Warranty Manager

Position Summary

The Warranty Service Manager plays a pivotal role in overseeing the operations of the Warranty Service Department, ensuring the swift and professional handling of customer service requests. This role focuses on aligning departmental objectives with corporate goals, safeguarding the Ridgeway's interests, and enhancing customer satisfaction. Responsibilities encompass effective leadership of the Warranty Service Supervisor, Associates, and Technicians, while optimizing processes, fostering cross-functional collaboration, and maintaining compliance. The Warranty Service Manager embodies adept leadership, strategic thinking, and exceptional communication skills, contributing to both team success and the overarching company mission.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

· Adhere to company policies and procedures.

· In collaboration with the Risk-Claims Manager, report damages related to plumbing installations to minimize costs. Identify and correct wrong installation processes, practices and materials.

· Process all incoming client service, and warranty calls in pleasant and courteous manner.

· Manage team evaluation of post-construction service requests to determine whether repair is warrantable or the responsibility of homeowner.

· Identify, evaluate, expedite and triage emergency repairs.

· In collaboration with the Warranty Service Supervisor, assign service tickets to Technicians based on schedule and geographical locations.

· Respond quickly to create contingency plans and fill gaps.

· Manage schedules and technicians.

· Effectively, comfortably communicate with construction staff to coordinate assistance.

· Manage complaints, provide appropriate solutions, alternatives and timely follow-up to ensure resolution for escalated issues from Warranty Service Supervisor

· Manages completion of quality home repairs within standards set by Ridgeway and industry specifications.

· Thorough understanding of work order requests for extensive repairs that require multiple trades, return appointments, and adjustment to routine procedure and/or installations.

· Process, and/or manage manufacturer warranty claims; performs and/or oversees timely claim submittal, and payment processing.

· Perform and/or manage the collection calls on past due billings and other accounting functions as needed.

· Train new Warranty Service Associates to efficiently complete their tasks.

· Delegate and oversee the day-to-day tasks of employees and coordinate with them to ensure those tasks are completed accurately, according to instruction and in a timely fashion.

· Ensure that employees follow management directives and company policy.

· Evaluate and perform Performance Reviews, which include disciplinary actions and raises.

· Process timesheets for the department and coordinate process with Payroll administrator.

· Receive and process time off requests.

· Coordinate and manage Emergency Service calendar, including for holidays.

· Receive, evaluate, report and manage equipment repairs.

· Manage the Warranty Service Supervisor to assess, inventory and reorder working service part inventory.

· Evaluate and schedule bi-annual recertification of licensed Backflow Technicians.

· Evaluate and schedule annual recalibration of test kits.

· Other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

· Minimum of High School Education completed, Associate Degree Preferred.

· At least 3 years of Customer Service/Client Service Associate/Warranty Specialist Associate (Preferred)

· At least 1 year of experience within a supervisory position or leading groups.

· Ability to clearly speak, read and write in English.

· Ability to schedule and effectively direct field personnel.

· Excellent verbal and written communication skills.

· Strong organizational and time-management skills.

· Ability to multitask and prioritize in a fast-paced environment.

· Strong interpersonal skills and ability to work collaboratively with others.

· Strong proficiency with computers, Microsoft Excel, and Outlook.

· Ability to effectively perform at peak workload.

· Demonstrated positive influence to the experience, motivation, and performance of the workforce through their day-to-day interactions, providing connection, and belonging to their peers.

· Strong analytical skills.

· Self-motivated, tactful, results and goal-oriented professional.

· Highly developed interpersonal, organizational and communication skills.

Physical Demands and Work Environment

• Office environment with standard office equipment

To apply, go to: https://www.ridgewayplumbing.com/Account/PreemploymentApplication/PreEmploymentApplicationStart.aspx

Job Type: Full-time

Pay: $28.00 - $35.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime
• Weekends as needed

Ability to commute/relocate:

• Boynton Beach, FL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)
• warrantee/service manager: 1 year (Preferred)
• new construction plumbing: 1 year (Preferred)

Work Location: In person

Salary : $28 - $35