Senior Service Manager - Willowtree Apartments & Tower & Campus Edge Ann Arbor

American Campus Communities•Ann Arbor, MI

42d

About The Position

At ACC, the Senior Service Manager plays a key role in overseeing and supervising facilities maintenance teams at multiple properties, helping improve the resident experience. You'll manage and lead service, groundskeeping, and housekeeping teams to help ensure high maintenance standards, while managing budgets effectively. The ideal candidate will use strong leadership, training, and communication skills to build service team skillsets, encourage teamwork, and drive property performance. In this role, you'll report to the Director of Property Management and work closely with regional support teams.

Requirements

HVAC certification preferred.
3-5 years' proven mid to high-level tech experience in residential facilities maintenance.
Strong organizational, communication, and leadership skills.
Ability to manage multiple properties and prioritize tasks effectively.
Management experience preferred.

Responsibilities

Manage and supervise facilities maintenance teams across multiple properties to enhance the resident experience, including managing to ensure efficient execution of work orders, preventative maintenance, and vendor management.
Recruit, hire, train, and develop team members, cross-training for operational flexibility. Create a positive and engaging workplace for teams.
Conduct performance evaluations of direct reports and performance discussions with team members.
Collaborate with supervisor and Human Resources on compensation adjustments for direct reports.
Exercise discretion to manage work order processes, including execution, system close-out, and verification as needed, as well as on-call rotation scheduling, and vendor coordination.
Oversee property turnover processes and preparedness, as well as contract and manage vendors for efficient execution; recap hindsight in preparation for upcoming year.
Own the preventative maintenance plans for each property; schedule, delegate, and track tasks to ensure completion.
Ensure properties have adequate planning and response for inclement weather.
Develop and supervise an inspection program for public areas and resident apartments to ensure ACC's maintenance standards are consistently met.
Ensure the safe operation, compliance, preventative maintenance, and training for all facilities equipment and systems, adhering to health, safety, and OSHA regulations.
Manage budgets, invoice processing, and identify opportunities for capital expenditure funding, in partnership with Director of Property Management and regional support team.
Collaborate with the Director of Property Management on budget development and strategic planning for properties; performance management and discussions with team members.
Ensure team is utilizing national partnerships for vendor management to reduce expenses, and leverage market-wide vendor services for consistency and scalability.
Ensure that vacant retail spaces are well-maintained and ready for showings.
Communicate effectively with retail tenants regarding maintenance and timely updates.
Maintain property signage and curb appeal, ensuring high standards.
Manage contracts for services and vendors such as snow removal, landscaping.
Assess inventory and ensure proper resource allocation at assigned properties.
Ensure teams maintain clean and orderly environments at assigned properties, including shops, mechanical rooms, storage and back-of-house areas.
Maintain key control oversight, including key box access.
Other duties as assigned by supervisor.
Carries out supervisor responsibilities, including interviewing, hiring, and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
Coach, train and develop a team while managing the workflow and prioritization of projects and ensuring on-time execution and completion.
Serve as an American Campus representative and liaison in all interactions.