Warranty Manager
Company: Minto Communities LLC
Location: Loxahatchee
Posted on: April 30, 2024
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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, Homestead , Warranty Manager, Executive , Loxahatchee, Florida
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