Residential Warranty Lead - Quality, Care & Repairs

Aro Homes; Mountain View (CA); Sur place; USD 90 000 - 120 000; Plein temps

Résumé du poste

Aro Homes in Mountain View, CA seeks a Warranty Lead to manage homeowner warranty experiences from intake to closeout. You will diagnose issues on-site, coordinate repairs, and ensure timely, high-quality workmanship. This role blends hands-on trades, customer care, and process ownership.

You will track root causes, partner with Design/Engineering teams, and maintain warranty records while staying within Lean Construction goals. Travel across the South Bay is required.

Qualifications

• 3+ years in residential construction, with at least 1 year in warranty, customer service, or punch-list roles for a homebuilder.
• Broad hands-on knowledge of residential building systems and finishes, and proficiency with power and hand tools.
• Calm, professional, and empathetic with homeowners, including when they are frustrated.
• Able to juggle many open claims, prioritize by urgency, and keep commitments.
• Comfortable with warranty or field-service software, spreadsheets, photo documentation, and mobile tools.
• Clear written and verbal communication with homeowners, trades, and internal teams.
• Able to perform physically demanding tasks in various conditions.
• Trade certification in carpentry, plumbing, or electrical work is a plus.
• Reliable transportation and the ability to travel between multiple residential construction sites throughout the South Bay during the workday.

Responsabilités

• Manage the full lifecycle of warranty claims, from intake to closeout and coverage determination.
• Serve as primary point of contact for homeowners after closing and set expectations.
• Lead orientations at move-in and warranty walkthroughs with photos and notes.
• Investigate issues on site and perform carpentry, drywall, painting, finishing work, and basic plumbing/electrical repairs.
• Schedule and manage subcontractors and manufacturers for out-of-scope repairs; verify workmanship.
• Maintain records in the warranty system and report on metrics like volume and response time.
• Identify defects and work with Design/Engineering to implement corrective actions.
• Track warranty costs and look for ways to reduce cost per home.
• Maintain a stocked warranty vehicle and replacement parts to resolve most issues on one visit.
• Follow safety guidelines and work in occupied homes with respect.

Connaissances

Warranty management

Customer service

Hands-on repairs

Communication

Time management

Site travel

Formation

Trade certification in carpentry/plumbing/electrical

Description du poste

Aro Homes in Mountain View, CA seeks a Warranty Lead to manage homeowner warranty experiences from intake to closeout. You will diagnose issues on-site, coordinate repairs, and ensure timely, high-quality workmanship. This role blends hands-on trades, customer care, and process ownership.

You will track root causes, partner with Design/Engineering teams, and maintain warranty records while staying within Lean Construction goals. Travel across the South Bay is required.