Job Summary
The Service Manager is responsible for overseeing all aspects of the company's warranty and customer-based service request operations following home possession. This role ensures warranty claims, service requests, and repairs are managed efficiently while delivering a high level of customer satisfaction.
The Service Manager coordinates service technicians, subcontractors, suppliers, and homeowners to ensure warranty work is completed in accordance with company standards, manufacturer requirements, and applicable warranty guidelines.
Schedule: Monday to Friday from 7:30AM to 3:30PM. No weekends
Key Responsibilities
- Manage all homeowner warranty and service requests from initial intake through completion.
- Review and assess warranty claims to determine coverage and required repairs.
- Schedule and coordinate service technicians, subcontractors, and suppliers to complete warranty and service work.
- Ensure warranty repairs are completed in a timely, professional, and cost-effective manner.
- Conduct home inspections to assess reported deficiencies and determine appropriate corrective actions.
- Maintain accurate documentation, including service records, warranty claims, photographs, and correspondence.
- Submit and manage manufacturer warranty claims and ensure compliance with manufacturer warranty procedures.
- Monitor service schedules and prioritize work based on urgency, customer needs, and seasonal requirements.
- Communicate regularly with homeowners, providing updates and setting clear expectations throughout the service process.
- Work collaboratively with Sales, Production, and Administration to resolve service-related concerns.
- Monitor technician performance and ensure quality workmanship on completed repairs.
- Manage inventory and ordering of warranty materials and replacement parts as required.
- Ensure all service work is performed safely and in compliance with company policies and occupational health and safety regulations.
- Maintain positive relationships with homeowners while representing the company in a professional and solution-focused manner.
Performance Expectations
- Responds promptly to homeowner concerns.
- Maintains organized and accurate warranty documentation.
- Ensures service work is completed within established timelines.
- Deliver a positive customer experience while balancing company policies and warranty obligations.
- Demonstrates accountability, professionalism, and sound judgment in resolving service issues.
- Continuously seeks opportunities to improve service processes and reduce recurring warranty concerns.
Requirements
- Minimum of 3 years of construction management or related experience.
- Leadership skills with the ability to coordinate staff and subcontractors effectively.
- Strong knowledge of construction methods, building codes, and industry best practices.
- Ability to read construction drawings and technical documentation.
- Proven leadership and team management skills.
- Strong problem-solving and decision-making abilities.
- Organizational, problem-solving, and decision-making abilities.
- Exceptional customer service and conflict resolution skills.
- Strong verbal and written communication skills.
- Proficiency with construction management software and Microsoft Office applications.
- Valid driver's license and ability to travel between job sites as required.
Key Competencies
- Leadership
- Accountability
- Project Planning and Coordination
- Budget Management
- Safety Awareness
- Quality Focus
- Conflict Resolution
- Time Management
- Customer Service
- Adaptability
Pay: From $84,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Profit sharing
- Vision care
Ability to commute/relocate:
- Morinville, AB T8R 1K7: reliably commute or plan to relocate before starting work (required)
Experience:
- Construction: 3 years (preferred)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
