Regional Service Manager

Kettler Enterprises•Seattle, WA

14h

About The Position

Under the direction of the VP of Service Operations, the Regional Service Manager maintains, preserves, and enhances a portfolio of real estate assets to provide strong service to property managers, residents, and owners, support operational safety, and meet or exceed annual budget projections. The role develops project specifications and scopes of work, solicits bids, and implements capital expenditure (capex) projects. It ensures compliance with maintenance procedures for apartment turnovers, safety, inventory control, preventive maintenance, and hazardous materials, while supporting the professional development of on-site service team members. The manager supports Area Service Managers and on-site Service Managers with general responsibilities and emergency or disaster situations. The position serves the Seattle, Tacoma, and Olympia, Washington region and primarily supports Tax Credit/Affordable properties. The role oversees capital project planning and implementation, service operations performance, vendor contracts and budgets, property documentation, due diligence, and portfolio onboarding. It also trains, coaches, and mentors service staff; supports inspections and safety compliance; and assists with hiring recommendations for Service Manager and Service Technician positions. Other duties may be assigned.

Requirements

At least 10 years of related technical, multifamily, and multi-site residential maintenance experience.
At least 5 years of staff supervisory or management experience.
Universal CFC Certification.
Expertise in troubleshooting, plumbing, electrical work, carpentry, appliance repairs, VFDs, boilers and chillers, cooling towers, VAV boxes, blueprint reading, and HVAC systems including heat pumps, water-source heat pumps, gas/electric furnaces, and water heaters.
Strong knowledge of building systems and construction methods, including mechanical, plumbing, roofing, HVAC, electrical, and elevators in high-rise, mid-rise, and garden-style communities.
Experience with complex central plant mechanical systems, including cooling towers, heat exchangers, boilers, chillers, pumping systems, and BAS, as well as site life-safety systems such as fire panels, wet/dry sprinklers, generators, and elevator maintenance.
Outstanding computer skills, including proficiency with Microsoft Office applications such as Word, Excel, Project, and PowerPoint; Yardi; internet research; and related tools.
Strong English reading and writing skills, including experience interpreting building schematics, blueprints, design and construction documents, and writing policies.
Ability to evaluate contractor proposals for feasibility and cost reasonableness.
Outstanding interpersonal, communication, and presentation skills; ability to collaborate, build relationships, and work with maintenance employees, on-site management, property ownership, and corporate staff.
Extensive familiarity with affordable housing requirements, including HUD and REAC, and experience serving in a lead capacity for preparation and compliance.
Knowledge of property management laws and standards, including Fair Housing Laws, Landlord-Tenant Law, OSHA standards, and local and state building codes.
Strong leadership, drive, and initiative.
Strong organizational, planning, and time-management skills, including the ability to manage and prioritize multiple projects and priorities.
Ability to lead projects, manage deliverables, assemble teams, and facilitate collaboration to achieve successful outcomes.
Frequently lift or move up to 50 pounds independently and occasionally move 100 pounds or more with assistance.
Reliable transportation, an unrestricted driver's license, and insurance.
Ability to meet attendance and punctuality requirements and travel between geographically distributed work sites in the Seattle, Tacoma, and Olympia, Washington region.

Nice To Haves

Vocational or technical diploma.
Industry or technical certifications, such as HVAC or EPA certifications.
Bachelor's degree.

Responsibilities

Conduct full bi-annual community assessments and develop five-year capex budget recommendations and work plans.
Communicate anticipated capital needs and maintenance requirements in writing to inform annual budgets; prepare annual capex recommendations and cost forecasts.
Advocate for critical projects with ownership and asset management as needed.
Use project management software to develop scopes of work, prepare Requests for Proposal, solicit bids, and make award recommendations.
Partner with Procurement Contract Management to administer contracts and projects, including permits, licenses, vendor selection, and compliance.
Lead and oversee implementation of annual capex and other major projects; maintain project, warranty, and related records.
Conduct bi-annual community assessments using digital inspection tools and monitor compliance with performance standards and company policies and procedures.
Monitor preventive maintenance programs and recommend practices for efficient, proactive community upkeep.
Use digital tools to monitor service division Key Performance Indicators at portfolio and community levels.
Train, coach, and direct on-site teams to deliver service excellence.
Audit turnover procedures and recommend or ensure consistency in materials, supplies, final product, vendors, and cost reduction.
Audit and inspect storage rooms, paint rooms, central plants, maintenance shops, mechanical rooms, inventory, and operational logs, including refrigerant, appliance, carpet, boiler, and generator records.
Conduct property safety inspections with Property and Service Managers and Regional Property Managers; help resolve safety issues, audit asbestos and lead compliance, and participate in the corporate safety committee.
Support communities through County, City, HUD, VHDA, and bank inspections; prepare for inspections and ensure prompt correction of deficiencies.
Review annual inspections for fire life safety, elevators, generators, boilers, pools, and other systems to verify compliance and prompt repairs.
Ensure compliance with safety policies and procedures and use of available programs, systems, and protective equipment; promote a safety-first culture.
Assist properties with ownership requests as needed.
Monitor service vendor performance against contract expectations and provide feedback to communities, vendors, and division leadership.
Assist Regional Property Managers and on-site teams with scoping and establishing maintenance service contracts; support regional contracting initiatives.
Assist regional and on-site property staff with annual community budgets; review financial performance and recommend improvements.
Inform service vendor selection and review preferred vendors.
Maintain plan sets, operations and maintenance documents, warranties, inspection records, and other community documentation according to retention policies.
Assist in updating the Policy and Procedure Manual for service operations.
Ensure personal and portfolio team compliance with environmental certifications and requirements for refrigerants, lead-based paint, asbestos, and mold renovations or repairs.
Assist with due diligence inspections and unit walks for property acquisitions and dispositions; coordinate vendors, contractors, and consultants; and prepare findings and recommendations.
Support onboarding of new properties, including vendor setup, contracting, team training, and implementation of company policies and procedures.
Evaluate and guide training for Service Managers and service team members on turnovers, inventory control, trade skills, safety, bid specifications, software applications, and other job skills.
Interview candidates for Service Manager and Service Technician positions and provide recommendations to hiring managers.
Coach and mentor service team members and ensure adherence to company policies, procedures, and performance standards.
Attend and participate in monthly property safety meetings.
Ensure service team compliance with EPA CFC Certification requirements.
Perform other duties as assigned.