Service Manager – JOB DESCRIPTION
Reports to: Community Manager
I. BASIC FUNCTION
A. Responsible for maintaining physical condition of entire community, under direction of the Community Manager.
B. Assist Community Manager in performing his or her duties.
C. Ensure team compliance with company policies and procedures. Ensure team performance of duties on a timely basis.
D. Ensure management of community is in accordance with Fair Housing laws.
E. Adhere to all local/state/county and federal laws and comply with company policies and procedures.
F. Work within OSHA and Benchmark safety policies, ensuring safety is maintained at all times.
G. Hire, train, supervise, motivate and serve as a role model to on-site service team.
H. Has authority and responsibility to perform the functions and tasks described in this Job Description.
I. Read, understand and refer to manuals at all times.
J. Ensure constant compliance of safety practices and adherence to all.
K. Understands and is willing to comply with on-call policy and emergency response needs.
L. Ensure completion and appropriate response for zone inspections.
M. Work in conjunction with Community Manager on developing Hug-a-Building program and ensuring timely completion.
N. Assist in inventory control of all equipment and supplies.
O. Use, store and maintain tools and equipment in a safe manner according to Benchmark policies.
P. Use, store and secure chemicals according to SDS and Benchmark policies.
Q. Thorough knowledge of Management Software. Completes all required training and embraces optional training.
II. ADMINISTRATIVE
A. General
1. Meet deadlines while meeting quality requirements.
2. Demonstrate good judgement and decision making skills.
3. Effective oral and written communication skills as well as good listening skills.
4. Open to learning and constructive criticism. Takes ownership of mistakes.
5. Reliable and can work with minimal supervision.
III. RESPONSIBLITIES
Duties listed below are not all inclusive; however, they are indicative of the type of activities normally performed by the Service Manager. All duties to be completed thoroughly and timely.
A. Duties
1. Prioritize service requests according to degree of emergency/urgency.
2. Establish daily work schedules for service team and ensure tasks are matched to skill set.
3. Follow up on work assignments for efficient and thorough completion.
4. Ensure the completion of all service requests is recorded into Management Software.
5. Review service request history for recurring trends and develop solutions/recommendations.
6. Establish emergency maintenance on-call schedule, and post and distribute emergency telephone numbers. Notify team and answering service of on-call schedule.
7. Maintain Management Software inventory of equipment, tools, and asset stock supplies, and ensure all applicable equipment is asset tagged and entered into Management Software.
8. Insure PO’s are entered and approved prior to scheduling services or purchasing supplies.
9. Make management-approved applicable purchases of supplies, equipment, and services.
10. Perform daily inspections of the entire community.
11. Notify management of maintenance problems and recommend solutions.
12. Responsible for preparing and maintaining all maintenance-related records.
13. Work in conjunction with Community Manager to prepare annual budget as well as addressing monthly variances of existing budget.
14. Meet with Community Manager on daily basis to report on status of all scheduled work.
15. Make recommendations for contract services and supervise contract maintenance workers;
16. Follow preventative maintenance schedule.
17. Maintain appliances, equipment and furnishings as assets in Management Software.
18. Know current condition of all vacant apartments.
19. Keep workshop and/or utility room clean, orderly, and safe according to established OSHA standards and Benchmark policies.
20. Ensure that all locks are rekeyed after resident move-out.
21. Maintain SDS book(s), EPA logs and pool logs.
22. Maintain warranty paperwork for appliances, etc.
23. Ensure all make-ready apartments are completed as required per Make Ready Punch List, Management Software and manual.
24. Complete utilization of Management Software including use of make ready board.
25. Ensure all emergency service requests are completed immediately and all non-emergency service requests are completed within 24 hours, whenever possible.
26. Require all team members to review and follow the OSHA guidelines.
27. Ensure adequate inventory of maintenance supplies and parts is maintained.
28. Report all community/resident policy violations to Community Manager.
29. Display thorough knowledge of electric, water, and gas turnoffs, clean out traps, fire extinguishers and fire hydrants.
30. Assist in all aspects of the community’s maintenance, including grounds, custodial, preventative, corrective, deferred, and emergency maintenance.
31. Set scope, complete contracts, accept work and approve invoices for maintenance suppliers and vendors.
32. If a HUD insured asset, ensure all team members have a thorough understanding of REAC expectations and look for them in all that they do.
B. Employee Development
1. Hands on demonstration and training for service team members.
2. Hire, train and mentor all new and existing service team members.
3. Provide recommendations for BMU or other training for service team members.
4. Set defined goals and forms of measurement for service team members.
5. Complete formal performance reviews of service team members.
6. Work to advance all team members in skills, responsibilities, cross training and ultimate advancement.
7. Complete required training in a timely manner
C. Perform other duties as assigned by Community Manager and management team members.
IV. RELATIONSHIPS
A. Manage and supervise all members of the service team.
B. Establish and maintain professional relationships with all residents.
C. Maintain professional relationships with team members and other departments within the company.
D. Establish and maintain professional relationships with suppliers, vendors, and professionals servicing the company and/or property and the community.
E. Professionally support Management’s decisions.
F. Work to create an atmosphere of team spirit and mutual respect.
V. QUALIFICATIONS
A. High School graduate or equivalent.
B. Maintenance or skilled trade experience (minimum of three years).
C. Previous management experience including responsibility for compliance with company policies.
D. Supervisory experience and ability to train and motivate team.
E. Working knowledge of electrical systems, plumbing and carpentry.
F. Working knowledge of HVAC systems and various appliances; certifications as required to comply with federal/state/local and Benchmark policies.
G. Ability to solve problems involving equipment failure, emergency situations.
H. Exceptional safety habits.
I. Appearance, personal grooming and dress consistent with normal expectations in a business environment and Benchmark policy. Uniforms as required.
J. Good communication skills, including ability to speak and write English well enough to communicate effectively with onsite team members, residents and vendors.
K. Positive attitude, energetic, assertive, and capable role model for subordinates.
L. Demonstrate integrity on personal and professional levels.
M. Ability to interact with a wide range of people.
N. Ability and willingness to assume all duties and responsibilities for Service Technician and Grounds/Janitor.
O. Must have own transportation.
P. Willingness to continue education/professional growth.
Q. Must be able to lift and carry 50 pounds for a limited distance on occasion.
R. Must be able to complete tasks up to 2nd story of building exteriors.
S. Must be able to complete tasks in all apartment homes regardless of location.
T. General computer skills and familiarity with Microsoft Office and Outlook.
U. Must be accessible by telephone 24 hours, 7 days a week.
V. Flexible schedule – available nights and weekends.
W. Occasional travel required.
Job Type: Full-time
Pay: $25.00 - $32.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- On call
Work Location: In person
