Area Warranty Manager

Job Description Summary

As an Area Warranty Manager within our company, you will hold a vital role in effectively managing the Division's warranty team, fostering strong professional relationships with both team members and customers, and ensuring exceptional customer service continues after the sale is closed. Your responsibilities will encompass team leadership, customer interactions, trade partner coordination, and proactive management of warranty trends.

Job Details

What You’ll Do

• Provide effective management to both the field and office warranty team members, guaranteeing an exemplary customer experience
• Direct and oversee the warranty team, including recruitment, development, and retention of team members
• Manage post-sale interactions, ensuring a superior customer experience that enhances referrals and builds lasting customer relationships
• Interact with homeowners to establish clear expectations regarding the warranty process and associated procedures
• Evaluate warranty requests from the division and determine the appropriate courses of action
• Coordinate a diverse group of trade partners according to homeowners' schedules to efficiently address warranty items
• Conduct follow-up visits with homeowners to ensure completed work adheres to high standards of cleanliness, completeness, and timeliness
• Facilitate communication between contractors and homeowners to confirm work schedules and ensure timely completion
• Engage in negotiations, manage payments, and verify pricing with trade partners based on contracted costs
• Perform monthly reviews and tracking of warranty trends to identify areas for improvement and optimize service delivery
• Prepare weekly payroll for the warranty team
• Maintain thorough and organized documentation of all warranty claims
• Conduct comprehensive research into areas of concern to determine effective courses of action and solutions
• Efficiently manage a high volume of warranty calls, ensuring timely and effective responses
• Actively contribute to divisional customer satisfaction goals
• Provide regular detailed reports on customer warranty data to the Customer Service Director
• Participate in budgeting for warranty-related activities as needed
• Perform other duties as assigned

Sound Like You?

You might be just who we’re looking for if you have…

• A proven track record of successful team management and leadership
• Strong communication skills and the ability to build relationships with team members and customers
• Proficiency in negotiation, payment processing, and verifying pricing
• Analytical skills to review and track warranty trends, identifying areas for improvement
• Excellent organizational and documentation abilities
• Strong problem-solving skills and the ability to make informed decisions
• Exceptional time management skills and the capacity to handle a high volume of tasks
• Commitment to delivering outstanding customer service and contributing to customer satisfaction goals
• Regular reporting skills to communicate warranty data effectively
• Previous experience in budgeting preferred
• College degree or work-related experience in customer service field preferred
• Prior management experience is required
• Must have a minimum 3-5 years in an industry related field

FLSA Status: Exempt

Will have responsibilities such as:

• Interviewing, selecting, and training employees
• Setting rates of pay and hours of work
• In charge of fostering team member retention and promoting engagement within the team or organization
• Evaluating productivity; handling grievances or complaints, or addressing disciplinary actions of team members
• Determining work techniques
• Planning the work
• Apportioning work among employees
• Determining the types of equipment to be used in performing work, or materials needed
• Planning budgets for work
• Monitoring work for legal or regulatory compliance
• Providing for safety and security of the workplace

Essential Functions:

Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Report to Division/Corporate Office/Community daily and adhere to schedule
• Ability to access, input, and retrieve information from a computer and/or electronic device
• Ability to interact effectively in different situations and resolve conflict face to face with customers, co-workers and higher level managers
• Ability to make decisions which have significant impact on the company’