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 three primary focus areas. 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 chargebacks and invoices for completed work. Provide technical support to service technicians to ensure proper diagnosis and repair of all service jobs. Ensure all required training is completed in a timely manner for self and all team members supervised, and administer 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 the semi‑annual home inspection program to improve resident satisfaction, control unit turnaround 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, high resident satisfaction, and expenses and costs stay within stated company targets; accurately track and report work. Comply with all Company 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. Performance manage personnel, including reviews, career advancement, corrective action, mentoring and performance improvement plans. Communicate effectively with the Service Director, Portfolio Operations Director, tenants, owners and agencies via telephone and email regarding any issues relating to HQS inspections. Inspect and reinspect Housing Choice Program properties annually for compliance with all applicable regulations and policies, including HUD and local housing quality standards, building codes and zoning ordinances. Conduct in‑person inspections and communicate with Housing Choice Program governmental representatives; properly report deficiencies, determine responsibilities and establish deadlines for completion of work. Document findings and conduct follow‑up inspections to ensure repairs are finished by deadline. Document necessary work in writing for units to meet standards and codes. Complete paperwork for newly qualified Progress Choice Homes and perform related duties as assigned. Keep knowledgeable of local HUD program rules and changes. Develop and maintain positive relationships with local market team members and housing authorities within the assigned region. Carry out other duties as assigned that are in the best interests of the company while championing Progress Residential’s Core Values. Qualifications At least five 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. Availability to work flexible hours, including some weekends and evenings. Availability to offer support for after‑hours service technicians and/or vendors. Ability to review and understand cost estimates and scopes of work and be familiar with current labor rates in the given MSA. Effective communication skills; ability to work with general and sub‑contractors on scope, price and schedule. Ability to effectively schedule and manage multiple contractors/crews at various locations. Extensive knowledge of plumbing, electrical, HVAC, flooring, appliances, landscaping and irrigation systems as they relate to residential homes. Understanding of IBC building codes and rental property health and safety regulations. Strong customer service skills; ability to address customer concerns professionally. Proficient with MS Office products, especially Excel. Ability to manage remote administrative assistance. Experience with SalesForce and/or Yardi 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: PTO based on tenure, 13 paid holidays and one floating holiday. Ongoing learning and development: quarterly summits, town hall meetings and continuous training to support your professional growth. A culture that celebrates you – collaboration, recognition and having fun while doing important work. 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