Warranty Technician

The Warranty Technician is a key member of the Construction team, responsible for providing customer care, quality control, and warranty on all Rohit properties.

ESSENTIAL FUNCTIONS

• Scheduling and conducting warranty walk-throughs and inspections with customers at one month and one-year warranty appointments (trade days) to facilitate minor home repair work that falls outside the scope of trades.


• Coordinate and ensure trade repairs are completed according to Rohit standards and specifications.


• Review warranty list with customer while adhering to Alberta New Home Warranty guidelines during walkthrough.


• Schedule any return trips needed by trades during normal business hours at the customer’s convenience. Reschedule appointments if trade fails to show up at times convenient for the customer (can be outside of regular business hours).


• Follow up with trades and homeowners to ensure all work is complete on time.


• Follow up on any outstanding workorders and close/authorize payments as work is completed and accepted by customers. 


• Create work orders when required.


• Record all work completes and create a process for recording any outstanding items.


• Complete minor home repairs and touch-ups as required (minor repair is described as one repair that can be done within a 10-minute time period). Otherwise, trade has to come back if multiple repairs are required.


• Attend Alberta New Home Warranty claims, and appointments related to ANHWP when required.


• Discuss re-occurring warranty issues with management.


• Display professionalism and tact in personal presentation with customers. Rohit apparel is to be worn to all appointments.


• Expediently report high risk problems to management.


• Attend regular training sessions with construction team on chronic problems or costly warranty areas.


• Ensure all appropriate safe work practices, policies, and documentation is being adhered to.


• Be an ambassador of exceptional customer experience.


• Emergency call rotation - answer emergency calls outside of business hours as per the scheduled rotation. Details below.


• Emergency on call includes the following:
  
  
  
  • Answer all inbound, after hours calls or return messages in a timely manner.
  
  
  • Triage concern over the phone and determine if problem is an emergency. If not an emergency (loss of power, loss of heat, uncontrollable water), direct customer to send email to service the next business day with their address in subject line. 
  
  
  • Direct homeowners as to which trade to contact or call trade directly.
  
  
  • If assigned trade to unit is unavailable, contact an alternative and issue the WPO back charging original trade.
  
  
  • Instruct homeowner to follow up with an email to the service department so all items can be properly documented.
  
  
  • Determine products needed to correct deficiencies and complete the repairs and replacements required.
  
  
  • Carpentry work that falls outside of the scope of work of vendors.
  
  
  
  

Performs other related duties as assigned.
Must supply own hand tools.