Service Manager

Job Description

Job Description

Scope and Purpose

The Service Manager leads all maintenance operations for a Zellis residential community, serving as the on-site authority for building systems, unit readiness, and physical asset preservation. You are responsible for the condition of every unit, common area, and building system at your property—and for the team that keeps it all running.

At Zellis, the Service Manager is a leadership role that demands consistency in execution, dependability under pressure, and proactive communication with property management, residents, and vendors. You maximize in-house labor, manage maintenance costs responsibly, and set the standard for quality and professionalism across the service team. You don’t wait for problems—you build preventive maintenance programs, track equipment lifecycles in Yardi, and anticipate failures before they impact residents.

Your work directly shapes the resident experience and the long-term value of the asset. When a building system runs smoothly, when a unit turn is flawless, when a resident’s repair is handled quickly and professionally—that is your leadership in action.

Our Core Values

At Zellis, everything we do is guided by four values that define how we show up—for each other, for our residents, and for our clients.

• Driven by Passion: We show up with energy, ownership, and a relentless drive to be better –  We care deeply about the work, and it shows. We hold ourselves to a higher standard, take responsibility for outcomes, and push through challenges with determination. Your standards define the maintenance culture at your property. The pride you take in building condition and repair quality is what residents and ownership experience.
• Built Smarter: We run toward change and build better systems to stay ahead –  We lead the industry by embracing technology, automation, and new ways of working to create smarter, more efficient operations. You build and maintain preventive maintenance programs in Yardi, track equipment lifecycles, and use work order data to make cost-effective decisions about repair vs. replacement.
• Experience Meets Insight: We combine experience and data to guide smarter decisions –  Our clients and residents trust us to do more than manage—they rely on us to think. We bring expertise and turn data into clear, actionable insight. You analyze work order patterns, identify recurring issues, and develop long-term solutions—turning maintenance data into capital planning recommendations for leadership and ownership.
• Service Without Compromise: We set a higher standard by anticipating needs and owning every outcome –  Every interaction is thoughtful, timely, and intentional. We anticipate needs, communicate clearly, and follow through without exception. Every repair, unit turn, and system inspection your team completes reflects Zellis’s commitment to proactive, high-quality service that residents trust.

Duties and Responsibilities

• Oversee daily operation of all building systems including HVAC, electrical, plumbing, access control, and common-area lighting.
• Implement and maintain a preventive maintenance program with detailed logs for inspections, repairs, and system performance in Yardi.
• Manage all unit turn operations—coordinating make-ready activity to ensure units meet Zellis leasing standards on schedule.
• Perform in-house repairs on HVAC systems, appliances, plumbing, electrical, and general building components; escalate only for warranties, sealed systems, or out-of-scope work.
• Identify recurring maintenance issues and propose cost-effective long-term solutions that protect the asset and improve resident satisfaction.
• Coordinate and supervise vendors as the primary technical contact for HVAC, electrical, access control, and specialized contractors.
• Obtain vendor bids, define scopes of work, verify credentialing and insurance, and escalate delays or unresolved issues promptly.
• Lead, train, and develop the service team—including Lead Service Technicians, Service Technicians, and Groundskeepers—setting clear expectations and holding the team accountable to Zellis standards.
• Manage maintenance budgets and inventory, controlling costs while ensuring the team has the parts and supplies needed to operate efficiently.
• Ensure compliance with OSHA, local, state, and federal regulations; maintain safe working conditions and enforce safety protocols at all times.
• Respond to and manage emergency maintenance situations; oversee on-call rotation and after-hours response procedures.
• Communicate proactively with property management and residents regarding repair status, project timelines, and building system updates.
• Conduct regular property inspections to assess building condition, identify deferred maintenance, and develop capital planning recommendations.

Competencies

• Technical Expertise –  Deep knowledge of building systems, HVAC, plumbing, electrical, and appliance repair. Makes sound decisions about in-house repair vs. vendor escalation based on cost, complexity, and urgency.
• Leadership & Team Development –  Builds, trains, and leads a high-performing service team. Sets the quality standard, provides regular feedback, and develops team members’ technical and professional skills.
• Proactive Operations –  Builds preventive maintenance programs and anticipates equipment failures before they impact residents. Does not wait for problems—designs systems that prevent them.
• Budget Management –  Manages maintenance budgets and inventory responsibly. Controls costs through efficient in-house labor, smart vendor negotiations, and data-driven repair vs. replacement decisions.
• Communication –  Keeps property management, residents, and vendors informed with clear, timely updates. Communicates repair status, project timelines, and escalations proactively.
• Safety & Compliance –  Enforces OSHA and local safety regulations across the service team. Models safe practices and maintains safe working conditions at all times.
• Problem Solving –  Diagnoses complex building system issues, evaluates long-term solutions, and makes sound decisions under pressure. Turns recurring problems into permanent fixes.

Knowledge, Abilities, and Other Qualities

• Advanced knowledge of HVAC, plumbing, electrical, appliance repair, building systems, and general construction.
• Ability to lead, train, and manage a service team while maintaining personal technical productivity.
• Strong understanding of preventive maintenance programs, equipment lifecycle management, and capital planning.
• Proficiency in property management software (Yardi preferred) for work order management, preventive maintenance tracking, and reporting.
• Knowledge of OSHA safety standards, building codes, and local regulatory requirements.
• Strong organizational and budget management skills.

Experience, Training, and Education

• Minimum of 5 years of maintenance experience, with at least 2 years in a supervisory or management role.
• Experience in multifamily residential or commercial property maintenance required.
• HVAC certification (EPA Type I, II, or Universal) required; additional trade certifications a plus.
• High school diploma or equivalent required; technical training or trade school preferred.
• Experience with Yardi or similar property management software preferred.

Physical Requirements

This position requires the ability to:

• Perform physical labor in all weather conditions, including working in confined spaces, on rooftops, and in mechanical rooms.
• Stand, walk, bend, kneel, crouch, and climb for extended periods throughout the workday.
• Lift, carry, push, or pull up to 75 pounds regularly (e.g., appliances, HVAC equipment, tools).
• Climb ladders and work at elevated heights as needed.
• Operate hand and power tools safely.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Driving Requirements

Valid driver’s license required for travel between property locations, supply runs, vendor meetings, and emergency response.

Note:  This job description is not intended to be all-inclusive. The employee may be required to perform other related duties as assigned.