Service Manager

Job Description

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIESMaintenance Operations & Work Orders

• Supervise, schedule, and coordinate all maintenance activities for the community and maintenance team.
• Assign daily responsibilities and communicate priorities, major projects, and tasks to maintenance staff.
• Monitor, evaluate, and ensure timely completion of daily and weekly work orders.
• Coordinate, schedule, and respond to resident work orders while establishing appropriate priorities based on urgency and resident needs.
• Inspect vacant apartment homes throughout the make-ready process and upon completion to ensure homes meet company standards and are ready for move-in.
• Repair and/or replace appliances, plumbing systems, HVAC systems, electrical systems, and other apartment components as needed.
• Complete routine maintenance requests and repairs throughout apartment homes and common areas.
• Identify, schedule, and oversee preventative maintenance activities, including filter changes, power washing, equipment inspections, and other recurring maintenance.
• Develop and maintain preventative maintenance schedules and hold maintenance staff accountable for completing assigned tasks.

Property Systems, Safety & Compliance

• Monitor and maintain required permits and certifications necessary for property operations, including pool, elevator, and other applicable systems.
• Ensure all maintenance equipment, tools, and property systems are operated safely and in accordance with company policies and applicable regulations.
• Ensure maintenance staff receive required new-hire safety orientation and annual safety training.
• Immediately report workers' compensation claims, workplace injuries, and employee incidents in accordance with company policy.
• Maintain a safe, clean, and well-maintained community for residents, employees, and vendors.

Vendors & Capital Projects

• Assist the Community Manager with supervising and coordinating work performed by outside contractors and vendors.
• Monitor contractor performance and ensure work is completed properly, safely, and within established timelines.
• Coordinate access, scheduling, and completion of vendor repairs and property improvement projects.
• Review completed work and communicate any deficiencies or follow-up requirements to the appropriate parties.

Budget & Purchasing

• Order maintenance supplies, materials, and equipment necessary to maintain the community.
• Assist the Community Manager with developing and managing the maintenance budget.
• Obtain required approval before placing orders for major expenses or unbudgeted items.
• Monitor maintenance expenditures and implement corrective actions when expenses are not aligned with budget expectations.
• Maintain appropriate inventory levels while controlling unnecessary or excessive spending.

Team Leadership & Development

• Manage, mentor, and develop maintenance personnel to create a cohesive, accountable, and high-performing service team.
• Establish clear expectations and hold maintenance staff accountable for productivity, quality of work, communication, attendance, and completion of assigned tasks.
• Coordinate orientation and ongoing training programs for maintenance and community staff.
• Conduct performance reviews and provide recommendations regarding employee development, salary increases, and advancement opportunities.
• Manage time-off requests and scheduling for the community management team.
• Submit payroll accurately and timely for processing.
• Create maintenance staff schedules and participate in the on-call rotation for after-hours, weekend, and holiday emergencies.

Customer Service & Communication

• Provide professional and responsive service to residents while addressing maintenance concerns and service requests.
• Communicate effectively with residents, community management, maintenance staff, vendors, and leadership.
• Follow up on outstanding work orders and ensure residents are kept informed regarding the status of repairs.
• Respond appropriately to emergency maintenance situations and take immediate action to protect residents, employees, and property assets.

EDUCATION / EXPERIENCERequired

• High school diploma or GED.
• Minimum of three years of general residential maintenance experience, unless promoted from within.
• Working knowledge of HVAC, plumbing, electrical, fire protection, and energy management systems.
• EPA Section 608 certification, Type II or Universal.
• Certified Pool Operator (CPO) certification, as required.
• Applicable certifications and licenses required by local, state, or other regulatory agencies.
• Candidates who do not currently possess required certifications must be able to obtain them within 12 months of employment.
• Valid driver's license, reliable transportation, and required automobile insurance.
• Strong communication, leadership, organizational, and customer service skills.
• Ability to work on-call as scheduled and work weekends, holidays, and after-hours as necessary.

PREFERRED QUALIFICATIONS

• Previous maintenance supervisory or leadership experience.
• Experience managing a residential/multifamily maintenance team.
• Experience with work-order management systems and preventative maintenance programs.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritize multiple maintenance issues and effectively manage emergency situations.
• Strong understanding of maintenance budgets, purchasing, inventory control, and vendor management.
• Demonstrated ability to train, coach, and hold maintenance team members accountable.