Warranty Manager

About Us

Harbor Homes was started to bring new construction homes to market in the most affordable and efficient way possible. We build beautiful homes, with desirable features, yet effectively built to reduce wasted space and added expense; all in sought-after communities. Whether you're looking for a single-family home, townhome, or condo, Harbor Homes makes it easy and more affordable.
Position Overview
The Warranty Manager is responsible for overseeing and managing all aspects of the warranty process for Harbor Homes. This role ensures a high level of customer satisfaction by leading the warranty team, maintaining consistent communication with homeowners, and driving timely and effective resolution of warranty items.
This position also plays a key role in identifying trends, improving processes, and supporting long-term product quality through proactive field involvement, quality assurance reviews, and collaboration with the Construction and Operations teams.
Job Responsibilities
Warranty Operations & Customer Experience
Oversee and manage the daily operations of the warranty department, including Warranty Technicians and related staff
Ensure all warranty claims are addressed in a timely, professional, and efficient manner
Serve as the escalation point for complex or sensitive homeowner concerns
Maintain and enforce high standards of customer service, communication, and jobsite professionalism
Review and approve warranty scopes to ensure accuracy and consistency
Process Management & Continuous Improvement
Develop, implement, and enforce standardized warranty processes, tracking tools, and reporting systems
Monitor warranty cycle times, completion rates, and customer satisfaction metrics
Track and analyze warranty data to identify trends, recurring issues, and opportunities for improvement
Lead root cause analysis on recurring warranty items and coordinate corrective actions with Construction and Trade Partners
Provide consistent feedback to Construction, Purchasing, and Design teams regarding product performance and installation quality
Quality Assurance & Field Involvement
Conduct regular
Quality Assurance (QA) jobsite walks
across active and recently completed homes to assess overall construction quality and identify potential warranty risks before homeowner impact
Implement and oversee
Quality Test Drives (QTDs)
on completed homes to verify readiness, identify incomplete or deficient items, and ensure alignment with company quality standards
Partner with Construction Managers to address deficiencies identified during QA walks and QTDs prior to homeowner orientation
Trade Partner & Team Coordination
Coordinate with Trade Partners to ensure timely, high-quality completion of warranty work
Hold Trade Partners accountable to warranty response expectations and scope requirements
Support training and development of Warranty Technicians, including process adherence, customer communication, and repair quality
Manage technician scheduling, routing, and workload to maximize efficiency and responsiveness
Core Competencies / Required Skills and Abilities
Strong leadership and team management skills
Excellent communication and interpersonal skills with a customer-focused approach
Advanced problem-solving skills with emphasis on root cause identification and prevention
Thorough understanding of residential construction, including both rough and finish stages
Strong organizational and time management skills
Ability to manage multiple projects and priorities simultaneously
High attention to detail and commitment to quality standards
Proficiency in Microsoft Office and field management systems (Buildertrend preferred)
Ability to work collaboratively across departments and with trade partners
Required Experience / Education
5+ years of experience in residential construction, warranty service, property management or related field
Prior leadership or supervisory experience preferred
High School diploma or equivalent (Associate or Bachelor’s degree preferred)
Other Requirements (Travel, Physical Demands, etc.)
Travel within the company’s geographic market area will be required
Valid driver’s license with insurance coverage required
Ability to perform field inspections, including walking jobsites and navigating unfinished homes
Background check required prior to issuance of company vehicle (if applicable)
We Make it Easy
Founded in 1901, MRA is a nonprofit employer association that serves more
than 4,000 employers, covering more than one million employees.
As one of the largest employer associations in the nation, MRA helps its member organizations thrive by offering the most comprehensive assortment of HR services, information, education, and resources to help build successful workplaces and a powerful workforce.
We partner with these companies working directly with their HR department and leadership to hire their talent. We are a direct line to the company, not an agency recruiter.