Service Manager (Summit Townhomes & Shadowbrooke Village)

SUMMARY

The Service Manager is responsible for overseeing all maintenance operations, ensuring the physical condition, safety, and overall performance of the community. This position reports to the Community Manager and works closely with them to support property performance, resident satisfaction, and operational goals. The Service Manager leads and develops the maintenance team while managing vendors and resources to deliver high-quality service.

DUTIES AND RESPONSIBILITIES

Maintenance Operations & Team Leadership

• Lead and manage daily maintenance operations, including service requests, preventative maintenance, and unit turns
• Recruit, train, and develop maintenance team members to ensure strong performance and accountability
• Prioritize and assign work to ensure timely and high-quality completion
• Provide hands-on support for complex or critical repairs as needed
• Operate, maintain, and oversee the use of maintenance equipment, tools, and property vehicles as applicable*
• Promote a culture of safety, teamwork, and continuous improvement

Property Performance & Asset Management

• Partner with the Community Manager to support overall property performance, asset preservation, and operational priorities
• Develop and maintain a preventative maintenance program aligned with company standards
• Ensure completion of scheduled maintenance, inspections, and required documentation
• Conduct regular inspections to identify and address maintenance and safety issues
• Oversee unit turns to ensure timely completion and quality standards are met
• Maintain inventory, tools, and equipment to support efficient operations
• Ensure overall property condition, curb appeal, and cleanliness meet company expectations
• Ensure amenity areas, including pools and fountains, are maintained in clean and proper working condition
• Support seasonal property needs, including snow and ice removal, to maintain safe and accessible conditions

Vendor, Financial & Compliance

• Collaborate with the Community Manager on budgeting, expenses, and maintenance-related financial decisions
• Manage vendor relationships, including bidding, scheduling, and performance oversight
• Control maintenance expenses in alignment with budget requirements and approval guidelines
• Oversee purchasing and inventory processes
• Ensure compliance with company policies, OSHA guidelines, safety standards, and applicable regulations
• Lead safety efforts, including training, meetings, and adherence to safe work practices
• Safely handle and oversee the use of maintenance materials and chemicals in accordance with company standards

Resident Experience & Service Delivery

• Ensure timely completion of service requests with a focus on quality, professionalism, and courteous service to residents, customers, and team members
• Maintain consistent communication with the Community Manager regarding service issues, property conditions, and operational needs
• Communicate effectively with residents regarding maintenance activities and updates
• Support resident satisfaction through responsive service and follow-up
• Oversee on-call operations and ensure timely response to after-hours emergencies
• Coordinate emergency situations and communicate with team members and vendors as needed

QUALIFICATIONS

• Strong mechanical aptitude including HVAC, electrical, plumbing, and general maintenance
• Previous experience leading a maintenance team preferred
• Good communication skills, including negotiating bids with vendors on project repairs
• Willingness to be on call and carry a cell phone
• Ability to respond and be recalled to the property anytime day or night
• Must be willing to adjust work schedule to complete major project assignments
• Valid driver’s license and reliable transportation
• EPA Type I & II Certification or EPA Universal Certification required
• CPO certification required for properties with pools
• Ability to be on-call and respond to emergencies

PHYSICAL REQUIREMENTS

• Ability to perform the physical demands of the role, including lifting, carrying, and working in various positions and environments, with or without reasonable accommodation
• Ability to work indoors and outdoors in varying conditions and navigate all areas of the community
• At properties that use golf carts, this position is designated as a safety-sensitive position in which a person operating the golf carts must not be under the influence of alcohol or drugs as it may constitute a threat to health or safety in which a lapse of attention could result in injury, illness, or death.

Benefits:

• 401(k) with company match
• Medical, dental, and vision insurance
• Company-paid life insurance
• Employee Assistance Program (EAP) for you and your household
• Generous PTO plan with flexible use for vacation, sick time, and personal needs
• Paid holidays early close days throughout the year
• Birthday time off to celebrate your day
• Parental leave
• Ongoing training and development opportunities, including support for relevant industry certifications
• Apartment Rental Discount