Customer Service & Warranty Manager

OVERALL RESPONSIBILITIES: The Customer Service & Warranty Manager will oversee all customer service and warranty functions across LEER Group’s brands and channels, ensuring a world-class consumer experience from product delivery through post-sale support. This role combines strategic leadership with hands-on operational engagement — working daily and interactively with customer service and warranty team members across the company to guide problem-solving, improve processes, and ensure alignment on service standards and goals. Leveraging tools such as Salesforce 360 and ERP systems, this individual will drive data-driven improvements in satisfaction, cost efficiency, and responsiveness, while fostering a collaborative, performance-driven culture. The manager will serve as a strong advocate for LEER customers—both consumers and dealers—while continuously developing talent and improving the end-to-end customer experience. KEY RESPONSIBILITIES: 1. Strategic Leadership Develop and execute a unified corporate strategy for customer service and warranty operations aligned with LEER’s mission and business goals. Partner with Sales, Marketing, Quality, Engineering, and Manufacturing to ensure customer experience excellence across the entire product lifecycle. Lead change initiatives to streamline processes, improve data visibility, and enhance service efficiency. Engage directly and regularly with regional and plant-level teams to ensure strategy translates into daily operational execution. 2. Customer Service Management Direct day-to-day customer service operations, ensuring timely, accurate, and empathetic responses to all consumer and dealer inquiries. Collaborate interactively with customer service representatives and supervisors across all business units to address escalations, share best practices, and reinforce service consistency. Establish and track KPIs such as response time, resolution rate, customer satisfaction, and cost per case. Implement scalable systems and training programs to elevate team performance and consistency across channels. Oversee call center performance, order entry accuracy, and complaint management with measurable month-over-month improvement. 3. Warranty Operations Lead warranty management strategy, including claims processing, analysis, root cause resolution, and trend reporting. Collaborate daily with warranty coordinators and claims teams across brands to ensure efficient handling and timely resolution of cases. Utilize Salesforce 360 to optimize claim handling, track analytics, and automate reporting. Drive cost reduction through preventive quality improvements and supplier recovery programs. Partner with Product and Quality teams to address recurring issues and reduce claim volume. 4. Customer Advocacy & Escalation Serve as the “voice of the customer,” ensuring consumer feedback informs product and service improvements. Personally manage escalated customer and dealer cases requiring cross-functional coordination or executive visibility. Represent LEER Group at key customer meetings, trade shows, and dealer visits. 5. Team Development Lead, coach, and mentor a cross-functional team of customer service and warranty professionals. Engage closely with team members through daily collaboration, coaching sessions, and cross-departmental problem-solving. Establish a culture of accountability, empowerment, and continuous improvement. Define clear objectives, review performance regularly, and foster skill development. 6. Continuous Improvement & Analytics Use advanced analytics to identify trends, measure performance, and inform decision-making. Develop dashboards and reports highlighting warranty costs, customer satisfaction, and operational performance. Implement Lean and Six Sigma methodologies to eliminate waste and improve efficiency. 7. Travel Travel up to 40% to plants, dealers, and customers across the U.S. to support business initiatives and relationship management. QUALIFICATIONS: ·  Bachelor’s degree in business administration, Engineering, Supply Chain Management, or related field (MBA preferred). ·  8–10 years of progressive leadership in customer service and warranty operations within manufacturing or automotive sectors. ·  Proven experience with Salesforce 360 (Service Cloud, Sales Cloud, etc.) and ERP systems. ·  Demonstrated success managing both B2C and B2B service and warranty channels. ·  Experience leading teams, implementing process improvements, and driving KPIs. Skills & Competencies:   Leadership & Communication Strong written and verbal communication skills; proven ability to engage across all organizational levels. Skilled at building cross-functional relationships and influencing outcomes without authority.     Analytical & Technical Proficient in data analysis, dashboard creation, and trend identification. Experience applying Lean, Six Sigma, or similar continuous improvement frameworks.     Customer-Centric Mindset Deep understanding of customer needs, escalation management, and service excellence. Ability to advocate for customer experience while balancing business goals.     Decision Making & Accountability Demonstrates ownership and sound judgment in fast-paced, dynamic environments.   #LI-DNI