Warranty Service Manager (Residential Construction)

What You’ll Be Doing

• Management of multiple warranty personnel and trade resources
• Review and implement best practices, processes and procedures on all administrative and operational activities within the department
• Establish and maintain professional working relationships with homeowners, staff, trades, construction and suppliers
• Participate in project planning/construction meetings; offer insight into selected materials from a customer service and warranty repair perspective
• Managing the warranty repair process including team of reps and handymen with daily reporting
• Auditing the site frequently via process walks and direct observation
• Documenting, tracking and reviewing Daily KPIs to ensure process adherence and company objectives are met
• Ensure all team members follow company standards
• Managing the CRM related to all after-closing warranty matters
• Assist in Leading Continuous Improvements events with the team to improve process efficiency and productivity
• Execute on all continuous improvement plans
• Ensure effective scheduling of resources in an appropriate manner to respond to service call volumes
• Ensure prompt and accurate customer obsessed level of service by the warranty service team
• Project managing Performance Audit completion while working with trades/suppliers to facilitate repairs
• Responsible for administrative and operational responsibilities to ensure required audits and verifications are carried out according to company policies
• Act as escalation point in Customer inquiries/troubleshooting with regards to PDI lists, 30-day lists, 12-month inspection and two-year inspection lists
• Work with team to address issues immediately
• Be a liaison with Tarion New Home Warranty Corporation to ensure full and strict compliance, Property Management and Condo Boards
• Monitor and manage performance by setting 1:1s and regularly reviewing departmental and individual goals within your team

What You Bring

• Minimum 5+ years residential condominium experience in a Supervisor/Management level role focused on warranty service and Tarion regulation
• Completion of post-secondary education in a relevant field of study
• Superior knowledge of warrantable issues and Tarion’s Construction Performance Guidelines
• Superior Project Management skills
• Ability to review, analyze and act on Data
• Support an environment that promotes coaching/ teamwork and supports corporate objectives and success
• Understanding building codes, safety guidelines and regulations
• Knowledge of equipment maintenance, use, repair and operation
• Knowledge of blueprints, drawings and models
• Experience creating and maintaining project reports
• Strong negotiating skills to reconcile differences with purchaser; trades; construction and staff
• Flexibility to changing work conditions including interruptions and multi-tasking while still being productive
• A Customer-Obsessed desire to provide industry leading homeowner experience and consistently exceed customer expectations
• Excellent interpersonal, presentation, and communication skills (both verbal and written) and strong conflict resolution skills
• Ability to manage multiple projects simultaneously while maintaining exceptional attention to detail
• Highly self-motivated, with an entrepreneurial spirit and strong ability to prioritize
• Ability to work independently in a fast environment and under pressure
• Team oriented and effective working in a collaborative team environment and acting as a positive relationship conduit
• Financial and business acumen to effectively manage costs and budgets
• Ability to exercise the utmost confidentiality regarding all details, discussions and information exchanged between the company and the customer
• Demonstrated proficiency with computer systems, (i.e., Word, Excel)

Why You’ll Love Working Here

• You’ll wear multiple hats and get hands on experience with all aspects of your team’s projects
• We champion Ownership – from your first day you will be involved in shaping the direction of Adi
• We focus on continuously developing our team through education reimbursements and professional development offerings
• We don’t believe in micromanagement – while we are here to provide guidance, we trust you to do your job and achieve success
• Health benefits and personal health spending account

Who We Are

• Founded in 2007, Adi Development Group is one of Canada’s leading, most innovative real estate development and investment companies. We have developments spanning the GTA with over $2 Billion currently under development and growing.
• At Adi Development Group, each endeavour begins with an unrelenting commitment to master the extraordinary. From selecting only those locations that represent exceptional value, to forward-thinking designs and quality-driven buildings that enhance each community, to engaging partners that share our quest for excellence - this philosophy is evident in all that we do.
• From real estate investment, to planning, design, building and management, the Adi team takes pride in bringing passion and energy to every step of the process. It’s a philosophy that continues to drive our residential and commercial real estate endeavors throughout the GTA. While others prefer to strive for the exceptional, we actually use it as our starting point. Build from there, and remarkable results can’t help but follow.