Job Description

POSITION TITLE: Service Manager

DEPARTMENT: Resident Services

REPORTS TO: Community Manager/Regional Maintenance Director

CLASSIFICATION: Non-exempt

JOB SUMMARY: The Service Manager is a hands-on supervisor responsible for leading the efforts of the service team to ensure the community is in top condition.

VALUES MODELED: All employees are expected to find ways to bring our core values to life every day by being: Driven, Enthusiastic, Team Player and Humbly Confident.

MEASURES OF SUCCESS: Resident feedback on quality and timeliness of resident services provided; resident turnover.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Supervise and schedule maintenance activities for the community and maintenance staff.
1. Supervise maintenance staff and communicate assignments and major tasks to be completed.
2. Complete and evaluate the daily/weekly completion of all work orders.
3. Monitor and maintain required permits for operating the property, such as pool, elevator, etc.
4. Assist the Community Manager with supervising all work by outside contractors.
5. Ensure all equipment are operated in a safe manner.
6. Create schedules and be available for "on-call" for after-hours, weekend, and holiday emergencies.
7. Inspect each vacant unit during and after make-ready activity.
Coordinate, schedule, and respond to work orders.
1. Establish priorities for work order and assigns work orders to maintenance staff.
2. Repair/replace appliances, plumbing systems, AC/heating/electrical systems as needed.
3. Repair/replace any unit material and perform regular maintenance requests.
4. Identify and schedule preventative maintenance, such as filter change, power washing, etc.
5. Develop maintenance schedules and enforce them among maintenance staff.
Order supplies and manage the maintenance budget.
1. Assist the Community Manager in the budget process and ordering of materials and supplies.
2. Obtain approval prior to placing orders for major expenses and for unbudgeted items.
3. Monitor expenditures and implementing corrective actions.
Manage community maintenance personnel.
1. Create, mentor, and manage a cohesive service team in accordance with policies.
2. Ensure staff receives new hire safety orientation as well as annual safety training.
3. Report any worker's compensation issues and/or employee incidents immediately.
4. Coordinate orientation and ongoing training programs for community staff.
5. Complete performance reviews for staff and makes recommendations for salary increases and/or advancement.
6. Manage time off for community management team and submits payroll for processing.

QUALIFICATIONS

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills: Strong computer skills in Microsoft Word and Outlook. Experience in conducting Internet searches and using online calendars and databases.

EDUCATION/EXPERIENCE:

Required

High school diploma or GED.
Minimum three years general residential maintenance experience, unless promoted from within.
Working knowledge of HVAC, plumbing, electrical, fire protection, and energy management systems.
Certifications/licenses as required by local, state, or other regulations
- EPA Section 608, Type II or Universal, and Certified Pool Operator, Type I
- If do not possess either, must be able to obtain certifications within the 12 months of employment.
Must have reliable transportation, maintain auto insurance, and have a valid driver's license
Strong communication and customer service skills.
Ability to work on-call as scheduled and work weekends and after hours as necessary.

Preferred

Two years’ supervisory experience.
Bilingual or multilingual skills.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

Productivity

Dependability - Follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals: completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
Integrity - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Customer/Resident Focus

Customer Focus - Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Confidentiality - Maintains confidentiality of sensitive information.

Decision Making

Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.

Business Skills

Analytical/Reasoning - Synthesizes basic and varied information; collects and researches data; uses intuition and experience to complement data and make recommendations.
Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
Quantity - Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.

Job Skills

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent.
Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
Job Knowledge - Exhibits competency in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
Use of Technology - Demonstrates required skills; adapts to new technologies; uses technology to increase productivity; keeps technical skills up to date.

Teamwork

Conflict Resolution - Encourages open communication; confronts difficult situations; maintains objectivity; keeps emotions under control; uses interpersonal and negotiation skills to resolve conflicts.
Cooperation - Establishes and maintains effective relationships; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.
Collaborative Leadership - Builds relationships; handles conflict in a constructive manner: works with employees to resolve issues.
Achievement-Oriented Leadership - Identifies challenges and addresses them directly; sets an example.

PHYSICAL DEMANDS

While performing the duties of this position, the employee is frequently required (50 to 100% of the time) to:

Walk the community.
Bend, stoop, squat, or kneel to perform maintenance activities.
Climb stairs to access upper level units and interior units with multiple levels. May need to climb or work from a ladder.
Push or pull to move equipment, appliances, and open or close doors.
Reach above shoulders to perform routine maintenance repairs, stock, and remove equipment.
Grasp, grip, turn hands, and have finger dexterity to handle sharp objects, maintenance tools, open and close ladders, use telephone/pager/two -way radio.
Talk or hear when interacting with residents, management, or other visitors to the community, both in person and on the phone.

Lifting Requirements

While performing the duties of this position, the employee is required to lift, move, and carry items such as mail, supplies, packages, ladders, cases of paper, soda, or water according to the following frequency:

Between 1-25 lbs.: Constant Need (50 to 100%)
Between 25-75 lbs.: Frequent Need (33 to 50%)
Between 75-150 lbs.: Occasional Need (1 to 33%)
Over 150 lbs.: Rare Need (less than 1%)

Lifting and carrying weights exceeding 50 pounds is accomplished with assistance from one or more persons and using appropriate equipment such as carts. Personal protective equipment, such as a back brace, must be worn when needed; steel toe shoes are required.

Vision Requirements

Specific vision abilities frequently required (50 to 100% of the time) by this job include close vision, color vision, depth perception, and ability to adjust focus to:

Complete maintenance and cleaning requests.
Observe cleanliness or maintenance issues throughout the community.
Complete forms, review reports, and enter data on the computer.
Observe areas needing attention or correction.
Read cautionary labels and respond to written instructions from management.

Speaking and Hearing Requirements

Specific speaking and hearing abilities frequently required (50 to 100% of the time) by this job.

Verbally communicate via telephone and in person with staff, residents, vendors, etc., for the purpose of receiving information and or direction.
Expressing or exchanging ideas by means of the spoken word.
Ability to receive detailed information through oral communication.

SCHEDULE

May be scheduled for morning, afternoon, or evening shifts during the regular workweek and on weekends.

TRAVEL

Some travel between communities may be required for this job.

WORK ENVIRONMENT

While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles, moving mechanical parts, and vibration. The employee is occasionally exposed to a variety of extreme weather conditions. The noise level in the work environment and job sites can be loud.

REASONABLE ACCOMMODATION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The job duties, qualifications, work environment, and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.