Regional Service Manager - BHH - Humphrey Management

POSITION TITLE: Regional Service Manager

POSITION SUMMARY: The Regional Service Manager's responsibilities include, but are not limited to, oversight of the physical aspects of the communities in conjunction with the Service Manager/Service Tech performance of the assigned communities.

REPORTS TO: Director of Maintenance (DOM)

The essential functions of the Regional Service Manger are as follows:

• Projects a professional image in all aspects of work performance, which includes, but is not limited to personal habits, demeanor, and attire. Meets company standards on conduct, attendance, etc. Models Mission and Foundations.
• Set unit turnover standards for portfolio. Ensure turnovers are occurring in prescribed timeframe.
• Develop standard specifications for paint, flooring, appliances, landscaping, trash, exterminating, etc. Negotiate group contracts for specified products and services. Ensure preferred contractors are being utilized.
• Initially, conduct 100% unit walks with CM and maintenance team to identify issues, determine training needs and set standards.
  • Evaluate and update current PM schedule as a result of unit walks.
  • Confirm if PM schedule and completion is documented correctly in Real Page.
  • Then monitor PM adherence and completion.
• Assures the Service Team is completing service requests, as per policy. Monitor assigned communities maintenance requests for trends and training opportunities.
• Interviews SM and ST candidates with the CM for possible 2nd interview with DOM (applies to SM candidates only).
• Performs New Hire Service Manager (SM) training and orientation.
• Trains and coaches Service Managers and Service Techs (ST) on responsibilities and related processes in a community setting.
• Conducts assessments of SM and Service Team job performance and develops action plan with DOM.
• Assists SM in developing maintenance budget needs. Review contract logs and contracts to evaluate appropriateness. Ensure asset inventories are up to date and complete for use in budget preparation.
• Assists SM to develop capital expenditure items for upcoming year.
• Develops scopes of work for capital expenditure and obtain competitive bids.
• Performs pre-bid and pre-construction meetings with contractors. Monitors capital expenditure projects.
• Assists in REAC and/or lender inspection compliancy. Develops needs assessment prior to REAC inspection.

In order for the Regional Service Manager to perform their oversight responsibilities, they must understand and be able to perform SM responsibilities. The Regional Service Manager should have at least 3-5 years of experience as a Service Manager in both single and multisite settings. The Regional Service Manager will review and learn related Humphrey Management policy and procedures and be able to provide guidance to the maintenance team through the SM and CM.

See Position Description for a Service Manager below.

QUALIFICATIONS

Education & Experience Requirements

At least two year related experience and/or training; or equivalent combination of education and experience required. HVAC, electrical, plumbing certifications highly preferred. Ability to communicate with residents and staff. Must be able to read, construct simple written sentences and uses units of weight measurement, volume, and distance necessary.

Service Manager Responsibilities:

• The Service Manager is responsible for the physical conditions of the property and to protect the Owners asset. If unfamiliar with specific systems, the Service Manager is expected to resource any/all applicable information or contact the service provider (if applicable) for on-site review and walk through to explain system function and emergency response. Resources sister community teams, DOM, or obtains additional education from other sources to investigate to better understand and resolve any technical issues beyond the SM or ST skills.
• The Service Manager is responsible for all buildings, residential units and systems at his/her community. The SM is responsible for performing PM as set forth in the policy of quarterly, monthly, annually. The SM is responsible to protect, preserve, and enhance the community. Establishing the needs of the community will prevent future liability and unbudgeted costs to the Owner. Adheres to an established PM program in place and to enable the community to obtain adequate supply stock necessary for its upkeep and its' future needs.
• The Service Manager is responsible to maintain a stock/inventory of supplies commonly used at the facilities. Having sufficient supplies on site increases the Customer Service Commitments and efficiency in repairing items noted either by the resident call-in tickets or tickets generated by PM Inspections. Parts/supplies are to be ordered monthly with minimum supplies resourced from non - approved vendors and to avoid frequent trips to obtain supplies from local hardware stores creating multiple invoicing and higher per item expense.

• Service tickets are to be responded to within 24 hours. This means either the work is physically addressed or the resident is called/notified of noncompletion and scheduled completion. The SM follows up to make sure the work was completed.
• The Service Manager is responsible for his/her maintenance team. Each team member should be hired after interviewing with the CM, SM, assessment test administered and passed. Once approved through the hiring process, the SM monitors employees' performance (whether newly hired, or tenured) on a regular basis. The SM inspects employees' work performance to ensure quality results. The SM is responsible for administering the service requests to the team based on receipt, urgency, and technical ability of the team member.
• If service employee is not performing quality work, the SM will note the concerns and, from Coaching, set the expectations with the employee so he/she understands those expectations for the future. If the employee does not improve their performance, the SM should take further actions documenting observations in writing to be submitted in file and further follow up. Human Resources should be consulted in all communications, verbal and written, for possible future disciplinary actions.
• The SM should meet regularly and be in frequent communication with the CM. Understanding expectations and policies of Humphrey Management is paramount in running an efficient community. Communicating the status of the property is with service request, vacant turnovers, emergency items, preventive maintenance, physical conditions, and government/local inspections. Units that have been noted to have deficiencies noted by local inspections are to be completed within the allotted time frame of reinspection. Abatements are not acceptable.
• Performs other duties as assigned or necessary.