ICON is seeking a Owner Care Program Manager responsible for promoting excellent home owner experiences by leading Quality Assurance (pre-close) as well as managing and resolving all project warranty claims swiftly and effectively. This role requires excellent cross-functional collaboration to execute appropriate service requirements, ensuring rapid resolution of warranty items, and providing exceptional post-construction customer experience. This role is crucial for maintaining the high quality standards of ICON projects and involves direct interaction with homeowners & non-residential clients, coordination with trade partners, hands-on solutions when needed, and collaboration with both external and internal project stakeholders to address and resolve warranty claims efficiently.
RESPONSIBILITIES:Program Development & Training:- Train team members on best practices for warranty service and customer interaction.
- Develop and implement policies and procedures
- Develop SOPs, performance metrics, and standards that will serve as the basis for ICON's Customer Care Program (formerly known as Warranty Operations)
Warranty Claims Management:- Oversee the processing and resolution of all warranty claims from homeowners.
- Assess claims to determine validity and scope of warranty coverage.
- Coordinate with technical experts to diagnose issues and plan appropriate responses.
Trade Partner Coordination:- Manage relationships with subcontractors and service providers to ensure timely and quality repairs.
- Schedule and oversee subcontractor activities related to warranty service, ensuring compliance with ICON Warranty Program and Construction Standards.
Hands-On Solutions:- Willing to conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines.
- Utilize a broad skill set in construction practices to effectively address and resolve warranty issues directly.
Customer Service:- Serve as the primary point of contact for homeowners reporting warranty claims.
- Communicate effectively with homeowners regarding the status of their warranty claims, expected timelines, and outcomes.
- Follow up within a designated window to provide updates or expectations.
- Ensure a high level of homeowner satisfaction through prompt and effective service resolution.
Quality Assurance (QA):- Regularly inspect repair work to uphold quality standards, including those performed personally or by our trade partners.
- Conduct Quality Assurance inspections on projects prior to completion to ensure an optimally seamless closing process.
- Collaborate with the construction team to identify and rectify any recurring issues during the warranty period.
- Provide feedback to construction teams to help inform future projects.
- Anticipate, schedule and execute 1-year walk through's with homeowners in advance of their 1 year warranty expiration to proactively diagnose issues prior to warranty expiration.
Reporting and Documentation:- Maintain accurate records of all warranty claims and resolutions.
- Run frequent analysis of warranty claims and diagnose trends on an ongoing basis
- Prepare and submit regular reports on warranty service performance and trends.
- Ensure all warranty service activities are documented in compliance with legal and regulatory requirements.
MINIMUM QUALIFICATIONS:- 5+ years of construction industry experience as a a construction superintendent, warranty manager, or in a similar role.
- Strong understanding of construction processes, materials, and customer service principles.
- Excellent communication and interpersonal skills.
- Problem-solving skills and the ability to make decisions under pressure.
- High degree of professionalism and a commitment to customer satisfaction.
- Familiarity with construction management software and CRM systems.
- Efficient time management and ability to manage multiple projects and/or claims at any given time.
PREFERRED SKILLS AND EXPERIENCE:- Ability and knowledge to conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines.
- Hands-on skills in construction and repairs.
