Lead Warranty Specialist - Residential Construction

Location:  West Valley

The function of this position is to manage, direct, and accept accountability for all Warranty service activities and reporting functions associated with the Warranty Department. The Lead WS provides leadership in and manages the coordination of all activities within the Warranty process, thus optimizing the effectiveness of Trades, ensuring compliance with Shea Homes customer satisfaction and quality assurance standards, and maintaining a safe work environment. Additionally, the Lead WS will mentor lower-level Warranty Specialists. 

Knowledge/Experience for Lead Warranty Specialist
•    High school diploma or equivalent required; BA/BS degree preferred
•    Proficient in facilitating all aspects of Warranty
•    Multilingual skills preferred
•    Monitor and manage Trade performance
•    Effectively delegate responsibilities to direct reports
•    Able to teach MS Office and Shea operating systems
•    Possess proficient business writing skills and perform daily data entry 
•    Proficient execution of check request and insurance claim processes
•    Have proven problem solving capabilities at management level
•    Demonstrate Shea Homes Vision, Purpose and Values
•    Proficient knowledge and understanding of Shea Homes warranty program and manufacturer warranties
•    Able to teach effective leadership skills
•    Proficient knowledge of construction process
•    Manage and analyze Warranty budgets

Key Result Area #1 – Customer Satisfaction
•    Establish and maintain regular and proactive communication with internal customer and Members
•    Manage and resolve Customer issues within company goals and communicate progress on completion
•    Review surveys and associated reporting tools to understand trends and adjust accordingly
•    Train Warranty Specialists in customer satisfaction
•    Coordinate training with Sales, Production, Design and Purchasing Departments to enhance product/process knowledge

Key Result Area #2 – Scheduling
•    Follow up with Warranty Specialists weekly schedule to ensure Warranty goals are being met
•    Update schedule system every day 
•    Hold suppliers accountable to schedule system
•    Ensure Warranty Specialists meet response time goals
•    Ensure Warranty staff submits timely and accurate paperwork

Key Result Area #3 – Quality Assurance
•    Oversee Quality Performance Reviews (QPR’s), Internal Acceptance, Customer Walk Through, 1-5-11 Month Visits, and Service Response processes
•    Know and be a resource to the team on feature/function/benefit
•    Facilitate discussions with Trades regarding quality improvement
•    Able to verify internal acceptance of homes if Warranty Specialists are not available
•    Train Warranty Specialists in the division’s quality standards and require accountability
•    Share 0-60 day “Hot spot report” data trends with Operations & trades

Key Result Area #4 – Safety and Site Management
•    Ensure compliance with the Shea Homes safety program
•    Coach Warranty Specialists on how to hold Trades responsible for safety
•    Ensure the community is clean
•    Participate in Trade Safety Council meetings
•    Facilitate Job Hazard Analysis (JHA)

Key Result Area #5 – Trade Management
•    Ensure Trades adhere to their scopes of work 
•    Maintain positive relationships with Trades
•    Review and approve invoices daily
•    Coach Warranty Specialists on how to develop and grow Trade relationships 

Key Result Area #6 – Warranty Specialist Mentoring
•    Coach and train Warranty Specialists in their responsibilities to progress to Lead WS role
•    Participate in performance reviews, Individual Development Plans and Performance Assessments with Warranty Specialists

Key Result Area #7 – Management / Leadership
•    Have good communication skills, problem solving, and process improvement 
•    Train in problem solving, process improvement, and employee relations including but not limited to;
o    Recruiting
o    Targeted Selection
o    Human resource legalities
o    Human resource administration
o    Employee development
o    Approve timecards & PTO

Key Result Area #7 - Cost Management
•    Demonstrate utilization of Warranty software for generating work orders and follow up cost tracking
•    Have knowledge of risk management elements to avoid litigation
•    Ability to train team on:
o    Trade negotiation
o    Back charge notification
o    Risk management
o    Mold remediation
o    Compass cost tracking
o    Department budgeting (directs/indirects)
o    Community budgeting (SG&A)
o    Approve CSR purchase orders & back charges

Qualities for Position:
•    Warranty Specialist qualities
•    Demonstrate unsolicited participation
•    Able to effectively handle and mediate difficult situations
•    Effectively deal with internal and external customers
•    Able to handle multiple projects at one time
•    Provide solutions in difficult situations
•    Possess strong leadership skills and lead by example
•    Have effective written and verbal communication skills
•    Understand, adhere to and mentor others about Shea Homes policies and procedures
•    Support and display alignment with division goals and procedures
•    Take responsibility for the professionalism of the Warranty Department team members
•    Active in improving quality through open communication 
•    Manage Trade conflict resolutions within Warranty Department
•    Participate in the administration of corrective action plans for direct reports

Shea Homes is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.
EOE/M/F/D/V