Warranty & Customer Care Lead — Field Services

PulteGroup Inc.; Carmel (IN); Hybrid; USD 60,000 - 90,000; Full time

Job summary

PulteGroup, Inc. is seeking a Customer Care Manager II to lead homeowner service requests in the Indianapolis area, triage warranty concerns, and oversee repairs through completion. This on-site role emphasizes customer service and process discipline to protect build quality and customer loyalty.

The CCM II will manage trades, collaborate with vendors, and support risk mitigation and SR reporting to leadership, ensuring timely, effective warranty resolutions.

Qualifications

• Minimum High School Diploma or equivalent.
• Bachelor’s Degree preferred.
• 1–2 years of customer service or warranty experience.
• Valid driver’s license required.

Responsibilities

• Conduct in-person homeowner assessments as needed.
• Triage warranty service requests.
• Schedule, organize, and supervise service work with vendors.
• Manage trades to completion to customers’ satisfaction.
• Perform minor service-related tasks when needed.
• Establish and maintain positive customer relationships.
• Confirm build quality before delivery to the customer.
• Determine trade accountability for back charges and FPOs.
• Authorize payment for work performed up to approval limits.
• Follow applicable legal protocols and workflows.
• Improve customer satisfaction metrics with feedback and surveys.

Skills

Customer service

Warranty experience

Construction knowledge

Communication

Root cause analysis

Conflict resolution

MS Office

Education

High School Diploma

Bachelor's Degree preferred

Tools

MS Office

Job description

PulteGroup, Inc. is seeking a Customer Care Manager II to lead homeowner service requests in the Indianapolis area, triage warranty concerns, and oversee repairs through completion. This on-site role emphasizes customer service and process discipline to protect build quality and customer loyalty.

The CCM II will manage trades, collaborate with vendors, and support risk mitigation and SR reporting to leadership, ensuring timely, effective warranty resolutions.