Warranty Service Manager - Burlington, Canada - Adi Development Group

Adi Development Group

Verified Company

Burlington, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Adi is looking for a Warranty Service Manager ready to create value and provide hands on leadership to our warranty teams at our land-mark projects in various Burlington locations and Toronto core.

The Warranty Service Manager is responsible for the day-to-day operations of all warranty service activities to ensure that the company delivers on its top core value of being customer obsessed and delivering best-in-class customer service to exceed customer expectations.

As a manager, you will also provide leadership in continuous improvement and ensure all Tarion warranty service and homeowner satisfaction commitments are fulfilled.

What You'll Be Doing:

Management of multiple warranty personnel and trade resources
Review and implement best practices, processes and procedures on all administrative and operational activities within the department
Establish and maintain professional working relationships with homeowners, staff, trades, construction and suppliers
Participate in project planning/construction meetings; offer insight into selected materials from a customer service and warranty repair perspective
Managing the warranty repair process including team of reps and handymen with daily reporting
Auditing the site frequently via process walks and direct observation
Documenting, tracking and reviewing Daily KPIs to ensure process adherence and company objectives are met
Ensure all team members follow company standards
Managing the CRM related to all afterclosing warranty matters
Assist in Leading Continuous Improvements events with the team to improve process efficiency and productivity
Execute on all continuous improvement plans
Ensure effective scheduling of resources in an appropriate manner to respond to service call volumes
Ensure prompt and accurate customer obsessed level of service by the warranty service team
Project managing Performance Audit completion while working with trades/suppliers to facilitate repairs
Responsible for administrative and operational responsibilities to ensure required audits and verifications are carried out according to company policies
Act as escalation point in Customer inquiries/troubleshooting with regards to PDI lists, 30day lists, 12month inspection and twoyear inspection lists
Work with team to address issues immediately
Be a liaison with Tarion New Home Warranty Corporation to ensure full and strict compliance, Property Management and Condo Boards
Monitor and manage performance by setting 1:1s and regularly reviewing departmental and individual goals within your team

What You Bring:

Minimum 5+ years residential condominium experience in a Supervisor/Management level role focused on warranty service and Tarion regulation
Completion of postsecondary education in a relevant field of study
Superior knowledge of warrantable issues and Tarion's Construction Performance Guidelines
Superior Project Management skills
Ability to review, analyze and act on Data
Support an environment that promotes coaching/ teamwork and supports corporate objectives and success
Understanding building codes, safety guidelines and regulations
Knowledge of equipment maintenance, use, repair and operation
Knowledge of blueprints, drawings and models
Experience creating and maintaining project reports
Strong negotiating skills to reconcile differences with purchaser; trades; construction and staff
Flexibility to changing work conditions including interruptions and multitasking while still being productive
A Customer-Obsessed desire to provide industry leading homeowner experience and consistently exceed customer expectations
Excellent interpersonal, presentation, and communication skills (both verbal and written) and strong conflict resolution skills
Ability to manage multiple projects simultaneously while maintaining exceptional attention to detail
Highly selfmotivated, with an entrepreneurial spirit and strong ability to prioritize
Ability to work independently in a fast environment and under pressure
Team oriented and effective working in a collaborative team environment and acting as a positive relationship conduit
Financial and business acumen to effectively manage costs and budgets
Ability to exercise the utmost confidentiality regarding all details, discussions and information exchanged between the company and the customer
Demonstrated proficiency with computer systems, (i.e., Word, Excel)

Why You'll Love Working Here:

You'll wear multiple hats and get hands on experience with all aspects of your team's projects
We champion Ownership from your first day you will be involved in shaping the direction of Adi
We focus on continuously developing our team through education reimbursements and professional development offerings
We don't believe in micromanagement while we are here to provide guidance, we trust you to do your job and achieve success
Health benefits and pers