Warranty Hub Regional Manager - Charlotte, NC

Warranty Hub Regional Manager (Charlotte, North Carolina)

The Musco Services Team has an opening for a Warranty Hub Regional Manager in the Charlotte, North Carolina area. If your experience aligns with the qualifications outlined below, we look forward to hearing from you!

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Essential Criteria:

• Post-high school education (trade school, associates, or bachelor’s degree) in business or customer service-related field or equivalent experience preferred
• 5-7 years of leadership/supervisory experience is preferred
• Work knowledge and experience in a customer services business
• Excellent verbal, written, and telephone communication skills
• Excellent technical and problem-solving abilities
• Work well in a fast-paced, ever-changing environment
• Mechanical aptitude or knowledge
• Ability to coordinate schedules and perform managerial duties
• Strong personal initiative and ability to work with little supervision
• Strong organizational skills
• Computer skills in Word, Excel, and internal computer systems
• Strong small meeting group skills

Roles and Responsibilities:

• Responsible for the management, operations of a services hub executing on service orders that take place within a defined geography, roughly a 200-mile radius of the hub’s office location.
• Assist in development of hub processes with the support from Musco’s Corporate Services Team. Operational and budget responsibilities of the regional warranty hub to ensure company goals are met in quality and quantity of warranty claims, completion timeframes, product inventory and overall operations
• Coordinate, communicate, and confirm schedules for warranty requests including project details, technician schedules, customer schedules, vendor management, and rental of necessary equipment to complete projects in a timely manner providing high levels of customer service
• Key focuses on service quality, safety and the customer/Musco warranty experience, as well as meeting needs of Musco’s internal process requirements (RMA) and hub product inventory
• Oversee the daily service operations within the assigned geography, people leadership, coaching, expense management, inventory control, safety and appearance.
• Direct management of the regional technician team (3 – 6 direct reports). Team development, salary recommendations, approving PTO and maintaining consistent communication with technicians regarding daily work duties, schedules and performance to ensure key indicators and goals are achieved
• Make solid financial decisions related to project costs (rental equipment, tech purchases, logistics decisions), as well as working with vendors to set up pricing standards
• Develop a working knowledge of standard Musco products and ability to forecast length of time to make repairs or project work.

Other Special Requirements:

• Travel to a job site is anticipated to occur monthly and as needed to work with each direct report and at times cover their technician duties due to PTO, and gain knowledge into their team members’ everyday roles and responsibilities
• Travel to Musco Corporate office for departmental meetings and training as needed.
• Given that we provide Sports Lighting some night work is required at times

Who is Musco:

Musco, a privately held company since 1976, is the global leader in sports and large-area lighting solutions, with projects in 135 countries. Headquartered in Oskaloosa, Iowa, Musco employs more than 1,800 team members worldwide.

Team Culture and Partnerships:

At Musco, we offer meaningful work in a team-first culture with continuous learning and professional development. We value work-life balance, providing flexibility for community involvement, family activities, and personal time.

As supporters of recreational organizations, we help ensure safer and more enjoyable playing experiences worldwide. If giving back resonates with you, learn more about our partnerships.

At Musco, we make it happen and want you to be a part of it.

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