Senior Manager, Service - Water Heater Warranty & Service

At GE Appliances, a Haier company, we come together to make “good things, for life.”  As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way.  We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together.  

The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities:
* we come together*,
* we always look for a better way*, and
* we create possibilities*.As a GE Appliances’ Senior Service Manager – Water Heater Warranty and Service Strategy, you’ll be the central gate point for identifying and resolving product issues, acting as a liaison between customers, contractors, installers, and the Product Line. The role delivers post-sales service and support across all channels, tailoring methods to BG&I, builders, retail, and pro segments while providing “white glove” quality and service insights to Engineering, Technology, Operations, Product Management, and Quality.

As the upfront voice of warranty and service, the specialist informs product design, parts inventory needs, and operations planning, while driving cross-functional issue resolution and service improvements in partnership with Product Management, Technology, and Commercial Operations.## ## Position Senior Manager, Service - Water Heater Warranty & Service## ## Location

USA, Louisville, KY## How You'll Create Possibilities
** Essential

Duties & Responsibilities
**** Case Management & Service Quality Program Leadership
*** Serve as the subject matter expert for Water Heater service performance, warranty programs, and national case management processes.
* Lead the end-to-end Water Heater Service Quality & Escalations Program, including trend analysis, root-cause identification, and cross-functional issue resolution.
* Develop and maintain national warranty policy frameworks, including replacement criteria, buyback programs, labor reimbursement guidelines, and exceptions management.
* Assess and implement moderate to significant improvements to service operations, case workflows, and warranty processes that directly impact customer satisfaction and business results.
* Independently make complex, time-sensitive decisions within corporate guidelines to maximize owner satisfaction and ensure consistent application of warranty policies.
* Design, implement, and automate quality reporting systems, ensuring accurate tracking of field performance, service outcomes, and part-return behaviors.
* Monitor parts ordering activity to identify systemic gaps, compliance issues, and opportunities for process improvement across the service ecosystem.
* Establish and track KPIs for service quality, warranty performance, and case resolution effectiveness; communicate findings to leadership and cross-functional partners.
** National Service Network Strategy
*** Develop the national third-party service coverage strategy, including capacity modeling, network optimization, and long-term service partner development.
* Partner with Sales, Operations, and Territory Representatives to forecast service demand by region and proactively address coverage gaps through strategic recruiting and partner expansion.
* Manage national and state labor rate structures to ensure market competitiveness, cost alignment, and compliance with contractual standards.
* Lead initiatives to improve service partner performance by leveraging QOS metrics, diagnostic insights, and targeted capability-building efforts.
* Provide coaching, guidance, and subject-matter leadership to field teams and internal contributors involved in service network execution.
** Product Support & Cross-Functional Influence
*** Act as the primary liaison between Service, Product Engineering, Technology, Product Management, Operations, Field Service, and TAG, bringing forward meaningful field insights and influencing product decisions.
* Lead the development and delivery of product training strategies for Call Center teams and service partners, including NPIs and…