Warranty Operations Leader

4 weeks ago

Ottawa, Ontario, Canada Mattamy Homes Full time

Location:

Ottawa, Ontario (on-site role)

Company:

Mattamy Homes Canada

Department:

Warranty, Ottawa Division

Employment Type:

Full-Time

Reports to:

Senior Manager, Warranty

At Mattamy Homes, we pride ourselves on being a leader in innovative homebuilding and creating thoughtfully designed communities. Our success is built on a strong foundation of dedicated individuals who embody optimism, hard work, and support. We foster an environment where team members are encouraged to express their true selves, share their ideas, and contribute meaningfully to our mission. Being part of Mattamy means engaging in a career that is both fulfilling and impactful, as we strive to enhance the homebuilding experience for Canadians.

What We Offer

In alignment with our commitment to delivering the best homeowner experience, the Warranty Service Manager in our Ottawa Division oversees the daily functions of the Warranty Service Department. This role is crucial in ensuring that homeowner service requests are addressed effectively while upholding our mission.

Key Responsibilities

  • Oversee the execution of warranty service tasks, ensuring adherence to budgetary constraints, which includes: collecting, reviewing, and scheduling warranty service requests for both 30-day and year-end inspections. Address and resolve deficiencies promptly, including conducting mediation, arbitration, and inspections as necessary. Evaluate the quality of repairs performed by Warranty Service Technicians and provide ongoing support and direction.
  • Collaborate closely with Senior Builders and Trade Partners, maintaining regular communication with the Construction team to report recurring deficiencies and homeowner feedback.
  • Lead and manage Warranty Service personnel through continuous performance management, development, coaching, and efforts to attract and retain top talent.
  • Establish and maintain professional relationships with homeowners, demonstrating the ability to handle challenging customer interactions with professionalism.
  • Manage urgent service requests post-closing, including emergency support for model homes and sales offices.
  • Ensure that site compounds are kept clean and presentable.
  • Engage in community events and actively participate in training sessions at Mattamy University.

Qualifications

  • Post-secondary degree or diploma in Business, Construction, Urban Planning, Leadership, or a combination of education and relevant experience.
  • A minimum of two years of demonstrated leadership experience.
  • Five years of experience in customer service or a construction-related role.
  • Experience in carpentry, electrical work, plumbing, drywall, and painting is advantageous.
  • General knowledge of trade contracts and familiarity with Tarion regulations.
  • Customer service-oriented with strong problem-solving capabilities.
  • Ability to prioritize tasks, meet deadlines, and manage fluctuating workloads.
  • Excellent organizational and time management skills, with the ability to thrive in a fast-paced environment.
  • Strong verbal and written communication skills.
  • Effective problem-solving and decision-making abilities.
  • Self-motivated, capable of working independently as well as part of a team.

Bonus Points

  • Bilingualism is a plus.
  • Experience in the homebuilding industry is an asset.

At Mattamy Homes, we are committed to creating a diverse and inclusive workplace where everyone can thrive. We believe that diversity enriches our teams and enhances our ability to serve our homebuyers, colleagues, and communities. We are on a journey towards fostering a welcoming and barrier-free culture for all.

Mattamy Homes Canada is dedicated to providing accommodations for individuals with disabilities. If you require assistance during the selection process, please inform us in your application, and we will work to meet your needs.

Qualified candidates will be contacted directly by our Talent Acquisition team.

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