POSITION SUMMARY
The Service Director provides leadership and daily management of service work orders within assigned area(s) of single-family rental homes. They lead a service team responsible for vacant and occupied work orders, providing outstanding customer service to residents. This position is accountable for favorable P&L results and the key performance indicators driving those results, including resident satisfaction, self-performance metrics, cycle times, and adherence to budget. The Service Director oversees process implementation in addition to coaching, teaching and training the service team.
ESSENTIAL FUNCTIONS- Manage daily service operations, ensuring service quality, lowest point of resolution, compliance, and customer satisfaction across all properties
- Oversee work order execution for both Service Technicians and vendors
- Manage market-level maintenance financial performance, monitoring expenses, and KPIs to achieve budget and profitability targets
- Work closely with central operations to ensure corporate goals and initiatives are met and executed
- Lead and develop local teams, driving engagement, accountability, and alignment with company standards and operational goals
- Assist markets with identifying vendor needs, management and cost control measures/initiatives
- Participate and lead in a culture of accountability predicated on collaboration and empowerment
- Assist the region with driving resident satisfaction and retention efforts, while driving optimal survey responses, via Google, move-in and service requests
- Manage Service to provide outstanding customer service, timely completion, and work order follow-up on both occupied and vacant home issues
- Resolves resident concerns in a timely manner and maintains a high degree of customer service and competency level in all resident interactions, whether in person, over the phone, or email
- Maintains extensive knowledge of vendors, vendor pricing, Service Technician skill levels and geography and traffic patterns across assigned market
- Directs, manages, and mentors assigned service team members in all areas, including schedule optimization and tech efficiency
- Coordinates assigned purchasing functions for the department following established policies and procedures
- Monitor and manage response times, resident satisfaction, and the overall productivity and efficiency within their portfolio
- Review workload and approve use of third-party vendors as appropriate. Reviews vendor pricing and has elevated approval authority for invoices for completed work
- Diagnose and perform repairs as scheduled and workload permits
- Comply with the Company's national procurement policy and program
- Oversee fleet compliance and manage effective scheduling to promote efficiencies
- Oversee vendors to ensure the best possible outcome on service requests, that residents are highly satisfied, and expenses and costs stay within stated company targets
- Communicate effectively with all team members
- Comply with all Company applicable health and safety rules and regulations, as well as ensure all properties are compliant with local, state and federal health and safety laws
- Coordinate activities to maximize the efficiency of all processes
- Understand and possess the ability to train team on fiduciary duty. Ensures team in assigned market makes decisions based on the best interests of the business.
- Human Resource Management
- Recruit, hire, and train qualified, dynamic, high performance service managers and frontline team members
- Supervises staff, sets goals, and holds people accountable for results and provides timely feedback
- Ensure that all training requirements are completed on time
- Ensures that employees all have goals and receive regular feedback on their performance
- Performance management of personnel including, performance reviews, corrective action, mentoring, development plans and performance improvement plans
- Ensure that the policies, procedures, and safety guidelines are followed
- Carry out other duties as assigned that are in the best interests of the company
QUALIFICATIONS- High School diploma required; Bachelor's degree preferred
- 10 or more years of experience managing operations or maintenance in Single-family, multi-family, commercial, or military housing
- Experience in managing multiple staff members over a geographic region
- Valid Driver's License required
- Ability to work flexible hours which may include some weekends and evenings
- Ability to Travel (up to 25%)
- Available for on-call service
- Ability to review and understand cost estimates and scopes of work
- Extensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping and Irrigation Systems as they relate to residential homes
- Required equipment - Employee must have their own basic tools required to perform ongoing service in residential environment (Some tools provided)
- Strong customer service skills, must be able to put customers at ease
- Strong skills with MS office products including Excel
- Salesforce and/or Yardi experience strongly preferred
- Proven record of working independently and with minor supervision
- Bilingual a plus
- Ability to work in a fast-paced environment
Physical Demands:- Standing, walking, and/or sitting for extended periods of time
- Moderate climbing, reaching, and use of fingers
- Moderate stooping, kneeling, crawling, pushing, pulling, lifting, talking, and hearing
- Sustains substantially recurring movement to fingers, hands, wrists, legs, and feet
- Ability to judge distances and spatial relationships
- Ability to identify and distinguish color
- Ability to distinguish the differences or similarities in odors
- Ability to lift and/or move 50 pounds or more
- Ability to use standard maintenance equipment
What you can expect from us:- Competitive Compensation - Including performance-based bonuses that reward your contributions.
- Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.
- Generous Time Off - Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.
- Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.
- A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent's supervisor at any time based upon Company need.
