Residential Service Manager: Field Ops & Maintenance Leader

Position SummaryThe Service Manager is a member of the Property Management team and is primarily responsible for effective and efficient management of all open service jobs and preventative maintenance for our occupied homes. This position provides leadership and daily management over an assigned area and team responsible for single-family rental homes and the residents who occupy them. Service Manager jobs may be all encompassing (internal execution, execution with vendors, execution specific to Housing Choice Program requirements) or be assigned to one of the three areas cited as a primary area of focus.Essential FunctionsDemonstrate a working knowledge of lease documents and resident rules and regulationsManage Service jobs to provide outstanding customer service and timely resolution to resident requests on occupied homesMonitor and manage response times, resident satisfaction and the overall productivity and efficiency within their portfolioReview schedules and approve third-party vendors, vendor pricing, resident charge-backs and invoices for completed workProvide technical support to service technicians to ensure proper diagnosis and repair of all service jobsEnsure that all required training is completed in a timely manner for self and all team members supervised, while administering and ensuring compliance with the technical training program for the service teamFollow-up on service orders to ensure resident satisfaction with the work completed and work to resolve issues with dissatisfied customersManage and execute semi-annual home inspection program to improve resident satisfaction, control unit turn costs and maximize average length of lease occupancyConduct other property visits for the purposes of occupancy and lease compliance checks, posting notices, coordinating utilities, eviction lockouts, etc.Comply with the Company's national procurement policy and program, while managing fleet and fleet stock accordinglyOversee vendors to ensure the best possible outcome on service requests, that residents are highly satisfied, and expenses and costs stay within stated company targets, while controlling costs by overseeing maintenance and service jobs, accurately tracking and reporting workComply with all Company applicable health and safety rules and regulations, as well as ensure all properties are compliant with local, state, and federal health and safety lawsCoordinate activities to maximize the efficiency of all processesEnsure that workplace safety standards and practices are always upheldPerformance management of personnel including reviews, career advancement path, corrective action, mentoring and performance improvement plansCommunicate effectively with Service Director and Portfolio Operations Director as well as with tenants, owners, and agencies via telephone and email regarding any issues that arise relating to HQS inspections, as neededAs needed, initially inspect, and reinspect Housing Choice Program properties (example-Section 8) annually for compliance with all applicable regulations and policies, including those of Housing and Urban Development (HUD) and the city's Housing Quality Standards (HQS) local building codes and zoning ordinances. Conduct in-person inspections/communicate with Housing Choice Program governmental representatives.Properly report deficiencies, determine who is responsible for repairs, and establish deadlines for completion of work; document findings and conduct follow-up inspections to ensure that repairs are finished by deadlineDocument, in writing, necessary work to be completed for units to meet standards and codesAs assigned, complete the necessary paperwork for newly qualified Progress Choice Homes; perform related duties and responsibilities required and as assigned for these programsBe knowledgeable of local HUD program rules and changes to ensure compliance in conjunction with the Progress centralized Housing Choices and Rental Regulations departmentDevelop and maintain positive relationships with local market team members as well as all relationships with Housing Authorities within your assigned region, under the guidance of Progress Residential's centrally based Housing Choice and Rental Regulations departmentCarry out other duties as assigned that are in the best interests of the company while being a champion for Progress Residential's Core ValuesQualifications5 or more years of experience managing service, operations and maintenance in multi-family, single-family, military housing or equivalentHigh School Diploma or equivalent requiredEPA certified to handle refrigerantsValid Driver's License requiredAvailable to work flexible hours which may include some weekends and eveningsAvailable to offer support for after-hours service technicians and/or vendorsAbility to review and understand cost estimates and scopes of work and be in tune with current labor rates in a given MSAEffective communication skills, ability to work with General and Sub-Contractors on scope, price and scheduleAbility to effectively schedule and manage multiple contractors/crews at various locations within a given geographic areaExtensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping and Irrigation Systems as they relate to residential homesUnderstanding of general IBC building codes and rental property health and safety regulationsStrong customer service skills and must be able to address customer's concerns professionallyStrong skills with MS Office products, including ExcelAbility to manage remote administrative assistanceSalesForce and/or Yardi experience strongly preferredProven record of working independently and with minor supervisionAbility to work in a fast-paced team environmentManage vendor relations, onboard new vendors, and negotiate pricingManage larger projects outside scope of subordinatesManage subordinate assigned fleet vehicles and inventoryWhat you can expect from usCompetitive Compensation – Including performance-based bonuses that reward your contributions.Comprehensive Benefits Package – Medical, dental, vision, parental leave, 401(k) with company match and more.Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and one floating holiday.Ongoing Learning and Development – Quarterly summits, town hall meetings and continuous training to support your professional growth.A Culture that Celebrates You – We believe in collaboration, recognition and having fun while doing important work.This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent's supervisor at any time based upon Company need.Employment with Progress Residential is conditional on a satisfactory background and drug screen.Progress Residential is a proud Equal Opportunity employer, m/f/d/v.J-18808-Ljbffr