Regional Service Manager

Prime Residential Property Management LP•San Diego, CA

1d•$120,546 - $133,940•Hybrid

About The Position

Our Regional Service Manager leads the short- and long-term maintenance objectives of their portfolio of assets, supporting and indirectly supervising a unified team of Service Managers to help ensure that the physical condition and capital needs of the communities are achieved. As a Regional Service Manager, we count on you to set an example and be the standard bearer of consistent servant leadership, a mentor, teacher and champion of safety, and possessing an intense focus on the customer experience at our communities. You also leave no stones unturned as a bedrock regularly ensuring our service team members’ adherence to Prime Residential’s standards of excellence as it relates to cleanliness, appearance, safety, and overall functionality within our communities. Our Regional Service Managers contribute a broad range of experience, skills, aptitude, business acumen and an unwavering commitment to help with leading a function that is critical to the continued success of Prime Residential’s portfolio.

Requirements

Expansive leadership and communication skills with a demonstrated ability to organize, motivate, lead and coach/teach others.
Expert understanding of property financials and an analytical, problem solving and decision-making process that treats each asset like it is a profit center.
Strong business acumen, with ability to prioritize, delegate, and execute competing tasks.
Superior proficiency with customer service and communication skills highlighting the ability to interact with residents, clients and associates calmly and professionally while resolving customer concerns.
Comfort and experience communicating with and working with other internal departments as well as executive leadership.
Expert ability to apply principles of logical thinking to define and correct problems.
4+ years of related experience.
A demonstrated track record of building and delivering training modules, identifying team member abilities, and reinforcing overall employee development.
Proficiency in MS Office (Word, Excel, Outlook, Teams), RealPage/OneSite or other property management software.
A valid driver’s license for the purpose of operating a community vehicle and/or golf cart.

Nice To Haves

HVAC Certification is preferred.
Multi-Family housing experience is preferred.

Responsibilities

Through mentorship and coaching, help develop bench strength of Service Managers with strong focus on leadership skills, communication skills, technical knowledge of building and mechanical components, time management, and people management.
Work in direct partnership with Service Managers to achieve efficient scheduling and completion of work orders, “make-ready” process, and ensure that physical appearance of grounds, common areas, and amenities are kept neat, clean, and aesthetically always appealing.
Identify performance gaps within the extended service team and communicate these findings with the Service Manager and Community Director.
Assist in responding to and resolving escalated employee and resident issues.
Conduct regularly occurring meetings dedicated to continuing education, policy changes, and motivational touch bases.
Partner with Community Director and Service Manager in hiring and retaining exceptional service personnel.
Prioritize and provide ad hoc support to communities within assigned portfolio.
Conduct regular visits to each assigned community within assigned portfolio to check on and in support of service teams.
Huddle regularly with Service Managers, Community Directors and/or Regional Managers to determine which communities need support—particularly with completion of make readies and service requests.
Partner with Regional Manager to regularly monitor and audit service teams’ adherence to service operating standards and procedures.
Regularly analyze service and capital replacement expenses for each assigned community.
Works in tandem with Regional Manager in preparing annual operating and capital budgets.
Work regularly and often to negotiate and improve vendor pricing and maximize vended services from service contracts.
Maintain vigilance over physical property condition and correct or report any unsafe conditions and/or potential hazards (i.e., broken gates leading to pools, broken steps, open holes, broken/burned out exterior lights).
Perform regular inspections of community to measure quality and adherence to company standards of excellence regarding service success metrics, overall condition of property, curb appeal, and vacant units.
Attend all required and recommended training, and ensure compliance of all training requirements posted in Prime’s internal learning management system.
Understand and adhere to all federal, state, and local laws pertaining to employment, Fair Housing, and landlord/tenant laws, as well as company policies regarding general operations and employee actions and behaviors.
Physically inspect community while on grounds, pick up litter, enter work orders, and report any risks or service needs to your direct line supervisor.
Any other tasks as deemed necessary by your direct line supervisor.
Ensures that tools for new hires are ordered in a timely manner and on site prior to or on the day of a new hires start date.
Uses good judgement and Prime’s standards to determine when necessary, whether to give counsel to a Service Manager on whether to repair or replace parts.
Maintains excellent condition of tools, maintenance shop, golf carts, and other inventory.
Regularly monitor and audit the adequacy of inventory on hand for spare parts and maintenance materials to handle most common repairs and situations.
Assist with scheduling and/or performing routine preventative maintenance on all appropriate equipment on a regular basis.
Regularly monitor and audit on-site service teams maintaining excellent condition of tools, maintenance shop, golf carts, and other inventory.
Report all major repairs to the Community Director and Regional Service Manager prior to any expenditure of funds.
Participate in on-site team safety meetings and provide relevant updates to staff to keep all consistently well informed.
Periodically host portfolio wide meetings to provide broader safety updates to service team members, answer questions, and/or provide “spot” training.
Monitor compliance to company safety meeting standards and ensure that Safety Data Sheets (SDS) are available to staff.
Regularly audit maintenance shops and areas used as storage by service teams for proper work area conditions as well as proper use of equipment, tools and PPE per company policies and procedures.
Promotes use of appropriate protective equipment and safety devices, and leads by example in also using the same recommended protective equipment and safety devices.
Identify all utility meter cut-offs, apartment and fixture cut-offs, sewer clean-outs, and read property layout maps.
Know and adhere to all Federal, state, and local laws pertaining to employment, fair housing and landlord/tenant, as well as all policies and procedures contained in Prime Residential manuals or as otherwise communicated (verbally or in writing) to service team members.
Regularly walk apartment homes to ensure units are in acceptable and above standard condition prior to, during, and after occupancy when an apartment home has been made ready for re-occupancy.
Respond knowledgeably to residents with a sense of calmness, professionalism, and confidence.
Exercise positive customer service skills in communicating with all associates, residents, and prospective residents.
Use optimal time management skills and adhere to a schedule of work.
Present ideas for improving processes.
Routine fire, and life/safety inspections throughout the community.
Monthly and annual unit by unit inspections as needed.
Leads and manages property improvement projects including the bidding process, overall budget planning, and coordination with and oversight of third-party vendors.
Onboard, build, and maintain vendor relationships.
When necessary, responsible for the completion of a Capital Requisition Form (CRF) and Capital Requisition Form Variance (CRFV) required for the approval of funds for specific capital project needs.
Stay current and knowledgeable in Occupational Safety and Health Administration (OSHA) regulations, and federal, state, and local safety laws to ensure the organization complies with all safety regulations and ordinances.
Keep abreast of any changes to laws and regulations that impact organization.
Photograph and memorialize any noteworthy areas throughout the community on a routine basis.
Report and track any repairs or corrections needed throughout the property.
Communicate on a regular basis with manager and other stakeholders.
Ensure Material Safety Data Sheets (MSDS) are current and accessible.
Lead and participate in safety inspections and walk-throughs.
Participate and help with fire drills and emergency response safety drills.
Participate in risk management sessions to mitigate property claims and hazards.
Manage and track multiple projects simultaneously, specifically tower elevator operations and maintenance, elevator usage, maintenance of alarms and power doors.
Follow all safety standards, company policies, and ensure compliance with building and safety codes in reference to OSHA, Fair Housing, and various other local regulations.
Maintain confidentiality of company, employee, vendor, and resident information.
Support efforts to build and maintain a customer-focused culture of respect, responsiveness, and efficiency that includes every team member and on-site vendor, developing Prime Residential’s reputation as a housing provider of choice in the local market.
Embrace and build a team culture focusing on diversity, equity, inclusion, and belonging.
Present ideas to manager for improving safety and community operations.
Be knowledgeable and fluid in current Occupational Safety and Health Administration (OSHA) regulations, and federal, state, and local safety laws to ensure the organization complies with all safety regulations and ordinances.
Assist in planning and leading safety meetings and ensure that Material Safety Data Sheets (MSDS) are current and available to staff.
Maintain proper work area conditions per company policies and procedures.
Track and ensure compliance with local, state, and federal environment, health, and safety regulations.
Leads by example in utilizing appropriate protective equipment and safety devices.
Identify all utility meter cut-offs, apartment and fixture cut-offs, sewer clean-outs, and read property layout maps.