Senior Manager, Technical & Warranty Services

Description

• Drive process improvements for technical support workflows, warranty handling, and product issue resolution; leverage CRM for tracking
• Support training for employees, distributors, agents, and customers to communicate product features, advantages, and benefits.
• Collaborate with product management, R&D and QA teams to define, validate, and implement test methods, product quality standards, and technical documentation.
• Develop and provide technical guidance and sales support, including technical bulletins, customer letters, etc.
• Manage warranty processes end-to-end, including claims evaluation, field investigation, resolution, and communication with stakeholders.
• Oversee Tech Desk operations, including management of technical emails, live chat, and phone support to ensure consistent, high-quality and timely service.
• Support new product commercialization as required
• Prepare and maintain technical service reports, analyses, and documentation for management review.
• Project Management: Managing projects from investigation to resolution, including documentation and cross-functional coordination.
• Lead and develop a high-performing technical services team to provide timely and accurate support to customers and sales teams across North America.
• For hybrid work, the incumbent is expected to maintain a dedicated, secure, and ergonomically appropriate home office environment with reliable high-speed internet connectivity. The role requires the ability to work independently with minimal supervision while maintaining regular communication with colleagues and stakeholders via virtual collaboration tools.
• This position primarily involves work in the standard office environment, however, there are opportunities for a hybrid schedule. It is sometimes necessary to perform work at manufacturing facilities and job sites typical of the construction trade. The work schedule is consistent with normal business hours, although weekend or after-business hours work may be required.
• Stay current with industry trends, competitor products, and emerging technologies to continuously meet customer technical requirements.

Requirements

• CRM Systems & Data Tracking: Familiarity with CRM platforms (e.g., Salesforce, SAP, ERP) for tracking support interactions, claims, and performance metrics.
• Proven experience leading technical teams and building robust processes for customer and sales support.
• Master’s degree in Engineering, Chemistry, Materials Science, or a related field.
• 8–12+ years of experience in technical services, warranty management, or product support within coatings, waterproofing, or construction materials industries.
• The position typically operates during technical service business hours of Monday – Friday (8 am – 7 pm EST). The ability to work flexible hours and alternate between early and late shifts is needed to accommodate business and customer needs. The employee is expected to comply with all company policies related to data security, confidentiality, and remote work standards.
• Problem-Solving & Analysis: Exceptional analytical skills to diagnose complex technical issues and develop actionable solutions.
• Bachelor’s degree in Engineering, Chemistry, Materials Science, or a related field.
• Quality Standards & Test Methods: Knowledge of product quality standards, validation processes, and technical documentation.
• Communication: Excellent verbal and written communication, including technical bulletins, customer letters, and training materials.
• Technical Expertise: Deep understanding of coatings, waterproofing, and construction materials, including product features, installation methods, and industry best practices.
• Training & Development: Skilled in designing and delivering training for employees, distributors, agents, and customers.
• Cross-Functional Collaboration: Ability to work with product management, R&D, QA, and sales to implement solutions and support commercialization.
• Ability to travel between 20% - 40% both domestically and internationally is needed to conduct customer research, attend industry events, or engage with strategic partners.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance