Regional Service Manager

Job Description

Job Description:\n\nDescription: About Prime: Prime Residential is a leading multifamily owner and operator headquartered in San Francisco, with a portfolio of more than 21,000 apartment homes across the West Coast. For more than three decades, we've been committed to caring for communities where residents love to live - pairing well-maintained homes with exceptional service and sought-after locations. We're proud to maintain a richly diverse and inclusive culture where our team members feels welcomed, valued, and set up to do their best work. Schedule: Monday - Friday, 9:00 am - 5:00 pm. Target Pay: $120,546 - $133,940 per year + eligible for annual discretionary bonus. Role Overview: Our Regional Service Manager leads the short- and long-term maintenance objectives of their portfolio of assets, supporting and indirectly supervising a unified team of Service Managers to help ensure that the physical condition and capital needs of the communities are achieved. As a Regional Service Manager, we count on you to set an example and be the standard bearer of consistent servant leadership, a mentor, teacher and champion of safety, and possessing an intense focus on the customer experience at our communities. You also leave no stones unturned as a bedrock regularly ensuring our service team members’ adherence to Prime Residential’s standards of excellence as it relates to cleanliness, appearance, safety, and overall functionality within our communities. Our Regional Service Managers contribute a broad range of experience, skills, aptitude, business acumen and an unwavering commitment to help with leading a function that is critical to the continued success of Prime Residential’s portfolio. Who You Are:High aptitude and sound technical proficiency with various building mechanical components including fire and life safety as it relates to residential property maintenance. A leader who is not afraid to take charge of a situation and possessing a hands-on and advisory disposition. Someone who has an exceptionally high bar set when it comes to standards of excellence and quality. A true driver of maintenance standards, with an intense desire to always coach and mentor team members. A diligent, determined, and punctual professional looking to grow your career at a best in class organization. A passionate team player who sees customer service as essential to building relationships and supporting a business. A professional who can work independently and collaboratively in ambiguous or fast changing situations and environments. A self-starter requiring little direction and one who takes initiative to accomplish routine, day to day tasks as well as any larger projects—seeing to it that all are completed timely and with quality workmanship. Knowledgeable of painting standards and best practices. A strong attention to aesthetic details and cleanliness.? What You’ll Do: Personnel ManagementThrough mentorship and coaching, help develop bench strength of Service Managers with strong focus on leadership skills, communication skills, technical knowledge of building and mechanical components, time management, and people management. Work in direct partnership with Service Managers to achieve efficient scheduling and completion of work orders, “make-ready” process, and ensure that physical appearance of grounds, common areas, and amenities are kept neat, clean, and aesthetically always appealing. Identify performance gaps within the extended service team and communicate these findings with the Service Manager and Community Director. Assist in responding to and resolving escalated employee and resident issues. Conduct regularly occurring meetings dedicated to continuing education, policy changes, and motivational touch bases. Partner with Community Director and Service Manager in hiring and retaining exceptional service personnel. Operating StandardsPrioritize and provide ad hoc support to communities within assigned portfolio. Conduct regular visits to each assigned community within assigned portfolio to check on and in support of service teams. Huddle regularly with Service Managers, Community Directors and/or Regional Managers to determine which communities need support—particularly with completion of make readies and service requests. Partner with Regional Manager to regularly monitor and audit service teams’ adherence to service operating standards and procedures. Regularly analyze service and capital replacement expenses for each assigned community. Works in tandem with Regional Manager in preparing annual operating and capital budgets. Work regularly and often to negotiate and improve vendor pricing and maximize vended services from service contracts. Maintain vigilance over physical property condition and correct or report any unsafe conditions and/or potential hazards (i.e., broken gates leading to pools, broken steps, open holes, broken/burned out exterior lights). Perform regular inspections of community to measure quality and adherence to company standards of excellence regarding service success metrics, overall condition of property, curb appeal, and vacant units. Attend all required and recommended training, and ensure compliance of all training requirements posted in Prime’s internal learning management system. Understand and adhere to all federal, state, and local laws pertaining to employment, Fair Housing, and landlord/tenant laws, as well as company policies regarding general operations and employee actions and behaviors. Physically inspect community while on grounds, pick up litter, enter work orders, and report any risks or service needs to your direct line supervisor. Any other tasks as deemed necessary by your direct line supervisor. Inventory and Budget ManagementEnsures that tools for new hires are ordered in a timely manner and on site prior to or on the day of a new hires start date. Uses good judgement and Prime’s standards to determine when necessary, whether to give counsel to a Service Manager on whether to repair or replace parts. Maintains excellent condition of tools, maintenance shop, golf carts, and other inventory. Regularly monitor and audit the adequacy of inventory on hand for spare parts and maintenance materials to handle most common repairs and situations. Assist with scheduling and/or performing routine preventative maintenance on all appropriate equipment on a regular basis. Regularly monitor and audit on-site service teams maintaining excellent condition of tools, maintenance shop, golf carts, and other inventory. Report all major repairs to the Community Director and Regional Service Manager prior to any expenditure of funds. SafetyParticipate in on-site team safety meetings and provide relevant updates to staff to keep all consistently well informed. Periodically host portfolio wide meetings to provide broader safety updates to service team members, answer questions, and/or provide “spot” training. Monitor compliance to company safety meeting standards and ensure that Safety Data Sheets (SDS) are available to staff.? Regularly audit maintenance shops and areas used as storage by service teams for proper work area conditions as well as proper use of equipment, tools and PPE per company policies and procedures. Promotes use of appropriate protective equipment and safety devices, and leads by example in also using the same recommended protective equipment and safety devices.? Identify all utility meter cut-offs, apartment and fixture cut-offs, sewer clean-outs, and read property layout maps. Know and adhere to all Federal, state, and local laws pertaining to employment, fair housing and landlord/tenant, as well as all policies and procedures contained in Prime Residential manuals or as otherwise communicated (verbally or in writing) to service team members.? Customer Service and InspectionsRegularly walk apartment homes to ensure units are in acceptable and above standard condition prior to, during, and after occupancy when an apartment home has been made ready for re-occupancy. Respond knowledgeably to residents with a sense of calmness, professionalism, and confidence. Exercise positive customer service skills in communicating with all associates, residents, and prospective residents. Use optimal time management skills and adhere to a schedule of work. Present ideas for improving processes. Routine fire, and life/safety inspections throughout the community. Monthly and annual unit by unit inspections as needed. Capital Project ManagementLeads and manages property improvement projects including the bidding process, overall budget planning, and coordination with and oversight of third-party vendors. Onboard, build, and maintain vendor relationships. When necessary, responsible for the completion of a Capital Requisition Form (CRF) and Capital Requisition Form Variance (CRFV) required for the approval of funds for specific capital project needs. General Administration and FacilitiesStay current and knowledgeable in Occupational Safety and Health Administration (OSHA) regulations, and federal, state, and local safety laws to ensure the organization complies with all safety regulations and ordinances. Keep abreast of any changes to laws and regulations that impact organization. Photograph and memorialize any noteworthy areas throughout the community on a routine basis. Report and track any repairs or corrections needed throughout the property. Communicate on a regular basis with manager and other stakeholders. Ensure Material Safety Data Sheets (MSDS) are current and accessible. Lead and participate in safety inspections and walk-throughs. Participate and help with fire drills and emergency response safety drills. Participate in risk management sessions to mitigate property claims and hazards. Manage and track multiple projects simultaneously, specifically tower elevator operations and maintenance, elevator usage, maintenance of alarms and power doors. Follow all safety standards, company policies, and ensure compliance with building and safety codes in reference to OSHA, Fair Housing, and various other local regulations. Maintain confidentiality of company, employee, vendor, and resident information. Support efforts to build and maintain a customer-focused culture of respect, responsiveness, and efficiency that includes every team member and on-site vendor, developing Prime Residential’s reputation as a housing provider of choice in the local market. Embrace and build a team culture focusing on diversity, equity, inclusion, and belonging. Present ideas to manager for improving safety and community operations. Safety StandardsBe knowledgeable and fluid in current Occupational Safety and Health Administration (OSHA) regulations, and federal, state, and local safety laws to ensure the organization complies with all safety regulations and ordinances. Assist in planning and leading safety meetings and ensure that Material Safety Data Sheets (MSDS) are current and available to staff. Maintain proper work area conditions per company policies and procedures. Track and ensure compliance with local, state, and federal environment, health, and safety regulations. Leads by example in utilizing appropriate protective equipment and safety devices.? Identify all utility meter cut-offs, apartment and fixture cut-offs, sewer clean-outs, and read property layout maps. Disclaimer:This job description is subject to change at any time. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned above and beyond what is communicated in this document.? Requirements: What You’ll Need: Expansive leadership and communication skills with a demonstrated ability to organize, motivate, lead and coach/teach others.? Expert understanding of property financials and an analytical, problem solving and decision-making process that treats each asset like it is a profit center. Strong business acumen, with ability to prioritize, delegate, and execute competing tasks.? Superior proficiency with customer service and communication skills highlighting the ability to interact with residents, clients and associates calmly and professionally while resolving customer concerns. Comfort and experience communicating with and working with other internal departments as well as executive leadership. Expert ability to apply principles of logical thinking to define and correct problems. 4+ years of related experience.? A demonstrated track record of building and delivering training modules, identifying team member abilities, and reinforcing overall employee development. Proficiency in MS Office (Word, Excel, Outlook, Teams), RealPage/OneSite or other property management software.? A valid driver’s license for the purpose of operating a community vehicle and/or golf cart. HVAC Certification is preferred.? Multi-Family housing experience is preferred.? Physical Demands:Ability to stand, walk, and/or sit for extended periods of time and bend, stoop, climb ladders, reach, carry objects, and crawl (and work) in confined areas. Ability to work inside and outside in all weather conditions (rain, snow, heat, hail, wind, sleet). Ability to push, pull, lift, carry, or maneuver weights of up to twenty-five (25) pounds independently and fifty (50) pounds with assistance. Ability to occasionally lift/carry objects weighing between 75 and 150 pounds with the aid of material handling equipment. Ability to perform repetitive physical motions such as reaching above shoulders, scrubbing and cleaning in tight areas. Full finger dexterity required. Occasional exposure to paint fumes, solvents, and adhesives. Attend training classes and business meetings or other situations necessary for the accomplishment of some or all daily responsibilities of this position. Ability to work a flexible work schedule, which includes taking “calls” during evenings, weekends, and holidays. This role requires regular travel by car between communities, which may periodically or regularly occur at greater frequency on a given day or week depending on the needs of the communities within the assigned portfolio. In some instances, team members may also be asked to travel to other markets to assist their peers and their related portfolios, and said travel may be through means other than a car, such as by plane or train. Prime is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Prime is also committed to compliance with all fair employment practices regarding citizenship and immigration status and, where applicable, pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. About Prime Residential What Are We? Prime Resident