Service Manager

Although we will continually redefine what a Service Manager might be, going above and beyond in responding to our customers, challenging convention and creating memorable customer service experiences are the yardsticks by which we measure success.

The Service Manager is responsible for coordinating the maintenance team schedules including the completion of general maintenance tasks, service requests, and turnover functions to assist in maintaining and preserving the assets and to provide quality living environments for our customers. The Service Manager will also be accountable for maintaining the highest curb appeal standards for their property or properties. The Service Manager will set an example by performing grounds clean-up responsibilities when necessary to ensure that Rutherford curb appeal standards are consistently evident at each of our properties. The Service Manager is responsible for performing all work duties in a safe and efficient manner and where applicable, making sure his/her maintenance team members comply with company safety policies. The Service Manager is also responsible for relaying information to management regarding property operations or conditions which could constitute a physical or liability hazard.

Essential Functions of the Job:

• Directs the efforts to maintain cleanliness of the grounds and surrounding areas of the community with quality and attention to detail to ensure that Rutherford curb appeal standards are consistently achieved.
• Lead the preservation of the asset through 1/12th audits, risk walks and curb appeal audits while ensuring we are projecting future capital, maintenance and turnover expenses to the best of our ability.
• Follows through to ensure vacant units are in market ready condition within company guidelines for excellence and timeliness. Zero defects and 3-5 day turns is the standard to be achieved to maximize our customer satisfaction ratings and minimize vacancy loss.
• Complete or delegate service requests to team and ensure completion in a timely fashion.
• Prepare Incident Reports as needed.

• Assist in the preparation of the annual property budget, including recommendations for Major Capital Improvements and gathering bids from contractors.
• Effectively communicate with Leasing Team to ensure vacant units are available as scheduled.
• Provides excellent customer service to internal and external customers, including prospects, residents and vendors.
• Service Managers who are assigned more than one property must have a valid driver's license and the means to travel to various properties within the portfolio to complete service requests; travel for the purposes of purchasing maintenance supplies at various maintenance supply stores may also be necessary from time to time.
• Schedules and participates in On Call Emergency Rotation.
• Maintains and manages maintenance, turnover and capital expenses within budget guidelines to ensure we are meeting investor expectations.
• Maintain capital purchase records via Facilities database to ensure we track replacements properly and manage warranties, which will help reduce expenses over time.
• Partner with Community Manager and Human Resources in the recruitment and retention of quality employees.
• Drive the growth and development of the team through effective coaching and counseling techniques.
• Adhere to the letter and spirit of Fair Housing Laws at all times, exercising the highest ethical standards, positively contributing to the company's reputation, and minimizing company exposure to risk and liability.
• Complete assigned tasks and special projects as directed by the Community Manager while communicating progress regularly.

Knowledge, Skills and Experience:

• Minimum 5 years related experience.
• Minimum 1 year industry experience.
• Experience managing teams preferred.
• Certified in HVAC or other industry recognized skill or trade.
• Organization and time management skills.
• Effective oral, written and interpersonal communication skills.
• Effectively present information and respond to questions from managers, clients, residents, and the general public.
• Intermediate computer skills.

Company Culture:

It is important that all Rutherford team members possess strong communication skills and strive to build relationships with fellow team members. We want our team members to possess an entrepreneurial spirit and be able to thrive in a fast-paced, changing environment. Rutherford employees should be passionate about what they do and be self-motivated. We expect that our team members will constantly seek opportunities for growth and education, be innovative, and most importantly, exercise ethical business practices and follow through on their commitments.

Although we look to each individual in our organization to be a leader, we look to our Service Managers to be role model leaders. We measure our team member success on the following Values and Core Competencies.

Values

• Integrity

The quality of being honest, having strong moral principles, being authentic, accountable and trustworthy.

• Driven

A motivated person can be motivated for short periods of time or for a specific task or project. A driven person consistently exhibits characteristics of showing up on time, working hard, constantly seeking education for self and professional growth, and fulfilling commitments even when they are difficult to accomplish.

• Collaborative

Teams that work collaboratively can obtain greater results. Collaboration requires leadership, cooperation and willingness to assist others.

• Highest Quality

We strive to consistently deliver results and service experiences of the highest quality so to surpass the expectations of internal and external customers.

• Professionalism

Professionalism fosters respect and trust among peers, supervisors, and customers, and includes willing compliance with the highest ethical standards.

• Honesty

Being sincere and free of deceit and untruthfulness even when faced with consequences for our actions.

Core Competencies

• Strong Interpersonal Skills
• Leadership Excellence
• Effective Communication
• Proactive Problem Solving
• Self-Management

"Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives."

Work Conditions:

Although work hours may change during periods of high turnover, construction/rehab, lease up, budget preparation, or while special projects are underway, work hours are typically 8am-5pm Monday through Friday. On Call Rotation may involve emergency service requests which must be responded to after hours and/or on weekends.

Daily travel between the properties is required for Service Managers who are responsible for more than one property. Travel is also required for company training events, budget or financial review meetings, and special project events.