Senior Director, Warranty Service & Repair Operations

We’re thrilled that you are interested in joining us here at the Amynta Group!

The Senior Director of Service & Repair Operations will lead and expand our service repair technician network, develop new revenue-generating repair services, and establish a parts ordering procedure for the consumer products extended warranty industry including furniture, fitness equipment, white goods and consumer electronics.

This role will be responsible for defining and executing a comprehensive repair service strategy that enhances our extended warranty offerings, improves repair efficiency, and drives customer satisfaction for both B2B and B2C customers. The ideal candidate will bring deep experience in warranty services, field service operations, vendor management, and service platform development.

Essential Job Responsibilities:

New Revenue-Generating Repair Services

• Develop repair and maintenance service offerings that extend beyond traditional warranty coverage to drive incremental revenue.
• Create subscription-based maintenance plans, out-of-warranty repair services, and premium support packages for consumers and businesses.
• Collaborate with retailers, manufacturers, and insurance providers to expand service partnerships.

Service Repair Technician Network Leadership

• Build, manage, and optimize a nationwide network of skilled 3rd party service repair technicians specializing in furniture, fitness equipment, white goods and electronics.
• Develop/Maintain technician certification programs, training standards, and performance metrics to ensure high-quality service.
• Establish a technician incentive structure to drive efficiency and service excellence.
   

Parts Ordering & Procurement
 

• Build an end-to-end parts procurement model to support extended warranty and out-of-warranty repairs.

• Partner with third-party logistics (3PL) providers to manage inventory, fulfillment, and just-in-time delivery of parts to technicians and service centers.
• Optimize parts procurement to reduce costs, improve availability, and minimize repair turnaround times.

 

End-to-End Service Management Platform Development
 

• Lead the development and implementation of a service management platform that:
• Receives customer work orders via self-service portals, call centers, and API integrations.
• Automates technician dispatching based on product type, location, skill set, and availability.
• Provides real-time tracking and reporting for customers, technicians, and internal teams.
• Work closely with IT, product, and engineering teams to ensure seamless integration with existing ERP, CRM, and warranty management systems.
   

Operational Excellence & Customer Experience
 

• Define and monitor KPIs for service delivery, technician efficiency, first-time fix rate, and customer satisfaction.
• Implement process automation and predictive analytics to enhance service operations.
• Drive cost optimization initiatives while maintaining high levels of service quality.
• Ensure compliance with warranty regulations, safety standards, and industry best practices.

Requirements/Skills:

• High School Diploma - bachelor’s degree preferred
• 10+ years of experience in service operations, extended warranty management, or field service leadership
• Proven expertise in scaling service repair networks and launching new service revenue streams.
• Strong background in 3PL vendor management, parts procurement, and inventory management.
• Experience in developing and deploying service management platforms.
• Deep knowledge of B2B and B2C warranty service models, claims processing, and customer experience management.
• Familiarity with furniture, fitness equipment, white goods and consumer electronics repair.
• Proficiency in ERP, CRM, and field service management tools (e.g., Salesforce, ServicePower).
• Strong leadership, cross-functional collaboration, and strategic execution skills.

Qualifications/Personal Attributes:

• Exceptional communication and interpersonal skills to effectively work with Executive stakeholders, cross-functional teams, and clients.
• Ability to balance & adapt to changing client demands, project requirements, and priorities within assigned accounts.
• Strategic thinking and problem-solving abilities to drive business growth within key accounts.
• Ability to analyze data and make data-driven decisions.
• Strong presentation and negotiation skills.
• Excellent time management and organizational skills.