Senior Manager, Technical & Warranty Services

Carlisle Construction Materials•Richmond, VA

7d•Hybrid

About The Position

The Sr. Manager, Technical & Warranty Services will oversee and elevate technical support and warranty operations across North America for CWT. In this critical leadership role, you will be responsible for building and continuously optimizing all technical support and warranty management processes to deliver an exceptional experience for both internal and external stakeholders. You will manage the entire lifecycle of warranty and technical support—from initial inquiry through claims evaluation, field investigation, resolution, and stakeholder communications ensuring customer inquiries are resolved promptly and accurately. This position requires hands-on leadership to develop and mentor a team of technical service and warranty management professionals. You will implement and refine internal processes, drive continuous improvement initiatives, and establish metrics to track and measure performance, quality, and responsiveness. Additionally, you will play an integral role in new product commercialization, provide technical guidance and actionable solutions to support sales initiatives, and develop comprehensive training programs for employees, distributors, agents, and customers. Your expertise will ensure that all technical communications—such as bulletins and customer letters—are clear, accurate, and aligned with organizational goals.

Requirements

Technical Expertise: Deep understanding of coatings, waterproofing, and construction materials, including product features, installation methods, and industry best practices.
CRM Systems & Data Tracking: Familiarity with CRM platforms (e.g., Salesforce, SAP, ERP) for tracking support interactions, claims, and performance metrics.
Quality Standards & Test Methods: Knowledge of product quality standards, validation processes, and technical documentation.
Industry Trends: Staying current with competitor products, emerging technologies, and regulatory requirements.
Problem-Solving & Analysis: Exceptional analytical skills to diagnose complex technical issues and develop actionable solutions.
Communication: Excellent verbal and written communication, including technical bulletins, customer letters, and training materials.
Training & Development: Skilled in designing and delivering training for employees, distributors, agents, and customers.
Project Management: Managing projects from investigation to resolution, including documentation and cross-functional coordination.
Cross-Functional Collaboration: Ability to work with product management, R&D, QA, and sales to implement solutions and support commercialization.
Bachelor’s degree in Engineering, Chemistry, Materials Science, or a related field.
8–12+ years of experience in technical services, warranty management, or product support within coatings, waterproofing, or construction materials industries.
Proven experience leading technical teams and building robust processes for customer and sales support.

Nice To Haves

Master’s degree in Engineering, Chemistry, Materials Science, or a related field.

Responsibilities

Lead and develop a high-performing technical services team to provide timely and accurate support to customers and sales teams across North America.
Oversee Tech Desk operations, including management of technical emails, live chat, and phone support to ensure consistent, high-quality and timely service.
Drive process improvements for technical support workflows, warranty handling, and product issue resolution; leverage CRM for tracking
Manage warranty processes end-to-end, including claims evaluation, field investigation, resolution, and communication with stakeholders.
Collaborate with product management, R&D and QA teams to define, validate, and implement test methods, product quality standards, and technical documentation.
Support new product commercialization as required
Develop and provide technical guidance and sales support, including technical bulletins, customer letters, etc.
Support training for employees, distributors, agents, and customers to communicate product features, advantages, and benefits.
Stay current with industry trends, competitor products, and emerging technologies to continuously meet customer technical requirements.
Prepare and maintain technical service reports, analyses, and documentation for management review.
Perform special projects or assignments as requested to support business objectives.
Expectation to understand, participate in, and support company COS initiatives, with focus on developing a lean mindset.
Other duties as assigned.