Warranty Specialist/Model Maintenance

J.F. Shea•Las Vegas, NV

46d

About The Position

The function of this position is to manage, direct, and accept accountability for all customer service activities and reporting functions associated with the Warranty Department. The Warranty Specialist provides leadership in and manages the coordination of all activities within the customer service process, thus optimizing the effectiveness of TradePartner, ensuring compliance with Shea Homes customer satisfaction and quality assurance standards, and maintaining a safe work environment. This position is also responsible for Model Maintenance at the community, as outlined below.

Requirements

Unsolicited participation
Effectively handles and mediates difficult situations
Effectively manages internal and external customer needs
Able to multi-task
Regularly provides solutions in difficult situations
Demonstrates ability to share "best practices"
Utilizes reports and measurements
Proficient written and verbal communication skills
Ability to facilitate meetings and process improvement
Demonstrates ability to complete thorough insurance claims
Proficient knowledge of water intrusion protocol
Productivity; good attendance, few errors or repetition, good work quantity and quality, positive contributor
Ability to work successfully in a team environment, strong people skills required, works well with others
Innovation; seeks new opportunities and growth challenges, contributes ideas, helps resolve problems, looks for and develops cost savings measures, and develops new procedures and methods
Honesty; being truthful and trustworthy, doing what needs to be done and what is right, being fair and objective, having personal integrity and treating others in a mature, responsible manner
Loyalty; having commitment toward the goals of the organization, the nature of the business, respecting its efforts, defending its good name, giving the job the best effort and sincerity
Minimum three years' experience working with senior level management
Initiative - ability to think, work and make independent decisions based on sound judgment
Demonstrated high level of proficiency in PC technology, and all MS Office applications
Excellent written and verbal communications skills
Ability to perform statistical analysis in a process improvement context
Understanding of basic measurement and team tools and continuous process improvement methodology and practices
Must possess a strong internal/external customer service orientation/commitment
Excellent time management, organizational and follow-up skills
Ability to manage competing priorities and assignments
Must be comfortable working in a fast-paced environment where continuous improvement is expected
Must be able to consistently achieve high work standards
Flexibility and adaptability to rapid change
Mainframe and personal computer proficiency, including Microsoft Outlook, Word, Excel, PowerPoint, Sales Logix, Business Objects & AS400.
High school diploma or equivalent required; BA/BS degree preferred
Advanced computer skills in MS Office and Shea operating systems
Proficient business writing skills
Demonstrates execution of check request & insurance claim processes
Understands, adheres to and mentors others in regard to Shea Homes policies and procedures
Proven problem solving capabilities
Demonstrates Shea Vision, Purpose and Values
Working knowledge and understanding of Shea Homes warranty program and manufacturer warranties
Demonstrates effective leadership skills
Knowledge of construction process
Demonstrates Shea Vision, Purpose and Values
Demonstrates Shea Trilogy Ten
Working knowledge and understanding of Shea Homes warranty program and manufacturer warranties

Nice To Haves

Bachelor's degree or equivalent combination of education and experience preferred
Previous experience in a continuous improvement environment a plus
3-5 years of previous executive-level administrative support preferred
Knowledge of the home building and real estate industries a plus, but not required

Responsibilities

Establish and maintain regular and proactive communication with internal customers and homeowners
Manages and resolves customer issues within company goals and communicates progress on completion
Review surveys and associated reporting tools to understand trends and adjust accordingly
Educate homeowners on the care and maintenance of their home
Meets response time goals
Timely and accurate paperwork
Ensure execution of daily schedule
Hold TradePartner and suppliers accountable to schedule system and confirm schedule on a daily basis
Ensure home is next trade ready
Confirmation of QPR #8 (Team Walk) is performed by the Orientation Representative (OR). Reschedule of QPR8s will occur when a Production Manager notifies the OR. Internal Acceptance date is confirmed by Production Manager.
Complete milestone Quality Performance Reviews and/or targeted reviews, document corrective actions, and follow-up to ensure completion of corrective items
Educate the homeowner on feature / function / benefit of products in their home
Perform 1-5-11-15 month visits and Rapid Response
Verify options selection
Perform Targeted Reviews
Perform QPR's 3 & 8, PDO's, Internal Acceptance, Customer Walk Thru
Understand and champion the Shea Homes safety program
Ensure each home site is left clean
Participate in monthly safety training program
Ensure complete knowledge of scope of work
Complete purchase order request on same day
Review and approve invoices daily
Develop and maintain positive relationships with TradePartner
Follow up with TradePartner for next day appointments (TradePartner Appointment Sheet)
Demonstrates utilization of customer service software for generating work orders and follow up cost tracking
Have knowledge of risk management elements to avoid litigation.
Review, code and submit invoices to Sales Manager and Shea Accounting Services for approval by the end of the day as needed for all operations related to the Tour Center, Model Homes, Taste of Trilogy Homes and completed Designer Homes.
Oversight and Maintenance of all models as well as the Tour Center (interior and exterior), Taste of Trilogy (Stay and Play) homes and completed Designer Homes.
Review all related area budgets quarterly with the Sales Manager.
Manage all products and supplies in the model maintenance office to perform minor repairs, replacements and touchup as needed
Ensure all restrooms are cleaned and properly supplied
Touch-up paint in walls, baseboards, ceiling, door frames as well as exterior for all responsible areas
Check for any rain leaks and report to maintenance supervisor if there are any problems
Maintain A/C filters replacement in all areas of responsibility
Fireplace clean and check for proper function.
Ensure all fountains, water features and pools/spas are in working order, clean and maintained for all areas of responsibility.
Pick up trash and debris in all areas of responsibility
Replace light bulbs and fixtures in all areas of responsibility
Ensure model garage studios are clean and orderly reset temperatures as requested
Open model gallery during work week. "Every room of every model every day." Check to ensure model thermostats are set to appropriate comfort levels.
Review the cleaning and maintenance of the design center.
Landscape areas clean around the models, tour center, test drive homes and designer homes
Check for dead plant and order replacements in all areas of responsibility
Check for pooling water after heavy rains, or broken irrigation lines in all areas of responsibility
Signage in model gallery arranged neatly
Ensure all weekend signage (i.e. Designer Home Sales signs) are placed as needed
Complete any necessary tasks designated by Sales Manager during the day, i.e., immediate model issues, placement and removal of signage, stocking of water in the models.
Order and maintain supplies and forms relevant to the position's responsibilities.
Off-site re-stocking runs (i.e. Home Depot) as needed
Update vendor files on a continuous basis.
Make sure community information packets are available for disbursement to meet needs based on guest traffic.
Manage collateral inventory and communicate collateral order needs to the Tour Center Coordinator and Marketing Coordinator as applicable.
Maintain all operational records and files, as well as correspondence relevant to this role's specific duties.
Distribute model maintenance tracking sheet to leadership team and community audit facilitator every Wednesday.
Maintain relationships with printer, landscape & cleaning vendors and others who provide service to the sales center and model complex.
Manage the daily operations, with the assistance of the Sales Manager, for the Taste of Trilogy program.
Ensure proper care, cleaning and maintenance of the community GEM carts including the model maintenance GEM as needed (setting up in AM and putting away in PM).
Ensure proper care and maintenance of the community Tour Vehicles including regularly scheduled servicing, oil changes, car washes and gas.
Pest control and scheduled maintenance for all areas of responsibility.