Senior Manager, Service - Water Heater Warranty & Service

GE Appliances•Louisville, KY

About The Position

At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together. The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together , we always look for a better way , and we create possibilities . Interested in joining us on our journey? As a GE Appliances’ Senior Service Manager – Water Heater Warranty and Service Strategy, you’ll be the central gate point for identifying and resolving product issues, acting as a liaison between customers, contractors, installers, and the Product Line. The role delivers post-sales service and support across all channels, tailoring methods to BG&I, builders, retail, and pro segments while providing “white glove” quality and service insights to Engineering, Technology, Operations, Product Management, and Quality. As the upfront voice of warranty and service, the specialist informs product design, parts inventory needs, and operations planning, while driving cross-functional issue resolution and service improvements in partnership with Product Management, Technology, and Commercial Operations.

Requirements

Recognized subject matter expert in water heater service operations, warranty policy, field quality analytics, and national service partner performance.
Applies deep technical, analytical, and data management knowledge to guide decisions that impact customer satisfaction, product quality, and service ecosystem performance.
Contributes to the development of goals, standards, and operational plans for warranty programs, service coverage strategy, and quality processes.
Leads moderate to significant improvements to service workflows, automation, and case management processes that drive measurable business results.
Utilizes strong organizational and process skills to design and implement scalable operational enhancements.
Solves difficult and complex service, product, and warranty issues by integrating data, field insights, and engineering knowledge.
Applies advanced analytical skills, including tracking cost-of-quality, business spend, and financial impacts, to inform decisions and drive improvements.
Exercises sound judgment in high-impact warranty and service decisions with minimal oversight.
Influences decisions across Product Engineering, Technology, Product Management, Field Service, Operations, and Sales by providing data-driven insights.
Integrates effectively across teams, builds alignment, and shapes policies and process improvements through expert recommendations.
Achieves objectives by coaching, guiding, and reviewing the work of other professionals (S3–P3) involved in quality, service, and warranty support activities.
Leads cross-functional project teams implementing service improvements, training solutions, and field quality initiatives.
Communicates complex technical, warranty, and service information clearly to internal and external stakeholders.
Demonstrates strong interpersonal skills and the ability to mentor, coach, and influence diverse audiences.
Proficient in Microsoft Excel, PowerPoint, and Word, with the ability to manage data, generate reporting, and present insights to drive decision-making.
Applies expertise to drive functional improvements and influence product, service, and operational strategy.
High school diploma or equivalent education required.
7+ years relevant experience in in service operations, warranty programs, or product quality.

Nice To Haves

Field service industry experience
Commercial water heating product experience
Team management and Case management experience
Experience conducting data analysis and reporting findings in a digestible format.

Responsibilities

Case Management & Service Quality Program Leadership Serve as the subject matter expert for Water Heater service performance, warranty programs, and national case management processes.
Lead the end-to-end Water Heater Service Quality & Escalations Program, including trend analysis, root-cause identification, and cross-functional issue resolution.
Develop and maintain national warranty policy frameworks, including replacement criteria, buyback programs, labor reimbursement guidelines, and exceptions management.
Assess and implement moderate to significant improvements to service operations, case workflows, and warranty processes that directly impact customer satisfaction and business results.
Independently make complex, time-sensitive decisions within corporate guidelines to maximize owner satisfaction and ensure consistent application of warranty policies.
Design, implement, and automate quality reporting systems, ensuring accurate tracking of field performance, service outcomes, and part-return behaviors.
Monitor parts ordering activity to identify systemic gaps, compliance issues, and opportunities for process improvement across the service ecosystem.
Establish and track KPIs for service quality, warranty performance, and case resolution effectiveness; communicate findings to leadership and cross-functional partners.
National Service Network Strategy Develop the national third-party service coverage strategy, including capacity modeling, network optimization, and long-term service partner development.
Partner with Sales, Operations, and Territory Representatives to forecast service demand by region and proactively address coverage gaps through strategic recruiting and partner expansion.
Manage national and state labor rate structures to ensure market competitiveness, cost alignment, and compliance with contractual standards.
Lead initiatives to improve service partner performance by leveraging QOS metrics, diagnostic insights, and targeted capability-building efforts.
Provide coaching, guidance, and subject-matter leadership to field teams and internal contributors involved in service network execution.
Product Support & Cross-Functional Influence Act as the primary liaison between Service, Product Engineering, Technology, Product Management, Operations, Field Service, and TAG, bringing forward meaningful field insights and influencing product decisions.
Lead the development and delivery of product training strategies for Call Center teams and service partners, including NPIs and recurring technical issues.
Provide structured quality analyses and escalate systemic product issues with clear recommendations that guide engineering and product development priorities.
Influence cross-functional decisions by providing expert-level interpretation of field performance data, customer impacts, and warranty trends.
Leadership of Initiatives & Coaching Lead cross-functional project teams to implement new processes, systems enhancements, and quality improvement initiatives.
Coach and provide subject-matter guidance to others in the team, ensuring consistency and capability development across the service and support ecosystem.
Review work products from contributing teams to ensure alignment with program objectives, policy standards, and service excellence goals.