Senior Technical Services Manager — Warranty & Support

FNA Group

Pleasant Prairie (WI)

On-site

USD 70,000 - 100,000

Full time

5 days ago

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Job summary

FNA Group in Wisconsin is seeking a Technical Services Manager to lead post-sale product support, oversee both outsourced and internal service centers, and drive warranty processes. You will analyze customer reviews, call center activity, and warranty trends to ensure FNA's Best-in-Class reputation while meeting and exceeding customer expectations in a fast-paced environment.

This leadership role requires applying data-driven insights to improve service levels, shipment times, and overall

Qualifications

Bachelor's degree in business management or equivalent experience.
Supervisory experience in product support within a manufacturing environment, including contact center operations.
Experience analyzing data to drive process improvements and operational efficiencies.
Experience in Outdoor Power Equipment or Durable Goods industries is preferred.

Responsibilities

Oversee the technical services team responsible for reviewing, diagnosing, and approving or denying service center warranty claims in accordance with established warranty policies and procedures.
Manage the analysis and consolidated reporting of customer call center activity, warranty claims, and returned product data to identify trends and improvement opportunities.
Leverage daily parts and accessory sales reports to support timely order fulfillment and customer shipments.