What are the responsibilities and job description for the Warranty Technician position at True Homes?
The Warranty Technician, what we refer to as a Client Services Advocate, is responsible for ensuring that each clients experience, during their warranty period, is a uniquely exceptional experience. The Client Services Advocate I efficiently and effectively reviews, completes, manages, and resolves warranty and courtesy services. The Client Services Advocate I also acts as an advocate for our clients and represents True Homes with the highest level of integrity, character, professionalism, courtesy, and ethics.
Responsibilities:
- Owns the client experience, communication, and expectations from closing through warranty period
- Establishes proper warranty expectations with every client by communicating throughout the process
- Manages scheduling and timely completion of warranty requests for every client so that when work is scheduled, it is completed on the first trip
- Documents and tracks all client services through completion using Punchlist Manager Software
- Monitors and manages trades for responsiveness, professionalism, and quality of work performed
- Ensures quality standards are being met on all warranty repairs
- Ensures that root causes of issues are being identified and reported
- Ensures that all processes and administrative procedures are followed consistently, completely, and accurately
- Practices True Lean culture to eliminate waste
- Completes all work necessary, required or appropriate, independently without the need for other trades
- Practices financial responsibility at all times when dealing with Trade Partners and warranty repairs
- Performs other duties as needed or required
Results/Accountability:
- Receive and maintain True Believer status.
- Meet or exceed productivity measurements.
- True Review position metrics are consistently 3 and above
- Completes Client Services Core Training as set by Quality Manager within 6 months
- Establishes proper warranty parameters by owning the client experience, communication, and expectations
- Ensures appointment dates with homeowners regarding warranty items are met 100% of the time
- Responds to Emergency calls within 1 hour when on-call
- Work orders are completed in 21 business days or less on average
Qualifications:
- High school diploma or GED required
- Associate degree in Construction Management or related field or applicable work experience preferred
- Two to four years of construction experience, residential construction preferred
- Basic computer skills required
- Valid drivers license, current automobile insurance, and dependable personal transportation for daily regional travel required
- Ability to work some nights and weekends by phone or be dispatched for emergencies as required
General Requirements:
- Excellent attention to detail
- Ability to multi-task
- Must be able to work independently
- Strong communication skills, written, and verbal skills
- Strong organizational skills
- Ability to work in a fast-paced environment
- Regularly drive between jobs during the workday
- Comply with all company policies and procedures
- Demonstrate the qualities and character traits as defined in the True Difference
Physical Requirements:
- Ability to traverse homes, residential communities, and ungraded lots
- Ability to ascend/descend stairs and ladders
- Ability to move ones self in confined spaces
- Ability to lift up to 25 pounds without assistance
Working Conditions:
While performing the duties of this position, the associate is regularly exposed to outside weather conditions, which may include wet and/or humid conditions, and extreme cold or extreme heat.