Warranty Manager - Pewaukee

Harbor Homes was started to bring new construction homes to market in the most affordable and efficient way possible. We build beautiful homes, with desirable features, yet effectively built to reduce wasted space and added expense; all in sought-after communities. Whether you're looking for a single-family home, townhome, or condo, Harbor Homes makes it easy and more affordable. Position Overview The Warranty Manager is responsible for overseeing and managing all aspects of the warranty process for Harbor Homes. This role ensures a high level of customer satisfaction by leading the warranty team, maintaining consistent communication with homeowners, and driving timely and effective resolution of warranty items. This position also plays a key role in identifying trends, improving processes, and supporting long-term product quality through proactive field involvement, quality assurance reviews, and collaboration with the Construction and Operations teams. Job Responsibilities Warranty Operations & Customer Experience Oversee and manage the daily operations of the warranty department, including Warranty Technicians and related staff Ensure all warranty claims are addressed in a timely, professional, and efficient manner Serve as the escalation point for complex or sensitive homeowner concerns Maintain and enforce high standards of customer service, communication, and jobsite professionalism Review and approve warranty scopes to ensure accuracy and consistency Process Management & Continuous Improvement Develop, implement, and enforce standardized warranty processes, tracking tools, and reporting systems Monitor warranty cycle times, completion rates, and customer satisfaction metrics Track and analyze warranty data to identify trends, recurring issues, and opportunities for improvement Lead root cause analysis on recurring warranty items and coordinate corrective actions with Construction and Trade Partners Provide consistent feedback to Construction, Purchasing, and Design teams regarding product performance and installation quality Quality Assurance & Field Involvement Conduct regular Quality Assurance (QA) jobsite walks across active and recently completed homes to assess overall construction quality and identify potential warranty risks before homeowner impact Implement and oversee Quality Test Drives (QTDs) on completed homes to verify readiness, identify incomplete or deficient items, and ensure alignment with company quality standards Partner with Construction Managers to address deficiencies identified during QA walks and QTDs prior to homeowner orientation Trade Partner & Team Coordination Coordinate with Trade Partners to ensure timely, high-quality completion of warranty work Hold Trade Partners accountable to warranty response expectations and scope requirements Support training and development of Warranty Technicians, including process adherence, customer communication, and repair quality Manage technician scheduling, routing, and workload to maximize efficiency and responsiveness Core Competencies / Required Skills and Abilities Strong leadership and team management skills Excellent communication and interpersonal skills with a customer-focused approach Advanced problem-solving skills with emphasis on root cause identification and prevention Thorough understanding of residential construction, including both rough and finish stages Strong organizational and time management skills Ability to manage multiple projects and priorities simultaneously High attention to detail and commitment to quality standards Proficiency in Microsoft Office and field management systems (Buildertrend preferred) Ability to work collaboratively across departments and with trade partners Required Experience / Education 5+ years of experience in residential construction, warranty service, property management or related field Prior leadership or supervisory experience preferred High School diploma or equivalent (Associate or Bachelor’s degree preferred) Other Requirements (Travel, Physical Demands, etc.) Travel within the company’s geographic market area will be required Valid driver’s license with insurance coverage required Ability to perform field inspections, including walking jobsites and navigating unfinished homes Background check required prior to issuance of company vehicle (if applicable) #J-18808-Ljbffr