About the job
onlyexperts designs, manufactures, and installs high-quality buildings, handling every phase from concept through completion. The Warranty and Customer Care Manager, based in Redwood City, California, plays a key role in shaping the homeowner experience after move-in. This position builds and leads the warranty program, supporting clients from key handover until all warranty periods conclude.
Main responsibilities
- Evaluate and select a warranty case management platform, oversee its implementation, and manage ongoing operations.
- Design and manage the full warranty workflow, including intake, triage, assignment, scheduling, resolution, and closure of cases.
- Establish Service Level Agreements (SLAs) that align with CA SB-800 notice and response requirements.
- Maintain proactive communication with homeowners throughout the warranty process.
- Coordinate repairs with internal teams and approved subcontractors to ensure quality results.
- Manage OEM component warranty claims, preparing and submitting required documentation for customers.
- Monitor warranty trends and prepare detailed reports for company leadership.
- Create customer-facing materials, including warranty summaries and maintenance guides.
Quality assurance and process improvement
- Identify and escalate recurring product defects to the factory quality and engineering teams.
- Lead or participate in root cause analysis for significant or systemic issues.
- Share findings to support improvements in manufacturing and design processes.
- Conduct site inspections to confirm construction quality meets company standards.
