Assistant Warranty Manager

Mattamy Homes•Oakville, ON

2d•$57,500 - $87,500•Onsite

About The Position

Reporting to the Warranty Service Manager, the Assistant Warranty Manager at Mattamy Homes is responsible for assisting with the day-to-day operations of warranty service and homeowner service requests as part of achieving the Mission to provide The Best Homeowner Experience.

Requirements

Post-secondary education / Community College industry related diploma or suitable combination of both.
3 years of experience in a Warranty based role with team leadership experience.
Highly proficient in using technology (smartphones, tablets and computers) and working knowledge of Microsoft Office.
Ability to set priorities, meet deadlines and manage variable workloads in a high volume, fast-paced environment.
Ability to resolve problems effectively and deal professionally with challenging situations.
Valid driver’s license and willingness to travel daily to assigned site.
Strong interpersonal and communication skills both oral and written to convey appropriate response and build relationships with our customers.

Nice To Haves

Knowledge of BuildPro, Tarion portal and/or JD Edwards.
Experience in a residential construction environment.

Responsibilities

Provide guidance, feedback and coaching to the Warranty team together with the Warranty Service Manager, ensuring the best homeowner experience
Directly resolve escalations and oversee complex and challenging situations, collaborating with the Warranty Service Manager, as needed
Assist in management of all Tarion/service requests
Assist in monitoring, ordering and ensuring proper stock of service repair materials
Strengthen relationships with external stakeholders (Tarion, trade partners/suppliers) / builder nurture
Inspect work performed by New Home Technicians based on an agreed upon schedule and provide ongoing guidance and technical support / advice.
Regular daily visit to New Home Technician and trade partner appointments to monitor progress and provide ongoing guidance and technical support/advice, while maximizing opportunity to strengthen relationship with customer.
Participate in community events
Meet regularly with Warranty Service Manager to improve efficiencies and discuss any construction/warranty service issues, fiscal goals, etc.
Conduct Quality Assurance (QA) and Pre-Delivery Inspections (PDI), as needed
Conduct H/O and QA inspections when workload is beyond capacity of dedicated H/O, QA staff.
Participate in recruitment interviews of New Home Technicians and Community Coordinators
Train and onboard New Home Technicians and Community Coordinators with support from Warranty Service Manager
Manage all level 1 escalations
Manage and maintain Mattamy site vehicle, where applicable
Ensure Warranty office is kept presentable and up to Mattamy standards
Manage after-hours emergency service requests