CUSTOMER CARE: THE SHAPE DIFFERENCE
SHAPE is set apart by the superior experience we offer across all facets of our business. We mind the details, take a proactive approach, and constantly seek opportunities to provide an unmatched level of customer experience. With thousands of homes being handed over in the coming years, the Customer Care team upholds and exceeds this high level of service for our valued Homeowners.
The Customer Care team, which includes Warranty Care, ensures our residential purchasers are taken care of for much of the project cycle, from after-sales through to home handover and beyond. By providing a superior experience, this team increases customer satisfaction, builds brand equity, and impacts our projects’ value over the long term.
ABOUT THE ROLE
The Warranty Technician will be the front-facing representative of the SHAPE brand while also working behind the scenes to deliver every element of our warranty program. They will be responsible for the smooth functioning of warranty service requests. The successful candidate will be eager to challenge the industry standard by upholding SHAPE’s commitment and passion for quality. The Warranty Technician will maintain SHAPE’s brand by providing the highest level of workmanship. To succeed in the role, the Warranty Technician must enjoy a challenge, think creatively, and provide exemplary customer experience. They will report to the Senior Warranty Manager and work closely with SHAPE’s construction, development, and property management teams.
Primary Job Responsibilities
- Review and complete deficiencies identified by the Customer Care Team
- Conduct in-person assessments during the warranty period for warranty requests and determine whether the requests are warrantable
- Provide an exceptional customer experience. Maintain positive Homeowner relations by providing Homeowners with knowledgeable, timely and professional service
- Complete approved warranty service requests, deficiencies, or maintenance requests that do not require skilled trades. The scope is not limited to the below:
○ Drywall repairs ○ Painting ○ Minor scratches to tubs and toilets ○ Interior finishing carpentry ○ Minor flooring repairs ○ Millwork chip repairs ○ Door adjustments ○ Mullion repair – Scratches, dents, paint scuffs ○ Plumbing. Minor repairs, replacements, and adjustments ○ Caulking ○ Fire stopping installation
- Supervise trades performing warranty repairs. Perform quality control inspections and provide comprehensive updates to the Warranty team
- As needed, perform exploratory investigations on warranty requests
- Manage multiple warranty lists/trackers. Maintain a thorough report that accurately tracks task progress and other relevant information
- Perform deficiency and warranty walkthroughs with end-users; Strata Corporation’s representatives; NHW agents and consultants
- Keep an updated inventory of tools
- Champion best practices and lessons learned
- Perform all other duties as assigned
Qualifications
Required Knowledge, Skills, and Abilities
- An eye for detail. Strong QA-QC skills, including sound knowledge of building methodologies and process to help grow SHAPE’s Quality Standards
- Excellent conflict resolution skills. Ability to effectively handle confrontational situations and maintain objectivity in public relations
- A customer experience mindset with a firm but fair approach
- Thorough understanding of and ability to communicate 2-5-10 warranty obligations
- A team player with excellent organizational, interpersonal and communication skills
- Self-motivated, proactive, and adaptable with a strong willingness to learn and be challenged
- Entrepreneurial mindset and disciplined time management, handling multiple priorities and deadlines while working with minimal supervision
- Flexibility in availability – may be required to work extended hours, weeknights, and/or weekends as necessary
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Knowledge of BC’s Building Code an asset
Required Training and Experience
- Minimum 5 years’ experience as a deficiency detailer or warranty technician for residential projects or related field
- 5 or more years’ experience in construction quality control or quality assurance
- Post-secondary education in a relevant field is an asset
- Experience in scheduling and supervising skilled trades
- Experience in performing quality control inspections for residential new home construction
Benefits
- Opportunity to represent some of the most significant real estate projects in Metro Vancouver (The Amazing Brentwood, The City of Lougheed, RC at CF Richmond Centre)
- Continuous growth and opportunity with a significant number of homes coming in the following years (over 18,000 homes currently anticipated)
- Join a best-in class SHAPE team
- Personal and professional development within the company and the industry
- Competitive compensation and benefit package
- A fun, collaborative, and autonomous work environment
Working Conditions
The Warranty Technician will be required to travel to different sites when necessary and may be required to work the occasional weekend when necessary. The successful candidate will be working at the construction site and site office (safety PPE will be provided).