Customer Service Warranty Technician

Job Title: Customer Service Warranty Technician

Company: Hayden Homes

Location: Montana - Kalispell and Missoula

Career Area: Customer Service / Residential Construction

Education: HS diploma, GED, or equivalent experience required. 

Experience: Prior customer service and construction field experience strongly preferred

Travel: Daily travel within local and regional areas.  Reliable vehicle, valid Driver's License, and insurance required. 

We are proud to be Great Place to Work Certified® and selected as a Fortune 100 Best Workplaces!

How You Will Contribute:

As a Hayden Homes Customer Service Warranty Technician, you will ensure quality completion of homes and readiness for New Home Orientations. You will respond to customer warranty requests promptly to ensure the completion of warranty items on time, on budget, and to our quality standards.

Responsibilities Include:

• Quality Assurance: Ensures quality completion of homes by performing quality assurance (QA) inspections prior to the completion of homes. Schedules and monitors QA inspections in accordance with Project Manager schedules.
• New Home Orientations:  Conducts New Home Orientations with the customer in conjunction with the Project Manager. Thoroughly explains the use and care of all features of the new home, specific warranty coverage and how to initiate a Service Request. Explains warranty time periods, coverages, and procedures to the customer and documents any remaining defects.  
• Sales Turnover to Inventory Homes:  Facilitates all repairs necessary for model and inventory homes to remain in new condition. Inspects all inventory homes after sales turnover has been completed. Generates lists for the Project Manager/Senior Project Manager to complete any concerns or issues.
• Service Request Management: Addresses customer warranty requests, manages subcontractors, and follows up with customers at regular intervals during the warranty period. 
• Warranty On-Call: Participates in the rotation of on-call warranty service to respond immediately to after-hours emergency requests.  

How You Will Succeed:

You build effective working relationships with internal team members and external customers. You consistently provide a high level of customer service using established systems and processes to ensure quality work and timely completion of tasks. You are organized and use your time effectively to ensure timelines are met or exceeded. You maintain professionalism, composure and resiliency in difficult situations.  You have pride in your work and are accountable for the outcomes of your work.  

What You Can Offer:

Skills

• Proficient in Microsoft Office programs including Word, Outlook, and Excel.

Abilities

• Ability to organize, plan, prioritize and manage multiple tasks in a fast-paced environment.
• Ability to work with suppliers, trades, customers, and internal team members to discuss and document requirements/changes, address concerns and provide timely project status.
• Ability to creatively solve problems and work under time constraints with minimal supervision.

Experience

• At least 2 years of construction-related experience and prior customer service experience and/or Warranty experience are strongly preferred.

How You Will Be Rewarded:

Hayden Homes’ compensation and benefits package consists of a competitive base salary between $65,000 and $75,000 per year along with quarterly bonus opportunities, generous health care coverage including medical, dental and vision benefits for team members and dependents, flexible spending accounts, life and disability insurance, 401(k) plan with  company match, a team member home purchase discount, accrued paid time off beginning at 3 weeks annually, 16 hours of volunteer time off, education reimbursement and career development opportunities.

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