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Reports To: Production Manager

Overview

This position oversees the service and warranty division, a two—to three-man team. It ensures our internal and external clients’ customer satisfaction, quality control, and efficiency. This role combines the responsibility of small projects identified as small projects, between 1k and 50k in revenue, and warranty with most past clients.

Responsibilities:

• Process and evaluate warranty claims to determine validity and eligibility, ensuring compliance with NDR warranty policy and Vendor policies.
• Coordinate repairs or replacements for defective materials or workmanship, liaising between homeowners, contractors, and suppliers.
• Maintain accurate records of warranty claims and manage warranty data using HubSpot ticketing system.
• Communicate warranty terms, conditions, and coverage details clearly to clients, including what is covered (e.g., materials, labor) and for how long.
• Resolve disputes by identifying root causes of issues (e.g., faulty installation, defective products) and implementing corrective actions.
• Work with Field managers, lead carpenters, and subcontractors to schedule and oversee work as needed, ensuring timely and high-quality work.
• Coordinate access for repairs or inspections.
• Evaluate subcontractor performance during warranty repairs to ensure adherence to quality standards.
• Inspect reported issues to assess whether they fall under warranty coverage (e.g., workmanship errors, material defects) or are due to homeowner misuse.
• Ensure remodeling work meets industry standards, building codes, and warranty requirements, such as the implied warranties of habitability and workmanship.
• Complete all estimating and specifications using Neal’s Estimate
• Track all start and end dates.
• Build and manage all job schedules using SmartSheet scheduling
• Track and collect all draws according to the draw schedule provided
• Feedback to the production manager regarding recurring issues seen in warranty

Technical Expectations            

• 5 years of Project Manager experience
• Master Carpenter
• Microsoft 365 / Smart Sheet / Foundation/ HubSpot
• Understand Neal’s Estimate/WIP
• Oversee quality control

Communication Expectations             

Excellent Verbal & Written communication with Internal & External clients.  Encourage effective meetings and operate as a professional.

Leadership and Team Management

Provide leadership and guidance to the service and warranty team, fostering a collaborative and high-performance work environment.

Customer Service Focus

Ensure exceptional customer service by promptly addressing client concerns and maintaining high customer satisfaction.

Continuous Improvement

Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness in service and warranty operations.

Training and Development

Conduct training sessions for team members to ensure they are knowledgeable about warranty policies and procedures.