Regional Service Operations Specialist

Overview

The Regional Service Operations Specialist is responsible for supporting centralized service operations for KETTLER’s national portfolio.  Reporting directly to the department leadership, the RSOS will serve as subject matter expert for core management operations platforms, liaison between Property Operations and other internal departments, provide programmatic, procedural, and administrative support to the national Service Operations leadership team and other duties as assigned.

Responsibilities

Regional Service Operations Specalist responsibilities include supporting the following processes and department operating platforms:  Capex management, preventive maintenance, service requests, make ready, purchasing/contracts, resident experience, project management, training, policy and procedures and general administration.

• Service Department Contracting and Budgeting for capex and maintenance-related services. Serve as subject matter expert for Banner capex management software platforms, maintaining central archive of Scopes of Work, assist regional team with contract submissions to Contract Logix platform, coordinate with Procurement Department for centralized service RFPs, assist with long-term capital budgeting process, prepare financial and project reporting as requested.

• Service Department Operational Performance. Serve as subject matter expert for HappyCo maintenance service platform. Fully manage administration of digital processes and system set up for preventive maintenance inspections, work order requests and apartment make readies; support compliance with standards of service by preparing/reviewing reports, tracking trends and outliers, and recommending opportunities for improvement to department leadership.

• Semi-Annual Life Safety and Community Mechanical Safety Evaluations. Oversee management of inspection templates in HappyCo, prepare reports, and monitor compliance actions are completed.

• Due Diligence and New Community Onboarding. Support Business Development by helping coordinate Due Diligence asset inspections with regional service team and prepare post-inspection reporting. Lead new community onboarding and process setup in core maintenance systems/platforms. Support with new community contract coordination as needed.
• Maintenance Associate Training. Partner with Training department to support on-boarding and training of new maintenance associates, develop and lead operational training classes, monitor training compliance including required maintenance certifications. Serve as subject matter expert for Interplay Learning maintenance training platform and organize periodic training competitions to inspire maintenance learning.

• Resident Experience. Support excellent customer service experience by reviewing weekly reputation management reporting for service performance, partner with Property Operations and Marketing Department on targeted efforts to drive resident satisfaction and coordinate maintenance associate training as needed.

• Service Department Recordkeeping. Review and maintain maintenance and environmental documentation for all KETTLER-managed communities including building plan archives, equipment and asset inventories, O&M plans, annual inspection records for fire life safety, elevators, generators, boilers, etc.  Develop and maintain Service Department Intra-net portal to provide relevant information on Department procedures, activities and strategic partnerships.

• Provide general administrative support such as report preparation and meeting coordination.

• Monitor and adhere to applicable KETTLER policies and Procedures and ensure compliance as needed with federal, state and local laws, specifically Fair Housing regulations.

• Listens and quickly develops rapport with co-workers, associates and business partners to successfully solves problems.

• Completes repetitive administrative tasks with high attention to detail and limited mistakes.

• Reads and writes English as demonstrated by clear and concise written and verbal communications.

• Creates and delivers group presentations on function-related subject matter and writes reports in a clear, concise form.

• Frequently operates general office equipment such as, but not limited to, personal computer, telephone, photocopying machine, facsimile machine, and postage machine.

Qualifications

• Must hold a High School diploma or equivalent (GED)
• A Bachelor’s degree preferred
• A minimum of 2-5 years of multi-family or related property management experience is required.
• Equivalent experience in retail or hospitality industry will be accepted
• Working knowledge with computerized maintenance management systems (such as Yardi, HappyCo, RealPage, Leo365, etc) and/or other project management software systems required.
• Strong technical and analytical competencies are desired
• Proficiency with Microsoft Office applications such as word processing, spreadsheets, and presentations is desired

• Experiencing managing multiple on-going tasks and schedules and adherence to required deadlines is desired

• Experience performing basic arithmetic skills (measurement, addition, subtraction, multiplication, and division) in order to do basic calculations and analyses such as estimating, determining averages and percentages, and calculating totals is required

• Transporting objects of up to 25 pounds across variable distances and possesses the necessary mobility and flexibility to store and retrieve packages from shelving is a requirement of this role

• Exhibits ability to frequently stand, walk, stoop, kneel, crouch, crawl, and climb (stairs, ladders, etc.)

Physical Demands:

• Normal office environment

Working Environment:

• Normal office environment

Licenses/Certifications:

• Valid driver’s license and automobile insurance

Training:

• Satisfactory completion of Kettler’s new hire orientation within 30 days of employment or the first training session offered after employment.
• Any other applicable training assigned by the manager.