Warranty & Service Manager (Residential Construction)
Southern Home Creations
Location: Suwanee, GA
Job Type: Full-Time
About Southern Home Creations
Southern Home Creations is a premier installer of garage doors and fireplaces serving homeowners and many of the Southeast's leading home builders. Our reputation has been built on quality craftsmanship, exceptional customer service, and strong relationships with our builder partners. We are seeking an experienced Warranty & Service Manager to oversee all residential warranty and service operations while ensuring an outstanding customer experience.
Position Summary
The Warranty & Service Manager is responsible for managing all warranty and service requests from homeowners, builders, and internal team members. This role serves as the primary point of contact from the initial request through scheduling technicians, ordering parts, coordinating with manufacturers, communicating with customers, and ensuring every issue is resolved efficiently and professionally.
Primary Responsibilities
· Serve as the primary contact for all warranty and service requests.
· Answer incoming phone calls, emails, and online service requests from homeowners and builders.
· Create and manage service tickets in ServiceTitan.
· Coordinate daily schedules for service technicians.
· Prioritize emergency and time-sensitive service calls.
· Communicate appointment times and updates with homeowners and builders.
· Order warranty replacement parts and track deliveries.
· Coordinate manufacturer warranty claims and approvals.
· Maintain detailed service records and monitor open tickets.
· Work closely with installation teams to resolve issues.
· Follow up with customers after service completion.
· Identify recurring issues and recommend process improvements.
Qualifications
· Minimum 2 years of experience in warranty, service coordination, project coordination, or residential construction.
· Experience in garage doors, fireplaces, HVAC, plumbing, electrical, windows, roofing, or residential construction preferred.
· Excellent customer service and communication skills.
· Strong organizational and multitasking abilities.
· Experience with ServiceTitan, HubSpot, Buildertrend, or similar software is a plus.
· Proficient in Microsoft Office.
· Professional demeanor with strong attention to detail.
What Success Looks Like
· Service requests are scheduled quickly and accurately.
· Homeowners and builders receive timely communication.
· Technicians have efficient daily schedules.
· Warranty claims are processed promptly.
· High customer satisfaction and strong builder relationships.
Compensation & Benefits
· Competitive salary based on experience
· Performance bonus opportunities
· Paid holidays
· Paid vacation/PTO
· Health benefits (if applicable)
· Opportunities for advancement
Why Join Southern Home Creations?
At Southern Home Creations, our commitment to customers extends well beyond installation day. If you're organized, proactive, and passionate about delivering outstanding customer service, we'd love to hear from you.
Job Type: Full-time
Pay: $40,000.00 - $45,000.00 per year
Benefits:
- Flexible schedule
- Health insurance
- Paid time off
Work Location: In person
