Warranty Manager - Residential Construction

At Watts Group, we take pride in building homes of exceptional quality and in standing behind them. The Residential Warranty Manager ensures every homeowner receives outstanding experience after the sale by managing all aspects of the home warranty and customer service process.

As the primary point of contact for homeowners after closing, this role coordinates warranty repairs, manages communication between customers, subcontractors, and internal construction teams, and ensures that all warranty issues are resolved efficiently, professionally, and in alignment with our commitment to excellence.

Role and Responsibilities:

Homeowner Service & Communication

• Serve as the primary point of contact for homeowners regarding warranty concerns, ensuring prompt and courteous communication at every stage.
• Deliver exceptional customer service by listening carefully, developing solutions, and keeping homeowners informed throughout the process.
• Maintain positive, professional relationships with homeowners, subcontractors, vendors, and internal team members.
• Participate in pre- and post-warranty walkthroughs as required.
• Occasionally provide after-hours or weekend on-call support for urgent homeowner concerns, on a rotating or as-needed basis.

Warranty Process Management

• Receive, log, and track all homeowner warranty requests in the company’s service management system.
• Coordinate and schedule warranty repairs with subcontractors, vendors, and construction staff to ensure timely completion.
• Monitor and follow up on all warranty work to confirm quality completion and homeowner satisfaction.
• Maintain accurate records of all warranty activities, communications, and costs.
• Support the construction team with punch lists and project closeout activities as needed.

Quality Assurance & Continuous Improvement

• Conduct field inspections to assess warranty claims, evaluate workmanship, and verify compliance with building and safety codes.
• Diagnose issues to determine whether problems stem from workmanship, homeowner neglect, or normal wear-and-tear.
• Analyze recurring warranty issues and provide feedback to management to improve construction quality and subcontractor performance.
• Collaborate with subcontractors to ensure accountability, quality, and timely performance under warranty obligations.
• Prepare periodic reports summarizing warranty requests, completion times, costs, and homeowner satisfaction.

Skills and experience:

Education and Experience:

• Education: College degree preferred; equivalent experience will be considered.
• Experience: Minimum of 3 years in residential construction, warranty management, or a related customer service field.
• Technical Knowledge: Working knowledge of residential construction systems (structural, electrical, plumbing, HVAC, finishes) and familiarity with building codes.
• Technology: Proficient in Microsoft Office Suite (especially Excel); experience with Buildertrend, Procore, or other construction management software preferred.
• Customer Service: Strong listening, communication, and conflict-resolution skills.
• Professionalism: Represent the company positively in all interactions and communications.
• Organization: Excellent time management, attention to detail, and multitasking ability.
• Teamwork: Collaborative, dependable, and committed to high-quality outcomes.

Physical and Other Requirements

• Licenses: Valid driver’s license required.
• Ability to perform physical tasks: climbing stairs and ladders; lifting up to 50 pounds; bending; kneeling; and walking outdoors for extended periods.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• Residential Construction: 1 year (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person