What are the responsibilities and job description for the Warranty Manager position at Trilogy?
The Warranty Manager is responsible for all issues pertaining to customer service on new homes. This person is the key leader in the attainment of high levels of customer satisfaction, and is expected to interface with other departments to continuously improve customer satisfaction processes.
Essential Duties and Responsibilities
Responsible for oversight of all warranty service processes and tasks including:
Tracking customer service claims, including Orientation, Customer Service Requests and 1-5-11 month visits.
Resolution of customer service issues, including interfaces with Tradepartners as necessary to resolve quality issues or interfaces with Purchasing Department to resolve Scope of Work issues.
Research into latent defect claims.
Management of all post warranty (after one year warranty has expired) repairs.
Review and respond as necessary to each Home Buyer Survey (HBS) and keep accurate statistics on HBS scores.
Responsible for administrative functions including:
CFT Customer Service software for tracking customer service issues. The Director must have a strong working knowledge of the software, and is responsible for accurate and complete operation of the system by all of its users.
Accurate compilation of home delivery schedules, quality and warranty service measurements.
Maintain Homeowner lot files, both active and out-of-warranty, as well as TradePartner lists, color schedules and specifications.
Staffing, training and supervision of the Warranty Specialist staff.
Participate and lead discussions with all departments on the topic of improving customer satisfaction.
Participate in Quality Assurance processes and initiatives.
Other duties/projects as assigned.
Knowledge/Experience
Complete understanding of the residential construction process
Minimum 3 years experience as a project superintendent or customer service representative.
Experience in solving customer service complaints.
Experience in completing repair of latent construction defects.
Skills/Abilities
Ability to serve as Trilogy “goodwill ambassador” in promoting positive homebuyer, vendor and inter-company rapport.
Good listening and interpersonal skills.
Ability to interface with a variety of personalities is essential.
Ability to work well under pressure and juggle multiple projects and priorities.
Good oral and written communication skills.
Organization, prioritization, follow up time management and scheduling skills a must.
Ability to project a positive and professional image of the stature befitting the position.
Customer-focused.
Competent in Microsoft Word and Excel software applications.
Professional Performance Standards
Responsible and accountable for executing the specific responsibilities listed above in complete conformance with goals, expectations and schedule commitments of the Division.
Physical Demand/Work Environment
The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is regularly required to talk and hear. The associate frequently is required to walk and sit, and occasionally is required to stand. The associate must occasionally lift and/or move up to approximately 50 pounds.
The noise level in the work environment is usually quiet to moderate.
The associate must have reliable transportation and is expected to spend several days each week at our communities interfacing with staff, customers and sales and construction associates.
Professional Development Statement
This position is expected to maintain a program for his/her own professional development and shall do so by creating, maintaining and executing his/her Professional Development Plan per company standards.
Shea Homes Active Lifestyle Communities 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
