Service Manager

Job Description

Job Description

JOB PERFORMANCE STANDARD – Service Manager

SKILLS, KNOWLEDGE & PERSONAL CHARACTERISTICS: General apartment maintenance experience, knowledge of appliance repair, light carpentry, plumbing and electrical knowledge, heating and cooling system experience, basic computer skills, knowledge of safety procedures, safety conscious, steady and dependable, ability to work with pressure of deadlines, and ability to flex work schedule to accommodate after hour and weekend emergencies. Must be able to deliver a high level of customer service.

SUMMARY OF FUNCTIONS: Responsible for maintaining the physical condition and appearance of the property. Organize, coordinate, supervise and manage the overall maintenance programs including exterior property appearance, timely service request completion, quality and make-ready program, and cost-effective inventory control of the property. Required to be “on call” 24 hours.

Duties may include, but are not limited to:

1. Diagnose and perform minor and routine maintenance/repair in a timely and professional manner. Avoid hiring outside contractors to complete repairs. If contractor is necessary, the Community Manager must approve the expense. Assure all service requests are completed on a daily basis and communicate to Community Manager and resident if a service request cannot be completed. Update in OneSite of work performed on service request, including parts, time worked and resident by end of each day. Follow-up on completed service requests to ensure satisfaction. Follow-up on incomplete service requests and ensure a plan for completion has been communicated to resident and Community Manager.
2. Promote good public relations with residents, co-workers, and company staff. Always display a friendly and courteous attitude towards prospects, residents, vendors and other employees. Always maintain professionalism. Attendance required at all resident events unless the absence was approved in advance by the Community Manager.
3. Pre-inspect notice to vacate apartments and complete make-ready checklist and scheduling of make ready contractors. Inform Community Manager of needed services and repairs. Routinely perform duties to restore apartments to “make ready” status within 5 days of vacating. Re-inspect vacant apartments after make-ready has been completed to determine quality of work performed. Ensure adequate number of make ready units are available (at least 50% of available product should be made ready) and that the product is up to company standards. Communicate status of make readies with Community Manager/Leasing staff.
4. Complete special projects as may be assigned and prioritized by the Community Manager and Regional Manager.
5. Inspect exterior of the property. Perform building and common area upkeep on a daily basis in accordance with company standards. Assist in keeping grounds neat and free of litter, debris and pet waste at all times. Breezeways should be kept clean by pressure washing routinely, removing cobwebs, and bugs/debris out of light fixtures.
6. Ensure vacant unit thermostats are set at the proper setting for a vacant unit.
7. Complete or oversee the completion of preventative maintenance according to the guidelines set forth in the Sam Manual. Maintain accurate records and provide resident training as required.
8. Order parts and supplies and maintain inventory, utilizing inventory system. Maintain shop appearance to standards to facilitate quick assessment of supply inventory. Maintain proper equipment, and equipment inventory to ensure warranty compliance. Review site budget for guidance. Approval may be required in certain circumstances.
9. Obtain bids and negotiate prices, as necessary, with vendors and contractors. Coordinate delivery and work schedules with vendors, contractors and Community Manager.
10. Perform effective emergency maintenance (after hours) as required and in accordance to the Maintenance Operations Manual.
11. Coordinate maintenance objectives with the Community Manager daily.

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1. Perform, and report on, all work according to the safety standards of the company, OSHA, health codes and MOM Manual.
2. Perform work area clean-up on a weekly basis.
3. Oversee all outside contractors and vendors who perform work on property and ensure work completed to contract and to expectations.
4. Ensure that all required inspections and permits are completed in a timely manner including, but not limited to: fire, backflow, elevator and pool.
5. Ensure all required documentation is completed and current (CFC logs, pool logs, lighting logs, etc.)
6. Ensure SDS notebook is current and readily available.
7. Ensure that all required OSHA Hazard Communication Standard training is current.
8. Pass initial, annual and required GraceHill courses by deadlines.

FLSA STATUS: Non-Exempt

ORGANIZATIONAL RELATIONSHIP : Reports directly to the Community Manager, who has the primary authority to determine the exact “day-to-day” duties of the Service Manager. This determination will take into consideration the supervisor’s skills, experience and career goals, and how they best fit into the operational needs of the property. Works with vendors, leasing personnel, other maintenance staff, Regional Managers, Field Operations Manager, outside service providers and vendors, corporate support personnel and maintenance staff from other sister communities.

Hours of Work : This full‑time position will have specific workdays and shifts assigned based on the needs of the community, which operate within our office hours of Monday through Friday, 8:00 a.m. to 6:00 p.m.; the role also requires responding to after‑hours emergency calls by phone within 15 minutes, identifying the issue, and arriving at the apartment within one hour or less when a physical inspection or repair is necessary.

Transportation: Must have reliable vehicle to transport tools and equipment to job sites. Must provide proof of liability insurance for same.

Valid Driver’s License.

AMOUNT OF OVERTIME: As needed for emergencies.

PHYSICAL DEMANDS Extensive mobility and good physical condition. The ability to lift 100 lbs. for the installation and removal of appliances. The ability to operate all required hand tools to make repairs. The ability to walk, stand, sit, kneel, squat, bend, stoop, push, pull, twist, climb stairs, climb ladders, grasp, squeeze, and reach including overhead items in need of repairs. The ability to drive to and from job sites. Tolerance to all extremes of hot and cold weather, as may be necessary.

TOOLS: Must provide own basic tools or be willing to obtain the required hand tools (see “Minimum Required Hand Tools” list located in the Chandler Residential MOM manual).

SPECIFIC SKILLS: Must be knowledgeable and skilled in the safe use and maintenance of the following:

Hand tools : Various wrenches, screwdrivers, grips, sledgehammer, hammer, snips, post hole diggers, saws, etc. Power Tools : Wrenches, grinder, sander, drill, saws, etc.

Moving & Job Aids : Wheelbarrows, dollies, hand trucks, buckets, hoists, jacks, stepladders, full ladders, double ladders etc.

Mechanical Equipment : Motors, pumps, compressors, blowers, electric and hand powered augers, etc.

Measuring Devices : Voltmeters, ohmmeters, testing meters, PH tests, etc.

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WORKING 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 occasionally exposed to moving mechanical parts, fumes, or airborne particles, toxic or caustic chemicals, outside weather conditions, and risk of electrical shock. The noise level in the work environment is usually moderate. Occasional exposure to bedbugs or pests that is common in the multifamily industry. May need to work outdoors in the climate of the region the property is located.

EDUCATION AND EXPERIENCE: High school diploma or GED or trade school certification required. HVAC required. CPO Certification preferred.

LANGUAGE SKILLS: Ability to read, write and verbally communicate in English.

COMMUNICATION: Must be able to communicate effectively with residents, staff, supervisors and vendors.

REASONING ABILITY : Has the ability to apply common sense understanding to carry out basic written or oral instructions.

MATHEMATICAL SKILLS: The ability to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. The ability to perform these operations using units of American money and weight measurement, volume and distance.

COMPUTER SKILLS: Microsoft Word, Microsoft Outlook, Microsoft Excel and OneSite knowledge preferred.

PRE-EMPLOYMENT TESTING: Must complete the Maintenance Skills Exam obtaining the minimum score of at least 80%. Pass drug test and background check requirements.

RESIDENCY: . Must meet the qualifications for residency in the community for which the employee applies.

PERSONAL APPEARANCE: Dress, grooming and personal cleanliness standards contributes to the business image of Chandler Residential. During business hours or when representing the company, you are expected to present a clean, neat and tasteful appearance. Refer to Employee Handbook for complete Personal Appearance Guidelines:

Chandler Residential uniforms will be issued to all resident service personnel (shirt, jacket and cap). Uniforms must be freshly washed and neat. Uniform shirts must be tucked in. Caps, if worn, must be Chandler Residential hats issued with the company logo. Uniforms must be worn when responding to on call emergencies.

Name badge with picture will be issued and must be worn at all times, including responding to on call emergencies.