Warranty Manager

Warranty Manager

The Warranty Manager is responsible for overseeing and managing all aspects of the warranty process for Harbor Homes. This role ensures a high level of customer satisfaction by leading the warranty team, maintaining consistent communication with homeowners, and driving timely and effective resolution of warranty items.

This position also plays a key role in identifying trends, improving processes, and supporting long-term product quality through proactive field involvement, quality assurance reviews, and collaboration with the Construction and Operations teams.

• Oversee and manage the daily operations of the warranty department, including Warranty Technicians and related staff
• Ensure all warranty claims are addressed in a timely, professional, and efficient manner
• Serve as the escalation point for complex or sensitive homeowner concerns
• Maintain and enforce high standards of customer service, communication, and jobsite professionalism
• Review and approve warranty scopes to ensure accuracy and consistency

• Develop, implement, and enforce standardized warranty processes, tracking tools, and reporting systems
• Monitor warranty cycle times, completion rates, and customer satisfaction metrics
• Track and analyze warranty data to identify trends, recurring issues, and opportunities for improvement
• Lead root cause analysis on recurring warranty items and coordinate corrective actions with Construction and Trade Partners
• Provide consistent feedback to Construction, Purchasing, and Design teams regarding product performance and installation quality

• Conduct regular Quality Assurance (QA) jobsite walks across active and recently completed homes to assess overall construction quality and identify potential warranty risks before homeowner impact
• Implement and oversee Quality Test Drives (QTDs) on completed homes to verify readiness, identify incomplete or deficient items, and ensure alignment with company quality standards
• Partner with Construction Managers to address deficiencies identified during QA walks and QTDs prior to homeowner orientation

• Coordinate with Trade Partners to ensure timely, high-quality completion of warranty work
• Hold Trade Partners accountable to warranty response expectations and scope requirements
• Support training and development of Warranty Technicians, including process adherence, customer communication, and repair quality
• Manage technician scheduling, routing, and workload to maximize efficiency and responsiveness

• Strong leadership and team management skills
• Excellent communication and interpersonal skills with a customer-focused approach
• Advanced problem-solving skills with emphasis on root cause identification and prevention
• Thorough understanding of residential construction, including both rough and finish stages
• Strong organizational and time management skills
• Ability to manage multiple projects and priorities simultaneously
• High attention to detail and commitment to quality standards
• Proficiency in Microsoft Office and field management systems (Buildertrend preferred)
• Ability to work collaboratively across departments and with trade partners

• 5+ years of experience in residential construction, warranty service, property management or related field
• Prior leadership or supervisory experience preferred
• High School diploma or equivalent (Associate or Bachelor's degree preferred)

• Travel within the company's geographic market area will be required
• Valid driver's license with insurance coverage required
• Ability to perform field inspections, including walking jobsites and navigating unfinished homes
• Background check required prior to issuance of company vehicle (if applicable)