Service/Warranty Manager

The Opportunity: Ancla Plumbing is building a residential home-service operation alongside an established plumbing business, and we are looking for a hands-on Warranty & Service Manager who can help turn good processes into consistent execution. This is not a role for someone who needs to be reminded what comes next. We want a manager who sees the issue, owns the follow-through, uses the numbers, coaches the team, and closes the loop. What You'll Own Own warranty cases from initial customer contact through documentation, repair, manufacturer RMA, reimbursement follow-up and final closeout. Make sure photos, failed materials, forms and supporting documentation are captured when a product failure or property-damage claim occurs. Track service and warranty performance through dashboards and reporting, then turn the numbers into action. Coach the call-center agent using recorded calls, booking-rate results and the company script, including price-objection handling and safety escalation procedures. Coach service technicians on close rate, customer communication, script execution and missed opportunities. Lead early-morning technician huddles to review difficult jobs, unclosed calls, scripts, priorities and lessons from the previous day. Drive a consistent Google-review process before technicians leave completed jobs and monitor review activity through the review dashboard. Own customer recovery when a negative review appears, solve the customer issue and coach the team member to prevent a repeat. Use email, Excel/spreadsheets, dashboards, Zendesk and other business software confidently and consistently.

What Success Looks Like: Warranty and RMA items move to completion without repeated reminders from ownership. Booking and close rates are visible, understood and actively coached. Technicians arrive prepared, learn from missed opportunities and follow a consistent customer process. Customer problems are handled quickly and lessons are converted into better processes and training. Reporting tells leadership what is happening, why it matters and what action is being taken. The Person We're Looking For Strong technology literacy. You are comfortable with professional email, spreadsheets, dashboards and learning new software. Data-driven operator. You know which service metrics matter and can explain how you track and use them. Coach, not just supervisor. You can listen to a call, review a lost job and give specific feedback that improves performance. High ownership. You build follow-up systems and finish what you start. Strong customer judgment. You can de-escalate issues, make things right and protect the company relationship. Residential plumbing or home-service leadership experience is strongly preferred. Why Ancla This is a chance to have a real hand in building the operating rhythm of a growing service division. The right person will have room to improve reporting, training, accountability and the customer experience rather than simply inherit a finished system.