Service Manager - Mid-Rise Residential Developer

Location: Stoney Creek, ON
$80k to $90k + Benefits

Duties and responsibilities include but are not limited to the following:

• Provide guidance and support to Customer Care team
• Manage department to minimize and prevent Tarion intervention
• Meet with difficult homeowners to rectify their complaints, to avoid requests for conciliation as required and update the Director of Construction, GM, and President, with the findings
• Attend conciliations, audits, or tribunal hearings as a company representative, as required
• Comply with findings of the Tarion Conciliation Report and ensure repairs are completed within specified time frames
• Ensure all warrantable repairs are scheduled and completed to minimise repeat trade visits, and to address repairs within a timely manner
• Ensure that all warranty work is being conducted by the Trades and not Service Technicians
• Manage the resolution of Service / Trade disputes and conduct regular service meetings with difficult trades as required, notifying & inviting the Director of Construction and GM
• Ensure all warranty documents have been delivered and reviewed with the homeowner on closing
• Ensure PDI appointments are scheduled with homeowners and PDI staff
• Conduct PDI’s when required
• Ensure homeowner understands the PDI, closing, follow up, and warranty process via an educational seminar and/or homeowner interactions

Qualifications

• Minimum completion of high school
• Minimum 3 years of experience in Customer Care and new builds or similar role
• Thorough understanding of Tarion Warranty Program
• Thorough understanding of Ontario Building Code
• Proven ability to work well under pressure, particularly when faced with unexpected occurrences or delays.
• Able to work independently and as part of a team
• Excellent organizational skills
• Valid Class G driver’s license with the ability to travel as required to various job sites