Senior Warranty Manager

☞ Mattamy Homes

View: 201

Update day: 29-05-2024

Location: Ottawa Ontario

Category: Civil / Construction

Industry: Real Estate

Job type: Full-time

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Job content

Location:

Ottawa, Ontario

Department:

Warranty, Ottawa

Employment Type:

Full-Time

Reports to:

Vice President, Construction

Who WeAre

Mattamy Homes is the largest privately owned homebuilder in North America, with 40-plus years of history across the United States and Canada. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In Canada, our communities stretch across the Greater Toronto Area, as well as in Ottawa, Calgary and Edmonton.

What We Offer

The Sr. Warranty Manager will play an instrumental part in leading the Warranty Service department to provide the best homeownership experience for our customers during the warranty period. The Senior Warranty Manager will provide direction and support to a team of Warranty Managers and will be responsible for building the team and implementing processes to ensure homeowner satisfaction across all touchpoints during the warranty period.

Responsibilities

  • Build, lead and manage a high performing Warranty Team to service Homeowners across our Ottawa communities.
  • Provide guidance, feedback and coaching to the Warranty Team, ensuring consistent and outstanding customer experience.
  • Directly resolve escalations and oversee complex and challenging situations, collaborating with Mattamy’s Legal and Insurance departments as required.
  • Oversee the development and implementation of enhancements in conjunction with the VP Construction.
  • Establish best in class warranty service standards and drives consistency across all teams.
  • Measure performance on 30day and year end sign off efficiency.
  • Ensure appropriate trade base and staffing resources are available to meet our established service delivery timelines across all projects.
  • Establish and monitor KPI’s to drive efficiency and quality of service appointments.
  • Continuously collaborate and communicate with all other departments, ensuring that potential service challenges or opportunities are proactively identified, communicated, analyzed, and addressed.
  • Organize and lead pre-warranty meetings with staff and trade partners.
  • Maintain constant awareness of budget balances with the ability to foresee and prevent cost over-runs.
  • Prepare reports and dashboards to keep the Operations Team and the business up to date on warranty performance metrics.
  • Oversee and Manage Mattamy’s QA and PDI inspection process on a yearly forecasting basis.

WhatYouBring

  • University degree or College diploma.
  • Minimum of 7+ years’ experience in Warranty Service including 5+ years of management/leadership of a Warranty Service team.
  • Proven experience in building, developing, and coaching high-performing teams in a fast-paced environment.
  • Relationships with major suppliers and trade partners with the ability to influence the highest service standards
  • Subject matter expert in Tarion warranty program and Ontario Building Code.
  • Budget preparation, administration and project reporting experience.
  • Ability to lead, influence and collaborate effectively across all functions.
  • Strong communication skills, internal and external - written and verbal.
  • Experienced in dealing with the most difficult customers and situations
    • Strives for a win-win outcome
    • Demonstrates empathy and understanding with customers
    • Effectively resolves warranty matters to bring them to full and final closure

Health & Safety
We are doing our part to safeguard your health and taking extra steps to reduce the spread of COVID-19. All work sites and premises will allow for required physical distancing requirements, and new routines and resources such as hand sanitizer, antiseptic wipes, masks, or other protective equipment.

Vaccination is the single best protection against COVID-19 for us as individuals and our communities and is vital to maintaining our commitment to health and safety. The successful applicant will be required, as a condition of employment with Mattamy, to provide Mattamy with proof that they have received the full series of a COVID-19 vaccine (or combination of vaccines) authorized by Health Canada, subject to accommodations required under applicable human rights legislation.

Why Mattamy

When you’re part of the Mattamy family, your day to day work has an incredible impact. What we do takes teamwork, and everyone pulls together to give our very best. With a focus on continued growth and industry leadership, exciting career possibilities are waiting for you at Mattamy. Based on the culture we pride ourselves on, we’ve been recognized with external awards as well. Some of our most recent recognition includes:

Canada’s Best Managed Companies (2020 & 2021)

Canada’s Top 100 Employers (2020 & 2019)

Greater Toronto’s Top Employers (2022, 2021, 2020 & 2019)

Canada’s Most Admired Corporate Cultures (2017 & 2021)

At Mattamy, we’re passionate about creating and promoting a diverse and inclusive environment where everyone can do their best work. Diversity and inclusion are important aspects of the work we do to support our homebuyers, colleagues and communities. We offer a workplace that allows our employees to experience exciting possibilities in their career including continuous learning, opportunity for growth, competitive compensation and a comprehensive benefits package.

We have big plans for our business and our team. Be part of our ambitious future!

Mattamy Homes is committed to providing accommodation for people with disabilities. If you require accommodation through any aspects of the selection process, please notify us and we will work with you to meet your needs.

Qualified applicants will be contacted directly by the Talent Acquisition team.
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Deadline: 13-07-2024

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