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    Warranty Service Manager - Plano, United States - Highland Homes

    Highland Homes
    Highland Homes Plano, United States

    1 week ago

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    Description

    ** Warranty Service Manager / Customer Care Manager**

    **Job Category****:** WARRANTY **Requisition Number****:** WARRA01581 Showing 1 location **Job Details**

    **Description**

    For over 30 years, one Company has represented quality & leadership - **Highland Homes** - where building careers goes hand in hand with excellence in new home construction. Highlands employees thrive in an atmosphere of appreciation & confidence, contributing their unique ideas to the Companys overall success. **Employee Owned. Customer Focused.**

    Highland Homes is currently accepting resumes for a Warranty Service Manager / Customer Care Manager position. A High School Diploma is required, a Bachelor's degree in Construction Management or a related field is preferred. A minimum of 1 year Warranty Service experience is preferred. This position will assure the Company warranty program is successfully implemented in a timely manner and within budget. This position provides a high level of quality customer service to homeowners during the warranty phases. The selected candidate provides customer satisfaction that reflects the Companys core values and guiding principles.

    **Job Duties and Responsibilities:**

    Be completely familiar with and able to explain the 1 year functional and 2 year mechanical warranty program, the homeowner maintenance recommendations and the 10 year structural warranty.

    Be familiar with the warranty budget and oversee that all work is completed within that budget. Hold subcontractors and vendors accountable for timely completion of their scope of work.

    Receive, review and be knowledgeable on all warranty requests for your area.

    Make contact with homeowner within 24 hours and schedule a walk through.

    Meet with the homeowner, review the list, and determine which items fall within the warranty, and set warranty expectations. Use the manual to help explain policy, procedure and responsibility for maintenance and warranty. Remind the homeowner that, although inconvenient, the home must be available during working hours to promptly complete the service.

    Coordinate and schedule warrantable repairs with homeowner and the appropriate trades and vendors.

    Confirm repairs for completion with scope of work.

    Assure that the work is completed in a timely manner. Most lists should be completed within seven (7) days after receiving the request.

    Seek to obtain homeowner sign off of the service ticket acknowledging completion. Any disputed items shall be noted.

    Accurately document every issue and all activities in situations where there is a disputed item or disagreement.

    After a reasonable attempt at remedy, refer all problems with non-warrantable issues to the Project/Division or Area Manager.

    Proactively provide feedback to the Project/Division or area Manager concerning construction and warranty matters.

    Accurately complete all subcontractor invoices and submit to Project/Division and Area Manager for approval.

    Participate and add appropriate comment or feedback in the mandatory bi-monthly construction meetings.

    Assist Construction Managers as assigned by Project/Division or Area Manager.

    Other duties as assigned.

    **Minimum Qualifications:**

    High School Diploma required.

    College Degree preferred.

    Prior Warranty Service experience preferred.

    Computer proficient in MS Office (Word, Excel, etc.)

    Effective communicator (oral and written) including desire to ask questions and learn from others.

    Strong organizational skills with keen ability to prioritize, multi-task and pay close attention to detail and accuracy.

    Prior Brix or BuildPro Software experience preferred.

    Strong customer service skills.

    Fully vaccinated for COVID-19 (defined as 14 days after the vaccines final dose).

    Highland offers a competitive benefit package, including excellent medical / dental / prescription benefits, Employee Stock Ownership Plan, 401(k), new home purchase discounts, & more all in a business casual atmosphere Join the company that recognizes & rewards the people who create their success. Highland Homes is an Equal Opportunity Employer.

    **Qualifications**

    **Skills**

    **Behaviors**

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    **Motivations**

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    **Licenses & Certifications**

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