Regional Service Manager

Summary

The Regional Service Manager partners with the Vice President of Maintenance Services to support maintenance operations across multiple communities. They are responsible for establishing and maintaining service standards, improving operational efficiency, overseeing capital projects, expense control and supporting the development of onsite service teams. They provide training, guidance, and oversight to ensure consistent, high-quality maintenance performance.

• Principal Duties and Responsibilities
• Training and Development
• Establish and monitor standards for cleanliness, grounds, amenities, maintenance shops, service requests, and make-ready completion
• Develop and maintain preventative maintenance programs
• Identify property-level needs and communicate deficiencies to Operations Managers and the VP of Maintenance Services
• Provide hands-on training and troubleshoot support in areas such as plumbing, electrical, and appliances
• Coordinate support across communities to reduce reliance on outside contractors
• Maintain certification records and ensure compliance with required credentials
• Deliver service team training at least quarterly to enhance performance and technical knowledge
• Review and support coordination and execution of emergency services
• Community Inspections and Quality Assurance
• Conduct regular inspections of service team work and provide feedback to VP of Maintenance Services and Operations Managers leadership at least monthly
• Establish and maintain Quality Assurance Review (QAR) standards and assist in action plans and follow-up for bi-annual reviews
• Assist with acquisition inspections and property assessments
• Vendor and Contract Management
• Define scope of work, service standards, and pricing for vendors
• Evaluate maintenance practices to ensure cost-effective and high-quality outcomes including outside contract services, training support and replacement standards
• Improve procurement processes for parts, supplies, and tools
• Negotiate pricing to maximize value and control costs
• Capital Improvement Projects
• Assist and review scope of work for capital projects
• Oversee capital project work, support timeline/completions, and approve progress payments and final sign-off of the projects
• Communicate with Community Managers, Service Managers and Operations Managers on capital project schedules, responsibility, and completions
• Financial Performance
• Improve Cost Per Unit at each community - Maintenance Parts and Supplies, Turn Over Costs, Exterior Maintenance, Replacements, Contract Services
• Establish standards for Service Managers to participate in 30-60-90 day forecasting with Community Managers
• Identify opportunities to reduce replacement and operating costs while maintaining quality standards
• Leadership and Oversight
• Provide direction to contractors and oversee project execution through Service and Community Managers
• Support onboarding and ongoing development of Service Managers, including coaching and performance management
• Ensure compliance with Griffis service standards across all communities

Demonstrate customer service skills by treating residents and others with respect, answering questions from the team and residents, responding sensitively to complaints about maintenance services, and assigned work orders with efficiency and urgency

Identify opportunities to improve efficiency, processes, and overall team performance

Qualifications

• 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.
• Preferred Education and Experience
• Demonstrated commitment to valuing diversity and contributing to an inclusive work environment
• Bachelor’s degree from a four-year college or university is preferred; high school diploma or GED is required
• A minimum of 3 years’ experience in multi-family housing is required
• EPA certifications Type I and II or Universal for refrigerant recycling is required
• CPO certification and all certifications as required by State and Local jurisdictions is required
• Strong organizational and time management skills with the ability to work independently
• Ability to adapt to changing priorities in a fast-paced environment
• Strong problem-solving and decision-making skills
• Effective communication and interpersonal skills
• Demonstrated commitment to fostering an inclusive and respectful work environment
• Intermediate proficiency in Microsoft Office (Outlook, Excel, Word)
• Experience with Bluebeam or similar tools for blueprint review and markups
• Familiarity with Smartsheet or similar project tracking tools
• Other
• Ability to travel as business needs dictate
• Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.