Senior Service Manager

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.

Essential Functions / 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

Associate Management and Development

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

Edu ca tion an d / or E x p e ri e n c e

High School diploma or equivalent (GED) preferred

5 year’s multi-family property management or other building maintenance experience performing the duties Service Manager.

3-5 years of maintenance staff’s supervisory experience

HVAC Certification required

CAMT preferred

CPO preferred

Skills / Specialized Kn o w ledg e

Ability to read, write and speak English as demonstrated by clear and concise written and verbal communications, the ability to read service requests and the ability to read and understand labels on containers. Be able to verbally communicate with associates, residents and vendors.

Ability to perform basic arithmetic skills such as measurement, addition, subtraction, multiplication and division for basic calculations.

General computer skills including Microsoft Word, Excel and property management based software

Ability to frequently use general maintenance tools, supplies and equipment such as but not limited to, hand tools, power tools, user moved aids, mechanical equipment, paint equipment, pool chemicals, snow and ice removal equipment, ladders, landscaping equipment and safety equipment.

Ability to frequently handle and use chemicals, paint and general cleaning supplies

Ability to frequently operate motorized vehicles such as but not limited to, car, truck, van or golf cart

About the Benefits of joining the Mill Creek Team

Competitive compensation

Comprehensive medical, dental and vision

Employer sponsored short and long term disability, Life and ADD insurance

401k with employer matching

Paid time off benefits : Vacation, Sick, Holidays

Mill Creek is an Equal Opportunity Employer

Are you ready to contribute to the success of Mill Creek Residential? If so, apply today and become part of an organization that believes in uncompromising integrity, celebrating successes, continuous improvement, and working hard, smart and together!

People. Places. Relationships. Our tagline begins with the most important part of Mill Creek, our people. As a multifamily company focused on construction, development, acquisition, and operations of rental communities in the most desirable markets coast-to-coast, we are also committed to ensuring a diverse, equitable and inclusive environment for our resident customer and our associates. We have implemented processes to support DE&I practices throughout the associate lifecycle from recruiting and hiring to ongoing training programs for career advancement. Our growth since our founding in 2011 is nothing short of remarkable – a direct reflection of our team’s contributions. We are committed to listening to our associates and focusing on continuous improvement.

For more information about our DE&I initiatives, please click here () to review our inaugural Environmental, Social, Governance (ESG) Report.