Warranty Field Lead

Reporting To: Director, External Operations

About the Role

At Hopewell, we believe the homeowner's experience doesn't end at possession. As a Warranty Field Lead, you'll play a hands-on role in ensuring warranty concerns are assessed, coordinated, and resolved efficiently in the field. You'll work closely with homeowners, trades and internal teams to inspect concerns, determine next steps and ensure work is completed to Hopewell's standards.

You'll be a key connection between the Warranty team and the field, helping identify recurring issues, support trade accountability, and ensure homeowners receive a positive and professional warranty experience.

This is a hands-on lead role that combines customer care, problem-solving and team collaboration. You'll support the day-to-day operations of the Warranty field team, help resolve homeowner concerns, identify recurring issues and work with internal teams and trade partners to drive continuous improvement. You'll lead by example, balancing empathy and professionalism while helping deliver an exceptional homeowner experience.

What You'll Do

• Lead the day-to-day operations of the Warranty field team, including providing direct leadership, coaching and support to the Warranty technicians.
• Manage complex homeowner concerns, escalations and service recovery situations, using sound judgment to resolve issues while knowing when to involve the Director, External Operations.
• Manage homeowner concerns and warranty escalations.
• Monitor warranty performance and open service items, partnering closely with homeowners, trades and internal teams to ensure commitments are completed accurately, efficiently and within established timelines.
• With your manager, identify and address recurring issues, trends and opportunities for improvement.
• Work with homeowners, trades and internal teams to resolve warranty concerns in accordance with Hopewell best practices, construction performance guidelines and warranty obligations.
• Help improve processes, documentation and service standards.
• Coach and support team members while helping prioritize workloads and delegate responsibilities.
• Conduct field inspections and assess homeowner warranty concerns to determine appropriate next steps.
• Coordinate warranty repairs with trades and internal teams, ensuring work is completed accurately, safely and within established timelines.
• Communicate directly with homeowners regarding inspections, repair plans, timelines, and completion.
• Lead by example by balancing empathy, professionalism and accountability in every homeowner and internal interaction.
• Build strong relationships with trade partners and hold them accountable for quality, timeliness, and completion of warranty work.
• Document inspections, findings, repair decisions and completed work accurately and consistently.

What Success Looks Like

Success in this role means warranty concerns are assessed quickly, repairs are coordinated effectively, and work is completed to a high standard. The Warranty Technician team is supported, trained, and aligned to process.

• Homeowners receive clear, timely, and professional communication.
• Warranty items are completed accurately and within established timelines.
• Trade partners are held accountable for quality and follow-through.
• Field issues and recurring trends are identified and communicated proactively.
• Warranty documentation and reporting are accurate and up to date.
• The Field Warranty Lead is a trusted link between homeowners, trades, Construction and the Warranty team.

About You

You're calm, approachable and genuinely enjoy helping people solve problems. You have a knack for seeing patterns, getting to the root cause of issues and finding practical solutions that work for everyone involved.

You're highly organized, proactive and detail-oriented, but you also know when to step back, delegate and empower others. You lead with confidence, build strong relationships and aren't afraid to have difficult conversations when needed.

You Also Bring

• 5+ years of experience in residential construction in customer care and/or warranty.
• Strong knowledge of Alberta New Home Warranty requirements and construction performance guidelines.
• Previous experience leading, coaching or mentoring others.
• Excellent communication and relationship-building skills.
• A commitment to delivering a positive homeowner experience.
• Strong knowledge of residential construction practices and building processes.
• Strong ability to assess construction deficiencies and determine appropriate next steps.
• Excellent communication and relationship-building skills.
• Strong organization, time management, and follow-up skills.
• A valid driver's license and ability to travel between communities and homesites.
• Proficient with Microsoft Office applications (Excel, Word, Outlook, etc.).
• Detailed oriented.
• Team building skills.

Physical Demand Requirements

• VISION - Near and far vision. Some work activities involve the monitoring of processes, objects or situations in the work environment that are far from the worker. Other work activities are performed near the worker.
• HEARING - Verbal interaction. Work activities involve communication with colleagues on a regular basis.
• BODY POSITION - Work activities involve combinations and varying degrees of sitting, standing, walking, bending, stooping, kneeling, and crouching.
• LIMB COORDINATION - Multiple limb Work activities are carried out by coordinating the movements of upper limbs simultaneously with lower limbs.
• STRENGTH – Work activities involve handling load of 10lb but less than 50lb.
• ENVIRONMENT – Primarily outdoors, in all weather
• HEIGHT – Ability to work at high levels on ladders, scaffolding and climb

Working Conditions

This is a field position and will require travel between designated job sites. Work may require occasional weekends and/or evenings.