Sr. Supervisor, Warranty Administration

About Carrier:

Carrier, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

Summary

As the Senior Supervisor of Warranty Administration, you will lead and oversee a team of five direct reports, consisting of entry to intermediate-level professional employees as well as team leaders of customer service support staff. This role requires a hands-on leadership approach, providing close supervision of all call responses and personally managing high-level escalated customer inquiries. Beyond daily oversight, you are responsible for training staff in established customer service procedures while identifying and providing changes to procedures to ensure continuous improvement. To maintain operational efficiency, you will supervise the team closely and ensure work and tasks are distributed evenly across the group. Your core technical responsibility involves the direct administration of warranty and policy claims, while simultaneously supervising your team in the accurate administration of those same claims.

Key Responsibilities:

Leadership & Strategy

• Supervise daily operations of the Warranty Administration and Product Registration teams, providing hands‑on guidance, coaching, and support to ensure consistent service quality.
• Assist in refining and improving warranty and registration workflows by identifying process gaps, recommending enhancements, and implementing approved updates that support departmental goals and customer satisfaction targets.
• Coordinate and communicate with cross‑functional partners such as Sales, Marketing, Product Management, Legal, IT, and Quality Assurance to resolve issues, share insights, and ensure accurate application of warranty and registration policies.
• Monitor customer feedback and recurring issues, representing the customer perspective in team discussions and escalating trends or improvement opportunities to leadership to support product and service enhancements.

Warranty Administration

• Support the daily implementation and administration of warranty policies and procedures, ensuring staff follow established guidelines and escalating policy concerns or exceptions to management as needed.
• Monitor warranty claim workflows to ensure timely and accurate processing and reimbursement, providing coaching, troubleshooting support, and quality checks to maintain service standards.
• Review warranty data at the operational level to spot recurring issues, common failure patterns, or process bottlenecks, and share findings with management and cross‑functional partners to support corrective actions.
• Ensure team adherence to regulatory requirements and internal warranty standards, performing routine compliance checks and reinforcing proper documentation and process accuracy.
• Serve as an operational contact for the third‑party service provider (Service Bench/Asurion), communicating system change requests driven by state regulations, customer requirements, and internal departmental needs.

Product Registration

• Oversee daily operational processes for customer product registration (digital and paper), ensuring accuracy, completeness, and adherence to established procedures.
• Support the maintenance of a streamlined and user‑friendly registration experience by identifying issues, suggesting improvements, and ensuring the team follows best practices that promote customer engagement and accurate data capture.
• Coordinate with IT and Marketing on operational needs related to registration platforms and communication channels, report system issues, relay customer feedback, and assist with the implementation of approved updates.
• Use product registration data to support core functions such as warranty validation, customer service case resolution, product recall processes, escalating trends or concerns to leadership and cross‑functional partners when necessary.

Required Qualifications:

• Associate degree.

• 3+ years of progressive experience in customer service, or warranty management, or product lifecycle management.
• 2+ years of experience with leadership responsibilities.
• 3+ years of experience using computer applications and software.
• Able and willing to travel domestically up to 10% of the year for training and customer visits.

Preferred Qualifications:

• Bachelor’s degree in Business, or Operations Management, or Supply Chain, or a related field.
• Experience in the HVAC industry.
• Strong leadership and team management skills.
• Experience working with platforms such as Service Bench, Salesforce, and SAP.
• Excellent communication, collaboration, and stakeholder management skills.
• Proficient in process improvement methodologies (e.g., Six Sigma, Lean, Kaizen).
• Experience with basic management approaches such as work scheduling, prioritizing, coaching and process execution.
• Leadership experience in a call center, service operations, or warranty environment.
• Strong customer focus and technical aptitude; sense of urgency; strong organizational skills.
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (such as Five9).
• Experience and/or knowledge in accounting.

Benefits:
Employees are eligible for benefits, including:

• Health Care benefits: Medical, Dental, Vision; wellness incentives
• Retirement benefits
• Time Off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty; military leave; purchased vacation 
• Disability: Short-term and long-term disability 
• Life Insurance and Accidental Death and Dismemberment 
• Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account 
• Tuition Assistance 

To learn more about our benefits offering, please click here:Work With Us | Carrier Corporate  The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.  

This position may be entitled to short-term cash incentives, subject to plan requirements.

Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Applications will be accepted for at least 3 days from Job Posting Date.Job Posting Date: 03/16/2026

Pay Range:

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

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