Residential Customer Service & Warranty Manager

WaterFurnace International, Inc.; Fort Wayne (IN); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

401(k) match

Health benefits

Tuition reimbursement

Paid vacation and PTO

Job summary

WaterFurnace International, Inc. in Fort Wayne, IN is seeking an experienced Customer Service Manager to lead the Residential Customer Service and Warranty teams. You will develop talent, ensure a top-tier customer experience, and drive process improvement across service functions.

This role requires strong communication, cross-functional collaboration with sales, engineering, and operations, and a track record of delivering measurable service metrics in a manufacturing environment.

Qualifications

• Proven experience leading customer service teams and driving performance improvements.
• Strong analytical and problem-solving abilities for operational enhancement.
• Excellent communication and interpersonal skills across all levels of the organization.
• Ability to collaborate with sales, engineering, tech support, shipping, and operations.

Responsibilities

• Lead the Residential Customer Service and Warranty teams to ensure high customer satisfaction.
• Develop and coach team members, manage workload, and monitor performance metrics.
• Oversee escalation handling, warranty concerns, and timely resolution of service issues.
• Collaborate cross-functionally to align customer service with business operations and process improvements.
• Develop new service metrics and maintain process documentation for compliance.

Skills

Team leadership

Analytical skills

Communication

Cross-functional collaboration

Problem-solving

Education

Bachelor’s degree in business, management, communications or related field

Tools

Microsoft Office

Salesforce

Job description

WaterFurnace International, Inc. in Fort Wayne, IN is seeking an experienced Customer Service Manager to lead the Residential Customer Service and Warranty teams. You will develop talent, ensure a top-tier customer experience, and drive process improvement across service functions.

This role requires strong communication, cross-functional collaboration with sales, engineering, and operations, and a track record of delivering measurable service metrics in a manufacturing environment.