Warranty Service Manager

at  Mattamy Homes

WHO WE ARE

Mattamy Homes is the largest privately owned homebuilder in North America, with 40-plus years of history across Canada and the United States. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In Canada, our communities stretch across the Greater Toronto Area as well as in Ottawa, Calgary and Edmonton.

WHAT YOU’LL DO

• Manage the completion of warranty service work, while adhering to budget, which includes:
• Collect, review, and schedule 30 day and year-end Warranty Service requests.
• Respond to and provide immediate resolution to deficiencies, including mediation, arbitration, conciliation inspections, and reports.
• Review repairs completed by Warranty Service Technicians for quality of work and completion as per schedule and provide on-going support and guidance.
• Ensure trades are scheduled appropriately and expedite work in order to adhere to Warranty Service timelines and guidelines.
• Manage the Pre-delivery Orientation (PDO) and Quality Assurance (QA) processes.
• Work closely with Site Manager and Trade Partners and regularly communicate with the Construction team to report repetitive deficiencies and homeowner concerns.
• Manage Warranty Service employees through ongoing performance management, development, coaching, and attracting and retaining strong performers.
• Responsible for creating and maintain relationships with homeowners.
• Manage emergency service requests after closing, including emergency support for the Model Homes and Sales Offices.
• Participate in Mattamy community events and play an active role in Mattamy University sessions.

What you bring

• College diploma or a combination of post-secondary education and experience.
• 5+ years of experience in a customer service or construction role.
• Previous management experience with demonstrated ability to deal effectively with staff.
• General knowledge and familiarity with terms of trade contracts.
• Customer service focused with the ability to resolve problems effectively.
• Ability to set priorities, meet deadlines and manage variable workloads.
• Strong organizational and time management skills with ability to work in a fast-paced work environment.
• Excellent communication skills.
• Solid problem solving and decision-making skills.
• Self-motivated with ability to work well both in a team and independently.