Area Warranty Manager

2 months ago

Mesa, United States Taylor Morrison Full time

As an Area Warranty Manager within our company, you will hold a vital role in effectively managing the Division's warranty team, fostering strong professional relationships with both team members and customers, and ensuring exceptional customer service continues after the sale is closed. Your responsibilities will encompass team leadership, customer interactions, trade partner coordination, and proactive management of warranty trends.

What You’ll Do

Provide effective management to both the field and office warranty team members, guaranteeing an exemplary customer experience
Direct and oversee the warranty team, including recruitment, development, and retention of team members
Manage post-sale interactions, ensuring a superior customer experience that enhances referrals and builds lasting customer relationships
Interact with homeowners to establish clear expectations regarding the warranty process and associated procedures
Evaluate warranty requests from the division and determine the appropriate courses of action
Coordinate a diverse group of trade partners according to homeowners' schedules to efficiently address warranty items
Conduct follow-up visits with homeowners to ensure completed work adheres to high standards of cleanliness, completeness, and timeliness
Facilitate communication between contractors and homeowners to confirm work schedules and ensure timely completion
Engage in negotiations, manage payments, and verify pricing with trade partners based on contracted costs
Perform monthly reviews and tracking of warranty trends to identify areas for improvement and optimize service delivery
Prepare weekly payroll for the warranty team
Maintain thorough and organized documentation of all warranty claims
Conduct comprehensive research into areas of concern to determine effective courses of action and solutions
Efficiently manage a high volume of warranty calls, ensuring timely and effective responses
Actively contribute to divisional customer satisfaction goals
Provide regular detailed reports on customer warranty data to the Customer Service Director
Participate in budgeting for warranty-related activities as needed
Perform other duties as assigned

Sound Like You?

You might be just who we’re looking for if you have

A proven track record of successful team management and leadership
Strong communication skills and the ability to build relationships with team members and customers
Proficiency in negotiation, payment processing, and verifying pricing
Analytical skills to review and track warranty trends, identifying areas for improvement
Excellent organizational and documentation abilities
Strong problem-solving skills and the ability to make informed decisions
Exceptional time management skills and the capacity to handle a high volume of tasks
Commitment to delivering outstanding customer service and contributing to customer satisfaction goals
Regular reporting skills to communicate warranty data effectively
Previous experience in budgeting preferred
College degree or work-related experience in customer service field preferred
Prior management experience is required
Must have a minimum 3-5 years in an industry related field

FLSA Status: Exempt

Will have responsibilities such as:

Interviewing, selecting, and training employees
Setting rates of pay and hours of work
In charge of fostering team member retention and promoting engagement within the team or organization
Evaluating productivity; handling grievances or complaints, or addressing disciplinary actions of team members
Determining work techniques
Planning the work
Apportioning work among employees
Determining the types of equipment to be used in performing work, or materials needed
Planning budgets for work
Monitoring work for legal or regulatory compliance
Providing for safety and security of the workplace

Essential Functions:

Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Report to Division/Corporate Office/Community daily and adhere to schedule
Ability to access, input, and retrieve information from a computer and/or electronic device
Ability to interact effectively in different situations and resolve conflict face to face with customers, co-workers and higher level managers
Ability to make decisions which have significant impact on the company’s credibility, operations, and services
Ability to consider alternative and diverse perspectives, to negotiate, collaborate and incorporate different viewpoints
Ability to adjust work habits to fit different tasks and to accommodate unusual and changing situations and schedules
Ability to sit or stand for long periods of time and move around work environment as needed
Ability to operate a motor vehicle if applicable
Comply with company policies and procedure

Physical Demands:

Must be able to able to remain in a stationary position up to 50% of the time
The ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds

*Taylor Morrison experience and/or successful completion of training program may override required education and/or experience requirement.

Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job.  They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.

Taylor Morrison is an equal opportunity employer.  Taylor Morrison does not discriminate against any candidate or employee on the basis of race, national origin, sex, marital status, sexual orientation, age, disability, religion or veteran status.

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