Warranty Service Technician
Found in: Talent CA C2 - 1 week ago
Job Description
Your Team
The Warranty Service Technician is a front line position responsible and accountable for conducting all regularly scheduled Customer Orientations (2, 12 and 18 month warranty reviews), as well as attending to any “call-in” customer service requests.
This role is responsible for personally inspecting and evaluating all homeowner warranty concerns, providing solutions to concerns, and for ensuring all post-occupancy related warranty concerns are completed in accordance with Brookfield Residential’s Service and Warranty Policies and Provincial New Home Warranty guidelines. The Warranty Service Technician shares responsibility for managing after hour emergency service with their peers as per the “on-call” schedule rotation.
Your Key Deliverables
Manage communications with homeowners and trades in a professional, courteous and timely manner
Educate and answer all inquiries received from homeowners, regarding home maintenance and product performance. Liaison to homeowners and trade contractors
Clearly set homeowner expectations during the service journey through effective and efficient communication
Provide feedback and solutions on repetitive customer care concerns, recommend improvements to products / practices
Attend regular customer care departmental meetings
Review homes during the construction process to assess and provide solutions to mitigate potential risk of design, material and or workmanship to develop into systemic warranty items
Use advanced troubleshooting processes, diagnostic tools and expertise to identify and resolve complex issues within a home
Conduct thorough two, twelve and eighteen month home inspections with home owner or designate
Perform any additional required inspection with home owner or designate
Support Construction team with and attend Customer Orientations (Pre-occupancy) and Occupancy (possession) inspections as required
Use expert knowledge of New Home Warranty Workmanship and Materials Performance Guidelines to determine and action warrantable items
Ensure accurate reporting of key service metrics for area of responsibility is provided to the Supervisor
Communicate internally with Service Manager, Supervisors and Customer Care team on any pending customer escalations or unusual service situations
Coordinate walk through schedules with Coordinator and work order details
Collaboratively establish guidelines with Supervisor and Coordinator to manage work order volumes and meet strategic objectives for work order closing rates and timeframes
Manage, plan and execute complex repairs involving multiple scopes of work and verifying work by trades while ensuring a high quality of workmanship
Hold trades accountable for service performance in concert with Supervisor and Coordinator
Assess, report and mitigate field level safety hazards for both self and trades
Must Haves
5 years Residential Construction or Renovation Experience
Progressive Customer Service Experience
Proficient computer skills
Excellent interpersonal and communication skills, both verbal and written
Ability to prioritize work and managing multiple competing priorities
Your Opportunity
We are proud to offer our employees what they value most:
Competitive compensation Excellent extended medical, dental and vision benefits beginning day 1 RRSP program, contributions begins day 1 Career development programs Paid Volunteer Hours Paid parental leave Family planning assistance including IVF, surrogacy and adoptions options Wellness and mental health resources Pet insurance offering A culture based on our values of Passion, Integrity and Community#LI-KR1
We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.-
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