Warranty Manager | The Providence Group

Customer Service
Posted 2 months ago

Objective:  The Warranty Manager is responsible for all post-close warranty and management of department personnel.

Reports to: Division President

Supervises: Warranty Field Personnel

Areas of Responsibility:


Warranty and Other Homeowner Services

  1. Service work orders (warranty service requests or other homeowner requests) from Homeowner Services Department are responded to homeowners within 24 hours.
  2. Prompt investigation on service work orders and scheduling of trade contractors as necessary to address defects or deficiencies.
  3. Homeowner is informed of repair schedule, status, and expected completion date (Company cycle time goal is five business days).
  4. Homeowners are updated promptly as conditions or schedules change or if completion commitment date is in jeopardy of being missed.
  5. Ensures all trade contractor work, suppliers, schedules, and quality standards are met.
  6. Maintain an accurate and detailed written record of actions taken and case disposition.
  7. Ensure homeowner is contacted when service work order is complete and that homeowner is satisfied.
  8. Obtain written homeowner acknowledgement of satisfactory completion (fax or e-mail is acceptable).
  9. Ensure closed cased written documentation is completed and filed for reference.
  10. Inform manager of potential or actual customer dissatisfaction as appropriate.

Customer Relations

  1. Initiate periodic pro-active contact with homeowners.
  2. Ensure that homeowner expectations have been accurately set based on the homeowner warranty and other guidelines and job aids provided by the Company.
  3. Actively address incorrect or unrealistic customer expectations when encountered. Enlist senior management and sales assistance when needed.
  4. Present a professional, polite, and courteous appearance at all times when interacting with homeowners, prospective buyers, and the general public.
  5. Properly document customer concerns and come to a decision and plan of action with the customer within agreed upon time frames.
  6. Respond to customer contacts and inquiries within established time frames and document all related communications.

Quality Management

  1. Insist on vendor compliance with Company quality standards at all times.
  2. Adhere to all company prescribed quality and defect prevention procedures.
  3. Submit to immediate manager written notification of product or service quality issues that cannot be unilaterally resolved.
  4. Document and submit to manager issues identified for product quality improvement

Contractor/Supplier Management

  1. Review all applicable job-specific information with trade contractors prior to the commencement of work (includes obtaining required insurance certificates).
  2. Ensure that trade contractors comply with all governmental safety and environmental rules and regulations as well as community rules and standards.
  3. Provide written feedback as needed to the Purchasing Department on trade contractor performance.
  4. Process invoices and bills for payment in timely manner and in accordance with Company accounts payable procedures.
  5. Authorize payment only after verification of quality and 100% completion of work.
  6. Resolve any questions or problems regarding invoices and/or payments.
  7. Adhere to all Company policies and procedures for authorization and payment of non-contract work.


  1. Follow all Company and governmental safety rules and standards.
  2. Immediately correct any observed unsafe conditions or report to higher management.

Construction Knowledge and Skills

  1. Maintain general knowledge of residential building codes.
  2. Develop working knowledge of mechanical systems, residential equipment, appliances, hardware, and finish standards.
  3. Maintain basic understanding of Company product specifications, scopes of work, blueprints, and insurance requirements.
  4. Understand the issues of water intrusion, mold, and mold remediation and that with problems of this nature, time is of the essence.
  5. Understand safety, OSHA, and environmental rules, regulations, and standards as they apply to this position.
  6. Understand Company quality and customer satisfaction goals and other performance standards and measurements.
  7. Develop in-depth knowledge of purchase agreement (sales contract), homeowner handbook, builder limited warranty, 2-10 warranty, and manufacturers’ warranties.

General Duties and Responsibilities

  1. Complete and submit timely and accurate reports and administrative requirements in accordance with Company format and timeframes.
  2. Maintain a personal time management system to facilitate organization and efficiency including task scheduling, task tracking, and task documentation.
  3. Be prepared to review on the status of assigned Warranty Service requests weekly.
  4. Accept and respond to out-of-hours emergency calls (nights, weekends, holidays).
  5. Present a professional image in accordance with company appearance standards.
  6. Maintain a high level of ethics and integrity in all dealings with all parties at all times.
  7. Demonstrate good judgment and decision-making skills.

Location: Atlanta








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