Service manager

ESSENTIAL DUTIES AND RESPONSIBILITIES

Maintenance Operations & Work Orders

Supervise, schedule, and coordinate all maintenance activities for the community and maintenance team. Assign daily responsibilities and communicate priorities, major projects, and tasks to maintenance staff. Monitor, evaluate, and ensure timely completion of daily and weekly work orders. Coordinate, schedule, and respond to resident work orders while establishing appropriate priorities based on urgency and resident needs. Inspect vacant apartment homes throughout the make-ready process and upon completion to ensure homes meet company standards and are ready for move-in. Repair and/or replace appliances, plumbing systems, HVAC systems, electrical systems, and other apartment components as needed. Complete routine maintenance requests and repairs throughout apartment homes and common areas. Identify, schedule, and oversee preventative maintenance activities, including filter changes, power washing, equipment inspections, and other recurring maintenance. Develop and maintain preventative maintenance schedules and hold maintenance staff accountable for completing assigned tasks.

Property Systems, Safety & Compliance

Monitor and maintain required permits and certifications necessary for property operations, including pool, elevator, and other applicable systems. Ensure all maintenance equipment, tools, and property systems are operated safely and in accordance with company policies and applicable regulations. Ensure maintenance staff receive required new-hire safety orientation and annual safety training. Immediately report workers' compensation claims, workplace injuries, and employee incidents in accordance with company policy. Maintain a safe, clean, and well-maintained community for residents, employees, and vendors.

Vendors & Capital Projects

Assist the Community Manager with supervising and coordinating work performed by outside contractors and vendors. Monitor contractor performance and ensure work is completed properly, safely, and within established timelines. Coordinate access, scheduling, and completion of vendor repairs and property improvement projects. Review completed work and communicate any deficiencies or follow-up requirements to the appropriate parties.

Budget & Purchasing

Order maintenance supplies, materials, and equipment necessary to maintain the community. Assist the Community Manager with developing and managing the maintenance budget. Obtain required approval before placing orders for major expenses or unbudgeted items. Monitor maintenance expenditures and implement corrective actions when expenses are not aligned with budget expectations. Maintain appropriate inventory levels while controlling unnecessary or excessive spending.

Team Leadership & Development

Manage, mentor, and develop maintenance personnel to create a cohesive, accountable, and high-performing service team. Establish clear expectations and hold maintenance staff accountable for productivity, quality of work, communication, attendance, and completion of assigned tasks. Coordinate orientation and ongoing training programs for maintenance and community staff. Conduct performance reviews and provide recommendations regarding employee development, salary increases, and advancement opportunities. Manage time-off requests and scheduling for the community management team. Submit payroll accurately and timely for processing. Create maintenance staff schedules and participate in the on-call rotation for after-hours, weekend, and holiday emergencies.

Customer Service & Communication

Provide professional and responsive service to residents while addressing maintenance concerns and service requests. Communicate effectively with residents, community management, maintenance staff, vendors, and leadership. Follow up on outstanding work orders and ensure residents are kept informed regarding the status of repairs. Respond appropriately to emergency maintenance situations and take immediate action to protect residents, employees, and property assets.

EDUCATION / EXPERIENCE

Required

High school diploma or GED. Minimum of three years of general residential maintenance experience, unless promoted from within. Working knowledge of HVAC, plumbing, electrical, fire protection, and energy management systems. EPA Section 608 certification, Type II or Universal. Certified Pool Operator (CPO) certification, as required. Applicable certifications and licenses required by local, state, or other regulatory agencies. Candidates who do not currently possess required certifications must be able to obtain them within 12 months of employment. Valid driver's license, reliable transportation, and required automobile insurance. Strong communication, leadership, organizational, and customer service skills. Ability to work on-call as scheduled and work weekends, holidays, and after-hours as necessary.

PREFERRED QUALIFICATIONS

Previous maintenance supervisory or leadership experience. Experience managing a residential/multifamily maintenance team. Experience with work-order management systems and preventative maintenance programs. Strong troubleshooting and problem-solving abilities. Ability to prioritize multiple maintenance issues and effectively manage emergency situations. Strong understanding of maintenance budgets, purchasing, inventory control, and vendor management. Demonstrated ability to train, coach, and hold maintenance team members accountable.