Maintenance Manager

Service Manager Job Description

UDR is seeking a highly skilled Service Manager to oversee the maintenance and repair of our properties. As a key member of our team, you will be responsible for ensuring the physical aspects of each community meet our established standards and applicable laws.

Key Responsibilities:

• Manage and complete all resident service and maintenance requests as required.
• Meet the service budget and manage the financial resources necessary to accommodate current and future maintenance and repair projects.
• Provide leadership to the service team, including interviewing, orientation, training, and performance feedback.
• Lead, direct, and supervise the service team in their day-to-day functions.
• Review and approve Kronos timekeeping records for direct reports.
• Manage and schedule the service support necessary to maintain the overall appearance, preventative maintenance, safety, and OSHA/legal requirements.
• Manage emergency repairs from within the service team or from third-party service vendors.
• Conduct periodic inspections to assess the effectiveness of policies and procedures and develop corrective action plans as needed.
• Develop standards for the cleanliness and overall appearance of community grounds, amenities, building exteriors, market-ready unit interiors, breezeways, curbs, signage, leasing office, central garbage areas, parking lots, and other buildings and common areas.
• Manage, maintain, and report any amenity deficiencies to the Resident Services Manager and/or Community Director.
• Manage vacant apartment turn schedules.
• Punch walks on all make-ready units and manage quality assurance of all vendor turns.
• Utility management for vacant apartments to ensure energy efficiency.
• Perform final walks for move-ins to ensure quality represents the company's standard.
• Perform pre and post-move-out inspections, documenting and taking/attaching photos of unit condition.
• Provide determination for interior vacant condition for items to be replaced, such as carpet.
• Manage ROI installations, including administrative prep, vendor coordination, etc.
• Conduct weekly lighting inspections throughout the community, noting and resolving any issues per operational policy.
• Complete and/or manage all community common area and resident service requests.
• Manage and oversee pest control for all units, holding third-party vendors accountable.
• Provide inspections to all fitness equipment to ensure safe operation.
• Manage refrigerant (freon) usage and recovery log in compliance with Risk Management guidelines.
• Manage pool logs for vendor compliance.
• Complete Cap Labor forms.
• Purchase supplies and equipment to maintain appropriate levels of inventory, working within the budget guideline and through Ops Technology.
• Monitor batteries for smart locks and proactively replace as necessary.
• Serve as the point person for questions on programming of controlled access areas within the community.
• Manage equipment warranties and required follow-up.
• Provide superior customer service to internal and external customers.
• Be on call rotation as required and needed.
• Hire and train new staff and develop staff to maximize potential as needed, based on supervisory status.
• Monitor staff performance, including performance and address performance problems through corrective action and dismissal.
• Approve time records and requests for time off as needed, based on supervisory status.
• Ensure leadership style creates a productive, motivated, informed, inspired, engaged, and goal-oriented team.
• Comply with all Company policies and procedures related to employment.
• Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job.
• Perform other duties as assigned or as necessary.

Performance Requirements:

• Knowledge of organizational and community policies and procedures.
• Ability to apply policies and procedures to solve everyday issues.
• Knowledge of and ability to follow proper safety techniques in accordance with OSHA, HVAC, Company, and community policies, procedures, and standards to mitigate liability.
• Must know and follow the Fair Housing laws.
• Ability to proactively recognize and implement superior customer service to internal and external customers.
• Ability to examine and repair various types of service equipment.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to exercise initiative, problem-solving, and decision-making skills.
• Ability to work in a fast-paced environment and handle multiple projects simultaneously to meet deadlines.
• Ability and willingness to lead, take charge, and offer opinions and direction.
• Immediately repair or delegate repair of all mechanical or electrical equipment malfunctions, associate/resident/visitor injuries or accidents, or other safety issues to the appropriate individual(s) and recommends/initiates appropriate corrective actions.
• Ability to motivate, develop, and direct people as they work, identifying the best people for the job.
• Ability to apply the principles and practices of work leadership and management.
• Ability to motivate the community team and manage their performance in accordance with company policies, values, and business practices.
• Ability to effectively present information and respond to questions or resolve resident, vendor, and contractor issues.
• Ability to work in conjunction with community management and associates.
• Must have effective verbal and listening communication skills.
• The ability to communicate information so others will understand.
• Skilled in the use of the internet, spreadsheets, databases, and word processing software.
• Ability to create, compose, and edit written materials.
• Ability to use a computer, a smart phone, and enter service ticket information into the service ticket system.

Typical Physical Demands:

• Some bending, stooping, and stretching.
• Must be able to push, pull, lift, carry, or maneuver weights up to one hundred (100) pounds independently and two hundred and fifty (250) pounds with assistance.
• Requires eye-hand coordination and manual dexterity sufficient to operate tools and equipment.
• Sensory capability to detect odors and hear sounds necessary to detect, diagnose, and repair machinery.
• Requires normal range of eyesight.
• Ability to physically access exterior and interior parts of the community and amenities and be able to climb ladders and access small crawlspaces.
• Regular and consistent attendance on the job is an essential function.

Typical Working Conditions:

• Frequent exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.
• Flexible schedules with occasional evening and regular weekend work.
• May be on rotation for 'On Call'.

Education and Experience:

• High School Diploma or its equivalent preferred.
• Technical or vocational certificate and/or degree preferred.
• Minimum of four years' experience in building and mechanical maintenance, including HVAC, plumbing, electrical, appliance repair, painting, and drywall, and/or pool maintenance.
• Must be EPA Type II certified: Type III or Universal may be required at some locations.
• Experience supervising associates is preferred.
• Certification in Chlorine, Fluorine, and Carbon (CFC) required for diagnosing, repairing, and maintaining equipment required for some properties and preferred for all properties.
• Some locations require certification in pool operation (CPO).
• Must have and maintain a valid driver's license unless otherwise noted.

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.

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