Service Manager

At Van Metre, we believe that each employee contributes directly to our growth, success and culture, and are seeking a candidate who loves to challenge themselves and work with others to fulfill this role. Van Metre has a Service Manager position available to work on site at our Myerton Apartments in Arlington, VA!

Summary/Objective

The Service Manager shall be attentive to Van Metre resident satisfaction and resident retention goals. The Service Manager is responsible for maintaining the physical condition and appearance of the site. The Service Manager will ensure that the entire service team, including contractors, adhere to service standards set by Van Metre. The Property Manager, along with the Assistant Property Manager, has the primary authority to determine the Service Manager's exact "day-to-day" duties. This determination will take into consideration experience and career goals and how they best fit into the property's operational needs.

Essential Functions

• Relevant technical knowledge
• High level of safety awareness
• Clerical ability
• Human resource skills to relate to people from different backgrounds effectively
• Education and experience in real estate
• Good communication skills to interact with different groups of people effectively
• Yardi and PO knowledge
• Other duties as assigned
• Personnel Management 
  • Assist Property Manager in the hiring, training, daily supervision, evaluation, and service team counseling.
  • Schedule or assist with scheduling of Service Technicians, Housekeepers, Porters, and groundskeepers.
  • Coordinate and oversee all work by subcontractors.
  • Inspect and ensure that all make-ready repairs and services are completed correctly and on the schedule will utilize the IG process's inspection protocols.
• Regular Property Inspections using the Property Inspection module in Yardi
• Diagnose and perform major/minor and routine maintenance/repair involving the following daily:

• Electrical and plumbing (including sewer lines)
• A/C and heating systems.
• Appliances
• Water irrigation systems.
• Stairs, gates, fences, patios, railings.
• Tile, carpet, flooring.
• Roofing, gutters, fasteners.
• Interior/exterior lights.
• Fireplaces, ceiling fans.
• Gas fixtures and appliances
• Shutters, doors, cabinets, windows, sliding glass doors.
• Boiler, gas, and electric. Understanding of Central Plant Chiller systems.
• Door locks, P.O. boxes, and locks
• Assure that all property storage areas and garages are secure at all times.
• Assure that all rentable storage rooms, COMM rooms, and other utility rooms are secured at all times.
• Security systems and fire protection equipment.
• Pool area, tile, spa, pool furniture, pool system equipment, i.e., heaters, filters, pumps and motors.
• Inspect vacated apartments and complete pre-move out and make-ready checklist. Inform Property Manager of needed services and repairs. Routinely perform duties to restore apartments to "market ready" status. Re-inspect vacant apartments after make-ready operations have been completed to determine the quality of work performed.
• Assist in keeping grounds neat and free of litter. Rake, sweep, and shovel as circumstances warrant. Snow and ice removal on property during winter conditions.
• Implement Property Snow Plan to assure that sufficient supplies, equipment, labor, contractors are on hand.
• Maintain accurate records regarding preventive maintenance, miscellaneous logs, service requests received and completed, expenditures, apartment make-ready status, work in progress, etc.
• Always be aware of and report to the Property Manager the condition of physical property throughout the community and immediately correct unsafe conditions(i.e., broken gates leading to pools, broken steps, open holes, broken/burned out exterior lights).
• Report all major repairs and requisitions to the Property Manager prior to any expenditure of funds.
• Maintain adequate inventory of spare parts and maintenance materials to handle the most common repairs and situations: stock clean and well-maintained replacement appliances at all times.
• Inventory supplies and control expenses.  Assure that supplies are sufficiently stocked to assure timely and quality repairs while not over-stocking supplies, equipment, and appliances.
• Identify all utility meter cut-offs, apartment, fixture cut-offs, sewer clean-outs, and prepare maps indicating the same.
• Schedule and perform routine preventive maintenance on all appropriate equipment regularly. Inspect and maintain all tools in excellent condition.
• Safety 
  • Assist in planning and leading safety meetings. Ensure that the MSDS book is up to date and available to service staff.
  • Perform work area clean-up and safety-related duties.
  • Wear back support belt when lifting more than 25 lbs. or while performing repetitive bending and stooping functions during working hours. Use safety equipment (goggles, masks, gloves, etc.) as tasks dictate.
  • Know and adhere to all federal, state, and local laws and all policies and procedures contained in the manuals issued by Van Metre Companies or as otherwise communicated(verbally or in writing) to associates.

Competencies

• Management Skills 
• Organization and time management.
• Strong supervisory and organization skills, professional demeanor.
• Presentation and training.
• Written and oral communication.
• Performance feedback delivery, i.e., coaching and counseling.
• Team building.
• Conduct regular meetings with the team to assure consistency, quality, and safety.
• Utilize Action Item List process while providing regular updates and meeting deadlines as assigned.

Requirements

• Provide their own essential tools and be knowledgeable and skilled in the safe use and maintenance of the following devices:
• Hand Tools: Various wrenches, screwdrivers, grips, sledgehammer, hammer, snips, posthole diggers, saws, etc.
• Power Tools: Wrenches, grinder, sander, drill, saws, etc.
• User-Moved Aids: wheelbarrows, dollies, hand trucks, bucket, hoists, jacks, step ladders, full ladders, double ladders.
• Mechanical Equipment: Motors, pumps, compressors, blowers, electric and hand-powered augers, etc.
• Measuring devices: Voltmeters, ohmmeters, testing meters, moisture meters, PH tests, etc.
• CPO certification recommended if hired at a location with a pool.
• HVAC Certification is required.
• 2 – 5 years of Multi-family experience.
• Customer Service Requirements
  • Demonstrates commitment to deliver outstanding customer service.  Communicate expectations of superior customer service requirements to service technicians.
  • Advanced situational judgment – ability to know what is needed to satisfy the customer.
  • Takes ownership to personally resolve customer problems (or find someone who can).
  • Committed to following-up with customers in all instances promptly.
  • Listens well, asks clarifying questions, and checks for agreement with customers.
  • Committed to following-up with customers in all instances promptly.
  • Strong sense of accountability - ensures that you will do what you say that you are going to do.
  • Creates a personal connection with customers – smiles, warm greetings, acts friendly and respectful, listens.
  • Coaches and mentors team to work together deliver outstanding customer service.
• Facilitate, direct, and participate in snow removal to include operating property provided snow plow and rented equipment.  
• Create and implement an on-call schedule to ensure that the technicians are on duty seven days per week, including back-up and rotation.
• Be on-call to respond to emerging situations like the situation warrants.

Additional Requirements

• Physical Requirements 
  • Constant need (66% to 100% of time) to be on feet.
  • Have frequent need (66% to 100% of the time) to perform the following activities:
  • Bend/stoop/squat/kneel – Perform routine maintenance/repairs, pick up debris. Climb stairs – Routine duties require access to apartments. Push or pull – Move equipment, appliances, open and close doors, etc. Reach above shoulders – Perform routine maintenance/repairs, paint, stock, and remove equipment. Climb ladders - perform frequent maintenance repairs. Grasping/turning – Handle tools and equipment; perform routine maintenance and repairs, phone. Finger dexterity – Handle tools and equipment, perform regular maintenance and repairs.
  • Lifting / carrying – supplies, blowers, ladders, etc.
  • *Note: Lifting and carrying weights exceeding 50lbs. is often best accomplished with assistance from one or more people. Examples of heaviest items lifted include washer/dryers, A/C units, abandoned sofas, etc.
• Speaking Requirements 
  • Constant need (66% to 100% of time) to verbally communicate with assistants, residents, vendors, and staff.
  • Proficient in the English language.
• Driving Requirements 
  • Occasional need (1% to 33% of the time) to utilize personal transportation to pick up replacement parts and supplies from vendors. Rotating "on-call" status may occasionally require expedient travel to assigned property at a moment's notice.
  • Safe driving and maintenance care of the maintenance carts and Company vehicles.
  • Valid driver's license.
• Working Environment 
  • Constantly indoors (66% to 100% of the time). Frequently outdoors, all conditions, often for extended periods (33% to 66% of the time).
  • Occasional exposure (1% to 33% of the time) to paint fumes, solvents, adhesives, etc. For example, apartment immediately after make-ready.
  • Frequent need (33% to 66% of the time) to work in awkward and confining positions.

Some weekend work is required.

Van Metre Companies has been named a Top Workplace by the Washington Post for seven consecutive years! We have received the Washington Business Journal’s Best Places to Work Award for the last six years, and have received their Corporate Philanthropy Award for the last nine years in a row!!!

We offer excellent benefits, and a work environment that fosters and rewards excellence. We also promote work/life balance, including a robust Employee Wellness Program.  We encourage employees to make full use of vacation and company paid volunteer time to refresh their bodies and minds.

Van Metre Mission Statement

The mission of Van Metre Companies is to build and continually improve upon the storied reputation, earned over the years since the Company’s founding in 1955, of providing top quality homes, investment properties and services to our customers and clients. The Company’s emphasis on integrity, professionalism and philanthropy ingrained by our founder Albert G. Van Metre, Sr. has garnered trust and respect in the Washington, D.C. area and beyond. It is critical to our future that we maintain that reputation and assure that Van Metre Companies continues to excel in real estate development and construction and in the management of apartment, retail and office investment properties, as well as in the provision of mortgage and related services. It is the task of our dedicated, energetic, and involved professionals to advance our ability to set the benchmark for luxury living and refined commercial development. The capstone of our mission is to make the “Van Metre” signature an icon for elegant residential communities, and industry leading condominium and apartment communities, as well as Class A neighborhood retail centers and office developments.