SUMMARY
The Service Warranty Manager (SWM) will oversee day-to-day service operations including scheduling and distribution of work for service team members, technicians, and field team.
The SWM will hire, train, motivate, coach, monitor and evaluate the performance of all service team members.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Direct communication with Builder’s/Customers for warranty and service items
- Communicate Daily with builder’s/customers to coordinate
- Research/basic construction and countertop, glass, and cultured marble knowledge helpful to help determine cause and mitigate future occurrences (if applicable)
- Any research collected to be distributed to teams internally to help resolve recurring issues
- Lead and supervise a team of central service and warranty roles
- Knowledge/-to check builder warranty/service portals (if needed)
- Schedule services/punch/closing list/warranty list – accordingly daily.
- Manage schedule of own local resources accordingly and subcontract employees
- Ensure personnel are adequately trained and effectively using the appropriate systems as required
- Maintain a professional and highly collaborative working relationship with Production, Sales, and Administration department staff
EXPERIENCE REQUIRED
- Must have good interpersonal skills to manage the performance of personnel assigned and to foster good work habits.
- Have leadership experience.
- This position requires a conscientious individual who can concentrate on detail while focusing himself/herself and the team on the appropriate tasks at hand.
- Must be able to coordinate the efforts of all personnel.
- Must be able to objectively evaluate others' performance and hold them accountable in a constructive manner.
SUCCESSFUL CANDIDATE MUST BE/HAVE
- Driven to succeed. A sense of urgency to make things happen and achieve desired outcomes and goals. A hands-on, roll-up-the-sleeves Extreme Ownership approach to running installation operations.
- Ability to translate complex situations into information that will support the business's services, profitability, and growth. Detailed oriented and organized to assess ambiguous situations and chart a prudent course.
- Ability to persuade others to achieve excellence and foster openness, teamwork, and ownership environment. Ability to drive decisions and actions in a highly collaborative culture, ensuring what is best for the business. A team player that works with our internal departments and supply chain partners.
- Uncompromising personal integrity as well as a high level of respect for all individuals.
- Well-developed business and operational sense, including understanding relationships with clients and potential clients at all organizational levels to drive revenue and enhance relationship as the most professional trade partner.
CORE VALUES /ESSENTIAL QUALITIES
This position must understand, enforce, and emulate our core values at all times.
TEAM - We wear our jerseys with pride and embrace our differences. We learn from and value each other as we seek success.
OWNERSHIP - We think and act on behalf of the entire company, beyond just your team or role. We never say, "it's not my job."
GROWTH - Creates opportunities for our team and company. Simple is smart, and scale is utmost in our decisions.
PARTNERSHIP - We build lasting partnerships with our clients, suppliers, trade partners, and addresses.
REPUTATION – Our work is our signature, and our signature is everything. We actively listen and adapt as we strive to lead.
OPTIMIZE - We understand our responsibility to be efficient. We seek to eliminate waste, embed sustainability, and optimize our processes.