Job Description

Warranty Manager

As the Warranty Manager, you will provide management, strategic planning, tactical execution of all aspects of Warranty along with managing and maintaining customer relationships to drive customer loyalty and trust. Managing customer satisfaction will be completed by a motivated problem-solver who has a strong background of experience in residential construction. The successful candidate will have excellent leadership skills to motivate and support the team.

What will you do in this role?

• Manage warranty technicians' day to day activities driving the following results:

• 7-day average turn-around of warranty work across the business
• Completion of warranty work and customer satisfaction
• Professionalism and tact in personal presentation with customers
• Reduction and control of warranty expenditures
• Manage day to day activities of warranty coordinators
• Conduct customer inspections and walkthroughs as per company standards when required.
• Discuss warranty items and notify technicians of potential concerns with clients.
• Follow-up with the Operation Manager on the warranty performance of trades.
• Facilitate condominium turnovers with property management, determine and report deficiencies, and ensure timely completion of outstanding items.
• Liaise with the Customer Experience team on escalated homeowner concerns and trends while aiming to increase the customer experience scores.
• Work with the Customer Experience team in writing and implementing any changes to the Rohit Communities walk-through and home delivery process.
• Follow-up on outstanding warranty items not completed in a timely manner.
• Investigate, review, and approve all invoices for trades regarding warranty work.
• Review and approve all warranty expenditures up to set dollar limit; above limit expenditures to be reviewed with management.
• Attend all ANHW (Alberta New Home Warranty) related customer visits.
• Build strong working relationships with ANHW reps.
• Expediently report high risk problems to the Operation Manager.
• Maintain current knowledge of building codes, warranty guidelines, and other relevant industry information.
• Work with construction team and warranty techs on chronic problems or costly warranty areas.
• Ensure all appropriate safe work practices, policies, and documentation is being adhered to.
• Be an ambassador of an exceptional customer experience.
• Create a team environment within warranty department and harmony with construction and all other departments.
• Onboard and train new warranty technicians and coordinators to the team when required.
• Train and develop future warranty leaders.
• Other duties as required.

What do we look for?

• A bachelor's degree in related field supplemented with 3 years of experience or high school diploma with 7 years of directly related experience preferably in residential construction.
• Experience managing and motivating a high functioning team of staff members.
• Sound knowledge of building code and safety code requirements.
• Sound knowledge of New Home Warranty policies.
• Exceptional customer service and effective communication skills (oral and written).
• Able to work independently.
• Must be proficient in Microsoft Windows and Microsoft Office (Word, Excel, Power Point, and Access).
• Successful candidate will be a highly motivated, self-directed, proactive individual who works effectively under pressure and time constraints with the ability to multi-task and work within a team environment.
• Required to meet deadlines, must be comfortable prioritizing tasks, demonstrate flexibility, display a strong work ethic, and sense of urgency.
• Proactive approach to problem solving.
• Strong leadership skills including initiative and drive.
• In progress or completed Red Seal Certification in carpentry is preferred.

What is in it for you?

As a valued member of our team, you will be awarded a competitive salary evaluated on knowledge, skills, and experience, plus:

• $1,200 Annual Phone and Computer Allowances.
• Competitive Health, dental, vision, and life/disability insurance plans.
• $600 Annual Personal Wellness Spending Account.
• Encouragement and financial support for continuous learning & development programs and numerous opportunities for growth and mentorship.
• Corporate Wellness Program (recreational facilities, fitness, and health centers)
• Employee discount program on Rohit products.
• 100% Employer matched RRSP program.
• $2,000 per referred hire as part of our Employee Referral Bonus.
• And many more!

Experience. Opportunity. Efficiency. Integrity. Innovation. Perseverance. Balance. Leadership. These are the 8 core values that are at the heart of Rohit Group.

If our values resonate to you and are looking for an exciting opportunity and a rewarding career, look no further. We are always looking to add talented individuals to our team.

Please note that only those selected for an interview will be contacted

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