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Area Warranty Manager

2 months ago

SaintBauzilledePutois, Occitanie, United States Taylor Morrison Full time
Job Description Summary

As an Area Warranty Manager at Taylor Morrison, you will play a vital role in ensuring exceptional customer service continues after the sale is closed. You will be responsible for effectively managing the Division's warranty team, fostering strong professional relationships with team members and customers, and driving business growth through proactive management of warranty trends.

Key Responsibilities:
  • Provide effective management to 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.
  • 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.
Requirements:
  • 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.