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Warranty Services Representative (Field)

Reports to: Director of Customer Service

Position Type/Hours of Work: Full Time

Job Description

 Summary/Objective:  To be directly responsible for quality control inspections, conducting homeowner orientations, customer service and general warranty processes.  This position ensures that the Company’s quality standards and customer satisfaction goals are being met or exceeded and is responsible for the daily operation of the field side of the Quality Control / Warranty Services Department processes and procedures for the Company.

Essential Functions:

  1. Operation of the field side of the Quality Control / Warranty Services Department:
  • Utilize Company reports to monitor and ensure all quality control inspections, homeowner orientations, verification walks, warranty work, emergency calls and final warranty reviews are scheduled, executed and completed to the Company’s standards and specifications
  • Schedule all quality control inspections with the Project Manager a minimum of 5 business days prior to the homeowner orientation walk
  • Schedule all homeowner orientations with the Project Manager a minimum of 5 business days prior to the closing
  • Schedule all verification walks with the Project Manager for the morning of the closing
  • Manage the quality control inspection and homeowner orientation walk schedule and make adjustments as necessary
  1. Trade Partner Quality Control:
  • Monitor the Quality of each Trade Partner to ensure that it meets the Company’s quality standards
  • Identify Trade Partners and Vendors responsible for any warranty work and enforce their commitment to complete each warranty item to the Company’s and Customer’s satisfaction
  • Negotiate and issue a VPO for any non-warranty related work
    • Final review and approval of warranty invoices will be done by the Senior Quality Manager.
  1. Quality Control Procedures:
  • Conduct a Quality Control inspection on each home on the date the Project Manager presents it as complete
  • Identify and classify defects discovered during the QC inspection and notify the Project Manager of punch list items
  • Assist in completion of QC punch list items when necessary
  • Ensure that punch list items are corrected satisfactorily prior to the homeowner orientation walk
  1. Customer Service / Warranty Procedures:
  • Conduct a homeowner orientation walk on each home on the date the Project Manager presents it to the Customer as complete
  • Work with the Project Manager to ensure the satisfactory completion of homeowner orientation walk punch list items that survive the verification walk / closing
  • Review Customer Service Requests and contact customers to schedule inspections of items requested for service (within 48 hours)
  • Determine if items on the Customer Service Request qualify for repair under the Warranty or require homeowner maintenance
  • Schedule trade contractors to make warranty repairs
  • Be on site to supervise / coordinate when multiple trade contractors are required to work on a complicated repair
  • Confirm that warranty repairs are completed to the satisfaction of the homeowner
  1. Attend in-office meetings, collaborate face-to-face with co-workers, and be present and available for other office-related projects or tasks on a punctual, regular, and predictable basis

Skills/Competencies: 

  1. Return all calls within 24 hours
  2. Keep and be on time for all scheduled appointments; Notify the customer in advance if circumstances beyond your control cause delays and reschedule accordingly
  1. Keep all paper work and files neat and well organized. Process all paperwork in a timely manner
  2. Conduct yourself in a professional business-like manner. Be polite, considerate, and courteous when dealing with Customers. Handle negative situations in a diplomatic and professional manner, and maintain excellent relations

Supervisor Responsibilities: This position has no supervisory responsibilities.

Work Environment: This job operates in a professional onsite building/project environment.  The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  While performing the duties of this job, the employee is required to frequently inspect projects and may be exposed to ongoing construction and various weather conditions.  The noise levels in the work environment may range from moderate to loud.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, talk and/or hear. The employee is frequently required to use hands to finger, handle or feel. The employee is occasionally required to reach with hands and arms. The employee is occasionally required to climb or balance, stoop, kneel, crouch and/or crawl. The employee must also occasionally lift and/or move up to 25 pounds. Specific vision abilities include close vision and color vision.  This role requires near vision, i.e. the ability to perceive details at close range (within a few feet).

Travel: No travel is expected for this position

Education and/or Experience:

  1. One (1) to Three (3) years previous experience
  2. Some college preferred but not required

ADA/EEO Statement: Edward Andrews Homes (EAH) will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of this job.  EAH is an equal employment opportunity employer and complies with all applicable laws prohibiting discrimination based on race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran status, citizenship status, and any other characteristic protected by federal, state, or local laws.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. He or she will be required to follow any other instructions and to perform any other duties or assist with any other projects as requested by the Senior Quality Manager. Duties, responsibilities and activities may change at any time with or without notice.

Apply now and be sure to include your resume and cover letter.

Edward Andrews Homes will reasonably accommodate qualified individuals with a disability so that they can perform the essential function of this job. Edward Andrews Homes is an equal opportunity employer and complies with all applicable laws prohibiting discrimination based on race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran status, citizenship status, and any other characteristic protected by federal, state, or local laws.

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Vanessa & Danielle
New Home Specialists
678.582.1150
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