Service/Warranty Manager

ANCLA PLUMBING LLC•Tempe, AZ

23h•$90,000 - $115,000

About The Position

Ancla Plumbing is building a residential home-service operation alongside its established plumbing business and seeks a hands-on Warranty & Service Manager to establish consistent execution. The manager will own warranty cases from initial customer contact through documentation, repair, manufacturer RMA, reimbursement follow-up, and final closeout. They will track service and warranty performance, coach call-center agents and technicians, lead technician huddles, maintain a consistent Google-review process, and resolve customer concerns. The role uses email, spreadsheets, dashboards, Zendesk, and other business software. The position offers an opportunity to help shape the operating rhythm of a growing service division by improving reporting, training, accountability, and customer experience.

Requirements

Strong technology literacy and comfort with professional email, spreadsheets, dashboards, and learning new software.
Data-driven approach; know which service metrics matter and be able to explain how they are tracked and used.
Ability to coach using call reviews, lost-job reviews, and specific performance feedback.
High ownership, including building follow-up systems and completing work started.
Strong customer judgment and ability to de-escalate issues, resolve them, and protect customer relationships.

Nice To Haves

Residential plumbing or home-service leadership experience is strongly preferred.

Responsibilities

Own warranty cases from initial customer contact through documentation, repair, manufacturer RMA, reimbursement follow-up, and final closeout.
Ensure photos, failed materials, forms, and supporting documentation are captured for product failures or property-damage claims.
Track service and warranty performance through dashboards and reporting, and turn results 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 activity through the review dashboard.
Handle customer recovery when a negative review appears, resolve the customer issue, and coach the team member to prevent recurrence.
Use email, Excel/spreadsheets, dashboards, Zendesk, and other business software confidently and consistently.
Build follow-up systems and ensure warranty and RMA items are completed without repeated reminders.
Report to leadership what is happening, why it matters, and what actions are being taken.