Summary: 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. An effective program of maintenance is essential in order to:
- Maintain a safe environment
- Cultivate resident satisfaction
- Preserve and improve physical assets
Duties and Responsibilities
- Mechanical system repairs including plumbing, irrigation, HVAC & electrical.
- Carpentry skills (framing and finish).
- Repair and/or replace locks & smoke alarms.
- Repair and/or replace screens.
- Repair and/or replace appliances (refrigerator, washer & dryer, dishwasher, garbage disposal, range/oven, microwave oven, ventilation fans, hot water heaters, etc...)
- Roofing & siding inspection & repair.
- HVAC repairs & filter changes (must be HVAC certified).
Pest extermination (Texas- -must be certified).
- Repair and/or replace broken windows.
- Carpet and pad repair and/or replacement.
- 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...
- Maintain an impeccably organized and clean shop.
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.
- Ensure all assigned maintenance work and/or turns on vacant apartments is completed within the company standard of 7 days or 5 business days and ready for market to company standards.
- Comply with all OSHA regulations and any applicable laws regarding health, safety, or environment.
- 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.
- Maintain up to date status boards for employees and vendors use.
- Create, update, revise and/or maintain policies and/or logs for:
- Preventative Maintenance
- Street Lights
- Carpets
- Appliances
- Leaks, Mold/Moisture
- Freon Recovery & HVAC replacements
- 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.
In addition, the Service Manager must complete the following job functions:
- Budget Control & Supervision:
- Monthly Budget Variance not to exceed 3%.
- Purchase order log kept current with each new purchase order.
- Communicate variances.
- Turn cost monitoring and pricing structure.
- Evaluate utility usage and costs.
- 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.
- Assist in education and motivation of employees.
- Hold quarterly educational/motivational seminars for employees.
- Approve vendor invoices for price, quality and quantity.
- Approve subordinate employee time sheets.
- Assist in preparation of monthly staff meetings.
- Address property liability concerns with Property Manager.
- Vendor contract solicitation, review and implementation.
- Reduce turnover.
- Recommend Capital Improvements and prepare budgets for same.
- 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.
- Any task as reasonably required or requested from the Property Manager and/or Owner.
QUALIFICATIONS
- Must have at least three years experience in property maintenance or equivalent field.
- Must be able to lift 80-100 lbs on a regular basis.
- Must have a valid driver’s license and reliable transportation, pickup truck preferred.
- Must be available to assist in after-hours emergency situations.
- Must be available for night/weekend on-call duty.
- Must maintain a positive mental attitude and contribute as a “team” member.
- 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:
An employee in this position must be knowledgeable and skilled in the safe use and maintenance of the following tools:
- Hand Tools: Various wrenches, hammer, grips, saws, sledgehammer, snips, posthole diggers, etc.
- Power Tools: Wrenches, grinders, sanders, drills, saws, etc.
- 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.
- Measuring Devices: Calipers, voltmeters, ohmmeters, testing meters, PH tests, gauges, etc.
EDUCATION/TRAINING
- Certified Apartment Maintenance Technician (CAMT) desired.
PHYSICAL REQUIREMENTS
- Constant need (66% to 100% of the time) to be on feet.
- 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.
- Climb Ladders: Perform routine maintenance/repairs.
- Grasp/Grip/Turning: Handle tools and equipment, perform routine maintenance/repairs.
- Finger Dexterity: Handle tools and equipment, perform routine maintenance/repairs.
- Writing: Inventory maintenance, requisition requests, required maintenance reports.
- Lifting/Carrying (supplies, replacement parts, ladders, etc.):
- Over 150 lbs.: Rare need (less than 1% of the time).
- 75 lbs. – 150 lbs.: Occasional need (1% to 33% of the time).
- 25 lbs. – 75 lbs.: Frequent need (33% to 66% of the time).
- 1 – 25 lbs.: Constant need (66% to 100% of the time).
NOTE: Lifting and carrying of weights exceeding 50 lbs. 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.
VISION REQUIREMENTS
- 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 to see small detail when performing routine maintenance duties.
- Frequent need (33% to 60% of the time) to see things clearly beyond arm's reach (oversee assistants, observe problems throughout the property).
HEARING REQUIREMENTS
- Constant need (66% to 100% of the time) to communicate with assistants, resident staff, vendors and
residents. Must use listening skills to diagnose needed repairs, etc.
SPEAKING REQUIREMENTS
- Constant need (66% to 100% of the time) to verbally communicate with assistants, resident staff,
vendors and residents.
MENTAL/EMOTIONAL REQUIREMENTS
- Must be able to work in a fast-paced and customer service-oriented environment.
- Performs duties under pressure and meets deadlines in a timely manner.
- Works as part of a team, as well as completes assignments independently.
- Takes instructions from supervisors.
- Exercises problem-solving skills.
- Interacts with co-workers, supervisors, guests and the public in a professional and pleasant manner.
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.
- Must have valid driver's license and automobile insurance coverage.
WORKING ENVIRONMENT
- Indoors (66% to 100% of the time). Frequently outdoors (33% to 66% of the time), all conditions,
often for extended periods.
- Occasional exposure (1% to 33% of time) to paint fumes, solvents, adhesives, etc. Example:
apartments during/after make-ready.
- Frequent need (33% to 66% of the time) to work in awkward and confining positions.
REASONING DEVELOPMENT
- HIGH. 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. Must effectively convey ideas, images and goals to a diverse group of personalities.
SAFETY RESPONSIBILITIES
- Learns and complies with all company safety rules.
- 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.
- Ensure that everyone follows the safe procedure to be used for any job function.
ADDITIONAL REQUIREMENTS
- 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 is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the company. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by property manager, regional manager or other company officials.
- 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.
