Warranty Manager- New Home Construction

Minto•Panama City Beach, FL

5d•Onsite

About The Position

The Warranty Manager oversees warranty service for newly constructed homes under Minto’s MasterCare Program, which defines the company’s customer experience after home completion and its standards for finished-home quality. The role ensures warranty claims are handled promptly, efficiently, within budget, and in accordance with company standards and applicable regulations. It is the primary point of contact for homeowners after construction, addressing concerns, coordinating repairs, and supporting customer satisfaction. The position coordinates warranty requests with homeowners, trade partners, suppliers, and construction teams; conducts inspections; documents claims and resolutions; schedules and verifies repairs; manages related materials, work orders, and invoices; and follows up with homeowners. The Warranty Manager also supports quality improvement by identifying recurring issues and sharing technical feedback, maintains knowledge of codes and warranty requirements, and manages MasterCare activities within established budgets. The role is on-site at a Minto community and may require availability for emergency calls after normal working hours and on weekends when requested by management.

Requirements

High school diploma required.
A four-year university or college degree, preferably in a construction-related field, and/or at least one year of construction-industry experience.
10-hour OSHA Safety Training Course for construction certification required.
Communication and interpersonal skills, including proficient listening, verbal, and written communication.
Proficiency with Microsoft Office 365 Word, Excel, Teams, and Outlook.
Knowledge of and experience with high-volume residential construction building processes and building codes.
Knowledge of OSHA and EPA residential building requirements.
Ability to read and understand construction documents, details, and specifications.
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 skills, adaptability, and initiative.
Results-driven approach, accountability, strategic planning and organization, problem-solving, and team-building.
Ability to stand and walk around communities for prolonged periods.
Ability to communicate frequently by telephone and use computer technologies, including email and video conferencing.
Manual dexterity and fine motor skills, including ability to operate a computer, read a computer screen, and type on a keyboard.
Ability to lift 25 pounds.
Availability for on-call emergency service calls after normal working hours and on weekends when requested by management.

Nice To Haves

Four-year university or college degree in a construction-related field.
Experience with the 2-10 Homebuyers Warranty or an equivalent homebuilders warranty program.

Responsibilities

Respond promptly to warranty service requests and coordinate and schedule work with homeowners, trade partners, and suppliers.
Document customer communications, warranty claims, inspections, and resolutions in Minto’s warranty management system.
Conduct on-site inspections to assess and verify claims and ensure work meets Minto quality standards.
Determine which items are warrantable and which are homeowner maintenance responsibilities, and inform customers.
Communicate request status, timelines, and expectations to homeowners, including providing weekly updates for open requests.
Provide trade partners with written work orders and ensure they understand the work before arriving at a home.
Attend scheduled contractor visits at homeowners’ homes as workload allows.
Obtain required paperwork and homeowner signatures after work is completed.
Confirm appointments with trade partners and customers at least one day before the scheduled date.
Ensure repairs are completed promptly according to Minto expectations and follow up to confirm homeowner satisfaction.
Verify material deliveries for quantity and quality, address discrepancies at delivery or within 48 hours, ensure proper storage, and confirm materials arrive before work begins.
Ensure contractors perform warranty work at no charge or at a price agreed upon before work starts.
Authorize payment only after verifying quality, 100% completion, and homeowner satisfaction; resolve invoice and payment questions with relevant parties.
Collaborate with construction teams, suppliers, and trade partners to troubleshoot, resolve, and prevent recurring issues.
Troubleshoot common and uncommon post-close, in-warranty, and out-of-warranty issues; provide technical assistance and feedback to Minto staff on problems and proactive construction corrections.
Set homeowner expectations at each contact by referring to the homeowner manual and warranty guidelines.
Explain the customer satisfaction measurement process to every customer.
Demonstrate the operation and maintenance of home systems during post-close visits.
Maintain current knowledge of building codes, warranty standards, and company policies.
Identify patterns and trends in warranty requests to support quality improvement initiatives.
Provide excellent customer service and represent the company professionally.
Be available for emergency service calls after normal working hours and on weekends when requested by management.
Conduct homeowner orientations at pre- and post-closing stages.
Complete required paperwork, reports, and files according to Minto formats and timelines; maintain homeowner files and archive them after project close.
Coordinate with trade partners to fulfill warranty responsibilities and build and maintain quality relationships with trade partners and Minto personnel.
Understand general conditions, contracts, scopes, and specifications for new community startups, and have basic knowledge of the 2-10 Homebuyers Warranty or an equivalent homebuilders warranty program.
Understand water intrusion, mold, and mold-remediation issues and procedures.
Manage MasterCare activities to deliver quality homes and warranty responsibilities on time and within budget.
Monitor budgets regularly and ensure compliance with appropriate goals.
Maintain current knowledge of company and division policies and procedures.
Perform other duties within the scope, spirit, and purpose of the job as requested by management.