Warranty Service Manager

2 weeks ago

Burlington, Canada Adi Development Group Full time

Adi Development Group is one of Canada’s leading, most innovative real estate development, construction management and investment companies. With over 4000 units and $3Billion of built value under development throughout the GTHA, We are on an insurgent mission to re-invent the customer experience and to deliver homes faster, better and more cost effectively to our customers. As an Adian you will have the opportunity to shape communities and create lasting landmarks that will be admired for generations. The life-defining work you will do with Adi will directly impact and positively change the lives of our customers and communities we serve. We champion ownership and encourage all of our team members to think and act like owners. Adi is committed to not only develop buildings, but to developing the leaders of tomorrow.

Successful Adians care deeply about their work and commit to continuously learn and develop in their field. Adians think about how every decision they make will impact our customers and go the extra mile to deliver an exceptional customer experience. Our most successful Adians work with a bias toward action. They value experimentation and trying new ways of working to ensure we deliver results to our customers.

Adians offer support to our teammates before being asked. We help each other improve through candid, constructive feedback and empower each other to perform. It does not matter if you are a new or seasoned Adian. We welcome diverse perspectives and encourage each other to speak up. Successful Adians challenge each others’ thinking through respectful and thoughtful debate. When we reach a decision, we commit and move forward together. We are a team. We face adversity together. We learn together. We win together.

**What You’ll Be Doing**:

- Management of multiple warranty personnel and trade resources
- Review and implement best practices, processes and procedures on all administrative and operational activities within the department
- Establish and maintain professional working relationships with homeowners, staff, trades, construction and suppliers
- Participate in project planning/construction meetings; offer insight into selected materials from a customer service and warranty repair perspective
- Managing the warranty repair process including team of reps and handymen with daily reporting
- Auditing the site frequently via process walks and direct observation
- Documenting, tracking and reviewing Daily KPIs to ensure process adherence and company objectives are met
- Ensure all team members follow company standards
- Managing the CRM related to all after-closing warranty matters
- Assist in Leading Continuous Improvements events with the team to improve process efficiency and productivity
- Execute on all continuous improvement plans
- Ensure effective scheduling of resources in an appropriate manner to respond to service call volumes
- Ensure prompt and accurate customer obsessed level of service by the warranty service team
- Project managing Performance Audit completion while working with trades/suppliers to facilitate repairs
- Responsible for administrative and operational responsibilities to ensure required audits and verifications are carried out according to company policies
- Act as escalation point in Customer inquiries/troubleshooting with regards to PDI lists, 30-day lists, 12-month inspection and two-year inspection lists
- Work with team to address issues immediately
- Be a liaison with Tarion New Home Warranty Corporation to ensure full and strict compliance, Property Management and Condo Boards
- Monitor and manage performance by setting 1:1s and regularly reviewing departmental and individual goals within your team

**What You Bring**:

- Minimum 5+ years residential condominium experience in a Supervisor/Management level role focused on warranty service and Tarion regulation
- Completion of post-secondary education in a relevant field of study
- Superior knowledge of warrantable issues and Tarion’s Construction Performance Guidelines
- Superior Project Management skills
- Ability to review, analyze and act on Data
- Support an environment that promotes coaching/ teamwork and supports corporate objectives and success
- Understanding building codes, safety guidelines and regulations
- Knowledge of equipment maintenance, use, repair and operation
- Knowledge of blueprints, drawings and models
- Experience creating and maintaining project reports
- Strong negotiating skills to reconcile differences with purchaser; trades; construction and staff
- Flexibility to changing work conditions including interruptions and multi-tasking while still being productive
- A Customer-Obsessed desire to provide industry leading homeowner experience and consistently exceed customer expectations
- Excellent interpersonal, presentation, and communication skills (both verbal and written) and strong conflict resolution skills
- Ability to manage multiple projects simultaneously whi

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