands of HVAC equipment, as well as a full line of HVAC residential and commercial parts, supplies and accessories. We have locations throughout New England, New York, and New Jersey.
The Warranty Processing Manager oversees the end-to-end warranty process for HVAC equipment and components. This role ensures warranty claims are submitted accurately and on time, documentation meets manufacturer requirements, returns/RMAs are handled correctly, and warranty resolutions (credits or replacements) occur with minimal delays. You will lead the warranty processing team and drive improvements to reduce denials and claim aging.
Responsibilities
- Manage warranty claim intake, validation, submission, tracking, and resolution (approval/denial).
- Confirm claim eligibility and required documentation (invoices, model/serials, failure details, photos/reports).
- Serve as escalation point with manufacturers for additional requests and claim disputes.
- Lead and coach the warranty team; maintain SOPs, training standards, and quality checks.
- Track and improve KPIs including cycle time, claim aging, first-pass acceptance, and denial causes.
- Provide timely updates to internal stakeholders and support warranty credit/reconciliation accuracy.
- Occasional travel to other branch locations.
- Other duties as assigned.