Sr. Supervisor, Warranty Administration

Carrier•East Syracuse, NY

4d•Onsite

About The Position

As the Senior Supervisor of Warranty Administration, you will lead and oversee a team of five direct reports, consisting of entry to intermediate-level professional employees as well as team leaders of customer service support staff. This role requires a hands-on leadership approach, providing close supervision of all call responses and personally managing high-level escalated customer inquiries. Beyond daily oversight, you are responsible for training staff in established customer service procedures while identifying and providing changes to procedures to ensure continuous improvement. To maintain operational efficiency, you will supervise the team closely and ensure work and tasks are distributed evenly across the group. Your core technical responsibility involves the direct administration of warranty and policy claims, while simultaneously supervising your team in the accurate administration of those same claims.

Requirements

Associate degree.
3+ years of progressive experience in customer service, or warranty management, or product lifecycle management.
2+ years of experience with leadership responsibilities.
3+ years of experience using computer applications and software.
Able and willing to travel domestically up to 10% of the year for training and customer visits.

Nice To Haves

Bachelor’s degree in Business, or Operations Management, or Supply Chain, or a related field.
Experience in the HVAC industry.
Strong leadership and team management skills.
Experience working with platforms such as Service Bench, Salesforce, and SAP.
Excellent communication, collaboration, and stakeholder management skills.
Proficient in process improvement methodologies (e.g., Six Sigma, Lean, Kaizen).
Experience with basic management approaches such as work scheduling, prioritizing, coaching and process execution.
Leadership experience in a call center, service operations, or warranty environment.
Strong customer focus and technical aptitude; sense of urgency; strong organizational skills.
Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (such as Five9).
Experience and/or knowledge in accounting.

Responsibilities

Supervise daily operations of the Warranty Administration and Product Registration teams, providing hands‑on guidance, coaching, and support to ensure consistent service quality.
Assist in refining and improving warranty and registration workflows by identifying process gaps, recommending enhancements, and implementing approved updates that support departmental goals and customer satisfaction targets.
Coordinate and communicate with cross‑functional partners such as Sales, Marketing, Product Management, Legal, IT, and Quality Assurance to resolve issues, share insights, and ensure accurate application of warranty and registration policies.
Monitor customer feedback and recurring issues, representing the customer perspective in team discussions and escalating trends or improvement opportunities to leadership to support product and service enhancements.
Support the daily implementation and administration of warranty policies and procedures, ensuring staff follow established guidelines and escalating policy concerns or exceptions to management as needed.
Monitor warranty claim workflows to ensure timely and accurate processing and reimbursement, providing coaching, troubleshooting support, and quality checks to maintain service standards.
Review warranty data at the operational level to spot recurring issues, common failure patterns, or process bottlenecks, and share findings with management and cross‑functional partners to support corrective actions.
Ensure team adherence to regulatory requirements and internal warranty standards, performing routine compliance checks and reinforcing proper documentation and process accuracy.
Serve as an operational contact for the third‑party service provider (Service Bench/Asurion), communicating system change requests driven by state regulations, customer requirements, and internal departmental needs.
Oversee daily operational processes for customer product registration (digital and paper), ensuring accuracy, completeness, and adherence to established procedures.
Support the maintenance of a streamlined and user‑friendly registration experience by identifying issues, suggesting improvements, and ensuring the team follows best practices that promote customer engagement and accurate data capture.
Coordinate with IT and Marketing on operational needs related to registration platforms and communication channels, report system issues, relay customer feedback, and assist with the implementation of approved updates.
Use product registration data to support core functions such as warranty validation, customer service case resolution, product recall processes, escalating trends or concerns to leadership and cross‑functional partners when necessary.