Manager, Warranty – System Operations

ACCO Engineered Systems•Pasadena, TX

About The Position

In collaboration with Field and Project Sales Leadership and under the supervision of the Director of System Operations, the Manager, Warranty oversees, strategically plans, manages personnel, and administers ACCO’s warranty program day to day. The role supervises System Operations and/or Service personnel engaged in warranty work and supports the company’s goals by ensuring warranty activities meet standards for productivity and professionalism. The position leads warranty execution, including resource management, scheduling, subcontractor oversight, warranty call and RMA procedures, database management, quality control, safety protocols, and resolution of technical and operational issues. It works with project management, suppliers, subcontractors, engineering, field personnel, and other stakeholders to investigate defects and deficiencies, resolve problems, and ensure systems function as designed. The role also supports strategic planning, risk mitigation, consistent processes, personnel development, labor coordination, and cross-department collaboration. The position requires substantial construction leadership experience and a deep understanding of mechanical and plumbing systems and fabrication practices. It also requires proficiency in English, a valid driver’s license with a clean driving record, and the ability to read and interpret plans and specifications. Travel is 0–25% between the primary office, job sites, and regional branch offices. Physical requirements include regularly lifting or moving up to 10 pounds and occasionally up to 20 pounds, prolonged sitting, standing and walking, use of hands and arms, and the ability to see at close and distance ranges and hear customers by telephone. Regular attendance is required. Pay is in line with the corresponding area CBA agreement.

Requirements

12+ years of experience leading construction projects, including 5 years of experience with equipment startup and repair.
Strong industry knowledge.
Excellent leadership skills, including honesty, integrity, patience, empathy, and a strong work ethic.
Effective communication skills at all levels of the business.
Experience and deep understanding of mechanical and plumbing systems, including pipe fitting, process piping, plumbing, sheet metal, electrical and controls, and general fabrication practices.
Experience with business and corporate software technologies used by ACCO, including MS Office (Word, Excel, Project), Google Workspace (Docs, Gmail, Sheets, Forms), Adobe, ProCore, Bluebeam, and Box.
Proficiency in English.
Valid driver’s license and clean driving record.
Skill in reading and interpreting plans and specifications.
Knowledge of local construction job-site quality, occupational safety, and health regulations.
Ability to meet the physical requirements of the role, including lifting and moving specified weights, prolonged sitting, standing and walking, using hands and arms, and required vision and hearing abilities.
Responsible conduct and regular attendance.

Nice To Haves

Degree or certification in construction management, engineering, or architecture.
Experience with remote training software and technologies used within best-in-class organizations.
Experience with Bidtracer CRM/PM platforms.
Experience with Smartsheet and PlanGrid collaboration tools.
Experience with Autodesk AEC Collection, including Revit, AutoCAD, Assemble, and Navisworks.
Experience with Building Start and Trimble system-operations software.
Proficiency in Spanish.

Responsibilities

Lead and oversee warranty activities to meet company standards, productivity expectations, and professionalism goals.
Support warranty execution personnel with resource management, execution strategies, scheduling, and monitoring and management of third-party subcontractors.
Implement warranty call and RMA procedures, manage the warranty database, and close out calls.
Help resolve issues, challenges, and obstacles; investigate latent defects and design deficiencies with project management, suppliers, subcontractors, engineering, and field personnel.
Define problems, investigate causes, gather information, and develop solutions to restore systems to their designed function.
Act as liaison among Project Managers, Engineers, General Contractors, Field Personnel, Property Managers, and Building Owners.
Attend job walks to provide warranty technical support and attend pre-bid and post-bid interviews as requested.
Review warranty bid estimates and project documents to confirm warranty requirements have been met.
Assign field supervision and labor to warranty projects and continuously evaluate personnel performance.
Monitor and advise on quality-control measures and recommend continuous improvements to increase efficiency and meet project goals.
Coordinate problem-solving strategies with project managers and assigned supervision when issues exceed the scope or capability of project supervision.
Support the strategic plan and corporate vision and implement standard processes and procedures across field operations.
Identify, assess, and mitigate risks associated with warranty work, including risks relating to installations, materials, equipment, personnel, and technical or sensitive facilities.
Keep safety measures current and communicate them effectively to field personnel to mitigate risk and reduce liability.
Adhere to and promote company policies, and foster accountability, integrity, ethics, and respect within the department.
Mentor, train, and develop personnel, including succession planning, to meet current and future business needs.
Coordinate labor requests with local union labor halls.
Foster collaboration among leadership teams across departments and locations, participate in cross-functional initiatives, and share experience and resources to develop best practices and support company growth.
Perform other tasks and duties as assigned by the department manager and/or upper management.