Warranty Service Technician
Closed
The Warranty Service Technician is a front-line position responsible and accountable for conducting all regularly scheduled Customer Orientations (30 days & 11-month, warranty reviews), as well as attending to any "call-in" customer service requests.
This role is responsible for personally inspecting and evaluating all homeowner warranty concerns, providing solutions to concerns, and for ensuring all post-occupancy related warranty concerns are completed in accordance with Cresco's Service and Warranty Policies and Provincial New Home Warranty guidelines. The Warranty Service Technician shares responsibility for managing after hour emergency service with their peers as per the "on-call" schedule rotation.
- Manage communications with homeowners and trades in a professional, courteous, and timely manner.
- Educate and answer all inquiries received from homeowners, regarding home maintenance and product performance. Liaison to homeowners and trade contractors.
- Clearly set homeowner expectations during the service journey through effective and efficient communication.
- Provide feedback and solutions on repetitive customer care concerns, recommend improvements to products / practices.
- Attend regular customer care departmental meetings.
- Review homes during the construction process to assess and provide solutions to mitigate potential risk of design, material and or workmanship to develop into systemic warranty items.
- Use advanced troubleshooting processes, diagnostic tools, and expertise to identify and resolve complex issues within a home.
- Conduct thorough home inspections with homeowner or designate.
- Perform any additional required inspection with homeowner or designate
- Support Construction team with and attend Customer Orientations (Pre-occupancy) and Occupancy (possession) inspections as required.
- Use expert knowledge of New Home Warranty Workmanship and Materials Performance Guidelines to determine and action warrantable items.
- Ensure accurate reporting of key service metrics for area of responsibility is provided to the Supervisors & Direct manager.
- Communicate internally with Service Manager, Supervisors and Customer Care team on any pending customer escalations or unusual service situations.
- Coordinate walk through schedules with Coordinator and work order details.
- Collaboratively establish guidelines with Supervisor and Coordinator to manage work order volumes and meet strategic objectives for work order closing rates and timeframes.
- Manage, plan, and execute complex repairs involving multiple scopes of work and verifying work by trades while ensuring a high quality of workmanship.
- Hold trades accountable for service performance in concert with Supervisor and Coordinator
- Assess, report, and mitigate field level safety hazards for both self and trades.
- 5 years Residential Construction or Renovation Experience
- Customer Service Experience
- Proficient computer skills
- Excellent interpersonal and communication skills, both verbal and written
- Ability to prioritize work and managing multiple competing priorities
- Familiar and able to use basic hand tools
By joining Cresco, you will work in an environment where team members have a shared vision, are passionate about what they do and truly care about one another. This is an exciting time at Cresco as they look to build in house expertise starting with this role. Cresco is offering a competitive compensation and benefits package including:
- Health, dental, vision coverage
- Life Insurance and long term disability
- Free access to virtual healthcare
- Physical wellness subsidy
- Matching RRSP Program up to 5% of earnings
- Community involvement
- Opportunity for growth
