Regional Service Manager

FirstKey Homes•Atlanta, GA

10d•Hybrid

About The Position

The Regional Service Manager will oversee Maintenance Managers to ensure maintenance requests are fulfilled according to company standards in their assigned FirstKey Homes region, which spans across markets in multiple states. This leader will provide guidance and support, address complex escalated issues, ensure key performance metrics are met, reinforce compliance standards, and manage workforce planning and performance.

Requirements

High School Diploma or equivalence
Minimum 8 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
Experience in a supervisory or leadership role that spans across disperse geographic locations
Construction — Knowledge of materials, methods, and the tools involved in the construction or repair of houses.
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.
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.
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.
Speaking— Talking to others to convey information effectively.
Writing— Communicating effectively in writing as appropriate for the needs of the audience.
Leadership— Job requires a willingness to lead, take charge, and offer opinions and direction.
Initiative— Job requires a willingness to take on responsibilities and challenges.
Attention to Detail— Job requires being careful about detail and thorough in completing work tasks.
Persistence— Job requires persistence in the face of obstacles.
Achievement/Effort— Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
Adaptability/Flexibility— Job requires being open to change (positive or negative) and to considerable variety in the workplace.

Nice To Haves

Experience with residential property management or residential construction
Experience using Yardi Voyager or similar property management program
Experience working in a fast paced, high-growth company

Responsibilities

Oversee Service Managers and Vendors in their assigned region to ensure the best possible outcome on service requests, residents are highly satisfied, and expenses stay within stated company targets.
Monitor and manage key performance indicators to ensure response times, resident satisfaction and overall productivity standards are met within their portfolio.
Resolve complex escalated matters from Service Managers in their assigned region.
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. Train and promote maintenance 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.
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 and reinforce 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.
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.