Service Manager - The Pennant

Job Description

Job Description

SERVICE MANAGER

SUMMARY

As a Service Manager you will be responsible for the overall maintenance and upkeep of our multifamily community. This position requires a highly skilled and experienced individual with a comprehensive understanding of all aspects of property maintenance, including plumbing, electrical, HVAC, carpentry, and appliance repair. You will oversee a team of maintenance professionals, ensuring that resident service requests are handled efficiently and effectively, vacant apartments are prepared for new residents, and the overall appearance of the community is maintained to the highest standards. This role demands strong leadership, communication, and problem-solving abilities, as well as a commitment to providing exceptional customer service and fostering a positive living environment for our residents.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Oversee all maintenance operations, ensuring that the property is maintained to the highest standards of quality and functionality.

• Develop and implement preventative maintenance programs, ensuring the long-term value and efficiency of the property's systems and equipment.

• Manage the maintenance budget, track expenses, and identify opportunities for cost savings and efficiency improvements.

• Oversee the organization and inventory of maintenance equipment, materials, and supplies.

• Ensure that the maintenance shop and storage areas are clean, organized, and well-maintained.

• Supervise, mentor, and evaluate the performance of the maintenance team, including Assistant Service Managers, Service Technicians, and Senior Service Technicians.

• Provide guidance, training, and support to team members, fostering their professional development and skill enhancement.

• Delegate and oversee work assignments, ensuring that tasks are completed efficiently and to the highest standards.

• Foster a positive and collaborative work environment, promoting teamwork, communication, and a shared commitment to resident satisfaction.

• Oversee the timely and efficient response to resident service requests, ensuring that all maintenance issues are addressed promptly and professionally.

• Provide technical expertise and support to the maintenance team in diagnosing and troubleshooting complex maintenance issues.

• Monitor resident satisfaction with maintenance services, addressing any concerns or complaints in a timely and effective manner.

• Oversee the make-ready process for vacant apartment homes, ensuring they are clean, functional, and aesthetically appealing for new residents.

• This may include inspecting and approving the work of the maintenance team, as well as handling any complex repairs or renovations.

• Oversee the maintenance of the overall appearance of the community, ensuring that grounds, common areas, and amenities are clean and well-maintained.

• This may include coordinating landscaping, pool maintenance, and other upkeep tasks.

• Conduct regular inspections of the property to identify any maintenance or safety concerns.

• Ensure compliance with all applicable safety regulations and standards.

• Manage relationships with vendors and contractors, negotiating contracts and ensuring that services are delivered in a timely and cost-effective manner.

• Oversee the quality of work performed by vendors and contractors, ensuring that it meets the community's standards.

SKILLS AND EXPERIENCE

• 5-6 years of experience in apartment home repair, including advanced knowledge of plumbing, electrical, HVAC, carpentry, and appliance repair.

• Proven experience in managing and leading a team of maintenance professionals.

• Bilingual (Spanish/English) is preferred.

• EPA and HVAC certifications are required.

• Must have in-depth knowledge of OSHA safety rules and regulations.

• Must have excellent customer service and a positive resident experience focused mentality.

• Should be able to work a flexible schedule if necessary and a willingness to be on-call for emergencies.

• Ability to work independently and as part of a team, demonstrating initiative, flexibility, and a commitment to achieving results.

• Strong leadership and mentoring skills, with the ability to guide and motivate others.

• Excellent communication, interpersonal, and problem-solving skills.

• Ability to prioritize tasks and manage time effectively.

• Knowledge of budget management and cost control principles.

• Must have a valid driver’s license with no major infractions in the last 12 months.

ADDITIONAL CONSIDERATIONS FOR LUXURY COMMUNITIES

• Possess a deep understanding of the discerning tastes and expectations of ultra-high-net-worth individuals and a proven ability to foster a sense of exclusivity and personalized service.

• Eloquence to showcase the unique features and custom amenities of an upscale community, highlighting its exclusivity and personalized services.

• Maintain an impeccable personal presentation and project a polished, professional demeanor that reflects the sophisticated ambiance of the property.

• Demonstrate expertise in the maintenance and upkeep of a luxury community, upholding the highest standards for a discerning clientele.

REGIONAL LAWS AND REGULATIONS

The Service Manager must be knowledgeable of and comply with all applicable state and federal laws and regulations, including Fair Housing laws, landlord-tenant laws, and privacy laws. Specific regional considerations include:

• Arizona: Arizona Residential Landlord and Tenant Act

• California: California Tenant Protection Act of 2019

• Colorado: Colorado Warranty of Habitability

• Florida: Florida Residential Landlord and Tenant Act

• Georgia: Georgia Landlord-Tenant Handbook

• North Carolina: North Carolina Residential Rental Agreements Act

• South Carolina: South Carolina Residential Landlord-Tenant Act

• Utah: Utah Fit Premises Act

• Tennessee: Tennessee Uniform Residential Landlord and Tenant Act

• Virginia: Virginia Residential Landlord and Tenant Act

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is often exposed to outside weather conditions. The noise level in the work environment is usually moderate.

This job description is intended to provide a general overview of the Service Manager role. The specific duties and responsibilities may vary depending on the needs of the community.