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Buffington Homes

Residential Service & Warranty Manager

Location: Johns Island, SC (serving Kiawah Island and surrounding areas)

Keep Luxury Homes Performing at Their Best

Buffington Homes is a family-owned luxury custom homebuilder serving Kiawah Island and the Charleston area. For nearly 30 years, the company has built a reputation for exceptional craftsmanship, strong homeowner relationships, and a clear mission: \"We Build It As If It Were Our Own.\" Their work does not stop at completion. Buffington Homes is equally committed to after-care, long-term maintenance, and delivering a first-class homeowner experience well beyond move-in.

Buffington Homes is hiring a Residential Service & Warranty Manager to lead the company's post-construction homeowner experience. This person will serve as the main point of contact for service calls, maintenance program coordination, warranty matters, and select small renovation projects. The role is highly visible and requires someone who understands residential construction, communicates with confidence, and can build trust with discerning luxury homeowners. This is not an entry-level role. It is best suited for someone who can diagnose issues, coordinate subcontractors, manage expectations, and bring calm, honest leadership to service-related situations.

Key Responsibilities

Serve as the primary contact for homeowner service requests, maintenance needs, and warranty-related matters
Manage Buffington Homes' preventative maintenance program for homes in the portfolio
Conduct home inspections and identify service needs before they become larger issues
Coordinate and supervise subcontractors for repairs, maintenance work, and small renovation projects
Communicate clearly with homeowners regarding scope, scheduling, costs, and follow-up
Review warranty claims and determine validity, scope, and next steps
Maintain detailed records of inspections, claims, repairs, and homeowner communication
Review subcontractor invoices and work with the bookkeeper to track billable work and timely invoicing
Assist leadership in refining the maintenance program, service systems, and long-term growth of the division
Be available for occasional after-hours or weekend calls when urgent homeowner needs arise

Qualifications

5+ years of hands-on construction experience, preferably in custom residential construction
Strong knowledge of residential building systems, including HVAC, plumbing, electrical, roofing, windows and doors, flooring, and finish carpentry
Ability to assess problems, coordinate solutions, and manage multiple priorities at once
Excellent verbal and written communication skills
Strong organizational skills with a high attention to detail and documentation
Experience reading construction plans and specifications
Proficiency with Microsoft Office; experience with Buildertrend, Procore, or similar software is a plus
Valid South Carolina driver's license and clean driving record
Must be able to pass a background check, consistent with applicable laws
High personal integrity, honesty, dependability, and professionalism
Luxury residential, concierge service, property management, or Kiawah-area experience is strongly preferred

Pay & Benefits

Full-Time. W-2 employment
Pay: $40 - $55 per hour, commensurate with experience and qualifications
Overtime pay
Performance-based compensation opportunity
401(k) contribution
Health, vision, dental, life, and supplemental insurance
Company vehicle or vehicle allowance
Paid time off and holidays
Cell phone allowance or company-provided phone

Why Buffington Homes

Buffington Homes offers the chance to join a small, quality-driven team that cares deeply about craftsmanship, integrity, and the homeowner experience. You will work with some of the finest custom homes in the Low country and play a meaningful role in protecting those homes long after construction is complete. This is a strong opportunity for someone who wants to build a long-term future with a respected luxury builder and help shape the continued growth of its service and maintenance division.

Buffington Homes is an equal opportunity employer and does not discriminate based on any protected characteristic under applicable law.

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Residential Service & Warranty Manager — Buffington Homes

\n\n

Position overview

The Residential Service & Warranty Manager is a front-line supervisor responsible for the day-to-day supervision, coordination and operational delivery of the clerical and administrative support team that manages warranty intake, scheduling, documentation, recordkeeping and basic customer communications. The role assigns and prioritizes workloads, monitors and develops staff performance, enforces quality-control and process compliance, and serves as the primary accountability point for the support team's operational outputs.

This role does not primarily perform individual clerical tasks; instead it carries direct personnel management and operational accountability. It focuses on operational coordination and execution rather than strategic planning or enterprise policy setting, and it interfaces across construction, field service, and customer-facing functions to ensure consistent administrative delivery.

\n\n

Objectives and Key Results (OKRs)

Objective: Ensure timely intake and scheduling of warranty requests. Key Results: 100% of new warranty requests triaged within 1 business day; 95% of field appointments scheduled within 3 business days of triage; backlog of unassigned requests maintained below 5% of weekly volume.
Objective: Maintain high-quality, auditable warranty records and documentation. Key Results: ≥98% completeness and accuracy on weekly record audits; zero critical documentation failures in quarterly compliance reviews.
Objective: Optimize team capacity and consistent service levels. Key Results: Weekly schedules and workloads set 100% of reporting weeks in advance; cross-training completed for 100% of core tasks within 6 months for all team members; overtime hours reduced by 20% year-over-year.
Objective: Improve customer resolution outcomes and reduce escalations. Key Results: Homeowner satisfaction score (post-visit) ≥90%; first-time-fix or first-visit information completeness rate ≥80%; escalations to management reduced by 30% within 12 months.
Objective: Drive continuous improvement and compliance. Key Results: Implement at least three documented process improvements or standard operating procedure updates annually; internal process compliance audit pass rate 100%.

\n\n

Key Performance Indicators (KPIs)

Average time to initial triage (hours/business days); target ≤1 business day.
Average time from triage to scheduled field appointment; target ≤3 business days.
Backlog volume and backlog age (number of unassigned requests and average days outstanding); target: backlog ≤5% of weekly intake and average age ≤3 days.
Records accuracy and completeness rate (audit error rate); target ≥98% completeness, ≤2% errors.
First-time-fix rate or accuracy of visit scope (where applicable); target ≥80%.
Homeowner satisfaction (post-service survey score); target ≥90%.
Number and rate of escalations to management per month; target: decrease vs. baseline by 30%.
Staff productivity metrics (tickets processed per FTE per week) and schedule adherence (% of planned hours worked); targets set quarterly.
Rework rate (repeat requests for same defect); target: continuous reduction with target decrease defined annually.
Training completion and cross-skill coverage (% of staff trained on core functions); target 100% within 6 months.

\n\n

Problems solved for internal and external customers

Internal: Eliminates administrative bottlenecks that delay field crews and construction teams by ensuring warranty requests are triaged, documented and scheduled accurately and on time, enabling predictable resource planning and reducing idle time.
Internal: Provides consistent, auditable records and process adherence to support compliance, accounting, subcontractor billing and warranty liability tracking.
Internal: Reduces supervisory load on higher-level managers by resolving staff-level issues, enforcing standards, and maintaining service-level performance visibility through reliable metrics and reporting.
External (homeowners): Delivers timely, clear communication and reliable scheduling, reducing homeowner uncertainty and improving perceived responsiveness and overall satisfaction.
External: Minimizes repeat trips and rework by ensuring administrative completeness (accurate defect description, correct address, photos, prior history), improving first-visit effectiveness and decreasing homeowner inconvenience.

\n\n

Key skills, abilities and knowledge required

People leadership and supervision: direct experience assigning work, providing feedback, conducting performance reviews and coaching administrative staff.
Operational coordination and scheduling: workforce planning, shift/schedule creation, capacity balancing and backlog management.
Data and records management: proficiency with warranty/service management systems, CRM or ticketing platforms; strong attention to data quality and audit readiness.
Metrics-driven decision making: ability to define, track and act on KPIs; comfortable producing regular reports and translating data into operational actions.
Process design and quality control: experience documenting standard operating procedures, running QA checks and leading small process-improvement initiatives.
Customer-service fundamentals: clear customer communication, escalation handling and basic dispute resolution methods relevant to homeowner interactions.
Knowledge of residential construction and warranty concepts: familiarity with common home defects, service workflows and subcontractor coordination (helpful for accurate triage and scheduling).
Technical literacy: competency with Microsoft Office (Excel for reporting), scheduling tools, and ability to learn proprietary warranty systems; comfort with electronic forms and digital recordkeeping.
Interpersonal skills: conflict resolution, time management, prioritization, and collaboration across field, construction and accounting functions.
Continuous learning orientation: willingness to develop process improvement skills (Lean/Six Sigma basics helpful), and to lead or participate in cross-functional improvement projects.
Experience level typically required to perform the role effectively: prior supervisory experience of an administrative or customer-support team (recommended baseline: 2–4 years), and demonstrated history of meeting service-level commitments in an operations environment.

\n\n

Reporting, authority and success criteria

The position reports to the Residential Service Director (or equivalent functional leader) and has direct supervisory responsibility for the warranty administrative support staff. Authority includes assigning and prioritizing team workloads, approving routine schedule changes and time-off within policy, enforcing workflow standards, initiating corrective coaching, and escalating unresolved operational issues. Success in the role is evaluated against the OKRs and KPIs listed above, demonstrated reliability of administrative delivery, low error and rework rates, balanced workload metrics, and effective coordination with field and construction partners. Ongoing development expectations include strengthening process-improvement capability, building cross-functional relationships, and maintaining measurable improvements in team performance indicators.

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Residential Service & Warranty Manager

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