Service Manager

UDR Careers•Washington, DC

5d•Onsite

About The Position

UDR is seeking a Service Manager for The MO, a 300-unit community in Washington, DC. The Service Manager oversees property inspections, maintenance, and repairs, ensuring the community’s physical aspects meet company standards and applicable laws while supporting safety, appearance, operational efficiency, and budget goals. The role involves diagnosing and coordinating repairs across areas such as HVAC, electrical, plumbing, pools, carpentry, drywall, exterior structures, and appliances, as well as ensuring vacated apartments are turned around promptly for occupancy. The Service Manager manages resident service requests, maintenance projects, budgets, staff, vendors, inspections, preventative maintenance, emergency repairs, vacant-unit turns, and community appearance. The role may supervise up to one Service Apprentice, Service Technician, and/or Painter, and includes an on-call rotation as required. The position reports to a Senior Service Manager or District Service Manager.

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 deliver 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, fractions, and decimals.
Initiative, problem-solving, and decision-making skills.
Ability to work in a fast-paced environment, manage multiple projects, and meet deadlines.
Ability and willingness to lead, take charge, and offer opinions and direction.
Ability to respond promptly to equipment malfunctions, injuries, accidents, and other safety issues by making or delegating repairs and recommending or initiating corrective action.
Ability to motivate, develop, and direct people and identify the best people for assignments.
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, including the ability to communicate information clearly and create, compose, and edit written materials.
Skill using the internet, spreadsheets, databases, and word-processing software.
Ability to use a computer and smartphone and enter service-ticket information into the service-ticket system.
Some bending, stooping, and stretching.
Ability to push, pull, lift, carry, or maneuver up to 100 pounds independently and 250 pounds with assistance.
Eye-hand coordination and manual dexterity sufficient to operate tools and equipment.
Sensory capability to detect odors and hear sounds needed to detect, diagnose, and repair machinery.

Responsibilities

Manage and complete resident service and maintenance requests, including assigned work orders.
Meet the service budget and manage resources for current and future maintenance and repair projects.
Provide leadership to the service team, including interviewing, orientation, training, and feedback on performance.
Lead, direct, and supervise service team members in their day-to-day work, as applicable.
Review and approve Kronos timekeeping records for direct reports.
Schedule and manage service support for community appearance, preventative maintenance, safety, and OSHA and legal requirements.
Manage emergency repairs handled by the service team or third-party vendors.
Conduct periodic inspections, assess policies and procedures, and develop corrective action plans.
Set and uphold cleanliness and appearance standards for grounds, amenities, exteriors, vacant units, common areas, and other community spaces.
Manage amenity deficiencies and report them to the designated property lead.
Manage vacant apartment turn schedules, conduct punch walks, and oversee vendor-turn quality assurance.
Manage utilities for vacant apartments to support energy efficiency.
Perform final move-in walks and pre- and post-move-out inspections, documenting unit conditions and attaching photos.
Determine which items in vacant units need replacement, such as carpet.
Manage return-on-investment installations, including preparation and vendor coordination.
Conduct weekly lighting inspections and resolve issues in accordance with operational policy.
Manage common-area and resident service requests.
Oversee pest control in 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.
Manage pool logs for vendor compliance.
Complete Cap Labor forms.
Purchase supplies and equipment through Ops Technology, maintaining appropriate inventory within budget guidelines.
Monitor smart-lock batteries and proactively replace them 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; monitor performance and address performance problems through corrective action or dismissal, depending on supervisory status.
Address staff concerns or complaints and approve time records and time-off requests as applicable to supervisory status.
Foster a productive, motivated, informed, engaged, and goal-oriented team.
Comply with company employment policies and procedures and demonstrate UDR values.
Perform other duties as assigned or necessary.