Warranty Supervisor

**RESPONSIBILITIES**

Manage the Warranty Service Program and provide leadership to the Warranty Team.

Facilitate the completion of PDI Item, overseeing scheduling of appointments, proper suite access, detailed reporting, timely completion of items, and proper sign-off.

Review all incoming Tarion 30-day Service Request Forms. Attend all Warranty Assessment Appointments to distinguish between warrantable vs non-warrantable items, technician items vs trade items, and flag urgent items. Properly communicate feedback from assessment to the Warranty Coordinator.

Oversee that the scheduling of warranty appointments is completed in a timely manner. Visit all warranty appointments to monitor progress, and follow through on service repairs and warranty item completion.

Follow
- up with homeowners providing updates on outstanding work, explain maintenance, warranty coverage, receive sign-off on completed items and ensure satisfaction with completed work.

Directly oversee the completion of urgent and emergency items post Key Release.

Review and approve work orders, purchase orders, cheque requisitions. Properly communicate with Project Management when back charges apply.

Identify reoccurring deficiencies and any challenges with contractor or trades. Document concerns regarding contractor/trade response, performance and non-compliance and report to Sr. Homeowner Relations Manager

Ensure accurate and timely reporting for all Customer Service reporting: Assessment Schedule Report, QA/PDI Aging Reports, Purchaser Order/Back-charge Log and Team Timesheets

Meet weekly with Homeowner Relations Manager, to review Warranty Aging Reports, and any Construction and/or Warranty related concerns.

Liaison with warranty agency (Tarion) including portal access, review and reporting, attend conciliations etc.

Directly resolve LEVEL 1 escalations and oversee complex and challenging situations, collaborating with Homeowner Relations Manager as required.

Review customer satisfaction surveys, support customer advocate programs and ensure the best customer experience for homeowners for PDI Item Completion and across all touchpoints during the warranty period.

Participate in recruitment and interviews of Warranty Technicians, Warranty Coordinators, and Warranty Assistants/Access Reps. Supervise, train and monitor performance of Warranty Team.

Monitor, order, and ensure proper stock of all Warranty Department Materials

Participate in after-hours Branthaven Homeowner Events.

**REQUIREMENTS**:
3+ years of experience managing Tarion Warranty Program in residential construction

Proficient in Microsoft Word, Excel and Outlook, as well as knowledge of NewStar and Builderlynx or similar software

Ability to read and understand drawings, specifications, and reports. This will include architectural specifications and drawings, interior design drawings and specifications, upgrade schedules etc.

Ability to work in a fast paced environment while managing expectations and providing a first class customer care experience. Proven capabilities in multi-tasking, problem solving and prioritizing workloads.

Ability to effectively communicate with a wide variety of constituents both in verbal and written manner.

A customer focused attitude - seeking to exceed customer expectations

Must have own vehicle and a valid Ontario Driver’s License.

**Salary**: $65,000.00-$75,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Schedule:

- Monday to Friday

**Education**:

- Secondary School (preferred)

Ability to Commute:

- Oakville, ON L6H 7W6 (required)

Work Location: In person