Job Description

Job Summary:

The Custom Home Warranty Manager will oversee the close-out phase of custom home construction, ensuring warranty standards are upheld and client satisfaction is prioritized. This position involves managing warranty-related items, scheduling and tracking repairs, and performing minor repairs when necessary. A critical component of this role is maintaining strong, proactive relationships with homeowners to ensure a positive experience during their first year of homeownership.

Duties and Responsibilities:

Client Relations

• Conduct pre-closing walkthroughs with homeowners to identify and address any outstanding items.
• Review the warranty book and educate homeowners on operating and maintaining their home, particularly in a coastal environment.
• Proactively communicate with homeowners to answer questions and resolve concerns, even if unrelated to construction.
• Exercise discretion and professionalism in all client interactions, understanding what should and should not be communicated.
• Job Scheduling
• Schedule and conduct warranty walkthroughs at 30 days, 90 days, and 11 months post-completion.
• Evaluate repair requests to determine whether they fall under warranty coverage.
• Coordinate repair schedules with homeowners and subcontractors, balancing timeliness with homeowner availability.

Job Tracking

• Perform pre-walkthrough inspections with the Finish Superintendent to identify potential warranty items.
• Document warranty issues in Buildertrend, including photos and detailed descriptions.
• Maintain up-to-date records in Buildertrend, ensuring clear tracking of repair statuses and anticipated completion dates.

Trade Management

• Issue detailed purchase orders to subcontractors for non-warranty work before initiating repairs.
• Schedule material deliveries and subcontractor work based on current lead times.
• Actively supervise trade partners to ensure quality standards and homeowner expectations are met.
• Identify charge-back items and provide supporting documentation.

Repair Work

• Perform minor repairs, including carpentry, drywall, stucco, texture, and painting, as necessary.
• Ensure all repairs meet quality standards and align with homeowner expectations.
• Team Collaboration
• Communicate effectively with field and office team members to ensure smooth coordination.
• Actively participate in team efforts to maintain high service standards.
• Other Duties
• Perform additional tasks as assigned to support the organization’s goals.

Required Skills and Abilities:

• Strong knowledge of Florida building codes and inspection processes.
• Excellent verbal and written communication skills.
• Outstanding interpersonal and customer service abilities.
• Highly organized with meticulous attention to detail.
• Proven time management skills and ability to meet deadlines.
• Capable of managing multiple tasks and escalating issues when necessary.
• Thrives in a high-paced, occasionally stressful environment.
• Proficiency in email and construction management software (e.g., Buildertrend).

Education and Experience:

• High school diploma or equivalent required.
• Minimum of 5 years of experience in residential construction, with an emphasis on warranty management or customer service preferred.

Physical Requirements:

• Ability to lift and carry up to 80 pounds.
• Comfortable climbing stairs and ladders frequently.

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