Position Summary

Lance Camper Manufacturing Corporation, a leading manufacturer of truck campers and travel trailers, is seeking an experienced, motivated, and results-driven Service & Warranty Manager to lead our entire Service and Warranty Department.

This position is responsible for overseeing both our in-house service and repair technicians and our warranty administration team, ensuring that customer concerns, dealer warranty claims, and product repairs are handled efficiently, professionally, and cost-effectively.

We are looking for a hands-on leader and self-starter who takes ownership of department operations, delivers exceptional customer service, and continuously looks for ways to improve performance.

Key Responsibilities

Department Leadership & Operations

• Manage the daily operations of the Service and Warranty Department, including service technicians and warranty personnel.
• Establish clear expectations, monitor employee performance, and hold team members accountable.
• Coordinate repair schedules, technician assignments, workload priorities, and department staffing.
• Ensure repairs are completed accurately, efficiently, and within established timelines.
• Develop procedures to improve department productivity, organization, and workflow.

Warranty Management & Cost Control

• Oversee warranty claims submitted by dealers and customers.
• Review claims for accuracy, eligibility, documentation, and appropriate repair authorization.
• Monitor warranty expenses and identify opportunities to reduce costs without compromising customer satisfaction.
• Track recurring warranty issues and work with Quality Control, Engineering, and Production to implement corrective actions.
• Establish and monitor key performance indicators, including warranty cost per unit, claim turnaround time, open claims, and repair efficiency.

Customer & Dealer Relations

• Serve as the escalation point for complex customer and dealer concerns.
• Maintain professional relationships with dealers, customers, and service partners.
• Resolve difficult situations fairly, promptly, and professionally.
• Ensure timely communication and follow-through on customer and dealer issues.
• Balance customer satisfaction with company warranty policies and business objectives.

Continuous Improvement

• Identify inefficiencies and implement practical improvements.
• Analyze service and warranty data to identify trends and recurring product problems.
• Work closely with other departments to improve product reliability and reduce future warranty claims.
• Provide regular departmental performance updates to senior management.

Required Qualifications

• Minimum five years of relevant experience in service management, warranty management, repair operations, or a related leadership position.
• Demonstrated experience supervising employees and managing daily departmental operations.
• Excellent customer service and conflict-resolution skills.
• Strong organizational, communication, and problem-solving abilities.
• Ability to manage multiple priorities and make sound decisions independently.
• Self-motivated, dependable, and comfortable taking initiative.
• Experience monitoring budgets, operating costs, and performance metrics.
• Proficiency with business software and reporting systems.

Preferred Qualifications

• Experience in the RV, automotive, marine, or manufacturing industry.
• Knowledge of mechanical, electrical, plumbing, or related service and repair systems.
• Experience managing warranty claims and dealer service relationships.
• Familiarity with manufacturing quality control and corrective-action processes.

The Ideal Candidate

We are looking for someone who takes ownership, solves problems, and leads by example.

The successful candidate will be able to manage a busy service department, develop a strong team, communicate effectively with customers, and make improvements without needing constant direction.

This individual must understand that exceptional customer service and responsible warranty cost management go hand in hand.

Why Join Lance Camper?

Lance Camper has a long-standing reputation for manufacturing quality recreational vehicles. This is an opportunity to lead an important department, strengthen customer and dealer relationships, and directly influence product quality and customer satisfaction.