Service and Warranty Manager

NEX Building Group; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Gym membership discounts

Income protection insurance

Purchased leave

Parental leave

Car provided

Laptop provided

Phone provided

Job summary

MJH Group is seeking an experienced Service & Warranty Manager to lead the Service & Warranty Team across the Sydney region, ensuring homeowners receive a seamless post-handover experience and compliant operations.

You will mentor supervisors, manage maintenance workflows and uphold KPIs for service quality, customer satisfaction and timely completions. This role offers a strong leadership path within a growing residential builder environment.

Qualifications

• Proven leadership experience within residential construction industry
• Strong knowledge of residential construction practices, building standards, codes and industry tolerances; ability to assess warranty and defect matters
• Strong people management skills; coach, motivate and hold teams accountable
• Experience managing customer escalations and resolving complex issues with professionalism and empathy
• Excellent organisational and planning capabilities; manage competing priorities and optimise resources
• Strong stakeholder management skills; build productive relationships across customers, trades and internal teams
• Solutions-focused mindset, exceptional communication skills and commitment to delivering outstanding customer experiences

Responsibilities

• Lead, mentor and develop a team of Handover Supervisors and Servicepersons across the Sydney region, fostering a high-performance and customer-centric culture
• Manage maintenance workflows; ensure inspections, repairs and sign-offs are completed within required timeframes
• Monitor maintenance job performance, budgets and outcomes against key service, quality and customer satisfaction KPIs
• Oversee post-practical completion activities to ensure contractual and business obligations are met
• Ensure prompt, professional and effective resolution of escalated service requests, disputes, defects and warranty matters
• Build and maintain strong relationships with trades, suppliers, subcontractors and internal construction teams to ensure service expectations are consistently met
• Conduct regular one-on-one meetings, providing coaching, feedback, development opportunities and clear performance objectives for team members

Job description

Service & Warranty Manager - Sydney Region

• Step into a leadership position - overseeing our Service and Warranty team across Sydney.
• Discounts on gym memberships (Fitness Passport), vehicles, appliances and more!
• Car + Laptop + Phone provided

The MJH Group (incorporating the iconic McDonald Jones Homes and MOJO Homes brands) is not just in the new home building industry; we are in the business of delivering an unbeatable customer experience from beginning to end. From architecturally designed new homes to finance options, from multi-residential projects to investment properties, the MJH Group has grown and evolved to offer a range of building services which cater to diverse needs, goals and budgets. We strive to set the benchmark in the new home building industry while ensuring that our people, both customers and staff, are at the centre of everything we do along the way.

We are proud to belong to the NEX Building Group, a diverse and expanding organisation with over 1300 passionate employees whose purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia’s leading home builder.

Building new homes and better futures for Australians is a true honour and so rewarding. Here are some other rewards and benefits we offer our employees.

Our perks and benefits
We believe that our employee community is a key strength of our organisation, and we aim to attract the best talent to achieve our strategic goal of being Australia’s leading residential builder and employer of choice in our sector. We are committed to taking care of our employees, that’s why we offer a bundle of benefits:

• Discount on building a home with any of our building brands (after qualifying period)
• Income protection insurance– 100% funded by NEX. Covers up to 2 years at 75% of base salary in case of illness or injury
• Purchased leave – opportunity to apply for up to 2 weeks extra leave each year
• Paid Parental leave - 12 weeks for the primary carer and 4 weeks for secondary carer (we’re proud to be industry leading with this benefit!)
• Employee discounts on gym memberships (Fitness Passport), motor vehicles (Mitsubishi), home appliances, energy, health insurance and more
• AIA Vitality health and wellbeing program
• A genuine focus on diversity and inclusion (we’re proud of our Women in Construction Program and annual Building Inclusivity Awards)
• Employee assistance program to support your mental, financial and physical wellbeing
• A huge catalogue of online learning and ongoing professional development programs
• NAWIC and HIA corporate membership
• Attractive remuneration
• And so much more!

About the opportunity
We're looking for an experienced Service & Warranty Manager to lead our Service & Warranty Team, ensuring homeowners receive a seamless experience throughout the post-handover, defect and warranty periods while maintaining strong operational outcomes and contractual compliance.

More specifically, you will:

• Lead, mentor and develop a team of Handover Supervisors and Servicepersons across the Sydney region, fostering a high-performance and customer-centric culture.
• Manage the maintenance workflows, ensuring inspections, repairs and sign-offs are completed within required timeframes.
• Monitor maintenance job performance, budgets and outcomes against key service, quality and customer satisfaction KPIs.
• Oversee post-practical completion activities to ensure contractual and business obligations are met.
• Ensure prompt, professional and effective resolution of escalated service requests, disputes, defects and warranty matters.
• Build and maintain strong relationships with trades, suppliers, subcontractors and internal construction teams to ensure service expectations are consistently met.
• Conduct regular one-on-one meetings, providing coaching, feedback, development opportunities and clear performance objectives for team members.

About you

• Proven leadership experience within residential construction industry
• Strong knowledge of residential construction practices, building standards, codes and industry tolerances, with the ability to confidently assess and resolve warranty and defect matters.
• Strong people management skills with the ability to coach, motivate and hold teams accountable for results.
• Demonstrated experience managing customer escalations and resolving complex issues with professionalism and empathy.
• Excellent organisational and planning capabilities, with the ability to manage competing priorities and optimise resources.
• Strong stakeholder management skills, with the ability to build productive relationships across customers, trades, suppliers and internal teams.
• A solutions-focused mindset, exceptional communication skills and a commitment to delivering outstanding customer experiences.

We are keen to improve female (and other marginalised groups) representation in our workplaces. If this role appeals to you but you don’t feel you tick every box, we encourage you to still apply. We’d love to have a chat with you about your career goals.

Interested?

The appointment of successful applicants will be subject to satisfactory employment screening and depending on the inherent requirements of the role, may involve the completion of a National Police Check and a pre-employment medical.