Service Manager- The Mills

Service Manager

Summary

The Service Manager performs various corrective and preventive maintenance duties necessary to maintain and enhance a Crawford Hoying residential community. Duties include, but are not limited to, HVAC, plumbing, electrical, carpentry, and grounds maintenance. In addition, the Service Manager must direct, lead, and support their assigned staff of Service Technicians. As the basis for leadership and management, this individual shall implement the 7 Core Values that Crawford Hoying has established to maintain its desired culture. Crawford Hoying is dedicated to exceptional customer service, which includes interactions with residents, guests, and coworkers. Employees are expected to use their best judgment in determining the most appropriate course of action, using customer service as a guiding principle.

Job Responsibilities (responsibilities may include but are not limited to the following)

• Prioritizes, completes, and/or delegates maintenance work and maintenance service requests, including, but not limited to, carpentry, plumbing, painting, electrical, HVAC, masonry, and other general maintenance, in accordance with company standards and local city, state, and federal building codes when applicable. Schedules and/or provides on-call maintenance for evenings, weekends, and holidays, as scheduled. Tracks the status of all work orders.

• Manages and executes the make-ready/turn process. Completes the move-out checklist, assigning appropriate move-out charges, and forwards it to management. Schedules and inspects vendor/contractor work to ensure quality, completeness, and compliance with company standards. Inspects all rent-ready apartments. Purchases supplies in accordance with the property budget and company policies and procedures. Reviews, codes, and approves all vendor invoices. Participates in the preparation and management of the operating budget and monthly variance reports.

• Inspects the physical residential community site, identifying all areas in need of immediate or future repairs and maintenance, and provides an inspection report to the Community Manager for review.

• Participates in staff selection and the interview process. Trains all service staff under the approval and direction of the Community Manager. Supervises and provides support and direction to the service staff. Resolves personnel issues and supports teambuilding. Prepares annual reviews and implements goals, objectives, and personal development plans for all direct reports.

• Performs other duties as assigned. Job responsibilities may vary depending on community size.

Performance Objectives (objectives include but are not limited to the following)

• The 7 Core Values that Crawford Hoying has established to maintain its desired culture

• Leadership and accountability

• Flexibility and effectiveness in managing personnel

• Community net operating income

• Service request resolution within 24 hours

• Service request quality

• Unit-turn timeliness

• Unit move-in quality

• Curb appeal

• Resident retention

• Customer service feedback

• Strategic approach to problem-solving and troubleshooting

Preferred Knowledge, Skills, Education, and Experience

• Advanced-level maintenance skills related to painting, carpentry, electrical, HVAC, plumbing, pool maintenance, and emergency/security systems

• Effective oral and written communication skills

• Ability to give clear direction and respond to inquiries

• Understanding of accounting principles and budget process

• Project management skills, including planning, organizing, and coordinating tasks

• Negotiation and conflict resolution skills

• Knowledge of first-aid and safety procedures

• Confirmed prior experience managing a staff

• Computer proficiency

• High school diploma or equivalent, supplemented by specialized courses in HVAC, plumbing, electrical, and carpentry

• Three years of property management experience

• Minimum of one year of personnel management

• Valid driver's license

Work Environment

The Service Manager works onsite at a residential community and interfaces with external and internal customers, residents, and vendors on a regular basis. The work schedule varies depending on the property. Hours are typically scheduled within 7:00 am and 6:00 pm and may include weekend days (Sat/Sun). The Service Manager must be available to work overtime and on-call, as needed, and must be flexible and readily available, depending on the needs of the property.

Reporting Structure

The Service Manager reports to the Community Manager and directly oversees one of more Service Technician, depending on the size of the property.

Physical Requirements

The Service Manager's physical condition must be sufficient for the consistent and successful completion of the responsibilities defined for this position. This position frequently requires standing, walking, sitting, reaching with hands and arms, stooping, kneeling, crouching, or crawling. This position may require lifting and/or moving up to 50 pounds and operating power tools. The Service Manager must be able to drive during the course of work.