Job Details

Service & Warranty Manager

Southern New Jersey (On-Site) | Full-Time

Build the Service Organization. Own the Standard.

We manufacture commercial and scientific refrigeration equipment trusted by restaurants, hotels, chain operators, hospitals, blood banks, pharmacies, and clinical laboratories. Two distinct divisions. One growing company. And a real opportunity for the right leader to build something lasting.

We’re hiring a Service & Warranty Manager to own the entire field service and warranty function — across both divisions — from the ground up. You’ll inherit a foundation and a mandate to make it exceptional. This is a hands-on leadership role with 2–3 direct reports from day one and a clear runway to grow the team as the company scales.

If you’re a technically deep, operationally sharp service professional who’s tired of maintaining someone else’s system and ready to build your own, this is the role.

What You’ll Own

The Service Network You’ll build, manage, and expand our authorized service agency (ASA) network across the U.S. and Canada — covering both commercial foodservice and scientific/medical product lines. You’ll set the SLAs, define the compliance standards, manage dispatch and scheduling, and be the escalation point when things get complex. When a critical account needs on-site support, that’s you.

The Warranty Program End-to-end ownership: claim intake, authorization, tracking, failure analysis, cost management. You’ll develop and maintain a coding and tracking system that turns field data into product intelligence — and work directly with engineering to close the loop on reliability. You’ll manage the warranty budget and drive initiatives that reduce costs without sacrificing customer satisfaction.

Technical Training & Documentation You’ll create and maintain the technical content that makes the service network run: manuals, troubleshooting guides, installation and startup documentation, and preventive maintenance checklists. You’ll design and deliver training — in-person and web-based — for authorized service agents and key account personnel, and build onboarding programs for new product launches.

Your Team You’ll directly manage 2–3 service and warranty team members with full accountability for hiring, performance, scheduling, and development. As we grow, so does your team.

Cross-Functional Impact You’ll be a standing partner to Engineering, Operations, Sales, and Quality — supporting new product launches, feeding field data into CAPA and QMS processes, and representing the service function at trade shows, industry events, and customer sites.

What You Bring

Required:

• 8+ years in commercial refrigeration, foodservice equipment service, or scientific/laboratory refrigeration, with demonstrated technical depth in electrical, refrigeration, and/or gas systems
• 3+ years in a service management or warranty management role with direct reports
• Proven experience building or managing authorized service agency networks
• Strong working knowledge of warranty administration, claim tracking, and failure analysis
• Experience developing technical training curricula, service manuals, and troubleshooting documentation
• Clear communicator across all levels — technicians, customers, engineers, and executive leadership
• Proficiency with Microsoft Office and service management or CRM platforms
• Ability to travel nationally approximately 20–35% for training, ASA visits, customer escalations, and trade shows

Preferred:

• Experience spanning both commercial foodservice equipment and scientific/medical refrigeration (laboratory, blood bank, pharmacy)
• CFESA certification (Gas, Electric, and/or Master Technician)
• EPA Universal Refrigerant Certification
• Familiarity with UL/ETL processes, NSF/ANSI 7, and medical refrigeration compliance standards (USP, AABB)
• ERP or CMMS experience (Sage 100 or equivalent)
• Background in instructional design or e-learning development for technical content
• Familiarity with ISO 9001 QMS principles and CAPA-driven improvement processes

Why This Role Stands Apart

Dual-platform scope. Very few service leaders get exposure to both commercial foodservice and scientific/medical refrigeration under one roof. This role covers both — and that breadth is rare on a résumé.

Builder, not maintainer. You’re not inheriting a mature bureaucracy. You’re architecting the service infrastructure for a growing company, which means your decisions stick and your impact is visible.

Direct line to leadership. You’ll report to senior operations leadership with fast access and real support for the initiatives you drive.

Room to grow. The team starts at 2–3 and scales with the business. The person who builds this function is the natural leader of a much larger team in 2–3 years.

Competitive compensation, medical, dental, and vision benefits, and an entrepreneurial environment where service is treated as a strategic priority — not an afterthought.

Our client is an equal opportunity employer committed to a diverse and inclusive workplace.

Apply for Consideration

If your education, experience, and leadership background align with this opportunity, please click Apply and upload your resume for consideration.

Craig Wilson is the American Recruiters expert leading this search. Please upload your resume today!

Craig Wilson

American Recruiters 

cwilson@ariteam.com 

To search all American Recruiters jobs, visit: https://www.americanrecruiters.com/job-search/