Warranty Technician

Guiding Principles

Mission:
We create lasting relationships by earning the trust of those we serve.

Vision:
Be a major league player in minor league markets.

Core Values:
Helpful, Humble, Aware, Driven.

The Warranty Technician completes warranty work and assists the Warranty Leadership in managing homeowner expectations throughout the warranty period. This role is responsible for receiving, evaluating, and documenting homeowner-reported concerns, including conducting on-site assessments to determine the scope, urgency, and validity of warranty related issues, as well as distinguishing between warranty covered defects, maintenance items, and user-related concerns, and clearly communicating findings to both homeowners and internal teams.

The Warranty Technician works closely with trades to manage work orders, coordinate scheduling, and ensure timely, high-quality completion of repairs, including verifying completed work in the field to confirm issues have been properly resolved and meet company standards, and may perform minor repairs as needed to expedite resolution and enhance homeowner satisfaction.

The ideal candidate will have a background in residential home repair, with strong problem-solving skills and a customer-focused approach.

• Executes service work in compliance with Berks Homes' warranty policies and standards
• Evaluates each request to determine whether repairs should be completed in-house or assigned to subcontractors
• Performs and/or assesses common home repairs, including drywall, trim, caulking, and basic framing issues
• Documents follow-up items from site visits and generates service orders for appropriate subcontractors
• Ensures all work is completed in accordance with local building codes, safety standards, and company quality expectations
• Provides clear communication to homeowners regarding scope of work, timelines, and expectations before and after service visits
• Verifies completion and quality of subcontractor work prior to closing service orders
• Maintains proper documentation, including photos and detailed notes, for all service visits and completed repairs
• Identifies potential warranty trends or systemic construction issues and escalates them to leadership
• Demonstrates strong customer service skills to maintain homeowner satisfaction and protect company reputation
• Completes warranty punch lists within established timelines from the initial visit, adjusting as needed for weather conditions or material delays
• Responds to homeowner calls and time-sensitive emails within a reasonable timeframe, typically within 48 hours
• Maintains accurate, up-to-date records of ongoing service orders in identified systems
• Manages and organizes appointment schedules using MS Outlook and identified systems
• Reviews and provides updates on open warranty items during weekly meetings
• Collaborates with leadership and team members to identify and resolve recurring issues
• Maintains assigned company vehicles, including routine service, weekly safety checks, and professional cleanliness
• Maintains professionalism in all interactions, including appearance, communication, and job site conduct
• Participates in the emergency on-call rotation as required
• Adheres to company safety policies and promotes safe work practices on all job sites
• Performs additional duties as assigned

• High School Diploma/GED required
• 2+ years of general construction experience, preferably in homebuilding, warranty, or service work
• Proven experience performing or managing repairs such as drywall, trim, paint, caulking, and minor framing
• Experience working with homeowners or customers in a service-oriented role
• Familiarity with subcontractor coordination and oversight
• Knowledge of residential building practices, materials, and basic building codes
• Experience using construction or warranty management software and standard office tools (ie: Microsoft applications)
• Ability to perform in a busy, changing, multi-tasking work environment
• Ability to prioritize tasks and to manage time efficiently

• Professional office setting with frequent travel to homeowners' residences
• Works at a consistently scheduled time and is seldom absent from work
• The hours are Monday through Friday, eight hours per day with a mandatory minimum thirty‑minute lunch break. Occasionally, this position requires after hours to cater to workload.
• Travel time is approximately 80% of the time

• Requires the ability to lift up to 50 lbs., bend, squat, kneel, stand, walk, reach, pull, push, twist, climb and sit for extended periods of time and in different climates.
• Frequently, you must be able to read and comprehend, write effectively and professionally, perform minor calculations, orally communicate with all levels within the organization, reason and analyze data.