Warranty Superintendent

OVERVIEW

The Warranty Superintendent will be responsible for customer and trade assessments, correspondences and bookings in a timely manner. They ensure that customers have a positive experience with their warranty, resolving any issues they may have in a timely and professional manner.

KEY RESPONSIBILITIES

Pre Occupancy & Possession Walk Throughs with Customers.

· Conduct pre-occupancy walk throughs with customers and provide a deficiency list to the construction team.

· Conduct possession walk throughs and sign offs of deficiencies with customers.

· Educate customers on how to properly care for their new home.

· Review regular maintenance with customers.

Post Possession Inspections

· Conduct one-month and one-year inspections with customers.

· Conduct warranty assessments as needed with customers.

Repairs

· Coordinate and ensure trade repairs are completed according to Rohit standards and specifications.

· Attend one-month and one-year trade days to facilitate home repairs.

· Schedule or reschedule trade appointments as required.

· Complete minor home repairs and touch-ups as required (minor repair is described as one repair that can be done within a 10-minute time period). Otherwise, trade has to come back if multiple repairs are required.

Communication

· Follow up with trades and homeowners to ensure all work is completed on time.

· Follow up on any outstanding workorders and close/authorize payments as work is completed and accepted by customers.

· Complete work orders when required.

· Discuss re-occurring warranty issues with Warranty Manager.

· Expediently report high risk problems to Warranty Manager.

· Answer emergency calls outside of business hours as per the scheduled rotation, including:

o Inbound, after hours calls or return messages in a timely manner.

o Triage concern over the phone and determine if problem is an emergency. If not an emergency (loss of power, loss of heat, uncontrollable water), direct customer to send email to service the next business day with their address in subject line.

o Direct homeowners as to which trade to contact or call trade directly.

o If assigned trade to unit is unavailable, contact an alternative and issue the WPO back charging original trade.

o Instruct homeowner to follow up with an email to the service department so all items can be properly documented.

Miscellaneous

· Attend Alberta New Home Warranty claims and appointments related to ANHWP as requested by the Warranty Manager.

· Display professionalism and tact in personal presentation with customers. Rohit apparel is to be worn to all appointments.

· Ensure all appropriate safe work practices, policies, and documentation is being adhered to.

· Be an ambassador of an exceptional customer experience.

Talent Management & Development:

· Actively participate in recruitment of new staff.

· Oversees the direction and goals of the department.

· Regularly provide coaching and development feedback to team.

· Conduct team building activities and recognition.

· Performs other related duties as assigned.

QUALIFICATIONS

· Proven Experience: Minimum of 5 years in a construction role and a high school diploma.

· Industry Knowledge: Experience in the residential construction industry.

· Knowledge of building code and safety code requirements is required.

· Basic knowledge of Alberta New Home Warranty policies.

LICENSES & CERTIFICATIONS