Service Manager

Middleburg is currently hiring a Service Manager to work under the direction of the Property Manager, the Service Manager is responsible for all physical operations of the apartment community, coordinating and performing maintenance and repair services to ensure excellent curb appeal and quality of apartment homes, responding to customer service requests, monitoring and adhering to all safety policies, providing a positive work environment for maintenance team members, and leading by example.  The Service Manager lives and promotes our Mission and Values.

Position Overview:

Maintenance Services:

• Direct & oversee all aspects of maintenance of the community, including resident satisfaction & retention.
• Schedule and perform preventative maintenance, inspections, nighttime lighting audits, and janitorial services per policies and procedures. Maintain accurate records.
• Provide first-line information, documentation, and training regarding any property-specific special needs including, but not limited to, asbestos, lead, and deficient plumbing.
• Daily inspection of the property for curb appeal, condition, and safety issues to meet Inspection Report standards and “white glove” test.
• Schedule, coordinate, and assist with apartment turns including assistance with the resident move-out and apartment renovations.
• Ensure vacant apartments are in market-ready condition according to quality standards, downtime standards for the preparation of market-ready apartments, and determined time for upgrade unit turns and the “white glove” test.
• Follow expense guidelines, monitor operating expenses within budget, making recommendations for cost-saving strategies.
• Be responsible for purchasing adequate materials for timely service requests, vacant turns, inventory control and storage areas locked, inventory of assets, & utilization of maintenance materials.
• Communicate in writing anticipated capital needs and maintenance requirements for the operating budget.
• Assist the Property Manager in the development of the annual budget, business plan, and capital improvements.
• Coordinate all contracted services, soliciting and analyzing bids; ensure materials are accounted for and that the work has been performed properly prior to the release of payment.
• Supervise the use of community golf carts.
• Notify the Property Manager of solutions for any safety or liability concerns as well as preventative maintenance needs.
• Conduct and document weekly safety meetings including procedures, training, safety equipment, MSDA, and use of equipment.
• Attend training to receive additional regulatory and environmental certifications such as lead and asbestos, renovations/repairs, and HVAC.

Customer Service:

• Complete service requests from residents and team members in the same manner.
• Document and work with the office team to follow up with residents for incomplete service requests. 
• Audit and reconcile the key tracking system weekly.
• Ensure excellent customer service and follow-up, answering pages promptly, courteously, and professional attitude toward all customers.
• Efficient scheduling of service personnel and vendors; schedule and participate in after-hours emergency service requests, 24 hours per day, 7 days per week.

People Development (in conjunction with Regional Service Manager):

• Recruit and select team members, understanding and adhering to hiring policies and procedures.
• Teach, coach, and mentor team members; ensure team members receive the necessary training and adhere to company policies and procedures.
• Create a team environment: hold weekly team meetings; manage by goals and open communication.
• Provide ongoing feedback to team members. Evaluate team members through scheduled formal written performance reviews.
• Take corrective action as necessary according to company policy, and provide recommendations for compensation adjustments, promotions, and terminations.
• Lead by example.  Accept accountabilities for all your actions.  Hold direct reports accountable
• Perform other duties as required.