Job Summary: 

The Warranty Technician responds to a home buyer’s request for repairs that fall under warranty coverage, documents the repair, and contacts the appropriate personnel to complete the repair. This person is a front-line ambassador for Holt Homes and represents the company with the highest level of integrity, character, professionalism, courtesy, and ethics.

 

Qualifications:

  • Minimum of 5 years of proven customer service experience
  • Minimum of 5 years of residential construction experience
  • Minimum of 3 years of experience directly managing others
  • High School Diploma
  • Ability to perform physical requirements of job, including but not limited to getting into crawlspaces, use of ladders, lifting 35 pounds on a regular basis, etc.
  • Has experience learning new software or programs
  • Ability to quickly learn Builder MT and/or Punchlist Manager
  • Advanced computer skills with experience in Microsoft Office Suite (MS Word, MS Excel, MS PowerPoint, and MS Outlook), and internet-based programs such as Internet Explorer and Google Chrome
  • Driver’s license with a safe driving record
  • Ability to read, write, and interpret instructions, internal memos, customer correspondence, safety rules, policy manuals, and purchase orders.
  • Current first aid certification or ability to complete; basic knowledge of first aid and applicable safety precautions
  • Working knowledge and hands-on experience of equipment, tools, materials, and supplies used in new home construction

 

Skills:

  • Memorable customer service skills with the ability to de-escalate high-tension interactions with homebuyers
  • Maintain a professional demeanor and appearance to Holt Homes’ standards
  • Excellent organizational skills and attention to detail
  • Ability to schedule and hold to appointment times with homebuyers
  • Ability to prioritize and multi-task
  • Strong follow-up skills
  • Ability to work independently as well as in a group setting
  • Supervise and train Warranty Techs Level 1 and 2
  • Ability to adapt to an ever-changing environment
  • Thrive in a fast-paced work environment

Responsibilities:

  • Own the client experience, communication, and expectations from closing of the home sale through the end of the warranty period
  • Travel to client homes for inspections and repairs with provided company vehicle
  • Conduct visual inspections of warranty issues and document each item with notes and photographs
  • Ensure that root causes of issues are being identified, documented and reported
  • Conduct homeowner walkthroughs and communicate with homeowners to ensure a thorough understanding of proper warranty coverage expectations
  • Address post-possession homeowner concerns
  • Ensure quality standards are being met on all warranty repairs completed by our trade partners
  • Operate a variety of small hand and power tools for ‘hands-on’ repairs where needed
  • Ensure that all processes and administrative procedures are followed consistently, completely, and accurately
  • Responsible for the supervision and training & development of Warranty Techs Level 1 and 2 who have little or no residential construction experience
  • Responsible for tracking, responding to, and completing homeowner warranty requests
  • Schedule repair services with appropriate trade partners
  • Practice fiscal responsibility at all times while dealing with trade partners and warranty repairs
  • Performing other duties as needed or required

Work Environment:

  • Regularly uses a computer with repeated movements to enter data, differentiate between colors, shades and brightness, and read from a computer screen for extended periods of time
  • Regularly interacts with homeowners, trade partners and the internal customer service team
  • Regularly drives in provided company vehicle, often using said vehicle as their office
  • Moderately heavy physical activity involving the handling of average and heavy objects, regularly standing, crawling, bending or stooping.
  • Requires ability to lift up to 35 lbs. with frequency