Area Warranty Manager

Area Warranty Manager

Requirements

• 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
• Prior management experience is required
• Must have a minimum 3-5 years in an industry related field

Responsibilities

• 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

Preferred Qualifications

• Previous experience in budgeting preferred
• College degree or work-related experience in customer service field preferred