Regional Service Manager

SUMMARY OF RESPONSIBILITIES

The Regional Service Manager will oversee Maintenance Managers to ensure maintenance requests are fulfilled according to company standards in their assigned FirstKey Homes region, which spans across markets in multiple states. This leader will provide guidance and support, address complex escalated issues, ensure key performance metrics are met, reinforce compliance standards, and mange workforce planning and performance.

ESSENTIAL DUTIES

• Oversee Service Managers and Vendors in their assigned region to ensure the best possible outcome on service requests, residents are highly satisfied, and expenses stay within stated company targets.
• Monitor and manage key performance indicators to ensure response times, resident satisfaction and overall productivity standards are met within their portfolio.
• Resolve complex escalated matters from Service Managers in their assigned region.
• Review requests to use third party vendors and approves when appropriate.  Review vendor pricing and approve invoices for completed work.

• Train team on newly developed processes and procedures. Train and promote maintenance best practices. Coordinate skills and trade-based training for associates as needed.

• Monitor cost control of service orders and ensure that all maintenance related tasks stay within budget. 
• Follow-up on service orders to ensure resident satisfaction with the work completed and resolves issues with dissatisfied customers.
• Track work orders and report accurate updates.
• Comply with and reinforce all applicable health and safety rules and regulations, as well as ensures all properties are compliant with local, state and federal health and safety laws.
• Coordinate activities to maximize the efficiency of all processes.
• Supervise staff, set goals and hold associates and vendors accountable for results.
• Ensure associates have goals and receive regular feedback on their performance.
• Track employee training and ensure required training is completed in a timely manner.
• Oversee performance management of personnel which includes: performance reviews, creating corrective actions, mentoring, development and performance improvement plans.
• This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS

• Primarily working indoors, office environment.
• May sit for several hours at a time.
• Prolonged exposure to computer screens.
• Repetitive use of hands to operate computers, printers, and copiers.
• Requires flexible hours for traveling to local markets over 50% of the time and may include weekends and evenings.

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma or equivalence
• Minimum 8 years of progressive construction management experience
• High proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Experience with reviewing and understanding cost estimates and scopes of work
• Experience managing multiple contractors/crews at various locations
• Experience in a supervisory or leadership role that spans across disperse geographic locations

PREFERRED EDUCATION AND EXPERIENCE

• Experience with residential property management or residential construction

• Experience using Yardi Voyager or similar property management program
• Experience working in a fast paced, high-growth company

REQUIRED KNOWLEDGE

• Construction — Knowledge of materials, methods, and the tools involved in the construction or repair of houses.
• Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

REQUIRED SKILLS

• Active Listening— Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking— Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Complex Problem Solving— Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Judgment and Decision Making— Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Management of Personnel Resources— Motivating, developing, and directing people as they work, identifying the best people for the job.
• Management of Financial Resources— Determining how money will be spent to get the work done, and accounting for these expenditures.
• Time Management— Managing one's own time and the time of others.
• Monitoring— Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Negotiation— Bringing others together and trying to reconcile differences.
• Speaking— Talking to others to convey information effectively.
• Writing— Communicating effectively in writing as appropriate for the needs of the audience.

WORK STYLES & BEHAVIORS

• Leadership— Job requires a willingness to lead, take charge, and offer opinions and direction.
• Initiative— Job requires a willingness to take on responsibilities and challenges.
• Attention to Detail— Job requires being careful about detail and thorough in completing work tasks.
• Persistence— Job requires persistence in the face of obstacles.
• Achievement/Effort— Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
• Adaptability/Flexibility— Job requires being open to change (positive or negative) and to considerable variety in the workplace.

FirstKey Homes is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.

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