Maintenance Supervisor

Service Manager

The Service Manager is a hands-on supervisor responsible for leading the efforts of the service team to ensure the community is in top condition.

Values Modeled: All employees are expected to find ways to bring our values to life every day by demonstrating: leadership, commitment, and integrity.

Measures of Success: Resident feedback on quality and timeliness of resident services provided; resident turnover.

Essential Duties and Responsibilities:

1. Supervise and schedule maintenance activities for the community and maintenance staff.
• Supervise maintenance staff and communicate assignments and major tasks to be completed.
• Complete and evaluate the daily/weekly completion of all work orders.
• Monitor and maintain required permits for operating the property, such as pool, elevator, etc.
• Assist the Community Manager with supervising all work by outside contractors.
• Ensure all equipment are operated in a safe manner.
• Create schedules and be available for "on-call" for after-hours, weekend, and holiday emergencies.
• Inspect each vacant unit during and after make-ready activity.
2. Coordinate, schedule, and respond to work orders.
• Establish priorities for work order and assigns work orders to maintenance staff.
• Repair/replace appliances, plumbing systems, AC/heating/electrical systems as needed.
• Repair/replace any unit material and perform regular maintenance requests.
• Identify and schedule preventative maintenance, such as filter change, power washing, etc.
• Develop maintenance schedules and enforce them among maintenance staff.
3. Order supplies and manage the maintenance budget.
• Assist the Community Manager in the budget process and ordering of materials and supplies.
• Obtain approval prior to placing orders for major expenses and for unbudgeted items.
• Monitor expenditures and implementing corrective actions.
4. Manage community maintenance personnel.
• Create, mentor, and manage a cohesive service team in accordance with policies.
• Ensure staff receives new hire safety orientation as well as annual safety training.
• Report any worker's compensation issues and/or employee incidents immediately.
• Coordinate orientation and ongoing training programs for community staff.
• Complete performance reviews for staff and makes recommendations for salary increases and/or advancement.
• Manage time off for community management team and submits payroll for processing.

Qualifications:

• Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer Skills: Strong computer skills in Microsoft Word and Outlook. Experience in conducting Internet searches and using online calendars and databases.

Education/Experience:

Required:

• High school diploma or GED.
• Minimum three years general residential maintenance experience, unless promoted from within.
• Working knowledge of HVAC, plumbing, electrical, fire protection, and energy management systems.
• Certifications/licenses as required by local, state, or other regulations
• EPA Section 608, Type II or Universal, and Certified Pool Operator, Type I
• If do not possess either, must be able to obtain certifications within the 12 months of employment.
• Must have reliable transportation, maintain auto insurance, and have a valid driver's license
• Strong communication and customer service skills.
• Ability to work on-call as scheduled and work weekends and after hours as necessary.

Preferred:

• Two years' supervisory experience.
• Bilingual or multilingual skills.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

Productivity:

• Dependability - Follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals: completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
• Integrity - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Customer/Resident Focus:

• Customer Focus - Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Confidentiality - Maintains confidentiality of sensitive information.

Decision Making:

• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.

Business Skills:

• Analytical/Reasoning - Synthesizes basic and varied information; collects and researches data; uses intuition and experience to complement data and make recommendations.
• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Quantity - Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.

Job Skills:

• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent.
• Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Job Knowledge - Exhibits competency in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Use of Technology - Demonstrates required skills; adapts to new technologies; uses technology to increase productivity; keeps technical skills up to date.

Teamwork:

• Conflict Resolution - Encourages open communication; confronts difficult situations; maintains objectivity; keeps emotions under control; uses interpersonal and negotiation skills to resolve conflicts.
• Cooperation - Establishes and maintains effective relationships; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.
• Collaborative Leadership - Builds relationships; handles conflict in a constructive manner: works with employees to resolve issues.
• Achievement-Oriented Leadership - Identifies challenges and addresses them directly; sets an example.

Physical Demands:

While performing the duties of this position, the employee is frequently required (50 to 100% of the time) to: