Head of Client Support Services

Service Manager
Property: Rosewood Commons - Charlotte, NC
The Service Manager oversees the community's physical assets, maintenance operations, apartment turns, preventive maintenance programs, vendor coordination, and capital improvement projects. Working closely with the Community Manager, this role supervises maintenance staff, ensures completed service requests and make-readies meet quality standards, manages inventory and budgets, and helps maintain a safe, attractive living environment. Flexible scheduling, including weekends, holidays, on-call duties, and emergency response, is required.
Essential Responsibilities

Supervise, schedule, and support maintenance team members, including technicians and groundskeepers.
Coordinate service requests, apartment make-readies, inspections, and preventive maintenance activities.
Prioritize maintenance tasks and emergency repairs while ensuring timely completion and minimizing callbacks.
Conduct daily property inspections to identify maintenance needs, safety concerns, and liability risks.
Ensure vacant units are fully prepared for occupancy and meet company standards.
Coordinate vendor services, warranty work, contract performance, and quality control.
Order supplies and equipment while monitoring maintenance expenses and adhering to budget guidelines.
Assist with hiring, training, coaching, performance evaluations, and development of maintenance staff.
Provide safety training and enforce company safety policies and procedures.
Maintain organization and cleanliness of maintenance shops, workspaces, and storage areas.
Assist with property emergencies, including severe weather, floods, fires, and freezes.
Support operations at other communities when needed.
Perform additional duties as assigned.
Knowledge, Skills & Abilities

Strong knowledge of apartment maintenance, troubleshooting, and repair practices.
Ability to perform all aspects of apartment make-ready work.
Proficiency with HVAC systems, plumbing, electrical systems, appliances, water heaters, pool/spa equipment, irrigation systems, and related property equipment.
Ability to prioritize multiple tasks, meet deadlines, and make sound decisions independently.
Strong leadership, communication, customer service, and interpersonal skills.
Detail-oriented, organized, and able to maintain professionalism and confidentiality.
Experience using maintenance tools, meters, gauges, diagnostic equipment, and basic computer systems.
Supervisory Responsibilities
Under direction of the Community Manager, supervises on-site maintenance staff, which may include Apprentice Techs, Techs, and Groundskeepers.
Qualifications

Previous supervisory experience preferred.
Demonstrated ability to diagnose and repair HVAC, plumbing, electrical systems, appliances, and other community equipment.
Valid driver's license or reliable transportation required.
Education & Experience

High school diploma or equivalent required; trade school or college coursework preferred.
Minimum of 5 years of general maintenance experience or at least 1 year of multifamily, industrial, or institutional maintenance experience.
EPA/Freon Recovery Certification (Type I & II or Universal) required or preferred based on local requirements.
CAMT certification preferred.
Additional certifications in HVAC, plumbing, electrical, boilers, pool operations, first aid, or related trades are a plus.
Painting and appliance repair experience preferred.
Physical Requirements

Frequently stand, walk, bend, climb ladders, lift and move materials or equipment in excess of 50 pounds, and work indoors and outdoors in varying weather conditions.
Safely operate tools, equipment, and machinery while using required personal protective equipment.
Participate in after-hours, overtime, and on-call service rotations as needed.
Benefits
Eligible full-time employees may receive:

• Medical (HDHP and PPO options)
• Dental and Vision Insurance
• Short-Term and Long-Term Disability
• Life Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• 401(k) Retirement Plan
• 12 Paid Holidays (including a Birthday Holiday)
• Up to 130 Hours of PTO

About NHE, Inc.
As a diverse real estate management company, we appreciate the importance that professionalism, caring service and relationships have on providing quality services to residents and property owners alike. We work to provide superior service by capitalizing on our vast experience, dedicated employees and investments in technology, training and certification.
Based in Greenville, South Carolina, NHE is a leader in homeowner association management services, multi-family and apartment management solutions, and consults with owners and operators to determine best practice operations.
EOE