Service Maintenance Manager - Houston - Wan Bridge Group

Service Maintenance Manager

Job Summary:

The Service Maintenance Manager plays a key role in overseeing service operations to ensure the efficient and effective delivery of our residential real estate services. The ideal candidate will combine hands-on technical expertise with strong leadership skills to deliver quality service.

Key Responsibilities:

Hands-On Involvement in MEP Repairs & Maintenance: The manager not only oversees but also actively participates in troubleshooting and repairing MEP systems. This allows them to assess issues firsthand, make informed decisions, and lead by example. They implement a preventive maintenance schedule for MEP systems, reducing repair frequency, extending system lifespans, and making turnovers quicker and more cost-effective.

Quality Control: The manager personally inspects and ensures the quality of work done by both the internal maintenance team and external contractors, maintaining high workmanship standards.

Onsite Presence during Critical Projects: The manager stays on-site during significant repairs or turnovers, making quick decisions to keep projects on track and avoid delays.

Emergency After-Hours Availability: Available for emergency service calls outside of regular hours, including evenings and weekends, as part of the maintenance standard operating procedures.

Team Leadership: The manager uses daily, weekly, and ongoing reporting tools to set service goals and manage team performance. They provide guidance and foster a collaborative, customer-focused team culture. They also support safety training and conduct audits of work practices.

Service Delivery: The manager leads by example, training team members, overseeing work efficiencies, and offering backup support in the field. They validate on-site challenges and offer practical solutions to ensure the team maintains high service standards.

Service Scheduling: The manager uses strong scheduling skills to prioritize work orders and ensure efficient task completion. They track service progress and ensure work is completed on time and within target goals.

Vendor & Budget Management: The manager negotiates cost-effective solutions with vendors, balancing quality and pricing. They manage vendor relationships and ensure adherence to community budgets, including vendor selection, bids, and inventory control. Regular audits are conducted to ensure cost-effectiveness and track trends in vendor pricing and work orders.

Software Platform Use: The manager leverages property management software and mobile apps to track maintenance requests, schedule work, and communicate with tenants and the team. They quickly adapt to the organization's software platform and train the team to use it for improved efficiency.

Compliance and Regulation: The manager ensures all work is done in compliance with company policies and relevant laws, including EPA and OSHA regulations. They ensure the team meets necessary certification requirements, including EPA HVAC and OSHA 10.

Work Order Management: The manager efficiently handles the work order process from start to finish, staying updated on warranty programs and aligning work orders accordingly.

Customer Service: The manager creates a positive experience for residents by responding quickly to communications, resolving concerns, and taking ownership of service delivery.

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 - Certified Apartment Maintenance Technician (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.