Service Maintenance Manager - Houston - Wan Bridge Group

Service Maintenance Manager

The Service Maintenance Manager plays a pivotal role in overseeing and managing the service operations, ensuring the efficient and effective delivery of our residential real estate service platform. The ideal candidate will balance hands-on expertise with effective team leadership skills, ensuring the seamless delivery of services at Fowler.

Key Responsibilities:

• Direct Involvement in MEP Repairs & Maintenance:
  • The manager not only oversees but also actively participates in the troubleshooting and repair of MEP systems. This hands-on approach allows them to directly assess issues, make informed decisions, and guide their team by example.
  • Implements a rigorous preventative maintenance schedule for MEP systems to reduce the frequency and severity of repairs, extending the lifespan of these systems and making turnovers quicker and less costly.
• Quality Control:
  • Personally inspects and ensures the quality of work done by both the internal maintenance team and external contractors. This hands-on oversight helps in maintaining high standards of workmanship.

• Onsite Presence during Critical Projects:
  • By being physically present at properties undergoing significant repairs or turnovers, the manager can make quick decisions on the spot, reducing delays and ensuring projects stay on track.
  • Be available for emergency after-hours service calls, including evenings and weekends, in adherence to maintenance SOP.

• Team Leadership:
  • Utilize daily, weekly, and ongoing reporting tools for setting service response goals and team performance management.
  • Provide leadership and guidance to the service team, fostering a positive and collaborative team culture with a strong customer service focus.
  • Support safety training and conduct safe work practice audits.

• Service Delivery:
  • Demonstrate hands-on capabilities to train team members, oversee work efficiencies, and provide backup support in the field.
  • Validate on-site challenges and provide practical solutions.
  • Ensure the team maintains high-quality service standards.

• Service Scheduling:
  • Utilize strong service scheduling skills to identify needs and prioritize work orders.
  • Lead the team in efficient scheduling and completion of service tasks.
  • Track and provide ongoing reporting of service deliverable target completion.
  • Optimize resource allocation to meet business demands and deadlines.

• Vendor & Budget Management:
  • Seeks out and negotiates cost-effective solutions for repairs and upgrades, leveraging relationships with suppliers and contractors to get the best prices without sacrificing quality.
  • Develop and maintain relationships with vendor trades resources.
  • Adhere to approved community budgets through effective expense management, vendor selection, annual bid process, and inventory control.
  • Collaborate with vendors to ensure timely and cost-effective service delivery.
  • Regularly audit vendor trade pricing, work order, turn cost budgets, and identify trends or gaps for cost effectiveness.
  • Adhere to approved community budgets through effective expense management, vendor selection, annual bid process, and inventory control.

• Software Platform Adaptation:
  • Employs property management software and mobile applications to track maintenance requests, schedule work efficiently, and communicate effectively with tenants and team members, further speeding up the process and response times.
  • Quickly adapt to the organization's software platform.
  • Train and guide the team in utilizing the software for enhanced efficiency.
  • Automate reporting tools to increase productivity and performance tracking.

• Compliance and Regulation:
  • Conduct all business in compliance with company policies, state and federal regulations.
  • Stay informed about relevant laws, EPA, and OSHA regulations.
  • Possess HVAC and/or electric-related certifications.
  • Ensure that the service team meets necessary certification requirements, including EPA HVAC and OSHA 10.

• Work Order Management:
  • Efficiently manage the work order process from receipt to completion using designated software.
  • Stay updated on warranty programs and align work orders accordingly.

• Customer Service:
  • Create a positive resident service experience by promptly responding to communications, resolving concerns, and taking ownership of service contributions.

Qualifications:

• Minimum 3-5 years of related management experience, supervising multiple team members across a portfolio and geographic region.
• Proven onsite experience with hands-on capabilities. Ability to manage the service deliverables and team through in person and onsite management as well as corporate or regionalized performance and department oversight.
• Strong service scheduling skills and experience leveraging technology and work priorities.
• Familiarity with vendor trades resources in the Houston area.
• Adaptability to the organization's software platform.
• Proficiency in troubleshooting and repairing various systems (plumbing, electrical, HVAC, appliances).
• Knowledge of codes, municipal by-laws, inspection processes, estimating, and planning.
• Basic computer proficiency, including Microsoft Office and scheduling software.
• Type II or Universal E.P.A. certification.
• CAMT (preferred).
• General knowledge and experience in reading, writing, and evaluating project specifications.

The above listing represents the general duties considered essential functions of the job and is not to be considered a detailed description of all the work requirements that may be inherent in the position. Other duties may be assigned as necessary.

Essential Functions

• Reliable transportation that meets job responsibilities.
• Valid Texas Driver's License.
• Maintain at least minimum car insurance required by Texas law.
• Adheres to a varied work schedule, may include weekends and some holidays for on-call or emergency response duties.
• Ability to access, input, and retrieve information from a computer and/or electronic device.
• Ability to have face to face conversations with customers, co-workers, higher-level managers, and others as needed.
• Ability to sit or stand for long periods of time.
• Ability to move around work environment including stairs and construction sites.
• Ability to navigate work environments, including stairs, ladders, roofs, crawl spaces, and construction sites.
• Lift or move items up to 75lbs.
• Comply with company policies and procedure.