Senior Service Manager

UDR - Opening Doors to your future•Silver Spring, MD

4d•Onsite

About The Position

UDR is seeking a Senior Service Manager to oversee property inspection, maintenance, and repair efforts. This role involves leading, managing, and completing routine tasks and projects to ensure communities meet company standards and legal requirements for safety, appearance, and operational efficiency, all within budget. The position facilitates problem diagnosis and repair in areas such as HVAC, electrical, plumbing, pool, carpentry, drywall, exterior structure, and appliances. Additionally, the Service Manager is responsible for scheduling the quick turnaround of vacated apartments for occupancy.

Requirements

Minimum of five years’ experience in building and mechanical maintenance including HVAC, plumbing, electrical, appliance repair, painting and drywall, and/or pool maintenance.
Minimum of three years’ experience supervising/managing associates.
Must be EPA Type II certified: Type III or Universal may be required at some locations.
Knowledge of organizational and community policies and procedures.
Ability to apply policies and procedures to solve everyday issues.
Knowledge of and ability to follow proper safety techniques in accordance with OSHA, HVAC, Company, and community policies, procedures and standards to mitigate liability.
Must know and follow the Fair Housing laws.
Ability to proactively recognize and implement superior customer service to internal and external customers.
Ability to examine and repair various types of service equipment.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to exercise initiative, problem-solving and decision-making skills.
Ability to work in a fast-paced environment and handle multiple projects simultaneously to meet deadlines.
Ability and willingness to lead, take charge, and offer opinions and direction.
Ability to motivate, develop, and direct people as they work, identifying the best people for the job.
Ability to apply the principles and practices of work leadership and management.
Ability to motivate the community team and manage their performance in accordance with company policies, values, and business practices.
Ability to effectively present information and respond to questions or resolve resident, vendor and contractor issues.
Ability to work in conjunction with community management and associates.
Must have effective verbal and listening communication skills.
The ability to communicate information so others will understand.
Skilled in the use of the internet, spreadsheets, databases, and word processing software.
Ability to create, compose, and edit written materials.
Ability to use a computer, a smart phone, and enter service ticket information into the service ticket system.
Must have and maintain a valid driver’s license unless otherwise noted.

Nice To Haves

High School Diploma or its equivalent preferred.
Technical or vocational certificate and/or degree preferred.
High rise communities may require experience with HVAC/cooling towers and boiler systems as wells as knowledge of fire control room/fire life safety systems.
Community may require weekly fire pump testing certification or become certified within the first 90 days.
Certification in Chlorine, Fluorine, and Carbon (CFC) required for diagnosing, repairing, and maintaining equipment required for some properties and preferred for all properties.
Some locations require certification in pool operation (CPO).

Responsibilities

Manage and complete all resident service and maintenance requests.
Meet the service budget and manage financial resources for maintenance and repair projects.
Provide leadership to the service team, including interviewing, orientation, and training.
Lead, direct, and supervise the service team in their day-to-day functions.
Review and approve Kronos timekeeping records for direct reports.
Manage and schedule service support for appearance, preventative maintenance, safety, and OSHA/legal requirements.
Manage execution of emergency repairs from the service team or third-party vendors.
Conduct periodic inspections to assess policies and procedures and develop corrective action plans.
Develop standards for the cleanliness and overall appearance of the community's grounds, amenities, and buildings.
Manage, maintain, and report amenity deficiencies.
Manage vacant apartment turn schedules.
Conduct punch walks on make-ready units and manage quality assurance of vendor turns.
Manage utility usage for vacant apartments to ensure energy efficiency.
Perform final walk for move-ins, ensuring quality meets company standards.
Perform pre and post move-out inspections, documenting unit condition with photos.
Determine interior vacant condition for items to be replaced, such as carpet.
Manage ROI installations, including administrative prep and vendor coordination.
Conduct weekly lighting inspections throughout the community and resolve issues.
Complete or manage all community common area and resident service requests.
Manage and oversee pest control, holding third-party vendors accountable.
Inspect fitness equipment to ensure safe operation.
Maintain refrigerant (freon) usage and recovery log in compliance with Risk Management guidelines.
Manage pool logs for vendor compliance.
Complete Cap Labor forms.
Purchase supplies and equipment to maintain inventory levels within budget.
Monitor and proactively replace batteries for smart locks.
Serve as the point person for questions on programming of controlled access areas.
Manage equipment warranties and required follow-up.
Provide superior customer service to internal and external customers.
Be on call rotation as required.
Hire and train new staff and develop staff to maximize potential.
Monitor staff performance, address performance problems through corrective action, and assist staff with concerns.
Approve time records and requests for time off.
Ensure leadership style creates a productive, motivated, informed, inspired, engaged, and goal-oriented team.
Comply with all Company policies and procedures related to employment.
Commit to Living the UDR Values each day.
Provide a more complex level of services as needed for high-profile, high-rise, large complex, or multiple communities.
Provide additional services coordination (if applicable) such as high-rise window cleaning, elevators, boiler systems.
Schedule and supervise contractors.
Supervise preventative maintenance of life/safety equipment and comply with local/state authorities.
Oversee weekly fire pump and monthly generator testing as applicable.
Perform other duties as assigned or as necessary.