Service Manager

Job Description

Job Description

Join a Team That’s Redefining Excellence in Property Management

At PEM we are a national leader in investment and multifamily property management, committed to delivering exceptional living experiences in our communities. We directly oversee each property to ensure this commitment is upheld and executed to our high standards. We value integrity, and excellence in service and we seek individual who share our passion for creating a clean, safe and welcoming communities. 

About the Opportunity
We’re currently seeking a Service Manager to lead our maintenance and service operations.  This is a key leadership role responsible for ensuring our residents receive top-tier service and that our properties remain in excellent condition.

As a Service Manager, you'll oversee daily operations, manage a team of service professionals, and ensure all tasks are completed efficiently, safely, and with a customer-first mindset. You’ll also collaborate with other departments, manage resources, and take the lead on problem-solving and process improvements.

About Us
At PEM, we’re more than just a property management company—we’re a team of driven professionals who are passionate about creating exceptional living experiences. Our mission is to build strong communities, elevate service standards, and foster professional growth. When you join PEM, you’re joining a supportive and dynamic environment that values your contributions and invests in your success.

What You’ll Do

Property Maintenance & Operations

• Oversee and perform general maintenance duties including HVAC, electrical, plumbing, and appliance repairs.
• Ensure timely completion of resident work orders, preventive maintenance tasks, and unit turns.
• Monitor and maintain community curb appeal, common areas, and amenities.
• Maintain inventory and ensure timely procurement of tools, equipment, and supplies in alignment with budget

Team Supervision & Training

• Hire, train, and supervise maintenance team members including Technicians, Housekeepers, and Groundskeepers.
• Assign tasks, provide coaching, and ensure high performance through regular feedback and evaluation.
• Conduct regular safety and compliance training, including equipment use, PPE standards, and emergency protocols.

Preventive Maintenance & Safety

• Develop and maintain a preventive maintenance program for all essential systems (HVAC, fire safety, irrigation, etc.).
• Conduct property inspections to identify hazards, maintenance needs, or violations of safety regulations.
• Ensure full compliance with OSHA standards, company safety policies, and hazardous materials management.

Customer Service & Resident Relations

• Respond promptly to resident concerns and service requests; ensure follow-up within 48 hours.
• Conduct move-in/move-out inspections and ensure quality unit turnover in coordination with the Property Manager.
• Represent PEM professionally and respectfully in all resident interactions.

Vendor & Contractor Management

• Coordinate with approved vendors and contractors for specialized services or large-scale projects.
• Evaluate vendor performance, ensure adherence to scope of work, and confirm timely completion.
• Maintain accurate records of vendor work, warranties, and compliance documentation.

Budget & Reporting

• Support property operations by managing maintenance-related expenses within approved budgets.
• Track and report maintenance activity, expenditures, and compliance issues weekly and monthly.
• Submit incident reports, inventory logs, and service records as required.

On-Call Responsibilities

• Coordinate and participate in the emergency on-call rotation.
• Ensure team coverage and readiness for after-hours maintenance issues.
• Maintain an up-to-date emergency contact list and communicate clearly with staff during emergencies.
• Document all after-hours incidents accurately and follow up with any necessary corrective actions.

Additional Duties

• Perform other duties as assigned by the Property Manager or Regional Manager.
• Contribute to company-wide maintenance process improvements, standards development, and team-building initiatives.

Qualifications

• 3+ years of experience in multifamily property maintenance, with 1+ years in a supervisory or lead role.
• HVAC Certification required; EPA Universal Certification preferred.
• CPO (Certified Pool Operator) certification preferred.
• Knowledge of general building systems including HVAC, plumbing, electrical, and appliances.
• Familiarity with OSHA safety standards and hazardous materials compliance.
• General knowledge of Fair Housing laws and ADA requirements.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage vendor relationships and coordinate third-party service providers.
• Proficiency with Microsoft Office and property management software (e.g., Yardi, AppFolio, etc.).
• High school diploma or GED required; trade school or technical certification preferred.
• Must be able to pass a background check and possess a valid driver’s license.

Work Environment

• Regularly exposed to mechanical equipment, wet conditions, and potentially hazardous materials.
• Must be able to walk long distances, climb ladders, lift up to 50 lbs, and perform physical tasks regularly.
• Must be available for emergencies after-hours, on weekends, and holidays as needed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Equal Opportunity Employer

PEM is an Equal Opportunity Employer. All employment decisions are made based on qualifications, merit, and business need without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.