Caldwell Homes Warranty Manager

Caldwell Homes Warranty Manager

The Caldwell Homes Warranty Manager owns the homeowner warranty experience after closing. The role conducts warranty orientations, serves as the primary contact for warranty requests, evaluates concerns, coordinates repairs, and manages every open work order through execution and completion.

The Warranty Manager works closely with homeowners, vendor partners, and internal teams to deliver timely, well-communicated resolutions. This role requires a proactive problem solver who makes sound decisions, upholds Caldwell Homes' quality standards, and identifies recurring issues to help prevent them in future homes.

Primary Responsibilities

• Lead homeowner warranty orientations, explain the warranty process, how to submit requests, applicable coverage, maintenance responsibilities, and what to expect during repairs.
• Serve as the primary point of contact for homeowners on warranty matters after closing. Communicate clearly and regularly from the initial request through resolution.
• Receive, review, and document warranty requests. Gather the details needed to understand each concern, including photos, service history, and observations from the home when appropriate.
• Evaluate requests against applicable warranty coverage and performance standards. Communicate decisions clearly and escalate complex or disputed matters when needed.
• Identify urgent issues, including safety concerns and conditions that may cause additional damage, and coordinate a prompt response.
• Create accurate warranty tickets and work orders with a clear scope of work. Assign the appropriate vendor partner and coordinate scheduling with the homeowner.
• Own each work order through execution: confirm appointments, monitor progress, follow up on delays, address incomplete work, and coordinate additional visits when necessary.
• Verify that completed repairs address the approved scope, document the outcome, communicate completion to the homeowner, and close the ticket.
• Issue and manage warranty purchase orders in accordance with company processes. Review repair costs, vendor invoices, and exceptions for accuracy and appropriate approval.
• Maintain accurate, current records of homeowner communications, claim status, schedules, work orders, costs, and completed repairs.
• Manage the open warranty backlog, prioritize aging items, and report on claim volume, cycle time, repair costs, and recurring issues.
• Hold vendor partners accountable for responsiveness, workmanship, jobsite conduct, and completion of assigned work.
• Share recurring quality, product, and installation concerns with Construction, Purchasing, and Customer Experience leadership to support prevention and continuous improvement.
• Attend community team meetings and collaborate with internal teams on warranty trends, homeowner concerns, and issues requiring coordinated resolution.

Qualifications

• Experience in residential homebuilding, construction, warranty service, or a related field; direct experience managing homeowner repairs is preferred.
• Working knowledge of residential construction practices, building systems, and the sequencing of repair work.
• Ability to assess a reported issue, define a clear scope of work, and manage vendors through a completed repair.
• Strong customer service judgment, including the ability to communicate coverage decisions and resolve concerns with professionalism and empathy.
• Ability to manage multiple open claims, prioritize urgent needs, and follow through consistently on commitments.
• Experience working with vendor partners on scheduling, workmanship, costs, and service issues.
• Strong written communication and documentation skills, with attention to accurate tickets, work orders, and records.
• Commitment to safety, quality, accountability, and continuous improvement.
• Proficiency with work order and customer management systems; BuildPro experience is preferred but not required.
• Bachelor's degree in construction management or a related field is preferred; equivalent relevant experience will also be considered.