Service Manager - FirstKey Homes

SUMMARY OF RESPONSIBILITIES

The Service Manager will lead all Service Technicians in their assigned FirstKey Homes markets. Up to 25% Travel may be necessary as the assigned markets may be in different cities. This role will ensure that resident service requests are completed correctly, timely and with quality. The Service Manager will demonstrate and lead a team that provides exceptional customer service

ESSENTIAL DUTIES

• Manage the Service Department to provide outstanding customer service and timely resolution to resident requests and home issues.

• Oversee Service Technicians and vendors to ensure the best possible outcome on service requests, residents are highly satisfied, and expenses stay within stated company targets.
• Monitor and manage response times, resident satisfaction and the overall productivity and efficiency of Service Technicians and vendors within their portfolio.
• Oversee the daily call assignments and logistics for their team. 
• Review requests to use third party vendors and approves when appropriate.  Review vendor pricing and approve invoices for completed work.

• Train team on newly developed processes and procedures. Educate and promote property repair best practices.  Coordinate skills and trade-based training for associates as needed.

• Monitor cost control of service orders and ensure that all maintenance related tasks stay within budget. 

• Help answer Service Technicians technical questions and concerns.

• Follow-up on service orders to ensure resident satisfaction with the work completed and resolves issues with dissatisfied customers.
• Track work orders and report accurate updates.

• Comply with all applicable health and safety rules and regulations, as well as ensures all properties are compliant with local, state and federal health and safety laws.

• Coordinate activities to maximize the efficiency of all processes.
• Supervise staff, set goals and hold associates and vendors accountable for results.
• Develop team members and identify areas of succession planning for team members.
• Ensure associates have goals and receive regular feedback on their performance.
• Track employee training and ensure required training is completed in a timely manner.
• Oversee performance management of personnel which includes: performance reviews, creating corrective actions, mentoring, development and performance improvement plans.
• Reinforce workplace safety standards and practices, to create a culture where safety is upheld.

• This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent's manager at any time based upon Company need.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS

• Primarily working indoors, office environment.
• May sit for several hours at a time.
• Prolonged exposure to computer screens.
• Repetitive use of hands to operate computers, printers, and copiers.
• Field work and hands on training with direct reports
• Work flexible hours which may include weekends and evenings to meet resident needs.
• Up to 25% Travel required based on the assignment of your markets

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma or equivalence
• Minimum 6 years of progressive construction management experience
• High proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Experience with reviewing and understanding cost estimates and scopes of work
• Experience managing multiple contractors/crews at various locations within a given geographic area
• Experience in a supervisory or leadership role 

PREFERRED EDUCATION AND EXPERIENCE

• Experience with residential property management or residential construction

• Experience using Yardi or similar property management program
• Experience working in a fast paced, high-growth company

REQUIRED KNOWLEDGE

• Building and Construction — Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.
• Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

REQUIRED SKILLS

• Active Listening— Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking— Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Complex Problem Solving— Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Operations Analysis— Analyzing needs and product requirements to create a design.
• Judgment and Decision Making— Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Management of Personnel Resources— Motivating, developing, and directing people as they work, identifying the best people for the job.
• Management of Financial Resources— Determining how money will be spent to get the work done, and accounting for these expenditures.
• Time Management— Managing one's own time and the time of others.
• Monitoring— Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Negotiation— Bringing others together and trying to reconcile differences.

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