Warranty, Parts, and Service Manager

**Department**: Aftersales
**Reports To**: Director of Supply Chain and Aftersales Support
**Location**: Chilliwack, BC

**Position Summary**

The Warranty, Parts, and Service Manager oversees all aspects of the aftersales experience, ensuring Escape Trailer customers receive exceptional support throughout their ownership journey. This role manages warranty administration, service operations, and parts sales/distribution while developing efficient systems, vendor relationships, and team performance standards that uphold Escape’s commitment to quality and customer satisfaction.

**Key Responsibilities**

**Warranty Management**
- Lead the administration of customer and dealer warranty claims in accordance with company policies.
- Analyze warranty trends and root causes to drive product quality improvements.
- Collaborate with Production, Quality, and Engineering teams to ensure timely feedback and corrective actions.
- Oversee warranty budgets, recovery processes, and reporting metrics.
- Maintain accurate records of claims, authorizations, and field service actions.

**Parts Management**
- Ensure parts catalog accuracy and availability for both internal and customer needs.
- Develop and maintain relationships with key suppliers and vendors.
- Manage pricing, margins, and logistics to ensure profitability and efficiency.
- Implement continuous improvement initiatives for parts sales and inventory systems.

**Service Management**
- Lead the Service team responsible for repairs, upgrades, and maintenance of customer trailers.
- Establish service standards and procedures that reflect Escape’s brand values.
- Coordinate scheduling, technician workload, and workflow optimization.
- Support the development and certification of external service partners across North America.
- Ensure safety, quality, and compliance standards are met in all service operations.

**Leadership & Customer Experience**
- Provide coaching, training, and performance management for warranty, service, and parts staff.
- Handle escalated customer concerns with professionalism and empathy.
- Collaborate cross-departmentally to enhance the overall ownership experience.
- Track KPIs (e.g., turnaround time, claim accuracy, customer satisfaction) and report results to leadership.

**Qualifications**
- 5+ years of experience in warranty, parts, or service management (RV, automotive, or manufacturing industry preferred).
- Strong understanding of technical systems, components, and repair processes.
- Proven leadership and team development experience.
- Excellent communication, problem-solving, and organizational skills.
- Proficient in ERP systems, CRM tools, and Microsoft Office Suite.
- Commitment to continuous improvement and customer-first culture.

**Core Competencies**
- Customer Service Excellence
- Cross-Functional Collaboration
- Analytical and Strategic Thinking
- Process and Systems Improvement
- Team Leadership and Mentorship
- Results Orientation

**Working Conditions**
- Full-time, on-site role at Escape Trailer headquarters.
- Regular interaction with customers, vendors, and internal teams.
- Occasional travel to service partners, supplier sites, or industry events.

**Job Types**: Full-time, Permanent

Pay: $70,000.00-$80,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Application question(s):

- Do you live in Canada? (required)
- Do you have a Canadian work permit (if required)?
- How much experience do you have in service, parts and warranty?

**Experience**:

- Manufacturing or Dealership: 5 years (preferred)
- Supervisor: 2 years (preferred)

Work Location: In person