Senior Service Manager - Modera Newton

Mill Creek Residential•Newton, MA

1d•$38 - $38

About The Position

At Mill Creek Residential, we are committed to building a diverse, equitable, and inclusive workplace where our associates can grow and bring their whole selves to work. This starts with our recruiting and hiring process. We want you to know that we encourage you to apply if this job excites you, even if you don’t meet 100% of the requirements. You may just be the right candidate for this role, or another role and make your mark at Mill Creek. The Sr. Service Manager (SrSM) maintains the physical condition and appearance of one or more assigned communities in accordance with operating and safety standards. This position is responsible for managing routine work and preventative maintenance of physical features of the building(s), including, but not limited to, HVAC, electrical, plumbing, carpentry, major appliances and amenities. He or she anticipates and evaluates potential problems then proactively manages the development and leads the execution of plans to counter challenges. The Service Manager consistently strives to maintain the highest level of attention to the operational needs of the community. The Senior Service Manager maintains a direct reporting line to their Community Manager, but will also have increased access to the Regional Service Manager leadership team. The expectation will be that the RSM will help the SrSM develop, coordinate, and deliver training courses to the other SMs within the region, potentially other regions as well. The Senior Service Manager will be seen as a resource to their fellow Service Managers in regards to assisting with policy and procedure questions, as well as escalating maintenance issues and concerns to the Regional Service Manager as needed. They may be called upon to host periodic check-in calls with other maintenance team members to review their needs and find opportunities to leverage the regions’ team members to assist one-another. Reports to: Community Manager has primary authority and works with the Sr. Service Manager to determine the exact "day-to-day" duties. Decisions will take into account the Sr. Service Manager's skills, experience, career goals, and how the individual best fits the working requirements of the community. May oversee Service Technicians Level I, II with the responsibility for scheduling work assignments and training.

Requirements

Maintain the physical condition and appearance of one or more assigned communities in accordance with operating and safety standards.
Manage routine work and preventative maintenance of physical features of the building(s), including, but not limited to, HVAC, electrical, plumbing, carpentry, major appliances and amenities.
Anticipate and evaluate potential problems then proactively manage the development and lead the execution of plans to counter challenges.
Consistently strive to maintain the highest level of attention to the operational needs of the community.
Maintain confidentiality and discretion as potential issues and concerns are received from the region’s team members while escalating as needed or resolving directly.
Be the regional on-boarding process point-person for questions in tandem with other Service Managers and Regional Service Managers.
Assist in candidate review and interview process of service team members, as applicable.
Participate, as needed, in planned calls with maintenance leadership to review the region’s initiatives, needs and issues.
Work in conjunction with Learning and Development to mentor and support newer Mill Creek associates in their region.
Routinely inspect community grounds and buildings to ensure safety standards and identify maintenance projects. Prioritize the repair of unsafe conditions.
Monitor a sufficient inventory of tools, supplies, spare parts for common issues and emergency situations.
Schedule and perform routine preventive maintenance on all appropriate equipment and tools.
Thoroughly inspect vacated apartments, document necessary renovations, and re-inspect completed units for the highest quality of work and superior presentation, adhering to the timetable.
Manage all customer service requests, including prioritizations and delegation to assigned staff.
Evaluate and analyze service request trends for assigned community. Ensure all resident requests are completed with excellent customer service.
Maintain accurate records of preventive maintenance, service requests (received and completed), expenditures, apartment make-ready status, jobs in progress, etc.
Identify all utility meter cut-offs, apartment and fixture cut-offs, sewer clean-outs, and prepare maps indicating same.
Coordinate and oversee all work of internal and external vendors and maintenance service suppliers.
Collaborate with the General Manager and/or Community Manager in hiring, training, daily supervision, evaluation, and counseling of the service team.
Assist in creating schedules for Service Technicians, Housekeepers, Porters, and Groundskeepers.
Work with the Community Manager to develop, implement, and manage programs intended to control maintenance expenses.
Assist in the development of the annual maintenance operating budget in accordance with the established timeframes. Analyze budget variance and trends.
Ensure appropriate risk mitigation procedures are implemented including disaster response. Know and adhere to all policies and procedures contained in the manuals issued by Mill Creek Residential or as otherwise communicated to associates, such as, but not limited to, company operating and safety standards. Promote safe work practices among on-site team.
Ensure compliance with all Federal, State and local laws. Consistently abide by Fair Housing regulations.
Responsible for recruiting, hiring, associate scheduling, work assignments, training and performance evaluations.
Empower, engage and develop associates to achieve great performance and desired business outcomes.
Establish goals and accountability for team. Provide feedback, coaching and support to drive achievement of established goals, reward success: hold one on one meetings with staff members.
Manage performance of subordinates. Conduct performance appraisals; provide development support (i.e. coaching, counseling and training); make decisions regarding hiring or termination of community associates.
Support associate development. Provide targeted training and growth opportunities.
Champion and enforce the Mill Creek Brand Promise, Service Standards and Manifesto.

Nice To Haves

May oversee Service Technicians Level I, II with the responsibility for scheduling work assignments and training.

Responsibilities

Assist RSM to identify needs for their region for future training courses
Maintain confidentiality and discretion as potential issues and concerns are received from the region’s team members while escalating as needed or resolving directly
Be the regional on-boarding process point-person for questions in tandem with other Service Managers and Regional Service Managers
Assist in candidate review and interview process of service team members, as applicable
Participate, as needed, in planned calls with maintenance leadership to review the region’s initiatives, needs and issues
Work in conjunction with Learning and Development to mentor and support newer Mill Creek associates in their region
Routinely inspect community grounds and buildings to ensure safety standards and identify maintenance projects. Prioritize the repair of unsafe conditions
Monitor a sufficient inventory of tools, supplies, spare parts for common issues and emergency situations
Schedule and perform routine preventive maintenance on all appropriate equipment and tools
Thoroughly inspect vacated apartments, document necessary renovations, and re-inspect completed units for the highest quality of work and superior presentation, adhering to the timetable
Manage all customer service requests, including prioritizations and delegation to assigned staff. Evaluate and analyze service request trends for assigned community. Ensure all resident requests are completed with excellent customer service
Maintain accurate records of preventive maintenance, service requests (received and completed), expenditures, apartment make-ready status, jobs in progress, etc.
Identify all utility meter cut-offs, apartment and fixture cut-offs, sewer clean-outs, and prepare maps indicating same
Coordinate and oversee all work of internal and external vendors and maintenance service suppliers
Collaborate with the General Manager and/or Community Manager in hiring, training, daily supervision, evaluation, and counseling of the service team
Assist in creating schedules for Service Technicians, Housekeepers, Porters, and Groundskeepers
Work with the Community Manager to develop, implement, and manage programs intended to control maintenance expenses
Assist in the development of the annual maintenance operating budget in accordance with the established timeframes. Analyze budget variance and trends
Ensure appropriate risk mitigation procedures are implemented including disaster response. Know and adhere to all policies and procedures contained in the manuals issued by Mill Creek Residential or as otherwise communicated to associates, such as, but not limited to, company operating and safety standards. Promote safe work practices among on-site team
Ensure compliance with all Federal, State and local laws. Consistently abide by Fair Housing regulations
Address and complete all other duties as assigned
Embody the Mill Creek mission, values and brand promise in all that he or she does
Responsible for recruiting, hiring, associate scheduling, work assignments, training and performance evaluations
Empower, engage and develop associates to achieve great performance and desired business outcomes.
Establish goals and accountability for team. Provide feedback, coaching and support to drive achievement of established goals, reward success: hold one on one meetings with staff members
Manage performance of subordinates. Conduct performance appraisals; provide development support (i.e. coaching, counseling and training); make decisions regarding hiring or termination of community associates
Support associate development. Provide targeted training and growth opportunities
Champion and enforce the Mill Creek Brand Promise, Service Standards and Manifesto
Address and complete all other duties as assigned