Warranty Processing Manager

Homans Associates•Wilmington, MA

7d•$70,000 - $90,000•Onsite

About The Position

Homans Associates is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. We proudly distribute the Mitsubishi and Bryant brands of HVAC equipment, as well as a full line of HVAC residential and commercial parts, supplies and accessories. We have locations throughout New England, New York, and New Jersey. The Warranty Processing Manager oversees the end-to-end warranty process for HVAC equipment and components. This role ensures warranty claims are submitted accurately and on time, documentation meets manufacturer requirements, returns/RMAs are handled correctly, and warranty resolutions (credits or replacements) occur with minimal delays. You will lead the warranty processing team and drive improvements to reduce denials and claim aging.

Requirements

3+ years of warranty administration and/or returns/RMA experience in HVAC or related equipment distribution.
Strong understanding of warranty documentation and HVAC equipment/parts basics.
Experience using ERP and/or warranty/returns systems; high data entry accuracy.
Excellent communication skills (written and verbal) for manufacturer and internal coordination.
Proven ability to manage high-volume workflows, prioritize effectively, and meet deadlines.

Nice To Haves

Prior supervisory or team-lead experience.
Experience across multiple HVAC manufacturer warranty programs.
Familiarity with denial/rework reduction strategies and warranty trend analysis.

Responsibilities

Manage warranty claim intake, validation, submission, tracking, and resolution (approval/denial).
Confirm claim eligibility and required documentation (invoices, model/serials, failure details, photos/reports).
Serve as escalation point with manufacturers for additional requests and claim disputes.
Lead and coach the warranty team; maintain SOPs, training standards, and quality checks.
Track and improve KPIs including cycle time, claim aging, first-pass acceptance, and denial causes.
Provide timely updates to internal stakeholders and support warranty credit/reconciliation accuracy.
Occasional travel to other branch locations.
Other duties as assigned.