Warranty Technician

Berks Homes•Frackville, PA

23h•Hybrid

About The Position

The Warranty Technician completes warranty work and assists the Warranty Leadership in managing homeowner expectations throughout the warranty period. This role is responsible for receiving, evaluating, and documenting homeowner-reported concerns, including conducting on-site assessments to determine the scope, urgency, and validity of warranty related issues, as well as distinguishing between warranty covered defects, maintenance items, and user-related concerns, and clearly communicating findings to both homeowners and internal teams. The Warranty Technician works closely with trades to manage work orders, coordinate scheduling, and ensure timely, high-quality completion of repairs, including verifying completed work in the field to confirm issues have been properly resolved and meet company standards, and may perform minor repairs as needed to expedite resolution and enhance homeowner satisfaction. The ideal candidate will have a background in residential home repair, with strong problem-solving skills and a customer-focused approach.

Requirements

High School Diploma/GED required
2+ years of general construction experience, preferably in homebuilding, warranty, or service work
Proven experience performing or managing repairs such as drywall, trim, paint, caulking, and minor framing
Experience working with homeowners or customers in a service-oriented role
Familiarity with subcontractor coordination and oversight
Knowledge of residential building practices, materials, and basic building codes
Experience using construction or warranty management software and standard office tools (ie: Microsoft applications)
Ability to perform in a busy, changing, multi-tasking work environment
Ability to prioritize tasks and to manage time efficiently
Valid, current driver’s license required

Responsibilities

Executes service work in compliance with Berks Homes’ warranty policies and standards
Evaluates each request to determine whether repairs should be completed in-house or assigned to subcontractors
Performs and/or assesses common home repairs, including drywall, trim, caulking, and basic framing issues
Documents follow-up items from site visits and generate service orders for appropriate subcontractors
Ensures all work is completed in accordance with local building codes, safety standards, and company quality expectations
Provides clear communication to homeowners regarding scope of work, timelines, and expectations before and after service visits
Verifies completion and quality of subcontractor work prior to closing service orders
Maintains proper documentation, including photos and detailed notes, for all service visits and completed repairs
Identifies potential warranty trends or systemic construction issues and escalates them to leadership
Demonstrates strong customer service skills to maintain homeowner satisfaction and protect company reputation
Completes warranty punch lists within established timelines from the initial visit, adjusting as needed for weather conditions or material delays
Responds to homeowner calls and time sensitive emails within a reasonable timeframe, typically within 48 hours
Maintains accurate, up-to-date records of ongoing service orders in identified systems
Manages and organizes appointment schedules using MS Outlook and identified systems
Reviews and provides updates on open warranty items during weekly meetings
Collaborate with leadership and team members to identify and resolve recurring issues
Maintains assigned company vehicles, including routine service, weekly safety checks, and professional cleanliness
Maintains professionalism in all interactions, including appearance, communication, and job site conduct
Participates in the emergency on-call rotation as required
Adheres to company safety policies and promotes safe work practices on all job sites
Performs additional duties as assigned