Warranty Service Manager

1 week ago

Burlington, Canada Adi Development Group Full time

Adi is looking for a Warranty Service Manager ready to create value and provide hands on leadership to our warranty teams at our land-mark projects in various Burlington locations and Toronto core. The Warranty Service Manager is responsible for the day-to-day operations of all warranty service activities to ensure that the company delivers on its top core value of being customer obsessed and delivering best-in-class customer service to exceed customer expectations. As a manager, you will also provide leadership in continuous improvement and ensure all Tarion warranty service and homeowner satisfaction commitments are fulfilled.

**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 while maintaining exceptional attention to detail
- Highly self-motivated, with an entrepreneurial spirit and strong ability to prioritize
- Ability to work independently in a fast environment and under pressure
- Team oriented and effective working in a collaborative team environment and acting as a positive relationship conduit
- Financial and business acumen to effectively manage costs and budgets
- Ability to exercise the utmost confidentiality regarding all details, discussions and information exchanged between the company and the customer
- Demonstrated proficiency with computer systems, (i.e., Word, Excel)

**Why You’ll Love Working Here**:

- You’ll wear multiple hats and get hands on experience with all aspects of your team’s projects
- We champion Ownership - from your first day you will be involved in shaping the direction of Adi
- We focus on continuously developing our team through education reimbursements and professional development offerings
- We don’t believe in micromanagement - while we are here to provide guidance, we trust you to do your job and achieve success
- Health benefits and pers

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