Reports To: PROPERTY MANAGER
The purpose of this job description is to communicate the responsibilities and duties associated with the position of SERVICE MANAGER. While the following information should be considered a comprehensive description of this position, it should also be noted that some responsibilities and duties may not be specifically addressed. Every WRH employee is expected to perform any reasonable task or request that is consistent with fulfilling company objectives. Our company emphasizes a TEAM APPROACH which focuses on a spirit of cooperation, common purpose and culture of customer service. Working together as a team encourages superior performance through open communication and decision empowerment. It is imperative that you review these duties, skills and physical requirements closely and that you understand that by signing the Job Description Acknowledgement, you are verifying that you can perform all the duties, have the skills and possess the physical abilities that are necessary to perform the job as described.
JOB SUMMARY
The Service Manager is responsible for maintaining the physical integrity of the community at all times. This involves ensuring a safe and secure living environment for residents, visitors and staff. It is the Service Manager’s duty to anticipate, identify and correct any and all problems involving the property and to implement procedures that will prevent such problems. An effective program of maintenance is essential in order to:
Maintain a safe environment. Cultivate resident satisfaction.
Protect the investment of the apartment property owner.
The Service Manager is also responsible to ensure that all maintenance employees are fully trained in their job duties and WRH policies and procedures prior to them attending formal professional development courses.
WAGE/HOUR STATUS
Non‐Exempt (eligible for overtime)
DUTIES AND RESPONSIBILITIES
Conducts all business in accordance with company policies and procedures, state and federal laws; e.g., OSHA, ADA, Fair Housing laws, etc.
In conjunction with the Property Manager, the Service Manager will assist in formulation of budgets for each upcoming calendar year with regard to interior and exterior repairs and maintenance and replacement line items. The Service Manager is responsible with the Property Manager for achieving the budgeted NOI objectives approved by the Owner. This is achieved by staying within the established budget guidelines for both income and expenses each month throughout the year.
FINANCIAL
The Service Manager must obtain approval from the Property Manager prior to ordering supplies or services that would exceed the approved operating budget each month. The goal is to streamline operating expenses and use the most cost-effective replace/repair options available.
RESIDENT SERVICE/SATISFACTION
- Performs maintenance tasks personally or delegates to maintenance Oversees and occasionally inspects work performed by the maintenance team. Documents inventory used for maintenance tasks.
- Institutes and manages a system for prioritizing/handling resident service requests and preventative Corrects any maintenance situations within 24 hours when possible.
- Schedules maintenance staff to be available for emergency purposes, 24 hours a day, seven days a
PREVENTIVE MAINTENANCE/SAFETY
- Ensures all direct reports have taken the required monthly safety courses timely as assigned.
- Takes the monthly safety course as assigned.
- Maintains and communicates HAZCOM
- Keeps MSDS sheets current and readily Maintains thorough knowledge of pertinent laws, EPA and OSHA regulations governing property storage and management of hazardous materials, including solvents, flammables, caustics and refrigerants.
- Maintains constant awareness of the condition of physical property throughout the community and immediately corrects unsafe conditions; g., broken gates leading to the pool, broken steps, open holes, broken/burned out exterior lights, etc.
- Schedules and performs minor and routine maintenance on all appropriate equipment on a regular Inspects and maintains all tools in safe condition.
- Provides new maintenance employee orientation
- Ensures maintenance employees have taken required training provided by
- Provides employee training as needed of all subordinate maintenance Instills a “safety first” attitude not only with maintenance technicians but with all staff.
- Instructs staff on proper use and guidelines for using personal protective equipment (PPE).
- Performs daily safety inspections of the property and maintenance
- Performs scheduled maintenance of all equipment based on the manufacturer’s recommendation and operating
- Performs all work with the goal of keeping the property and the residents’ apartments in such condition that they will excel during agency inspections and audits.
ADMINISTRATIVE
- Maintains accurate records daily in the property management software system regarding preventive maintenance, service requests (received and completed), expenditures, apartment
Make ready status, work‐in‐progress, etc.
- Orders and maintains maintenance
- Maintains EPA required Freon log, MSDS log, Pool log, Capital Inventory Log and other logbooks as required by property
- Maintains organization of maintenance
- Coordinates pool maintenance to include cleaning and compliance with HRS
- Maintains on‐call report and log of service
GENERAL
- Diagnoses and performs minor or routine maintenance or repair involving the following on a daily
- Electrical and plumbing (including water lines).
- A/C and heating systems
- Appliances (when applicable)
- Water irrigation systems
- Stairs, gates, fences, patios,
- Tile,carpet,
- Roofing, gutters, fasteners.
- Interior/exterior
- Fireplaces, ceiling
- Gas fixtures and appliances (where applicable).
- Shutters, doors, cabinets, windows, sliding glass
- Boiler, gas and
- Door locks, O. boxes and locks.
- Security systems (where applicable).
- Water intrusion and mold
- Walls
- Pool areas, tile, hot tub/spa, pool
- Schedules make ready assignments with staff and
- Performs all work with the residents’ satisfaction in mind, with a goal to ensure scores on resident
satisfaction surveys above the industry index on move-ins, work orders, and pre-renewal surveys
- Ensures that all make‐ready repairs and services are completed correctly and on
- Monitors and schedules all maintenance
- Reports all major repairs and requisitions to the Property Manager prior to any expenditure of
- Changes apartment locks and makes replacement
- Removes and transfers heavy appliances and equipment from storage area to apartment (or vice versa) as circumstances Assists in moving abandoned furniture, appliances, etc., to dumpster when necessary.
- Maintains adequate inventory of spare parts and maintenance materials in the maintenance shop to handle most common repairs and
- Identifies all utility meter cut‐offs, apartment and fixture cut‐offs, sewer cleanouts and prepares
maps indicating same.
- Performs work area clean‐up and safety related
- Ensures that storage areas remain locked when not in
- Assists in keeping grounds neat and free of Rakes, sweeps, shovels as circumstances warrant.
- Performs any additional duties assigned by Property Manager or Regional
- Schedules and assigns all service
- Promotes You Matter culture of the company, ensuring that all personnel are aware of the importance of extending this philosophy to each other, the vendors and the residents.
- Becomes familiar with the company’s strategic goals each year, striving to accomplish the goals at the site level.
- Strives for superior customer service in all areas, including customer service within the company as well as outside the company with residents and vendors.
QUALIFICATIONS
- Must attain a minimum of 70% or greater on the Service Manager Qualification
- Position requires at least 3 years’ experience in property maintenance or equivalent Property Maintenance Craftsman (PMC) license [Duval County, Florida only], EPA Type II or Universal certification, and Certified Pool Operator (CPO) license are required. High School diploma or equivalent experience is required. Certified Apartment Maintenance Technician (CAMT) certification is preferred.
- Working knowledge of electrical systems, appliances, plumbing, carpentry, plastering, pool systems, drywall repair, painting, and
- Ability to operate small hand tools and power
- Ability to use voltmeters, am probes, hand saws, skill saws, Freon recovery machine, Freon gauges, drill motors, saber saws, pressure washer, golf carts, key machine, and pool filtering
Equipment Requirements:
- Required to wear back support belt, wear goggles when working with specific equipment, wear masks and gloves and other personal protective safety equipment as tasks
Work Hours:
- Minimum of 40 hours per Weekends as circumstances warrant; on‐call on a rotating basis and for emergencies.
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, post hole diggers
Power Tools Wrenches, grinders, sanders, drills, saws, etc.
User‐Moved Aids Wheelbarrows, dollies, hand trucks, buckets, hoists, jacks, step-ladders, full ladders, double ladders.
Mechanical Equipment Motors, pumps, compressors, blowers, electric and hand power augers, etc.
Measuring Devices Calipers, voltmeters, ohmmeters, testing meters, PH tests, gauges, etc.
PHYSICAL REQUIREMENTS
- Constant need (66% to 100% of the time) to be on
- 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
Reach Above Shoulder
Climb Ladders
Grasp/Grip/Turning
Finger Dexterity
Perform routine maintenance/repairs, stock and remove equipment, parts, etc. Perform routine maintenance/repairs
Handle tools and equipment, perform routine maintenance/repairs
Handle tools and equipment, perform routine
Writing maintenance/repairs 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, 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.
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.
DRIVING/TRAVELING REQUIREMENTS
- Frequent need (33% to 66% of the time) to utilize personal transportation to pick up replacement parts and supplies from Rotation “on call” status may occasionally require expedient travel to assigned property at moment’s notice. Pick up and deliveries to the corporate office.
- Must have valid driver’s license and automobile insurance
WORKING ENVIRONMENT
- Indoors (66% to 100% of the time). Frequently outdoors (33% to 66% of the time), all conditions, often for extended
- Occasional exposure (1% to 33% of time) to paint fumes, solvents, adhesives, Example:
Apartments during/after make‐ready.
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
- Must use appropriate safety equipment at all
- Immediately reports all unsafe conditions to Community Manager
- Must be familiar with all safety features or equipment, machinery, or materials encompassed by job
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
- This job description is intended to describe the general nature and work responsibilities of the 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 supervisors, managers or other company officials.
- This job description does not constitute an employment contract between the company and any
- 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.
