Senior Director – Warranty Service & Repair Operations

Senior Director – Warranty Service & Repair Operations

Requirements

• High School Diploma – bachelor’s degree preferred
• 10+ years of experience in service operations, extended warranty management, or field service leadership
• Proven expertise in scaling service repair networks and launching new service revenue streams.
• Strong background in 3PL vendor management, parts procurement, and inventory management.
• Experience in developing and deploying service management platforms.
• Deep knowledge of B2B and B2C warranty service models, claims processing, and customer experience management.
• Familiarity with furniture, fitness equipment, white goods and consumer electronics repair.
• Proficiency in ERP, CRM, and field service management tools (e.g., Salesforce, ServicePower).
• Strong leadership, cross-functional collaboration, and strategic execution skills.

Responsibilities

• Develop repair and maintenance service offerings that extend beyond traditional warranty coverage to drive incremental revenue.
• Create subscription-based maintenance plans, out-of-warranty repair services, and premium support packages for consumers and businesses.
• Collaborate with retailers, manufacturers, and insurance providers to expand service partnerships.
• Build, manage, and optimize a nationwide network of skilled 3rd party service repair technicians specializing in furniture, fitness equipment, white goods and electronics.
• Develop/Maintain technician certification programs, training standards, and performance metrics to ensure high-quality service.
• Establish a technician incentive structure to drive efficiency and service excellence.
• Build an end-to-end parts procurement model to support extended warranty and out-of-warranty repairs.
• Partner with third-party logistics (3PL) providers to manage inventory, fulfillment, and just-in-time delivery of parts to technicians and service centers.
• Optimize parts procurement to reduce costs, improve availability, and minimize repair turnaround times.
• Lead the development and implementation of a service management platform that receives customer work orders via self-service portals, call centers, and API integrations.
• Automates technician dispatching based on product type, location, skill set, and availability.
• Provides real-time tracking and reporting for customers, technicians, and internal teams.
• Work closely with IT, product, and engineering teams to ensure seamless integration with existing ERP, CRM, and warranty management systems.
• Define and monitor KPIs for service delivery, technician efficiency, first-time fix rate, and customer satisfaction.
• Implement process automation and predictive analytics to enhance service operations.
• Drive cost optimization initiatives while maintaining high levels of service quality.
• Ensure compliance with warranty regulations, safety standards, and industry best practices.

Preferred Qualifications

• Exceptional communication and interpersonal skills to effectively work with Executive stakeholders, cross-functional teams, and clients.
• Ability to balance & adapt to changing client demands, project requirements, and priorities within assigned accounts.
• Strategic thinking and problem-solving abilities to drive business growth within key accounts.
• Ability to analyze data and make data-driven decisions.
• Strong presentation and negotiation skills.
• Excellent time management and organizational skills.