Warranty Manager

Company: Minto Communities LLC
Location: Loxahatchee
Posted on: April 30, 2024

Job Description:

Purpose: The Superintendent, MasterCare is responsible for completing all assigned warranty and customer service issues according to quality standards, while adhering to budgets. The result provides the level of service required to achieve the established customer satisfaction goals. Key Responsibilities and Accountabilities: Scheduling A. Work with MasterCare Coordinators to schedule appointments with homeowner to review requests. B. At time of onsite review, determine warrantable and homeowner maintenance items. Inform customer of determination. C. Work with MasterCare Coordinators to review the warrantable items to determine the time frames to have the work completed. Inform the homeowner of the time frames. D. Work with MasterCare Coordinators to schedule all items to be completed with subcontractors within the Division warranty cycle time. E. MasterCare Coordinators will communicate with the homeowner when their service work will be scheduled and completed. F. Be at the homeowner's home with each scheduled contractor as often as work load will allow. E. Work with MasterCare Coordinators to verify with the homeowner that the work has been completed to their satisfaction after you have reviewed yourself. F. Obtain necessary paperwork and signature of homeowner after completion. I. Work with MasterCare Coordinators to produce an accurate weekly schedule detailing appointments and work to be performed that week. J. Work with MasterCare Coordinators to achieve Division warranty cycle time for completed service. K. Specializes and actively participates in the troubleshooting of common and uncommon issues encountered in post close, in warranty, and out of warranty issues. Provides technical assistance and feedback to other Minto staff members regarding problems encountered, and the proactive correction of methods used during initial construction. Contractor Management A. Work with MasterCare Coordinators to ensure all contractors have a written work order and understand the work to be performed prior to arriving at the homeowner's home. B. Work with MasterCare Coordinators to confirm all scheduled appointments at least one day prior to the homeowner appointment. Customer Relations A. Be courteous and present a professional appearance when interacting with the homeowner. Manages phone calls in a professional manner in relation to home repair, vendor interaction, and customer issues and interaction. B. Ensure expectations are being established at each contact with the homeowner by.referring to the Homeowner Manual and/or the Warranty guidelines. C. Work with MasterCare Coordinators to confirm appointment with homeowner one day prior to scheduled workday. D. Respond to customer contact within established time frames and document all communication in the homeowner file. E. Communicate customer satisfaction measurement process to the homeowner. F. Achieve the division specified customer sat satisfaction goals as measured by the Eliant Survey Process. G. Provides demonstrations for the operation and maintenance of the home's systems during post close visits. H. Familiar with, and capable of conducting homeowner orientations at all stages of pre and post-closing. I. Available 'on call' for possible emergency service calls after normal working hours and weekends as requested by management. Cost Control A. Authorize payment only after verification of quality, 100% complete, and homeowner satisfaction. B. Resolve any questions or problems regarding Invoices and payments with the appropriate parties. C. Ensure all contractors perform warranty work either at no charge or at an agreed upon price prior to commencing work. Material Management A. Ensure material deliveries are accurate regarding quantity and quality. Handle any discrepancies at time of delivery or within 48 hours. B. Ensure the proper storage of materials to prevent damage and theft. C. Ensure material is delivered prior to commencement of work. Construction Knowledge and Skills A Have basic knowledge of national and local codes. B. Have basic technical knowledge. C. Have current knowledge of company and division policies and procedures. D. Exhibit effective human relation skill; shows empathy; communicates effectively; resolves conflict quickly; and provides appropriate leadership. E. Have basic knowledge of 2-10 Homebuyers Warranty or equivalent homebuilders warranty program. F. Understands the issues and procedures of water Intrusion, mold, and mold remediation. General Duties and Responsibilities A. Completes all established paperwork, reports, and files in accordance with the division format and time frames. B. Demonstrates effective time management by utilizing a time management system. C. Responsible for office appearance and organization. . D. Maintains the established homeowner files and is responsible for the archiving of these files after neighborhoods close. E. Documents all contact with homeowners and establishes a record of such Documentation In each homeowner file. F. Maintains proper hours necessary to complete assigned work. G. Participates in Construction Department meetings and provides ideas, solutions, and input to help eliminate problems. H. Other duties as assigned by Minto. I. Provides demonstrations for the operation and maintenance of the home's systems during post close visits. J. Familiar with, and capable of conducting homeowner orientations at all stages of pre and post- closing K. Available 'on call' for possible emergency service calls after normal working hours and weekends as requested by management. L. Participates and successfully completes any Minto Construction and Customer training Programs. Technical competencies: Education: High School Diploma or GED is required. Experience: Two years of relevant work experience in residential or commercial construction preferred or two years Customer Service experience outside homebuilding. Skills, Knowledge and Abilities: Microsoft Office (Word and Excel), Outlook Knowledge of Florida Building Codes, construction methods and techniques and service protocols and techniques is desirable Communication skills (listening, verbal and written) Problem Solving Organizational Skills Attention to detail Team player Customer Service focused Must possess a valid Florida driver's license and reliable vehicle. Employment Type: Full Time Years Experience: 1 - 3 years Bonus/Commission: No

Keywords: Minto Communities LLC, Kendale Lakes , Warranty Manager, Executive , Loxahatchee, Florida