Manager, Customer Service and Warranty

Job Details

Job Location
AAON Tulsa - Tulsa, OK

Position Type
Full Time

Travel Percentage
Up to 25%

Job Shift
Day

Job Category
Sales

Description

Job Summary: Responsible for leading AAON's customer service, warranty, and order-entry teams, ensuring exceptional support experience for our independent sales representatives and their customers. Also responsible for developing customer service procedures, implementing customer satisfaction strategies, and evolving AAON's warranty program with a strategic focus on cost control and risk mitigation.

Essential Job Duties and Responsibilities:

• Leads and manages the daily operations of the customer service, warranty, and order entry-teams.
• Develops and implements customer service policies, procedures, and standards to ensure a consistently high-quality customer experience.
• Oversees all aspects of the warranty claims process, ensuring timely and accurate resolution while minimizing financial exposure and identifying opportunities for product and process improvements.
• Monitors customer service and warranty metrics (e.g., response time, resolution rate, satisfaction scores) and identifies opportunities for improvement.
• Interacts directly with customers and reps to resolve escalated customer concerns or complex issues to ensure prompt and effective resolution.
• Collaborates with internal teams (e.g., Sales, Operations, Engineering, Quality, Technical Support) to resolve customer issues, improve cross-functional workflows, and translate warranty data into actionable insights that enhance profitability and drive long-term performance improvements.
• Coaches and develops team members, providing ongoing development opportunities to enhance team capabilities while driving continuous improvement across all functions.
• Analyzes customer feedback and data to identify trends, root causes, and improvement opportunities, and proposes plans to address issues.
• Prepares and presents regular reports on customer service performance and warranty metrics to senior leadership.

Qualifications

Education and Experience Requirements:
Bachelor's degree in Business Administration, Communications, or related field (or equivalent experience), and 10+ years' experience in customer service and/or warranty, including at least 3 years in a leadership role.

Knowledge, Skills, and Abilities:

• Passion for customer service and commitment to delivering outstanding service and building long-term customer relationships.
• Working knowledge of warranty programs and practices.
• Demonstrated leadership and problem-solving skills.
• Proven track record of improving customer satisfaction and operational efficiency.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong organizational skills and attention to detail.
• Experience with customer service software and CRM platforms.
• Ability to multitask, prioritize, and adapt in a dynamic environment.

Work Environment:

• Primarily works in an office environment.
• Periodic visits to the manufacturing facility with seasonal hot and cold temperatures, dust, and some chemical fume exposure.
• Travels occasionally as needed.

Disclaimer:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.