SSHZM - Warranty Community Experienced Manager

What will you do in this role? As a Community Experience Field Manager your main purpose to oversee larger scale warranty projects, resolve customer conflicts, mentor, and educate the Shazam customer service team members. 

You Have:  

• Ability to advise and update staff and upper management when dealing with complex issues. 

• Ability to engage with team members and trade partners in a professional manner. 

• Excellent time management skills, initiative-taker 

• Ability to advocate on behalf of customers in a professional manner, working with various construction, warranty, purchasing team members as needed to resolve customer concerns prior to, as well as post-closing. 

• Strong interpersonal and leadership skills – ability to mentor, teach, develop, and supervise employees. 

• Ability to hire, evaluate performance and implement policies and procedures for team growth. 

• Ability to advise and update staff and upper management when dealing with complex issues. 

• Ability to engage with team members and trade partners in a professional manner. 

• Strong construction management skills – ability to manage a team with a large geographical footprint. 

• Skillful at interpreting and explaining: 

• Architectural, structural, plumbing, and electrical diagrams, plans, and specifications. 

• Technical codes and ordinances. 

• Root cause of warranty issues and assigning applicable cost codes. 

• Utilizing common warranty, CSM and/or construction management applications (Field point, Hyphen, Salesforce, etc.) to manage workflow, costs, run and interpret basic reports. 

• Ability to: 

• Analyze product performance, identify systemic issues, and develop a scope of work if applicable to resolve. 

• Evaluate warranty issues to determine warrantability, construction or remediation needs. 

• Clearly demonstrate quality standards and specifications both technical and construction related onsite for employee training, warranty triage, inspections, or homeowner educational purposes. 

• Proficient in: 

• Cost management, recommending cost saving initiatives, coordinating, setting, and meeting department budgets. 

• Work order management, trade accountability. 

• Time management – ability to multi-task, strategize and oversee several projects. Delegate projects as needed while still overseeing through to resolution. 

• Performing basic home warranty /handy man repairs such as, but not limited to. 

• Drywall, paint, trim carpentry, minor plumbing, minor maintenance. 

• Effective communication skills – 

• Skillful at mediating and resolving disputes with homeowners and/or trade partners. 

• Ability to. 

• Develop and present training materials. 

• Develop written reports when necessary to support company determinations on warranty claims. 

Develop professional relationships with trade partners, inspectors, local ordinance representatives and homeowners. 

• Ability t