Murphy Homes - Warranty Manager
| Role/Position Scorecard (worksheet) | |||||||||
| Role/Position: | Warranty Coordinator - Murphy Homes | ||||||||
| Report to: | Production Manager | ||||||||
| Mission of the Role/Position: | Provide warranty service to our home owners based on RCPG 5th Edition. | ||||||||
| OUTCOMES: Short description of what success looks like | |||||||||
By Month 1 | Learn software and reporting systems Process warranty work orders Begin Conducting Trade Partner meetings (x2) with most common warranty trades Fully read Residential Construction Guide lines and be ready to implement into daily work flow 20 Days average open time on work orders Determine who is responsible for corrective items on punch list and ensure they are completed. Beginning understanding of what a Murphy Homes product should look like. Scheduling "Closing Day" emails for 30 day & 11 month warranty Begin to adhere to projections for warranty budget oer neghborhood | ||||||||
By Month 3 | Be able to determine which warranty code is applicable for requested work. Be able to turn down warranty work based on the agreed upon warranty (with managers help if needed) 15 Day average open time on work orders Able to schedule the following lists to be completed with direct supervision: Murphy Punch, HOOT, Final Acceptance Walk. Responsible for 30 day and 11 month scheduling. Beginning understanding of what "correct" looks like and the ability to communicate this to homeowners and vendors with help from Superintendent/Production Manager. Adhere to projections for warranty budget oer neghborhood | ||||||||
| Bt Month 6 | Be able to turn down non warranty request without escalation to manager Perform 2x Q&C/Month 10 Day average open time on work orders Full understanding of what "correct" looks like and the ability to communicate this to homeowners and vendors. Full understanding and ownership of closing to warranty transition process. | ||||||||
| 1 Year on | <10 Day average open time on work orders 2 x Q&C Per Month Be able to diagnose and solve ongoing warranty issues Opening for Superintendent if desire/skill set Average no more than 10 business days to complete all homeowner submitted lists (7 day, 30 day 11 month.) Advising on warranty budget for the next year | ||||||||
| List a few Accountabilities that the person in this role/position will be responsible for. These accountabilities can be general things like Employee Happiness, Plant Operations or New Product Development. Each of the accountabilities can be broken down to 1 to 3 bullet points if needed. These accountabilities represent the highest level of functional jurisdiction for this role/position and cannot be delegated; they must be fulfilled by the person in this specific role/position. | |||||||||
| Top 5 Functional Accountabilities: | |||||||||
| 1 | Complete work orders when submitted by home owners. | ||||||||
| 2 | Scheduling and completion of 7 day, 30 day and 11 month lists. | ||||||||
| 3 | Ability to lead HOOT and Final Acceptance walks | ||||||||
| 4 | Be involved in training in order to reduce the amount of warranty corrections requested by homeowners. | ||||||||
| 5 | Have clear and empathetic communication with all home owners and venders | ||||||||
| Key Metrics are specific, measurable attributes of this role/position's accountabilities. When adequately maintained, these metrics will lead to measurable outcomes supporting the fulfillment of this role/position's accountabilities. | |||||||||
| Top 5 Functional Key Metrics | |||||||||
| 1 | <10 Days open time on work orders | ||||||||
| 2 | Ensure all 7 Day Warranties are signed & uploaded | ||||||||
| 3 | Ensure all completed WWO's are approved upon completion. | ||||||||
| 4 | Less than 24 hour response time to emailed warranty requests. | ||||||||
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| Competencies are specific things that someone in this role/position should be good at, and strive to continually improve. These traits could include a combination of knowledge, basic requirements (capabilities), skills, abilities, behavior, and attitude. | |||||||||
| Top 5 Skills / Traits / Competencies: | Red/Yellow/Green | ||||||||
| 1 | Organizational ability | ||||||||
| 2 | Communication skills (written, oral, and in person) | ||||||||
| 3 | Technology skills | ||||||||
| 4 | Time Management | ||||||||
| 5 | Emotional Intelligence | ||||||||
| Core Values define the company's culture and personality. Team members that share these core values can be trusted to make good decisions that align with the company vision | |||||||||
| Company's Core Values: | Red/Yellow/Green | ||||||||
| 1 | Help Others | ||||||||
| 2 | Open to Learning | ||||||||
| 3 | Mind the Process | ||||||||
| 4 | Enjoy Yourself | ||||||||
| 5 | Scrappy | ||||||||
| Development Plan (for existing employees) - Key Actions | |||||||||
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