Job Overview
We are seeking a dedicated and detail-oriented Warranty Technician to join our dynamic construction team. The Warranty Technician delivers Brittenum Residential’s post-closing warranty and service to homeowners by evaluating reported concerns, coordinating and performing repairs, and communicating clearly throughout the process. Working under the Area Warranty/Service Manager and alongside the Warranty Coordinator, the Technician treats every warranty call with equal or greater urgency than new construction, ensures defects are corrected properly the first time, and closes out claims to company standards. The ideal candidate is customer-focused, organized, mechanically capable, and committed to delivering an exceptional homeowner experience that protects Brittenum’s reputation and drives referrals.
Warranty Claim Evaluation & Homeowner Meetings
- Meet with homeowners to review service request tickets generated by the Warranty Coordinator and inspect each reported concern on-site.
- Evaluate reported items and determine root cause, distinguishing warrantable defects from homeowner maintenance, normal wear, cosmetic items within tolerance, weather damage, and manufacturer-covered appliances.
- Apply Brittenum Residential warranty standards, Scopes of Work, and construction performance standards to determine whether each item qualifies for coverage; escalate questionable or high-impact items to the Area Warranty/Service Manager.
- Clearly and professionally explain to homeowners why items are or are not covered under warranty, setting respectful expectations and educating them on maintenance responsibilities.
- Confirm that all claims are submitted in writing (portal, email, or phone intake through the Warranty Department) before acting; a verbal request to a technician does not constitute a claim.
Repair Coordination & Scheduling
- Schedule, coordinate, and track warranty repair work from initiation through completion, working with the homeowner to arrange access.
- Coordinate trade partners and subcontractors for warrantable items, holding them to Brittenum response-time and quality requirements.
- Meet response-time standards: complete routine warranty calls within the 3–7 day target and never exceed 14 calendar days; any call over 14 days is a “Red Flag Call” that must be reported to the Area Warranty/Service Manager.
- Treat HVAC, plumbing, and electrical emergencies with a 2-hour response and normal mechanical calls with a 48-hour response, confirming trades provide current emergency contact numbers.
- Do not temporarily cover up a defect; do not begin a repair until materials are on hand and the work can be properly completed.
Hands-On Repairs & Punch-Out
- Perform limited punch-out and minor repairs to resolve warranty items, including drywall patching, caulking, paint touch-ups, trim and door adjustments, hardware, and window/door seal replacements.
- Coordinate with suppliers to obtain materials needed for warranty repairs.
- Verify completed work meets Brittenum quality standards before requesting homeowner sign-off and closing the ticket.
Documentation & Communication
- Conduct follow-up visits with homeowners to review completed repairs and obtain homeowner signatures to close warranty tickets.
- Maintain accurate, up-to-date records of service schedules, repair progress, completed work, photos, and closeout documentation in the warranty management system.
- Provide regular updates to the Warranty Coordinator and Area Warranty/Service Manager regarding scheduling, repair status, and ticket completions.
- Communicate professionally and calmly with homeowners at every stage — intake, scheduling, progress, and resolution — and escalate sensitive situations promptly.
Trade Partner Accountability & Cost Control
- When back-charging a trade partner for warranty work, document who was contacted, when they were contacted, and keep a written record of the back-charge notification.
- Identify warranty repairs that exceed standard scope and require a Variance PO; obtain proper approval
- Follow up with trade partners to ensure timely, quality completion of assigned warrantable items.
Quality & Continuous Improvement
- Identify and report recurring defects or patterns to the Area Warranty/Service Manager to help improve future build quality.
- Support scheduled warranty walk-throughs (such as 30-day, 90-day, and 1-year visits) as directed.
- Uphold company values through professionalism, integrity, and proactive, solution-oriented problem solving.
Experience
- Prior experience in residential construction, warranty/service, or skilled punch-out and repair work preferred.
- Basic construction knowledge across multiple trades (drywall, paint, trim, doors/windows, caulking, hardware) with the ability to perform minor repairs.
- Ability to read and interpret residential plans, specifications, and Scopes of Work to evaluate warrantability.
Skills & Competencies
- Strong customer-service orientation with a genuine commitment to homeowner satisfaction.
- Excellent listening, verbal communication, and interpersonal skills, including the ability to de-escalate and set clear, respectful boundaries.
- High level of integrity, professionalism, and accountability for outcomes.
- Strong time-management and organizational skills with the ability to manage multiple service requests and competing priorities.
- Detail-oriented, with disciplined scheduling and accurate system documentation.
- Practical problem solving that manages cost and risk while preventing repeat issues.
- Ability to work independently while collaborating effectively with homeowners, team members, and trade partners.
- Proficiency with mobile devices and warranty/scheduling software; Microsoft Office (Outlook, Word, Excel) a plus.
Performance Metrics
- Warranty calls completed within the 3–7 day target; zero “Red Flag” calls exceeding 14 calendar days.
- Emergency response times met (2-hour mechanical emergency; 48-hour normal).
- Homeowner satisfaction and quality of completed repairs (low repeat/callback rate).
- Accuracy and completeness of ticket documentation, photos, and closeout records.
- Timely back-charge documentation and proper Variance PO handling.
Essential Functions
- Report to assigned communities and homes daily to adhere to the warranty schedule.
- Ability to access, input, and retrieve information from a computer and/or mobile device.
- Ability to have face-to-face conversations with homeowners, co-workers, trade partners, and managers as needed.
- Ability to perform hands-on repair tasks and inspect homes, including reaching, kneeling, and working at height on ladders.
- Comply with all company policies and procedures.
Physical Demands
- Ability to move about job sites and finished homes, including climbing ladders and stairs and working in tight spaces.
- Ability to frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
- Ability to use hand and power tools to perform minor repairs and punch-out work.
- Daily travel between communities and homeowner homes.
Working Conditions
- Field-based role performed in occupied and unoccupied homes and on active job sites, with exposure to varying indoor and outdoor conditions.
- Standard business hours, with emergency response availability required for HVAC, plumbing, and electrical warranty calls.
The Brittenum Group is proud to be an Equal Opportunity Employer. We do not discriminate in hiring or employment on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, marital status, veteran status, genetic information, or any other status protected by applicable law. We are committed to fostering a workplace where everyone feels valued, respected, and empowered.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Work Location: In person
