Service and Warranty Manager

Description

Wilo USA LLC is a subsidiary of Wilo SE, which is headquartered in Dortmund, Germany. Wilo is one of the leading manufacturers of pumps and pump systems for heating, cooling, and air-conditioning solutions, as well as water supply, sewage, and drainage. Wilo USA acquired Weil Pump and Scot Pump in 2017, American-Marsh Pumps in 2019, QuantumFlo in October 2021, and HydroServ in May 2023.

We offer exceptional benefits: Health, Dental, Vision, Life and Critical Illness Insurance, an Employee Assistance Program, a Health Savings Account, a 401(k) with match, Tuition Reimbursement, nineteen (19) days of PTO, ten (10) holidays, and six (6) sick days.

Job Summary

The Service & Warranty Manager will lead warranty, repair, and return operations across Wilo, American-Marsh Pumps (AMP), and Scot-branded products. Based in Collierville, TN, this role manages the warranty ticketing system, oversees in-house and field repairs, and ensures timely resolution of customer service needs throughout the Americas. The ideal candidate will coordinate cross-functional communications, support field service scheduling, and drive continuous improvement through data analysis and training initiatives. This leader will also collaborate with Sales and Aftermarket teams, support the Authorized Service Center network, and supervise direct and indirect reports in multiple locations. 

Primary Responsibilities:

• Review and promptly respond to all correspondence related to the various responsibilities.
• Create, populate, maintain, and manage tickets and customer responses promptly.
• Consistently capture information, communicate and assign action steps and due dates, and follow up and ensure actions related to RMAs, Warranties, Repairs, and Field Service are completed as assigned.
• Field internal and external calls regarding ongoing activities, and provide support for individuals using the ticketing system and peripheral processes.
• Continually monitor ongoing processes and initiate additional action steps or elevate requests as needed to drive results that benefit the customer and company.
• Learn the internal functional methods of the various Wilo USA departments to know how and when to engage various departments and personnel when needed.
• To develop root cause analysis more easily, hands-on knowledge of individual Wilo, Scot, and AMP product families is needed.
• Participate in quality and system reviews related to job responsibilities.
• All reasonable requests made by management.
• Analyzes problems, identifies issues, and serves as the Aftermarket technical advisor.
• Interacts with customers, marketing, sales, and manufacturing, emphasizing product quality.
• Prepares technical data, bills of material, and reports for use in establishing reference material.
• Assist and advise on the purchasing of new or modified Aftermarket requirements.
• Maintain Aftermarket documentation such as standard repair procedures and inspection reports. 

Location: Collierville, TN

Direct Reports: Warranty and Service Technicians for Wilo and Scot Pumps, Field Service Technicians for Wilo and AMP

Indirect Reports: Repair Center Technicians on-site at AMP

Travel Requirements: up to 35%

Pay Range: Commensurate with experience.

Shift/hours: Normal operating hours are between 7 am and 6 pm, Monday through Friday.

Relocation: This position is not eligible for relocation assistance.

This position is not eligible for visa sponsorship. Applicants must be currently authorized to work in the United States.

PM22  

Requirements

Education, Experience, and Desired Characteristics:

• Highly detailed individual with strong organization and follow-up skills
• Excellent communication skills
• Ability to analyze and process a high volume of information and manage multiple priorities in a timely manner with precise attention to detail and a high degree of accuracy
• Extensive knowledge of internal staff responsibilities to be able to contact the proper team members for assistance in resolving problems
• Excellent Microsoft Office Suite knowledge and skillset for developing reports, customized spreadsheets, and regular presentations independently 
• Bachelor’s degree or equivalent job experience
• Field Service and/or Repair/Service Center experience
• Ability for travel 15%-20% to the field and between WILO facilities and other Wilo-owned operations

Wilo Competencies

• Achievement/ Result Orientation
• Customer Orientation
• Analytical Thinking
• High Organizational & Process Awareness
• Effective Communication and Influence
• Working with Others

The company is an equal opportunity employer, a drug-free workplace, and complies with ADA regulations as applicable.

Physical Demands and Work Environment: 

The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.