The Warranty Manager oversees the daily field operations of Turner Homes' Warranty
Department, ensuring warranty claims, punch work, inventory repairs, and rental property
service requests are completed efficiently and to company standards. This role performs
field inspections, coordinates repairs with homeowners, tenants, field technicians, and the
Service Manager, and provides technical expertise to resolve complex service issues. The
Warranty Manager also supervises field staff, approves payroll, conducts quarterly
conversations, manages service vehicles and equipment, orders specialty materials, and
supports customer satisfaction by professionally resolving escalated concerns while
maintaining high standards of quality, safety, and service.
LOCATION
Knoxville, TN
EMPLOYMENT TYPE
Full-time, In-Office & On Job Sites, Exempt Classification
SUPERVISOR
Warranty & Quality Assurance Director
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
- Review, monitor, and update warranty claims in the HubSpot Warranty Portal daily to ensure timely follow-up and resolution.
- Conduct in-person inspections of warranty requests as needed to assess issues and determine appropriate repairs.
- Coordinate warranty repairs with homeowners, the Service Manager, and field technicians to ensure timely scheduling and completion.
- Work with the Build Team and Service Manager to coordinate and complete additional punch list items as requested.
- Inspect inventory homes and review buyer Repair Proposals and Inspection Reports, primarily through on-site inspections. Evaluate requested repairs and communicate
- Turner Homes' approved scope of work to the Service Manager within approximately 2-3 days of submission.
- Coordinate with the Service Manager to assign field technicians to complete approved inventory repair proposal items and orientation list items.
- Coordinate repair scheduling for Woody Creek properties with tenants, the Service Manager, and field technicians when additional support is needed.
- Order specialty materials and replacement items from vendors to support warranty, sales, and rental property repairs.
- Deliver materials to job sites when items cannot reasonably be transported by field technicians, including large or specialty items such as appliances, doors, windows, siding, sod, topsoil, and other required materials.
- Provide hands-on field support by assisting technicians with complex repairs or during periods of high workload or limited staffing.
- Respond to and professionally resolve escalated customer concerns.
- Oversee the maintenance, organization, and operational readiness of service vehicles, trailers, and related equipment.
- Review, approve, and correct bi-weekly employee timecards to ensure accurate payroll processing.
- Attend Level 10 meetings and actively participate in departmental planning, performance discussions, and continuous improvement initiatives.
- Conduct regular performance conversations with direct reports, providing coaching, feedback and accountability to support employee development and department goals.
KNOWLEDGE, SKILLS, AND ABILITIES
- Minimum 10 Years of Residential Construction, Maintenance, or similar field experience.
- Exceptional customer service and conflict resolution skills, including the ability to professionally manage and de-escalate challenging situations.
- Thorough knowledge of residential construction methods, building systems, materials, repair techniques, and applicable building codes.
- Strong leadership skills with the ability to supervise, coach, develop, and hold field technicians accountable for performance and quality.
- Excellent communication and interpersonal skills with the ability to build positive relationships with homeowners, employees, subcontractors, vendors, and business partners.
- Strong organizational, time management, and multitasking skills with the ability to prioritize competing demands and meet deadlines.
- Demonstrated problem-solving and decision-making abilities with sound judgment and attention to detail.
- Ability to inspect homes, identify construction deficiencies, determine appropriate corrective actions, and communicate repair expectations clearly.
- Proficiency with Microsoft 365 applications and construction or warranty management software, including HubSpot or similar systems.
- Ability to read and interpret construction plans, specifications, inspection reports, and manufacturer installation requirements.
- Valid Tennessee driver's license with a satisfactory driving record and the ability to travel daily between job sites, work in varying outdoor conditions, and safely perform the physical demands of the position.
BENEFITS
- Medical, Dental, & Vision Benefit Plans Available
- Paid Time Off
- Paid Company Holidays
- Paid Short-term, Long-Term Disability Insurance
- Paid Life Insurance
- 401K + Company Matching
- Phone Allowance
- Company Vehicle
COMPENSATION
- Full-Time, Exempt FLSA Classification
- Paid bi-weekly
- Annual salary is determined by experience. $65,000-$70,000
Turner Companies is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, and gender expression), national origin, age, disability, genetic information (GINA), veteran status, or any other protected characteristic under applicable federal, state, or local law.
Turner Companies prohibits discrimination and harassment in all aspects of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination. We prohibit retaliation against any individual who reports discrimination or harassment, participates in an investigation, or exercises their rights under applicable law.
Turner Companies provides reasonable accommodation for qualified individuals with disabilities, known limitations related to pregnancy, childbirth, or related medical conditions, and sincerely held religious beliefs unless doing so would cause undue hardship.
Turner Companies participates in E-Verify and complies with I-9 employment eligibility verification requirements
