Superintendent Mastercare

Job Title: Superintendent MasterCare

Name: 

Supervisor Title: Quality Control Manager

Name: 

Revised Date:

Department: 

Classification: Exempt

Location: On-site at Minto community

Purpose:

Responsible for overseeing and managing warranty service for newly constructed homes according to Minto’s MasterCare Program, which defines the company’s overall customer experience from home final and beyond, the overall customer experience. and the quality of each finished home. Ensures that all warranty claims are handled promptly, efficiently, within budget and in accordance with company standards and applicable regulations. Serves as the primary point of contact for homeowner post-construction, addressing concerns, coordinating repairs, and maintaining high levels of customer satisfaction.

To perform this job successfully, you must be able to perform each essential duty below satisfactorily, as assigned. The requirements listed below are representative of the knowledge, skill, ability, and characteristics required to thrive in this position. The job duties below are not exhaustive of this position.

Key Responsibilities and Accountabilities:

Warranty Operations

• Responds promptly, coordinates and schedules warranty service requests with homeowners, trade partners, and suppliers.

• Documents all customer’s communications in Minto’s warranty management system.

• Conducts on-site inspections to assess and verify warranty claims, ensuring work meets Minto quality standards.

• Determines warrantable and homeowner maintenance items; and informs customers.

• Communicates clearly and effectively with homeowners regarding the status of their warranty requests, timelines, and expectations.

• Provides weekly updates to all Customers with open requests.

• Ensures all trade partners have a written work order and understand the work to be performed prior to arriving at the homeowner’s home.

• Attends at the homeowner's home with each scheduled contractor as often as workload will allow.

• Obtains necessary paperwork and signature of homeowner after completion.

• Documents all warranty claims, inspections, and resolutions in Minto’s warranty management system.

• Confirms all scheduled appointments, with trade partners and customers, at least one day prior to the set date.

• Ensures timely completion of repairs, per Minto expectations, and follows up to confirm homeowner satisfaction.

• Ensure material deliveries are accurate regarding quantity and quality. Handle any discrepancies at delivery time or within 48 hours.

• Ensure the proper storage of materials to prevent damage and theft.

• Ensure material is delivered prior to commencement of work.

• Ensures all contractors perform warranty work either at no charge or at an agreed upon price prior to commencing work.

• Authorizes payment only after verification of quality, 100% complete, and homeowner satisfaction

• Resolves any questions or problems regarding invoices and payments with the appropriate parties.

• Collaborates with construction teams, suppliers, and trade partners to troubleshoot, resolve, and prevent recurring issues.

• 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.

• Ensure expectations are established at each contact with the homeowner by referring to the homeowner manual and/or the warranty guidelines.

• Communicates customer satisfaction measurement process to every customer.

• Provides demonstrations for the operation and maintenance of the home systems during post close visits.

• Maintains up-to-date knowledge of building codes, warranty standards, and company policies.

• Identifies patterns or trends in warranty requests to assist in quality improvement initiatives.

• Provides excellent customer service and always represent the company in a professional manner.

• Available ‘on call’ for possible emergency service calls after normal working hours and weekends as requested by management.

• Capable of conducting homeowner orientations at all stages of pre- and post-closing.

• Completes all established paperwork, reports, and files in accordance with Minto format and time frames.

• Maintains the established homeowner files and is responsible for the archiving of these files after project close.

• Coordinates with trade partners as needed to deliver warranty responsibilities.

• Builds and maintains quality relationships with trade partners and Minto personnel.

• Must be well versed on general conditions, contracts, scopes, and specifications for new community startups.

• Have basic knowledge of 2-10 Homebuyers Warranty or equivalent homebuilders warranty program.

• Understands the issues and procedures of water Intrusion, mold, and mold remediation.

Coordination and Quality Control

Financial Accountability

• Manages MasterCare activities to deliver quality homes and warranty responsibilities on time and within budget.

• Regularly monitor existing budgets and ensure compliance with appropriate goals. 

• Have current knowledge of company and division policies and procedures.

Management and Leadership

• Excellent organizational, problem-solving, and communication skills.

• Ability to manage multiple tasks and priorities in a fast-paced environment.

• Attention to detail

• Negotiation and conflict resolution

• Adaptability and initiative

• Other duties within the scope, spirit and purpose of the job, as requested by management.

Scope of Position

• Decision Impact: Division

  • Department Responsibility: Single

  • Budgetary Responsibility: Yes

  • Direct Reports: No

  • Indirect Reports: No

  • Able to stand and walk around communities for prolonged periods of time.
  • Able to frequently communicate by telephone and through use of computer technologies, including but not limited to e-mail and video conferencing.
  • Possesses manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard. 
  • Able to lift 25 pounds.

Physical and other Job Requirements: 

• Able to stand and walk around communities for prolonged periods of time.
  • Able to frequently communicate by telephone and through use of computer technologies, including but not limited to e-mail and video conferencing.
  • Possesses manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard. 
  • Able to lift 25 pounds

Technical competencies:

Education / Experience: High school diploma is required; 4 Years University or College Degree (Construction related fields preferred) and/or a minimum of one (1) year of experience in the construction industry. 10-hour OSHA Safety Training Course for construction certification is required.

Skills, Knowledge and Abilities:

• Communication and interpersonal skills. 
• Microsoft Office 365 Word, Excel, Teams and Outlook.
• Knowledge of and experience dealing with high-volume residential construction building processes and building codes.
• Knowledge of OSHA and EPA residential building requirements.
• Results-driven, accountable, strategic planner, organizer, problem solver and team-builder.

• Proficient communication skills (listening, verbal and written).

• Proficient with reading and understanding of construction documents, details and specifications.