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Director of Warranty
Deland, FL
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AKA Search Group filled this role for the client. Similar roles open regularly: see current openings or get in touch to be considered for the next one.
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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.