Service Manager

Specific Duties and Responsibilities

A. Service Requests

1. Manage the work order assignment and completion process to the SLA of 24-hour emergency and 72 on routine.
2. Oversee the use of Yardi for the work order process inclusive of assignments, notes, and completion on work orders.
3. Conducts quality assurance on completed work orders and follows up on negative feedback of survey results. Handles escalation from resident feedback on 100% follow up in the event work order is found to be incomplete / insufficiently completed.

B. Punch-Outs

1. Coordinates the turnkey process for vacant units using preferred vendors and ensures timely completion within the prescribed turn time established in the maintenance guide.
2. Utilizes the Make Ready Dashboard in Yardi to manage turnkey process.
3. Ensures that a Market Ready Punch-Out List is filled out for each unit punched and given to the Community Manager. Ensure all corresponding work orders are closed out with punch.
4. Schedules turnkey services including painters, cleaners, flooring etc.
5. Perform pre inspection walk with Assistant Manager 45 days prior to scheduled move out date.

C. Curb Appeal

1. Ensures that the property is always free of trash, and that all dumpsters and compactor areas are free of visible trash in and around the community.
2. Ensures flowers and plants are watered.
3. Coordinates with landscaping vendor for routine and seasonal services.

D. Preventative Maintenance

1. Perform preventive and routine maintenance tasks following maintenance plan and inspection schedule established for community. Adheres to program schedule.
2. Conducts periodic unit inspections through use of the mobile devices.

E. Maintenance Shop Standards

1. Ensures shop is clean and organized at all times per the policy.
2. Manage Inventory as detailed in the standardization guide.

F. Maintenance Purchasing

1. Uses exclusively the vendors listed in the "Approved Vendors List". Work in conjunction with the Community Manager to ensure vendors that are utilized are approved vendors.
2. Utilizes Lead Service tech to address inventory controls and purchase orders.
3. Works with the Community Manager on maintenance budget categories in order to manage expenditures.
4. Fully adheres to the purchase order policy when placing orders for goods and services, including adherence to approved operating budget.

G. Manage Service Personnel

1. Recruit, train, and develop associates.
2. Motivate by giving consistent constructive feedback, modeling positive behavior and performance, and by recognizing and rewarding exceptional results.
3. Schedules work of service technicians, punch techs groundskeeper/porters, and housekeepers.
4. Conducts Performance Evaluations with the On-Site Property Manager.
5. Recommend for Hires and terminates staff with the Community Manager. Assists with recruiting, interviewing, and onboarding staff.
6. Administers disciplinary action with Community Manager, according to
7. Coordinates "Emergency On-Call" for the property. Serves in the On Call rotation as necessary.
8. Provides back-up support for individuals sharing in the emergency On-Call rotation.

H. "Emergency On-Call"

1. Shares in "Emergency On-Call" as necessary. This requires 24-hour availability during the "on-call" period.
2. Respond to all emergency calls within one hour of receipt and take the necessary action to complete the needed repair in compliance with maintenance policies and procedures.
3. Enter Work Order in Yardi on all emergency calls received.

I. General Duties

1. This is a hands-on position requiring a share of completing service requests, punch-outs, etc. The Service Supervisors shall share in "Emergency On-Call" requiring 24- hour availability during the "On-Call" period. Additionally, they may be requested to help at other properties including "On-Call".
2. Helps perform legal evictions of residents supervised by the county marshal as requested. May be required to help move residents' furniture and personal belongings during any evictions.
3. Occasional duties outside of the routine work may be assigned by Regional Manager, Asset Preservation or Community Manager.
4. Provide additional services during times of inspections.

J. Inspections

1. Take lead on all REAC, Lender, State and Authority inspections. Ensure property compliance prior to inspection and comply with necessary time frames for repair on any deficiencies noted in inspection. Inclusive of coordinating vendors and schedules prior to inspection.
2. Responsible for communicating with Regional Management and Asset Preservation and Community Manager on inspection preparedness.

K. Internal Policies

1. Follow and adhere to all company policies including Life/Safety, Mold and Mildew, Uniforms, Bedbugs etc.
2. Adhere to the handheld telephone policy and ensure phone is charged and operational daily.

Experience/Qualifications

A. Previous Work Experience

1. Prefer a minimum of three years of experience in apartment maintenance.
2. Supervision experience in a similar or related field if he/she will be supervising personnel.
3. Experience in dealing with customers or the general public.

B. Education/Training

1. Must be certified Universal or Type I and II for refrigerant recovery.
2. Trade school courses in HVAC, electricity, plumbing, etc., preferred.
3. High School Diploma or GED.
4. Good writing skills required for filling out work orders.
5. Basic computer skills inclusive of email, smart phones, web browsing, excel and word documents.

C. Physical/Health/Schedule

1. General good health with the ability to climb ladders, enter attics, move appliances, and perform other normal activities associated with apartment maintenance.
2. Personal grooming, dress, and appearances in keeping with normal expectations for maintenance professionals.
3. Can assist Community Manager and/or Assistant Manager in all duties, which he/she may be assigned which may include flex hours outside of published office hours.

D. Testing/Certification

1. Must pass the IPM Maintenance Test with a minimum score of 70%.
2. HVAC certification required/3. EPA certification preferred.
3. Must have a valid state issued Driver's License.

E. Continuing Education

1. Successful completion of all in-house training programs related to the service level as defined in the IPM Management Service Polices and Procedures manual.

Employment Eligibility Verification Must possess valid documentation to establish identity and U.S. employment eligibility. Submission to, and ability to pass, a thorough pre-employment background check and drug screening is a requirement for employment.

The Integral Group is an Equal Opportunity Employer As an equal opportunity employer, The Integral Group recognizes that our strength lies in our people. We are committed to diversity.