Warranty Specialist/Model Maintenance

Warranty Specialist / Model Maintenance

The function of this position is to manage, direct, and accept accountability for all customer service activities and reporting functions associated with the Warranty Department. The Warranty Specialist provides leadership in and manages the coordination of all activities within the customer service process, thus optimizing the effectiveness of TradePartner, ensuring compliance with Shea Homes customer satisfaction and quality assurance standards, and maintaining a safe work environment. This position is also responsible for Model Maintenance at the community, as outlined below.

Specific Responsibilities

Key Result Area #1 – Customer Satisfaction

• Establish and maintain regular and proactive communication with internal customers and homeowners
• Manages and resolves customer issues within company goals and communicates progress on completion
• Review surveys and associated reporting tools to understand trends and adjust accordingly
• Educate homeowners on the care and maintenance of their home

Key Result Area #2 - Scheduling

• Meets response time goals
• Timely and accurate paperwork
• Ensure execution of daily schedule
• Hold TradePartner™ and suppliers accountable to schedule system and confirm schedule on a daily basis
• Ensure home is next trade ready
• Confirmation of QPR #8 (Team Walk) is performed by the Orientation Representative (OR). Reschedule of QPR8s will occur when a Production Manager notifies the OR. Internal Acceptance date is confirmed by Production Manager.

Key Result Area #3 - Quality Assurance

• Complete milestone Quality Performance Reviews and/or targeted reviews, document corrective actions, and follow-up to ensure completion of corrective items
• Educate the homeowner on feature / function / benefit of products in their home
• Perform 1-5-11-15 month visits and Rapid Response
• Verify options selection
• Perform Targeted Reviews
• Perform QPR’s 3 & 8, PDO’s, Internal Acceptance, Customer Walk Thru

Key Result Area #4 - Safety and Site Management

• Understand and champion the Shea Homes safety program
• Ensure each home site is left clean
• Participate in monthly safety training program

Key Result Area #5 - TradePartner Management

• Ensure complete knowledge of scope of work
• Complete purchase order request on same day
• Review and approve invoices daily
• Develop and maintain positive relationships with TradePartner
• Follow up with TradePartner for next day appointments (TradePartner Appointment Sheet)

Key Result Area #6 - Cost Management

• Demonstrates utilization of customer service software for generating work orders and follow up cost tracking
• Have knowledge of risk management elements to avoid litigation.

Key Result Area #7 – Model Maintenance

• Review, code and submit invoices to Sales Manager and Shea Accounting Services for approval by the end of the day as needed for all operations related to the Tour Center, Model Homes, Taste of Trilogy Homes and completed Designer Homes.
• Oversight and Maintenance of all models as well as the Tour Center (interior and exterior), Taste of Trilogy (Stay and Play) homes and completed Designer Homes.
• Review all related area budgets quarterly with the Sales Manager.
• Manage all products and supplies in the model maintenance office to perform minor repairs, replacements and touchup as needed
• Ensure all restrooms are cleaned and properly supplied
• Touch-up paint in walls, baseboards, ceiling, door frames as well as exterior for all responsible areas
• Check for any rain leaks and report to maintenance supervisor if there are any problems
• Maintain A/C filters replacement in all areas of responsibility
• Fireplace clean and check for proper function.
• Ensure all fountains, water features and pools/spas are in working order, clean and maintained for all areas of responsibility.
• Pick up trash and debris in all areas of responsibility
• Replace light bulbs and fixtures in all areas of responsibility
• Ensure model garage studios are clean and orderly reset temperatures as requested
• Open model gallery during work week. “Every room of every model every day.” Check to ensure model thermostats are set to appropriate comfort levels.
• Review the cleaning and maintenance of the design center.
• Landscape areas clean around the models, tour center, test drive homes and designer homes
  • Check for dead plant and order replacements in all areas of responsibility
  • Check for pooling water after heavy rains, or broken irrigation lines in all areas of responsibility
• Signage in model gallery arranged neatly
• Ensure all weekend signage (i.e. Designer Home Sales signs) are placed as needed
• Complete any necessary tasks designated by Sales Manager during the day, i.e., immediate model issues, placement and removal of signage, stocking of water in the models.
• Order and maintain supplies and forms relevant to the position’s responsibilities.
• Off-site re-stocking runs (i.e. Home Depot) as needed
• Update vendor files on a continuous basis.
• Make sure community information packets are available for disbursement to meet needs based on guest traffic.
• Manage collateral inventory and communicate collateral order needs to the Tour Center Coordinator and Marketing Coordinator as applicable.
• Maintain all operational records and files, as well as correspondence relevant to this role’s specific duties.
• Distribute model maintenance tracking sheet to leadership team and community audit facilitator every Wednesday.
• Maintain relationships with printer, landscape & cleaning vendors and others who provide service to the sales center and model complex.
• Manage the daily operations, with the assistance of the Sales Manager, for the Taste of Trilogy program.
• Ensure proper care, cleaning and maintenance of the community GEM carts including the model maintenance GEM as needed (setting up in AM and putting away in PM).
• Ensure proper care and maintenance of the community Tour Vehicles including regularly scheduled servicing, oil changes, car washes and gas.
• Pest control and scheduled maintenance for all areas of responsibility.

Qualities for Position

• Unsolicited participation
• Effectively handles and mediates difficult situations
• Effectively manages internal and external customer needs
• Able to multi-task
• Regularly provides solutions in difficult situations
• Demonstrates ability to share “best practices”
• Utilizes reports and measurements
• Proficient written and verbal communication skills
• Ability to facilitate meetings and process improvement
• Demonstrates ability to complete thorough insurance claims
• Proficient knowledge of water intrusion protocol
• Productivity; good attendance, few errors or repetition, good work quantity and quality, positive contributor
• Ability to work successfully in a team environment, strong people skills required, works well with others
• Innovation; seeks new opportunities and growth challenges, contributes ideas, helps resolve problems, looks for and develops cost savings measures, and develops new procedures and methods
• Honesty; being truthful and trustworthy, doing what needs to be done and what is right, being fair and objective, having personal integrity and treating others in a mature, responsible manner
• Loyalty; having commitment toward the goals of the organization, the nature of the business, respecting its efforts, defending its good name, giving the job the best effort and sincerity
• Minimum three years’ experience working with senior level management
• Initiative – ability to think, work and make independent decisions based on sound judgment
• Demonstrated high level of proficiency in PC technology, and all MS Office applications
• Excellent written and verbal communications skills
• Ability to perform statistical analysis in a process improvement context
• Understanding of basic measurement and team tools and continuous process improvement methodology and practices
• Must possess a strong internal/external customer service orientation/commitment
• Excellent time management, organizational and follow-up skills
• Ability to manage competing priorities and assignments
• Must be comfortable working in a fast-paced environment where continuous improvement is expected
• Must be able to consistently achieve high work standards
• Flexibility and adaptability to rapid change
• Mainframe and personal computer proficiency, including Microsoft Outlook, Word, Excel, PowerPoint, Sales Logix, Business Objects & AS400.

Knowledge/Experience

• High school diploma or equivalent required; BA/BS degree preferred
• Advanced computer skills in MS Office and Shea operating systems
• Proficient business writing skills
• Demonstrates execution of check request & insurance claim processes
• Understands, adheres to and mentors others in regard to Shea Homes policies and procedures
• Proven problem solving capabilities
• Demonstrates Shea Vision, Purpose and Values
• Working knowledge and understanding of Shea Homes warranty program and manufacturer warranties
• Demonstrates effective leadership skills
• Knowledge of construction process
• Demonstrates Shea Vision, Purpose and Values
• Demonstrates Shea Trilogy Ten
• Working knowledge and understanding of Shea Homes warranty program and manufacturer warranties
• Bachelor’s degree or equivalent combination of education and experience preferred
• Previous experience in a continuous improvement environment a plus
• 3-5 years of previous executive-level administrative support preferred
• Knowledge of the home building and real estate industries a plus, but not required

Professional Performance Standards

Responsible and accountable for executing the specific responsibilities listed above in complete conformance with goals, expectations and schedule commitments of the Division.

Physical Demand/Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk and hear. The associate frequently is required to walk and sit and occasionally is required to stand. The associate must occasionally lift and/or move up to approximately 25 pounds.

The noise level in the work environment is usually moderate.

Professional Development Statement

This position is expected to maintain a program for his/her own professional development and shall do so by creating, maintaining and executing his/her Professional Development Plan per company standards.

Shea Homes Active Lifestyle Communities is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

EOE/M/F/D/V