Head of Client Support Services

The Service Manager is responsible for maintaining the physical integrity of the community at all times. This involves ensuring safe and secure living environments for residents, visitors and staff. It is the Service Manger’s duty to anticipate, identify and correct any problems involving the physical aspects of the property and to implement procedures that will prevent future problems. Cultivate resident satisfaction

Preserve and improve physical assets

Mechanical system repairs including plumbing, irrigation, HVAC & electrical.

Carpentry skills (framing and finish).

Repair and/or replace appliances (refrigerator, washer & dryer, dishwasher, garbage disposal, range/oven, microwave oven, ventilation fans, hot water heaters, etc...)

Repair and/or replace broken windows.

Computer experience helpful.

Efficiently manage subordinate employees and vendors.

Drive snow plow truck with salt spreader and operate and maintain snow removal equipment including but not limited to: snow blowers, salt spreaders shovels, etc...

Operate and maintain equipment and tools including but not limited to: company vehicles, leaf blower, drain snake, hand tools, key machines, grinder, HVAC gauges, welder, lawn equipment, paint sprayer, ladders, etc...

In addition to the skills listed above, the Service Manager is responsible for managing vendors and subordinate employees including but not limited to the Assistant Service Manager, Service Technician and Porter/Groundskeeper to ensure their jobs are completed correctly and in a timely manner. The Service Manager must be capable of personally completing and/or administering subordinate employee functions but may also assign the duties to the Assistant Service Manager, Service Technician or Groundskeeper for completion, in coordination with the Property Manager.

The Service Manager is ultimately responsible for all maintenance operations including but not limited to the following tasks:

Ensure resident service orders are completed on a timely basis. Unless parts need to be ordered or circumstances dictate otherwise, the standard turnaround time for completion of service requests is 24 hours.

Order maintenance supplies with strict compliance of the company purchase order policies.

Train and supervise newly-hired Assistant Service Managers, Service Technicians and/or Porters/Groundskeepers.

Create, update, revise and/or maintain policies and/or logs for:

Leaks, Mold/Moisture

Ensure building lights and timers are working properly.

Assist Property Manager/office staff as needed in emergency situations.

Consult with Property Manager and/or Corporate Office on major repairs, capital improvements, replacements and/or contracts.

Attend meetings and seminars as requested by Property Manager or Corporate Office.

Budget Control & Supervision:

Turn cost monitoring and pricing structure.

Staff Management and Personnel Issues:

Schedule and coordinate daily functions of Assistant Service Manager, Service Technician and/or Groundskeepers (in coordination with the Property Manager).

Conduct 90-day and annual performance reviews for all service personnel.

Monitor and control overtime of subordinate employees.

Assist in Recruitment/Interview Process.

Approve vendor invoices for price, quality and quantity.

Vendor contract solicitation, review and implementation.

Oversee capital projects under direction of Property Manager or Corporate Office.

Prepare scopes under direction of Property Manager/Corporate Office.

Submit projects for bidding under direction of Property Manager/Corporate Office.

Must have at least three years experience in property maintenance or equivalent field.

Must have a valid driver’s license and reliable transportation, pickup truck preferred.

Must be available for night/weekend on-call duty.

Must conduct all business in accordance with company policies and procedures

Must comply with all state and federal laws (OSHA, ASA, Fair Housing, etc.)

Equipment Requirement
Required to wear back support belt, goggles when working with specific equipment, masks and gloves and other safety equipment as tasks dictate.

Equipment/Machinery/Tools

User-Moved Aids: Wheelbarrows, dollies, hand trucks, buckets, hoists, jacks, step ladders, full ladders, and double ladders

Mechanical Equip.: Motors, pumps, compressors, blowers, electric and hand power augers, etc.

Have constant need (66% to 100% of the time) to perform the following physical activities:

Bend/Stoop/Squat: Perform routine maintenance/repairs, pick up tools and needed equipment.

Climb Stairs: Service requests, make-ready needs for 2nd and 3rd floor apartments.

Push or Pull: Move equipment, appliances, open and close doors, etc.

Reach Above Shoulder: Perform routine maintenance/repairs, stock and remove equipment, parts, etc.

Handle tools and equipment, perform routine maintenance/repairs.

Handle tools and equipment, perform routine maintenance/repairs.

Writing: Inventory maintenance, requisition requests, required maintenance reports.

is to be accomplished with assistance from one or more persons. Examples of heaviest items lifted include washer/dryers, refrigerators, A/C units, abandoned sofas, furniture, etc.

Constant need (66% to 100% of the time) to document maintenance and complete forms, review manuals and operating instructions, read cautionary labels, respond to written instruction from staff and residents. Constant need (66% to 100% of the time) to communicate with assistants, resident staff, vendors and residents. Constant need (66% to 100% of the time) to verbally communicate with assistants, resident staff, vendors and residents.

Must be able to work in a fast-paced and customer service-oriented environment.

DRIVING/TRAVELING REQUIREMENTS

Frequent need (33% to 66% of the time) to pick up replacement parts and supplies from vendors. Emergency "on call" status may occasionally require expedient travel to assigned property at a moment’s notice. Drive to the corporate office to make pick ups and deliveries.

Frequently outdoors (33% to 66% of the time), all conditions, often for extended periods.

Example: apartments during/after make-ready.

Must be able to apply principles of logical thinking to define problems, collect pertinent data, establish facts, draw valid conclusions and initiate appropriate course of action. Use appropriate safety equipment at all times.

Immediately reports all unsafe conditions to supervisors.

Be familiar with all safety features of equipment, machinery, or materials encompassed by job duties.

Employees must fulfill the performance standards of this position and comply with policies, rules and procedures of the company, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.

This job description does not constitute an employment contract between the company and any employee.

The job responsibilities of this position may include cross-training in other functions or positions to ensure satisfactory operation of the department or work area.

THIS JOB DESCRIPTION IS AN OUTLINE OF THE SERVICE MANAGER POSITION AND DOES NOT COVER EVERY DETAIL OF THE POSITION. THERE MAY BE OTHER TASKS NOT OUTLINED HEREIN BUT IS THE RESPONSIBILITY OF THE PERSON HIRED HEREUNDER.
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