Service Manager

UDR - Opening Doors to your future•Washington, DC

About The Position

UDR is seeking a Service Manager for The MO, a 300-unit community in Washington, DC. The Service Manager oversees property inspection, maintenance, and repair, leading and completing routine daily tasks and projects. The role ensures that the community’s physical aspects meet company standards and applicable laws for safety, appearance, and operational efficiency while staying within budget. It also facilitates diagnosis and repair of HVAC, electrical, plumbing, pool, carpentry, drywall, exterior structural, and appliance issues, and coordinates quick turnaround of vacated apartments for occupancy. The Service Manager reports to the Sr. Service Manager or District Service Manager and may supervise up to one Service Apprentice, Service Technician, and/or Painter. The role manages resident service requests, maintenance budgets and resources, team leadership and performance, preventive maintenance, emergency repairs, inspections, apartment turns, vendors, supplies, equipment, and compliance responsibilities. It provides customer service to internal and external customers and participates in the on-call rotation as required. The position requires knowledge of community policies, safety practices, OSHA and Fair Housing requirements, along with the ability to diagnose and repair service equipment, lead and motivate staff, solve problems, manage multiple projects, communicate effectively, and use computers and common office software. Physical demands include bending, stooping, stretching, and lifting or maneuvering weights up to 100 pounds independently or 250 pounds with assistance.

Requirements

Knowledge of organizational and community policies and procedures and the ability to apply them to everyday issues.
Knowledge of and ability to follow safety practices in accordance with OSHA, HVAC, Company, and community policies, procedures, and standards.
Knowledge of and compliance with Fair Housing laws.
Ability to recognize and provide superior customer service to internal and external customers.
Ability to examine and repair various types of service equipment.
Ability to perform basic arithmetic using whole numbers, common fractions, and decimals.
Initiative, problem-solving, and decision-making skills.
Ability to work in a fast-paced environment, manage multiple projects, and meet deadlines.
Willingness and ability to lead, take charge, and offer opinions and direction.
Ability to respond promptly to mechanical or electrical malfunctions, injuries, accidents, or other safety issues by repairing or delegating repairs and recommending or initiating corrective actions.
Ability to motivate, develop, and direct people and identify appropriate people for tasks.
Ability to apply work leadership and management principles and practices.
Ability to manage team performance in accordance with company policies, values, and business practices.
Ability to present information effectively and respond to questions or resolve resident, vendor, and contractor issues.
Ability to work with community management and associates.
Effective verbal, listening, and written communication skills.
Computer skills, including use of the internet, spreadsheets, databases, word-processing software, a computer, and a smartphone; ability to enter service-ticket information into the service-ticket system.
Ability to create, compose, and edit written materials.
Ability to bend, stoop, and stretch; push, pull, lift, carry, or maneuver up to 100 pounds independently and up to 250 pounds with assistance.
Eye-hand coordination and manual dexterity sufficient to operate tools and equipment.
Sensory ability to detect odors and hear sounds needed to diagnose and repair machinery.

Responsibilities

Manage and complete resident service and maintenance requests, including assigned work orders.
Meet the service budget and manage financial resources for current and future maintenance and repair projects within approved budget guidelines.
Provide leadership to the service team, including interviewing, orientation, training, and performance feedback to the District Service Manager.
Lead, direct, and supervise the service team’s day-to-day functions, when applicable.
Review and approve Kronos timekeeping records for direct reports at the community.
Schedule and manage service support for community appearance, preventive maintenance, safety, and OSHA/legal requirements.
Manage emergency repairs performed by the service team or third-party vendors.
Conduct periodic inspections, assess policies and procedures, and develop corrective action plans as needed.
Develop standards for cleanliness and appearance of community grounds, amenities, buildings, units, and common areas.
Manage amenity deficiencies and report them to the designated property lead.
Manage vacant apartment turn schedules, conduct punch walks on make-ready units, and oversee vendor-turn quality assurance.
Manage utility use in vacant apartments to support energy efficiency.
Perform final move-in walks and pre- and post-move-out inspections; document unit condition and attach photos.
Determine which items in vacant apartments require replacement, such as carpet.
Manage ROI installations, including administrative preparation and vendor coordination.
Conduct weekly community lighting inspections and resolve issues according to operational policy.
Complete or manage common-area and resident service requests.
Oversee pest control for units and hold third-party vendors accountable.
Inspect fitness equipment to ensure safe operation.
Maintain refrigerant usage and recovery logs in accordance with Risk Management guidelines and manage pool logs for vendor compliance.
Complete Cap Labor forms.
Purchase supplies and equipment through Ops Technology, maintaining appropriate inventory levels within budget guidelines.
Monitor smart-lock batteries and replace them proactively as needed.
Serve as the point person for questions about programming controlled-access areas.
Manage equipment warranties and required follow-up.
Provide superior customer service to internal and external customers.
Participate in the on-call rotation as required.
Hire, train, and develop staff as needed based on supervisory responsibilities; monitor performance and take corrective action, including dismissal, when appropriate.
Address staff concerns or complaints related to duties, performance standards, and workplace relationships as needed.
Approve time records and time-off requests as needed based on supervisory responsibilities.
Promote a productive, motivated, informed, inspired, engaged, and goal-oriented team.
Comply with Company employment policies and procedures and uphold UDR Values.
Perform other duties as assigned or necessary.