Field Warranty & Service Manager II

PulteGroup; Louisville (KY); On-site; USD 65,000 - 95,000; Full time

Job summary

PulteGroup is seeking a Customer Care Manager II to manage field service requests, triage warranty concerns, and oversee repairs through completion. The role requires onsite attendance five days per week at assigned Louisville communities and involves coordinating with vendors, customers, and internal teams to ensure high-quality outcomes.

The position emphasizes building strong customer relationships, risk management, and training support, with a focus on delivering exceptional service and

Qualifications

• Exceptional customer service orientation and ability to interact with various personality types.
• Excellent communication and listening skills; professional demeanor in customer interactions.
• Analytical ability for root-cause analysis and warranty issue resolution.
• Ability to manage warranty and customer service processes efficiently.
• Basic construction knowledge to assess field issues and repairs.
• Proficiency with computer systems and field reporting tools.
• Skills in conflict resolution to address customer concerns effectively.
• Knowledge of cost management principles and practices.

Responsibilities

• Conduct in-person homeowner assessments as needed.
• Schedule, organize, and execute service work through vendors with the CCM Coordinator.
• Manage trades to completion of service requests to customer satisfaction.
• Perform minor service-related tasks as requested.
• Establish and maintain positive customer relationships.
• Verify build quality before home delivery.
• Determine trade accountability for back charges and FPOs.
• Authorize payments for work within approval limits.
• Follow legal protocol and required workflows.
• Address vendor performance issues and customer satisfaction metrics.
• Dress code and professional appearance required for field team.

Skills

Customer service

Communication

Analytical skills

Warranty processes

Construction basics

Computer literacy

Conflict resolution

Cost management

Education

University degree or equivalent experience

Job description

PulteGroup is seeking a Customer Care Manager II to manage field service requests, triage warranty concerns, and oversee repairs through completion. The role requires onsite attendance five days per week at assigned Louisville communities and involves coordinating with vendors, customers, and internal teams to ensure high-quality outcomes.

The position emphasizes building strong customer relationships, risk management, and training support, with a focus on delivering exceptional service and