Warranty Support Lead

Warranty & Support Lead

Location: Markham, ON
Work model: Hybrid – 4x in office, 1x WFH
Type: Full-time
Region: USA + Canada
Reports to: Director of Product

Role Summary

The Warranty & Support Lead owns the end-to-end warranty and support experience for the USA and Canada. This role is the primary decision-maker for warranty outcomes, Zendesk workflows, Help Center content, and escalations. Success is measured by speed, first-pass resolution quality, reduced repeat issues, and clear product trend visibility back into the Product team.

Responsibilities

Warranty Resolution and Customer Support

• Own the customer experience through the full warranty lifecycle.

• Assess and approve warranty resolutions (parts, labor, replacements) using sound judgment across trust, speed, and cost.

• Triage B2B end users/tenants to the right contractor or property contact when needed.

• Maintain the product serial number database.

• Process parts orders via phone and Zendesk with high accuracy and on-time delivery.

• Support procurement with parts inventory planning aligned to sales projections.

Contractor and Stakeholder Management

• Act as the main point of contact between customers, contractors, vendors, and internal teams for warranty/support issues.

• Build and maintain a third-party contractor network.

• Deliver product/support training to external stakeholders (contractors, hotel maintenance teams, GMs), and drive adoption of Help Center resources.

Zendesk and Help Center Ownership

• Own Zendesk setup for the region: workflows, automations, macros, tagging standards, and reporting.

• Ensure tickets are captured, categorized, and tracked cleanly.

• Use Zendesk data to identify trends, repeat failures, and systemic issues.

• Create and maintain Help Center articles that reduce ticket volume and repeat inquiries.

Technical Resolution and Product Feedback Loop

• Partner with vendors to investigate, diagnose, and resolve issues, driving corrective actions when clear.

• Escalate systemic or design-level issues to Product with evidence and context.

• Perform hands-on troubleshooting using in-office product samples to validate failures and speed up resolutions.

• Feed learnings back into product improvements, documentation, training, and quality processes.

  Qualifications:

• HVAC experience is the key filter (does not need to be a licensed tech).

• Electrical exposure is valuable because their products are electrically heavy.

• Prefer warranty/customer service/ticketing background (inside sales adjacent can work).

• Must genuinely like helping people and solving problems.

• Needs to be independent and capable of growing into leadership (future manager potential).