Field Warranty Manager

• 401(k)
• 401(k) matching
• Paid time off

The Field Warranty Manager is responsible for providing an elevated homeowner experience throughout the warranty period and beyond. This position serves as a primary point of contact for homeowners after closing, manages warranty service requests, conducts scheduled warranty visits, and provides ongoing homeowner education and support.

The ideal candidate is polished, professional, highly organized, an excellent communicator, and an exceptional problem solver. They may not always know the answer, but they know how to find it, who to involve, and how to see an issue through to resolution.

• Build strong, professional relationships with homeowners and buyers throughout the building and warranty process.
• Assist with homeowner education throughout construction and continue educating homeowners on home systems, maintenance, and warranty responsibilities after closing.
• Serve as the primary point of contact for most homeowner communication following closing.
• Receive, document, coordinate, and follow through on warranty and service requests.
• Conduct and document approximately 3-month and 10-month warranty visits.
• Clearly communicate whether an item is covered under warranty, the reason it is or is not covered, and the appropriate next steps.
• Coordinate with trade partners, manufacturers, vendors, and internal team members to resolve homeowner concerns.
• Maintain thorough documentation of service requests, communications, site visits, photographs, warranty decisions, and resolutions.
• Proactively communicate updates and ensure outstanding items are followed through to completion.
• Identify recurring issues and opportunities to improve homeowner education, warranty processes, and the overall customer experience.
• Escalate complex or unusual issues appropriately while maintaining ownership of the homeowner experience.

• Exceptional problem-solving and follow-through skills.
• Excellent verbal and written communication skills.
• Polished, professional, personable, and comfortable working with high-expectation homeowners.
• Ability to communicate difficult information professionally, including explaining why an item may not be covered under warranty.
• Highly organized with strong attention to detail.
• Strong relationship-building and customer-service skills.
• Ability to manage multiple homeowners, requests, schedules, and priorities simultaneously.
• Sound judgment and the ability to independently determine when to resolve an issue and when to elevate.
• Residential construction, warranty, customer service, or related experience preferred.
• Custom or luxury homebuilding experience is a plus.
• Strong multitasking skills, with the ability to balance multiple projects and priorities simultaneously.
• Strong management skills, including managing client expectations, maintaining vendor relationships, and balancing multiple projects.