Service Manager

Position Summary: The Service Manager is a member of the Property Management team and is primarily responsible for effective and efficient management of all open service jobs and preventative maintenance for our occupied homes. This position provides leadership and daily management over an assigned area and team responsible for single-family rental homes and the residents who occupy them. Service Manager jobs may be all encompassing (internal execution, execution with vendors, execution specific to Housing Choice Program requirements) or be assigned to one of the 3 areas cited as a primary area of focus. Essential Functions: Demonstrate a working knowledge of lease documents and resident rules and regulations Manage service jobs to provide outstanding customer service and timely resolution to resident requests on occupied homes Monitor and manage response times, resident satisfaction and the overall productivity and efficiency within the portfolio Review schedules and approve third‑party vendors, vendor pricing, resident charge backs and invoices for completed work Provide technical support to service technicians to ensure proper diagnosis and repair of all service jobs Ensure that all required training is completed in a timely manner for self and all team members supervised, while administering and ensuring compliance with the technical training program for the service team Follow‑up on service orders to ensure resident satisfaction with the work completed and resolve issues with dissatisfied customers Manage and execute a semi‑annual home inspection program to improve resident satisfaction, control unit turnover costs and maximize average length of lease occupancy Conduct other property visits for occupancy and lease compliance checks, posting notices, coordinating utilities, eviction lockouts, etc. Comply with the company’s national procurement policy and program, while managing fleet and fleet stock accordingly Oversee vendors to ensure the best possible outcome on service requests, keep residents highly satisfied, and maintain expenses and costs within stated company targets while controlling costs by overseeing maintenance and service jobs, accurately tracking and reporting work Comply with all applicable health and safety rules and regulations, and ensure all properties are compliant with local, state and federal health and safety laws Coordinate activities to maximize the efficiency of all processes Ensure workplace safety standards and practices are always upheld Perform performance management of personnel including reviews, career advancement, corrective action, mentoring and performance improvement plans Communicate effectively with Service Director, Portfolio Operations Director, tenants, owners and agencies regarding any issues related to HQS inspections, as needed Inspect and reinspect Housing Choice Program properties (e.g., Section 8) annually for compliance with all applicable regulations and policies, including HUD and local building codes and zoning ordinances; conduct in‑person inspections and communicate with governmental representatives Report deficiencies, determine responsibility for repairs, establish deadlines and follow‑up inspections to ensure repairs are finished on time Document necessary work to be completed for units to meet standards and codes Complete the necessary paperwork for newly qualified Progress Choice Homes and perform related duties as assigned Stay knowledgeable of local HUD program rules and changes to ensure compliance in conjunction with the Progress centralized Housing Choice and Rental Regulations department Develop and maintain positive relationships with local market team members and all Housing Authorities within the assigned region, under the guidance of the centrally based department Carry out other duties as assigned that are in the best interests of the company while championing Progress Residential’s Core Values Qualifications: 5 or more years of experience managing service, operations and maintenance in multi‑family, single‑family, military housing or equivalent High school diploma or equivalent required EPA certified to handle refrigerants Valid driver’s license required Available to work flexible hours, including some weekends and evenings Available to support after‑hours service technicians and/or vendors Ability to review and understand cost estimates and scopes of work and stay tuned to current labor rates in the given MSA Effective communication skills, ability to work with general and subcontractors on scope, price and schedule Ability to effectively schedule and manage multiple contractors/crews at various locations within a given geographic area Extensive knowledge of plumbing, electrical, HVAC, flooring, appliances, landscaping and irrigation systems as they relate to residential homes Understanding of general IBC building codes and rental property health and safety regulations Strong customer service skills and ability to address customers’ concerns professionally Strong skills with MS Office products including Excel Ability to manage remote administrative assistance Salesforce and/or Yardi experience strongly preferred Proven record of working independently and with minor supervision Ability to work in a fast‑paced team environment Manage vendor relations, onboard new vendors and negotiate pricing Manage larger projects outside the scope of subordinates Manage subordinate assigned fleet vehicles and inventory What you can expect from us: Competitive Compensation – Including performance‑based bonuses that reward your contributions. Comprehensive Benefits Package – Medical, dental, vision, parental leave, 401(k) with company match and more. Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday. Ongoing Learning and Development – Quarterly summits, town hall meetings and continuous training to support your professional growth. A Culture that Celebrates You – We believe in collaboration, recognition and having fun while doing important work. This summary is not an all‑inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon company need. Employment with Progress Residential is conditional on a satisfactory background and drug screen. Progress Residential is a proud Equal Opportunity employer, m/f/d/v. #J-18808-Ljbffr