Service and Warranty Manager

Service & Warranty Manager — Remote Vans

Cincinnati, OH | Full-Time

Remote Vans builds premium Class B adventure vans for people who don't compromise: on capability, on craftsmanship, or on the life they're building around their rig. Based in Cincinnati, we produce a limited number of units per year by design. Every van that leaves our facility carries our name, and we stand behind it.

We're not a mass‑market manufacturer chasing volume. That means our service and warranty standard has to match our product standard: exceptional, personal, and fast.

We're hiring a Service & Warranty Manager to own that standard.

You will be the single point of accountability for every service and warranty interaction at Remote Vans — from the moment a customer reports an issue to the moment it's resolved. You'll manage claims, coordinate with our vendors and component suppliers, work directly with our production team to close the feedback loop on recurring issues, and make sure our customers feel taken care of at every step.

This role touches operations, customer experience, and product quality simultaneously. It requires someone who's worked inside an RV dealership or manufacturer service department and knows how the machinery actually works — not someone who's learning it on the job.

• Full warranty claim lifecycle: documentation, supplier/vendor coordination, resolution, and customer communication
• Service scheduling and technician coordination for warranty and post‑sale repair work
• Establishing and enforcing turnaround time standards — we target 24–72 hours and mean it
• Direct customer communication on open claims, escalations, and repair status
• Supplier and component vendor relationship management for warranty parts procurement
• Feeding recurring failure data back to the production team to reduce warranty exposure over time
• Building SOPs where they don't exist and enforcing them where they do

• 5+ years of RV dealer or RV manufacturer service and warranty experience — required, no exceptions
• Hands‑on experience processing warranty claims with component suppliers and OEM partners (Sprinter chassis, Webasto, Truma, Lippert, Victron, or similar)
• Strong working knowledge of repair order management, parts procurement, and flat‑rate labor systems
• The ability to communicate clearly and calmly with customers who are frustrated — and turn that interaction into loyalty
• Meticulous documentation habits — warranty recovery depends on it
• Comfort operating in a smaller, faster‑moving company where you don't have a department of ten people behind you

• You’ve worked on Class B or Sprinter‑based product specifically
• You understand the difference between a warranty issue and a customer education issue — and you handle both without making the customer feel like the problem
• You don’t wait for a process to exist before you build one
• You’ve sat in the chair when a customer is threatening legal action and you know how to navigate it

• Small team, real ownership — you're not a cog, you're a function lead
• Direct access to founders and production leadership
• Premium product with a customer base that genuinely loves what they bought
• Competitive compensation commensurate with experience
• Cincinnati‑based, in‑person role. Opportunity for Remote work.