Service Manager

The Service Manager is responsible for overseeing the physical maintenance and condition of the community, including all buildings, grounds, and equipment. This role ensures the successful completion of maintenance requests, preventive maintenance programs, capital projects, and unit turnovers. The Service Manager leads the maintenance team, upholds safety standards, and ensures all work is completed efficiently, on schedule, and in compliance with company policies and local regulations.

• Supervise, train, and develop all maintenance staff, including Assistant Service Managers, Technicians, and Porters.
• Conduct daily maintenance briefings and assign work orders and priorities based on urgency.
• Perform daily quality control inspections to ensure all maintenance work meets company standards.
• Maintain team productivity above 90% work order completion rate per week.
• Ensure emergency and on-call procedures are clearly communicated and followed by all team members.

• Oversee completion of service requests within company timelines:
• • Emergency work orders: Completed within 2 hours.
  • Non-emergency work orders: Completed within 48 hours.
• Manage the make-ready process to ensure vacant apartments are turned within 5 business days or less.
• Conduct regular inspections of building systems, roofs, grounds, and amenities to maintain functionality and aesthetics.
• Ensure maintenance shop, tools, and equipment are clean, organized, and in good working condition.
• Manage vendor relationships and ensure all contractors meet insurance and performance requirements.

• Develop and maintain a preventive maintenance schedule for HVAC, plumbing, electrical, and common area systems.
• Ensure all property systems (fire alarms, sprinklers, boilers, elevators, etc.) meet weekly inspection and maintenance standards.
• Enforce company safety policies and OSHA compliance; conduct monthly safety meetings and maintain related documentation.
• Maintain zero preventable safety incidents and report all incidents promptly to management.

• Manage maintenance expenses and inventory within approved budgets.
• Monitor and approve purchase orders for supplies, parts, and vendor services.
• Maintain accurate records of inventory, ensuring proper cost control and accountability.
• Support the Community Manager and Area Manager in developing and tracking maintenance-related budgets and forecasts.

• Communicate professionally and courteously with residents, ensuring all maintenance issues are resolved promptly.
• Maintain resident maintenance satisfaction scores of 80% or higher.
• Coordinate maintenance-related resident communications, including notices for scheduled work or inspections.
• Assist in maintaining positive resident relationships to support retention goals.

• High school diploma or equivalent required; technical or trade school certification preferred.
• Minimum of five years of maintenance experience in multifamily or commercial property management, including supervisory experience.
• Strong working knowledge of HVAC, electrical, plumbing, and appliance repair.
• EPA Type II or Universal Certification required; HVAC certification preferred.
• Valid driver’s license and reliable transportation required.
• Proficiency in maintenance management software (Yardi Maintenance and EliseAI preferred).