Service​/Warranty Manager

• 401(k)
• 401(k) matching
• Company car
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

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.

• 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.

• 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.

• 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.

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.