Director of Warranty

The Director of Warranty oversees warranty operations across multiple Kolter Homes communities, managing teams to deliver consistent, high-quality service and resolve escalated homeowner concerns. This leadership role requires construction knowledge, strong customer service orientation, and a focus on process improvement to ensure a positive experience for homeowners.

Key Responsibilities

1. Oversight of Regional Warranty Operations
   • Manage all warranty activities across multiple Kolter Homes communities, ensuring high service standards.
   • Maintain a presence across assigned communities to oversee warranty operations directly and ensure alignment with Kolter Homes’ quality standards.
2. Team Leadership and Structure 
   • Oversee teams at each location, generally composed of a warranty manager, coordinator, and technician.
   • Serve as the senior point of contact for the warranty team, providing guidance and final decisions on escalated warranty matters to support each community.
3. Leadership and Customer Satisfaction
   • Act as the authority on major warranty issues and escalated homeowner concerns, providing direction and solutions for complex cases.
   • Support warranty teams in managing daily operations while stepping in to handle significant or complex customer complaints.
4. Process Improvement
   • While Kolter Homes has existing warranty processes, the Director is encouraged to offer suggestions for improvements.
   • Collaborate with corporate warranty specialists to implement ongoing enhancements and streamline warranty management for better service delivery.
5. Construction Knowledge
   • Possess a solid understanding of construction to confidently address homeowner inquiries and guide the warranty team.
   • This expertise helps in making informed decisions and maintaining homeowner trust through accurate and knowledgeable responses.
6. Handling Regional Challenges
   • Recognize and address unique warranty challenges across communities, adapting strategies as needed based on local issues (e.g., supply shortages).
   • Demonstrate flexibility in solving region-specific problems to maintain consistent service quality across all communities.