Warranty Service Manager

1 week ago

Ottawa, Ontario, Canada Mattamy Homes Full time
About the Role

We are seeking a highly skilled Warranty Service Manager to join our team at Mattamy Homes. As a key member of our Warranty Service Department, you will be responsible for ensuring that homeowner service requests are fulfilled while delivering on our mission of providing the best homeowner experience.

Key Responsibilities
  • Manage the completion of warranty service work, adhering to budget and timelines, which includes:
    • Collecting, reviewing, and scheduling 30-day and year-end warranty service requests
    • Responding to and providing immediate resolution to deficiencies, including mediation, arbitration, conciliation inspections, and reports
    • Reviewing repairs completed by warranty service technicians for quality of work and completion as per schedule and providing ongoing support and guidance
    • Ensuring trades are scheduled appropriately and expediting work to adhere to warranty service timelines and guidelines
  • Work closely with senior builders and trade partners and regularly communicate with the construction team to report repetitive deficiencies and homeowner concerns
  • Manage warranty service employees through ongoing performance management, development, coaching, and attracting and retaining strong performers
  • Responsible for creating and maintaining relationships with homeowners, including the ability to deal professionally with upset/irate customers
  • Manage emergency service requests after closing, including emergency support for model homes and sales offices
  • Responsible for site compounds remaining clean and presentable
  • Participate in Mattamy community events and play an active role in Mattamy University sessions
Requirements
  • College/University degree or diploma in Business, Construction, Urban Planning, Leadership, or a combination of post-secondary education and experience
  • Demonstrated people leadership experience (minimum 2 years)
  • Five years of experience in a customer service or construction role
  • Carpentry, electrical, plumbing, drywall, and painting experience an asset
  • General knowledge and familiarity with terms of trade contracts and Tarion
  • Customer service-focused with the ability to resolve problems effectively
  • Ability to set priorities, meet deadlines, and manage variable workloads
  • Strong organizational and time management skills with the ability to work in a fast-paced work environment
  • Excellent communication skills – both verbal and written
  • Solid problem-solving and decision-making skills
  • Self-motivated with the ability to work well both in a team and independently
Preferred Qualifications
  • Bilingual
  • Experience working with a homebuilder

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