Service Manager

Service Manager

The Service Manager manages all service requests, preventative maintenance and amenity area maintenance for the property. The Service Manager partners with the Community Manager regarding oversight of all maintenance related activities/initiatives and in achieving all property goals. The Service Manager is responsible to oversee a safe, secure and comfortable living environment for residents, visitors, and staff.

Universal Competencies

Service

Initiative: Maintains a proactive and positive mindset; is goal oriented and knows how to get results.

Customer and Quality Focus: Consistently working for his/her customers and the company; cares about the quality of work and service provided.

Service Safety: Conducts day to day activities in such a way that safety for self and others is valued and observed; provides safe atmosphere for customers and business partners.

Integrity

Professionalism: Demonstrates ethical behavior and honesty at all times.

Level of Dependability: Maintains punctuality and acceptable attendance record; accepts responsibility for his/her own actions; willingness to adapt to changes in the organization.

Adherence to All Company Policies and Procedure: Has knowledge of the established policies and procedures and abides by them. Asks the proper party if they don't know.

Teamwork

Cooperation: Works well with other associates/departments and collaborates effectively in team situations to improve overall performance.

Cohesion: Demonstrates concern for and about the customers and works to effectively partner with others to achieve success.

Respect

Adaptable: Creates an atmosphere that supports the open expression of ideas; is open and approachable.

Communication: Effectively communicates thoughts and concepts in a courteous manner to the position's direct supervisor; provides helpful feedback when applicable; shows interest and is attentive to the suggestions of others.

Courtesy: Maintains a personal and professional demeanor that exercises proper behavioral etiquette and looks to encourage and serve both customers and co-associates.

Responsibility

Innovative: Demonstrates efficiency and creativity; looks for better, faster and more efficient ways of doing things; handles challenges/obstacles with a positive outlook.

Performance: Exhibits a well-organized and timely approach to achieve desired results; aligns resources to meet the needs of the department; and takes corrective action when necessary.

Fiscal Safety: Concerned for the financial well-being of the company by compliance to safety procedure; awareness of liability concerns.

Fun

Passion: Enjoys the work that they do and demonstrates a pleasant demeanor on the job and shows desire for success.

Entrepreneurial Spirit: Exhibits behavior that is consistent with the Vision, Mission and Values of the Company; makes working environment enjoyable for self and others.

Job Specific Competencies

• Performs various community maintenance functions including but not limited to:
• Light bulb changes
• Filter changes
• Lock repairs/changes
• Install/repair window coverings
• HVAC repairs
• Caulking
• Painting
• Pool maintenance
• Vinyl repair & installation
• Electrical and plumbing
• Tile, carpet, flooring
• Roofing, gutters, fasteners
• Ceiling leaks
• Inspects and coordinates all make-ready repairs and services.
• Must be aware of the condition of apartments and the overall property and immediately initiate action to correct unsafe conditions.
• Ensures that storage areas remain locked when not in use.
• Removes and transfers heavy appliances and equipment from storage area to apartment (or vice versa) as circumstances warrant. Assists in moving abandoned furniture, appliances, etc., to dumpster when necessary.
• Assists in keeping grounds neat and free of litter.
• Performs on-call emergency service as requested. All emergency after hours calls must be responded to immediately, and the service person on call must have the ability to arrive at the property no more than an hour after a call comes in.
• Completes all service requests within 24 hours, unless the request requires extraordinary parts or labor.
• Must have the ability to select appropriate materials for the property as needed.
• Performs inspection of exterior lighting of the property on a schedule determined by the Community Manager.
• Responsible for maintaining a clean and organized work environment in the maintenance shop. Responds to resident service requests and concerns in a timely, professional manner.
• Reads and/or listens to resident requests/complaints in a calm, respectful, and open manner.
• Maintains a complete clean and neat uniform, name tag must be worn when working on any MLPG Property including nights and weekends, if applicable.
• Distributes notices and communications to residents as needed.
• Demonstrates customer service skills by treating residents, coworkers, supervisors, and vendors with respect, answering questions in a calm and open manner from coworkers and residents. Responds sensitively to concerns/complaints about maintenance services and exhibits a sense of urgency with assigned work orders.
• Attends and assists in resident activities and functions after hours as needed.
• Records activities in maintenance log.
• Responsible for maintaining other logs (pool, HVAC, preventative maintenance, etc.)
• Completes and updates all lighting inspections monthly and fire life/safety inspections as directed by Community Manager.
• Responsible for monitoring and/or controlling maintenance inventory and/or supplies. Works with Community Manager to order tools and supplies as needed to stay within budgetary guidelines.
• Assists the Community Manager and Assistant Community Manager with other tasks as requested.
• Comply with and enforce all MLPG policies.
• Embraces and executes the vision, mission, and beliefs of the Company.
• Supports/Enforces the safety program.
• Is punctual and present at work when scheduled.
• Flexible with the work schedule, including availability to work weekends, evenings, and/or holidays.

Position Qualifications

Education

High school degree required, college degree preferred.

Experience

Three to five years of apartment maintenance experience (or equivalent). Minimum of one year of apartment Service Manager experience (or equivalent).

Skills & Abilities

Language

English - (fluent)

Computer Skills

Basic computer skills required. Experience with a work order maintenance system, basic typing skills and knowledge of computers. Use of the company's payroll system is required to submit time off requests and clock in and out.

Certificates & Licenses

Valid driver's license and current automobile insurance is required. Position requires individuals to furnish their own reliable transportation. HVAC certification. CPO certification. EPA certifications Type I and Il or Universal for refrigerant recycling. Ability to earn future designations as required by Industry standards, EPA regulations, OSHA requirements, etc.

Other Requirements

Must possess solid knowledge of carpentry, electrical, plumbing, etc. information as required by daily operations. Must be able to use all types of hand and power tools, freon recovery machinery, air conditioning gauges and vacuum pumps. Must be proficient in heating and air-conditioning, plumbing, appliance repair, and many other areas of repair. Must be familiar with Federal, State and Local Fair Housing laws, OSHA and EPA regulations, and company safety policies

Work Environment

The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, and residences or commercial vehicles. Maintenance Technician will work both inside and outside (in all types of weather) of apartment buildings, and in all areas of the property, including amenities. Use of ladders in excess of nine feet. On occasion, the incumbent may be exposed to dirty and/or hazardous conditions when inspecting vacated units.

Physical Demands

Activity/Frequency

Stand - C

Walk - C

Sit - O

Handling Reaching Outward - F

Reach Above Shoulder - F

Climb - F

Crawl - F

Squat/Kneel - F

Bend - F

Vision abilities include