Warranty Superintendent

Job Title: Warranty Superintendent
Department: Warranty
Business Unit: Custom & Development
Markets: Lafayette, Lake Charles & Baton Rouge
Reports to: Warranty Manager

General Summary:
In this role, you will play a crucial part in ensuring the satisfaction of our homeowners by managing and coordinating warranty-related activities for our newly constructed homes. You will collaborate closely with homeowners, contractors, and internal teams to address warranty concerns efficiently and maintain our commitment to quality craftsmanship and customer experience.

KPIs (Key Performance Indicators):

• Time to Complete Request – Complete requests within stated goals.
• Customer Experience – Customer satisfied, likely to recommend within stated goals.
• Budget – Stay within budget.

Job Responsibilities

• Serve as the primary point of contact for homeowners regarding warranty-related inquiries and concerns.
• Coordinate and schedule appointments for warranty inspections and repairs with homeowners and contractors.
• Maintain accurate records of warranty claims, inspections, repairs, and other related activities.
• Collaborate with construction and service teams to ensure timely resolution of warranty issues.
• Evaluate warranty claims to determine eligibility based on company policies and guidelines.
• Communicate effectively with homeowners, contractors, and internal stakeholders to provide updates on warranty status.
• Prepare and distribute relevant documentation and reports related to warranty activities.
• Continuously monitor and track warranty trends and identify areas for improvement in construction processes.
• Assist in the development and implementation of strategies to enhance homeowner satisfaction and reduce warranty claims.
• Conduct follow-up with homeowners to ensure their concerns have been resolved to their satisfaction.
• Provide exceptional customer service by addressing inquiries and concerns promptly and professionally.
• Stays current with all aspects of the new home construction industry including construction techniques, verbiage, warranty guidelines, etc.

• Responsible for diagnosis of construction and building science issues
• All other duties and responsibilities as assigned by management

Core Competencies/Required Skills and Abilities

• Excellent communication (written and verbal) and interpersonal skills
• Excellent time management and organizational skills

• Problem solving and decision-making capabilities.
• Basic technology skills; including Microsoft Office, Outlook (email), and experience with residential production back-office systems.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, feel, and talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch or crawl.
• The employee must occasionally lift and/or move up to 100 lbs. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Work Environment and Schedule:

• Normal business hours are Monday through Thursday 7:00am - 5:00pm and Friday 7:00am - 12:00pm.
• Evening and weekend work required rotation.

**Occasional travel to other markets**

Required Experience/Education

• Customer service experience
• Superintendent construction experience
• High School or equivalent
• Bachelor’s degree preferred.