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Service Manager

The Donaldson Group Odenton, MD Full-Time
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Experienced Service Manager needed for a residential apartment community located in Odenton, MD.  Must be skilled at carpentry, appliance repair, HAVC, plumbing, electrical, oversee  contractors, inventory control, and handle all aspects of day to day operations.  Three (3) years related experience and/or training in residential property management is required.  Computer literacy is essential.  The Donaldson Group believes in a drug free work environment, therefore a drug screen will be required.   
Job Description
Job Title:        Service Manager
Reports To:    Property Manager
FLSA Status: Non-Exempt
The Service Manager reports directly to the Property Manager.
The Service Manager directs the activities of all maintenance personnel in accordance with the Property Manager’s instructions and guidelines.
Customer Service
  • Keep the Donaldson Group Promise, providing the best possible customer experience for clients, residents, vendors, internal associates, etc.
  • Conduct all business in adherence to Fair Housing Law.
  • Monitor maintenance requests and execute service calls promptly and professionally.
  • Complete tasks in a prompt and professional manner.
  • Communicate with, listen and respond to co-workers and customers.
  • Greet prospects, residents, vendors and all customers utilizing excellent customer service.
  • Build and maintain a positive rapport with residents.
  • Lead by example, motivating the entire team to keep the Donaldson Group Promise.
  • Ensure that proper care is taken in a resident’s apartment, including clean up and notification of repair.
  • Be available for after-hours maintenance service as needed.
  • Respond to resident complaints as directed by the Property Manager.
  • Assist the Property Manager with planning and execution of resident events.
  • Take advantage of opportunities to go above and beyond for all customers.
Employee Management
  • Lead by example, motivating the entire team to keep the Donaldson Group Promise.
  • Supervise, train, coach and schedule all maintenance team members.
  • Ensure maintenance team members have necessary safety and skills training.
  • Establish goals for the maintenance department.
  • Conduct daily staff meetings to review goals, objectives, and team assignments; lead problem solving sessions as needed.
  • Regularly inspect work of maintenance staff for quality control purposes.
  • Ensure adequate property coverage during and after business hours (on-call).
  • Assign work orders to staff and/or contractors as needed.
  • Assist Property Manager with maintenance employee disciplinary issues.
  • Assist Property Manager with maintenance employee evaluations and recommendations for salary increases.
Maintenance of Physical Asset
  • Maximize the value of the property with systemized operations.
  • Maintain the physical appearance, curb appeal and upkeep of the property.
  • Oversee all maintenance projects and repairs.
  • Work closely with contractors and vendors to remain up-to-date on all prices, equipment and services.
  • Obtain approval as needed from the Property Manager for all services, parts and supplies to be ordered.
  • Promptly relay resident damage information to Property Manager for billing.
  • Perform and/or supervise electrical maintenance/repairs/replacements such as wiring, appliances, fixtures, switches, outlets, circuits, etc.
  • Perform and/or supervise plumbing maintenance/repairs/replacements such as clearing stoppages, replacing fittings and pipe, and repairing disposals.
  • Perform and/or supervise appliance maintenance/repairs/replacements on refrigerators, ranges, dishwashers, washing machines, dryers, microwaves, etc.
  • Perform and/or supervise carpentry repairs/replacements including locks, door knobs, concrete, baseboards, flooring and subflooring, tiling, cabinets, countertops, caulking, windows, doors, shelving, and glass, etc.
  • Diagnose and correct air conditioning and heating deficiencies.
  • Perform and/or supervise the turnover of apartments in a timely manner.
  • Assist in custodial work (sweeping, mopping, etc.) as needed.
  • Contract for, and assist with, extermination services as needed.
  • Perform minor painting and drywall repairs.
  • Maintain all property equipment related to maintenance activities including vehicles.
  • Maintain tagging and towing of illegally parked or abandoned vehicles.
  • Maximize curb appeal by maintaining flower beds, shrubbery, sidewalks, parking lots, fencing, trash enclosures, etc.
  • Maintain the cleanliness, safety and appearance of all public areas of the buildings, such as lobbies, hallways, restrooms, stairwells, elevators, etc. as directed.
  • Maintain the cleanliness, safety and appearance of all resident common areas such as the community room, kitchen, fitness center, locker room, pool house, business center, laundry rooms, trash disposal rooms, etc. as directed.
  • Assist in and/or supervise evictions.
  • Read utility meters as needed.
  • Assist the Property Manager with special projects as requested and complete other duties as assigned.
Safety, Compliance & Emergency Planning
  • Ensure adherence to federal, state, local and company policies.
  • Meet OSHA safety standards, by maintaining:
    • SDS Book and adhering to “Right to Know” standards.
    • First aid kit and eye wash stations.
    • Availability & functionality of Personal Protective Equipment (PPE).
    • Lock-out/tag-out kit.
    • Other safety programs, training, and equipment as assigned.
  • Know and document location of all utility shut-offs, fixture shut-offs, and sewer clean-outs.
  • Test emergency equipment (ex: Generators, Fire Equipment) regularly.
  • Ensure prompt correction of lighting deficiencies in common areas.
  • Maintain the shop and storage areas in a clean, safe, and organized manner.
  • Perform semi-annual Carbon monoxide (CO) readings on gas heater units to ensure safe levels.
  • Arrange and prepare for annual inspection of fire safety equipment.
  • Arrange and prepare for annual elevator inspections.
  • Assist in ensuring that key control measures are strictly followed.
  • Ensure prompt removal of snow from all designated areas.
  • Be available after hours for emergency and crisis situations.
Planning & Inspection
  • Maintain adequate inventory levels in accordance with budget, storage and need.
  • Pre-inspect all units on notice to vacate for turnover scheduling purposes as needed.
  • Develop and oversee a preventative maintenance program in conjunction with the Property Manager.
  • Maintain preventative maintenance logs.
  • Report major work needed to the Property Manager.
  • Conduct weekly site inspections with Property Manager.
  • Make property ready for and participate in Spring/Fall owner inspections with the Property Manager.
  • Inspect each turnover apartment to confirm quality of work meets company standards.
  • Assist in documenting and photographing resident damage during pre-move out and post-move out inspections.
  • Perform or supervise and document weekly common area light inspection.
  • Perform and record bi-annual apartment inspections.
    • Inspect HVAC units & closets, recording condition and changing filters; schedule repairs and/or cleaning as needed.
    • Check smoke/CO detectors.
    • Look for plumbing leaks and schedule repairs as needed.
    • Perform other preventative maintenance checks specific to property (in-unit water heater, balcony, etc.)
  • Assist in the creation of the annual budget.
  • Assist in the creation of the capital improvement plan.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A high school diploma or General Education Degree (GED) and a minimum of three years related experience and/or training in residential property management is required.  Supervisory experience is preferred.  Experience in HVAC repair, appliance repair, plumbing, electrical and general maintenance is required.  The ability to manage multiple tasks in a fast-paced environment is crucial. A professional appearance and demeanor are a must.
HVAC Certification is required. The National Housing Association’s Certified Apartment Maintenance Technician (CAMT) designation is preferred. 


Excellent written and verbal communication skills are required.  The ability to read and interpret documents and write routine reports is needed.  The ability to give clear direction to subordinates and to speak effectively before groups of residents, management, or ownership is needed.
Outstanding interpersonal skills are needed.  The ability to solve practical problems and employ rational decision making skills and common sense is a must.  The ability to think and react quickly where only limited standardization or direction exists is crucial.  Staying calm and thinking clearly while handling high pressure, emergency or crisis situations is required.
Mathematical skills, including the ability to effectively compute units of money, weight, measurement, volume and distance is necessary.
Computer literacy is required.  Knowledge of Windows based software, such as Microsoft Word and Excel is preferred.  Knowledge of MRI and other accounting/property management software is beneficial.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
While performing the duties of this job, the employee is frequently required to stand, walk around the grounds and through buildings, climb stairs, use his or her hands and reach in order to perform repairs or work with tools and/or other equipment.  The employee must occasionally lift and/or move up to 50 pounds unassisted.  The employee must also occasionally climb a 40-foot ladder.

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