Director of Service & Warranty

Overview

Champion Windows - Director of Service & Warranty

 

The Director of Service & Warranty is a national-level leadership role responsible for driving operational excellence, customer satisfaction, and profitable service performance across all Champion locations. This role requires a strategic operator who understands customer success, field service operations, sales alignment, and cross-functional collaboration.

Also, you will lead the development, standardization, and implementation of scalable service and warranty processes that align with Champion's values and support long-term operational success. Through strategic alignment, hands-on support, performance coaching, and accountability, this leader will build high-performing teams and ensure a world-class service and warranty experience that supports revenue growth, customer satisfaction, and EBITDA improvement.

Responsibilities

Service Operations Leadership

• Develop and execute a national service operations strategy aligned with company goals and customer engagement expectations.
• Establish KPIs and performance metrics to drive accountability and data driven decision making.
• Develop and implement standardized operating procedures and best practices across all service operations to drive consistency and performance.
• Oversee all service department functions, including staffing, field service activities, and technical support.
• Support division managers and CSS agents with scheduling, dispatching, and resource allocation to maximize efficiency and minimize customer downtime.
• Lead, coach, and mentor field technicians and service personnel, fostering a culture of excellence and continuous improvement.

Warranty & Service Division Oversight

• Oversee all Service Only Divisions to ensure best in class service delivery while reducing operational costs.
• Manage warranty resolution, parts sales, inventory coordination, and service related operational processes.
• Serve as the escalation point for complex customer service issues.

Cross Functional Collaboration

• Partner with regional leadership, branch operations, factory teams, and central support to ensure seamless service execution.
• Communicate customer needs, service trends, operational performance, and recommendations to regional and executive leadership.

Training, Safety & Compliance

• Build and implement onboarding and technical training programs to support employee development.
• Ensure compliance with OSHA requirements and all workplace safety standards.
• Monitor and manage the service technician fleet for safety and compliance.

Continuous Improvement & Performance Optimization

• Evaluate and improve service processes, operational efficiency, customer experience, and team performance.
• Identify opportunities to reduce service and warranty costs through process improvements, standardization, and operational efficiencies.
• Track and improve KPIs including onboarding timelines, customer satisfaction, service case cycle-times, process compliance, warehouse 5S adherence of the service areas, and AR recovery.

Key Performance Indicators

• Maintain a Net Promoter Score (NPS) of 70+.
• Improve service case cycle time.
• Reduce Service and Warranty AR.
• Ensure proper service technician staffing across all divisions while reducing turnover to less than 25%.
• Monitor warranty claim costs in partnership with factory and central teams.
• Oversee fleet safety and compliance.
• Improve service process compliance and adoption of standardized operating procedures.
• Drive EBITDA margin improvement through cost optimization and operational efficiency.

Qualifications

Required

• Bachelor's degree in Business, Operations Management, or a related field; equivalent combination of education and experience may be considered.
• 7+ years of service operations, field service management, or technical service leadership experience.
• Experience supporting or managing service operations for a direct-to-consumer business.
• Proven ability to recruit, develop, and manage high-performing teams.
• Experience leading operational improvement initiatives and driving performance through metrics and accountability.
• Business acumen in budgeting, fiscal management, and operational planning.
• Proficiency in Microsoft Office Suite.
• Ability to travel up to 60–75%.

Preferred

• Experience in the home improvement industry.
• Experience in business ownership or mult