Warranty Program Manager

Warranty Program Manager

GENERAL SUMMARY OF POSITION:

The Warranty Program Manager is responsible for developing, managing and operating

the warranty program for the company. This will include the review and issuance of new

warranties, as well as addressing and resolving customer warranty repairs as needed. The

position will also provide in-field consultation and assistance to salespeople, roofing

contractors, general contractors, project managers and other design professionals

regarding “problem” jobs, product application and other technical investigations.

CORE & ESSENTIAL:

TASKS:

• Develops and maintains a proactive approach to the company warranty program

• Manages all aspects of the warranty repair request process (adjustments)

• Assists in the review and issuance of new roof system warranties

• Responsible for the information gathering, scope of work development for roof

system repairs, and proposed resolution of any warranty related issue

• Will be required to verbally, or in written form, report a proposed resolution of an

adjustment to corporate leadership and the Board of Directors

• Assist the sales force in trouble-shooting and creative problem-solving. This may

include visiting job sites throughout the United States and Canada for a visual

inspection to make a proper assessment for a solution

• Technical Support – Provides consultation or expert advice primarily via phone

and/or e-mail to our sales force concerning products, approvals, competitive

information and roofing techniques

• Training – To assist in training the new and seasoned members of the sales force

as needed, as well as train contractors on application techniques and the warranty

program

• Keeps abreast of technical issues, market conditions and competitive activities

through the reading of pertinent literature and consulting with technical service

areas including Corporate technical services managers, product management and

engineering teams

• Assist in the efforts of the Technical Services Team

• Assist in the maintenance of the technical literature

• The ability to work without any monitoring or supervision

• Other duties as assigned

QUALIFICATIONS & SKILLS:

Must possess extensive experience with roofing, waterproofing and general commercial

construction practices. Must be able to provide prompt service for all requests and be

flexible with their time as availability at times may be needed outside of standard

working hours. Experience in commercial construction, preferably in roofing and/or cladding, is preferred. Possession of at least a high school diploma is required and a post-

secondary degree is preferred. In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience (including military service) may be considered. Adherence to health and safety regulations (e.g. use of protective gear).

Demonstrated aptitude for problem-solving; ability to determine solutions for our sales

force. Must be results-orientated and able to work both independently and within a team

environment. Must possess excellent verbal and written communication skills.

Proficiency in using Microsoft Office Suite applications. Must have the ability to travel

both domestically and internationally, so the ability to travel by plane, operate a motor

vehicle, and maintain a valid driver’s license and driving record acceptable to our

insurance provider are required. Must have a vehicle in good working condition and

ensure it meets all safety, insurance, and legal requirements. Overnight domestic and

international travel is required.

PHYSICAL REQUIREMENTS:

Ability to communicate orally in a clear, concise and effective manner with the

customers, account representatives, company representatives, management, staff, and the

public in face-to-face, one-on-one and group settings. Ability to use a telephone for

communication. Ability to maintain regular, predictable, and punctual attendance at the

facility. Ability to establish and maintain effective working relationships with others. Use

office equipment such as a personal computer, copier and facsimile machines. Ability to

communicate in writing in a clear, concise and effective manner. Sit and/or stand for

extended time periods. Hearing and vision required to be within normal ranges. Read at,

above, and below shoulder height. Occasionally stoop, kneel or crouch. Sufficient manual

dexterity required to operate equipment. Tolerate inclement weather, including heat and

cold. Normal range of tolerance to household and other types of typical

industrial/construction chemicals and solvents. Must be able to carry, push, pull, reach

and lift up to 50 pounds of roofing material routinely. Ability to climb ladders/extension

ladders routinely. Ability to climb, traverse and maneuver across different roof levels

while adhering to fall protection requirements as necessary. Must have the ability to

travel by plane, operate a motor vehicle, maintain a valid state motor vehicle driver

license, and maintain an acceptable motor vehicle driving record. Overnight travel may

be required. Ability to occasionally work evenings, weekends, and overnight travel

required.

EQUAL OPPORTUNITY EMPLOYER:

The Garland Company, Inc. is an equal opportunity employer. All applicants will receive

consideration for employment without regard to race, sex, color, religion, national origin,

ancestry, military status, protected veteran status, marital status, gender identity or

expression, transgender status, citizenship, sexual orientation, age, disability, or any other

legally protected characteristic under applicable law.

The Garland Company, Inc. is committed to providing reasonable accommodation to,

among others, individuals with disabilities and disabled veterans. If you need an

accommodation because of a disability to search and apply for a career opportunity with

The Company, please send an e-mail to hr@garlandind.com to let us know the nature of

your accommodation request and your contact information.