Regional Service Manager

About the role

Under the direction of the VP of Service Operations, the Regional Service Manager (RSM) maintains, preserves and enhances a portfolio of real estate assets to provide the best service to property managers, residents and owners, ensuring operational safety and meeting or exceeding annual budget projections. The RSM develops specifications, scopes of work, bids and implements capex projects, ensures compliance of maintenance procedures for apartment turnovers, safety, inventory control, preventative maintenance and hazardous materials, assists in the professional development of on‑site service team members, and supports Area Service Managers and on‑site Service Managers with general responsibilities and emergency/disaster situations. The role focuses on the Spokane, WA region and primarily serves Tax Credit/Affordable properties.

Responsibilities

• Capex Project Management: Conduct full bi‑annual assessments of communities within the portfolio and develop five‑year capex budget recommendations and work plans; communicate anticipated capital needs and maintenance requirements in writing for the annual budget process; prepare detailed annual capex budget recommendations and reliable cost forecasts; advocate for critical projects with ownership and asset management; utilize project management software to develop scopes of work, prepare RFPs, solicit bids and make award recommendations; partner with Procurement Contract Management (PCM) to ensure proper contract administration, permits, licenses, vendor selection and compliance; provide leadership and oversight for successful implementation of annual capex and other major projects; maintain detailed files and records of capex projects, warranties and related documentation.
• Service Operations Performance: Conduct full bi‑annual assessments using digital inspection tools to ensure safe and efficient community operations, achievement of performance standards and compliance with KETTLER policy; monitor ongoing preventative maintenance programs and recommend practices for efficient upkeep; utilize digital tools to monitor Key Performance Indicators for the Service Division at portfolio and community levels; support on‑site teams with training, coaching and direction to deliver service excellence; audit and evaluate turnover procedures for consistency in materials, supplies, final product, vendors and cost reduction; conduct periodic audits and inspections of storage rooms, paint rooms, central plants, maintenance shops, mechanical rooms, property inventory and operational logs (refrigerant, appliance replacement, carpet replacement, boiler and generator, etc.); conduct routine property safety inspections with Property/Service Managers and RPMs to resolve safety situations, audit asbestos/lead compliance and participate in the corporate safety committee; support communities with County, City, HUD, VHDA and Bank inspections; provide leadership to prepare for successful inspections and correct deficiencies promptly; review annual property inspections for Fire Life Safety, elevators, generators, boilers, pools, etc., to verify compliance and ensure prompt repairs; ensure compliance with safety policy and procedure manual and that team members use available programs, systems and protective equipment; create and maintain a safety‑first culture; assist properties with Ownership Requests as needed.
• Service Contract And Budget Management: Monitor service vendor performance against contract expectations and provide consistent feedback to community, vendor and division leadership; assist Regional Property Manager and on‑site teams to scope and establish new service contracts for maintenance‑related services; assist Regional Property Manager(s), Property Managers and Service Managers with the development of annual community budgets; review community financial performance and recommend improvement opportunities; support regional contracting initiatives to centralize service contracts, improve service delivery and leverage portfolio value.
• Organization: Inform service vendor selection process and review preferred vendor lists; maintain plan sets, O&M and warranty, inspection records and other relevant documentation according to company retention policies; assist with updating and maintaining the Policy and Procedure Manual as it pertains to service operations; ensure personal and portfolio team member compliance with environmental certifications such as refrigerant, lead‑based paint, asbestos and mold renovations/repairs.
• Due Diligence And Portfolio Expansion: Assist with Due Diligence inspections and unit walks for acquisition and disposition of properties within the KETTLER management portfolio; coordinate vendor/contractors/consultants to support the Due Diligence process; complete summary reports of findings and recommendations; support on‑boarding efforts for new properties including vendor setup, contracting, team training and establishment of KETTLER policy and procedures.
• Training: Evaluate and provide guidance for training of Service Managers and other service team members regarding turnover process, inventory control, trade skills, safety, developing bid specifications, KETTLER‑required software applications and other required job skills; interview candidates for Service Manager and Service Tech positions and provide recommendations to hiring managers; coach and mentor service team members; ensure adherence to company policies, procedures and performance standards; attend and participate in monthly safety meetings at properties; ensure service team compliance with EPA CFC Certification requirements.

Qualifications

• 10+ years related technical, multi‑family and multi‑site residential maintenance experience, including 5+ years of staff supervisory/management experience.
• Vocational/Technical diploma desired, along with industry/technical certifications (e.g., HVAC, EPA, etc.); bachelor’s degree preferred.
• Universal CFC Certification required.
• Expertise in troubleshooting, plumbing, electrical, carpentry, appliance repairs, VFDs, boilers/chillers, cooling towers, VAV boxes, reading blueprints and HVAC (heat pumps, water source heat pumps, gas/electric furnaces and water heaters).
• Strong knowledge of building systems and construction methods, including mechanical, plumbing, roofing, HVAC, electrical and elevators in high‑rise, mid‑rise and garden‑style communities; understanding of complex central plant mechanical systems (cooling towers, heat exchangers, boilers, chillers, pumping systems, BAS) and site life‑safety systems (fire panel, wet/dry sprinklers, generators, etc.) and elevator maintenance.
• Outstanding computer skills, including proficiency with Microsoft Office suite (Word, Excel, Project, PowerPoint, etc.), Yardi, internet knowledge and ability to research.
• Outstanding reading and writing skills (fluency in English), with prior experience interpreting building schematics, blueprints, design and construction documents, writing policies, etc.
• Ability to evaluate contractor proposals for feasibility and cost reasonableness.
• Outstanding interpersonal, communication and speaking skills; ability to collaborate, deliver presentations and build relationships at all levels.
• Extensive experience and familiarity with affordable housing requirements (HUD, REAC, etc.), including serving in a lead capacity for preparation and compliance.
• Knowledge of laws and standards that apply to property management, such as Fair Housing Laws, Landlord‑Tenant Law, OSHA Standards, local and state building codes.
• Strong leadership, drive and initiative.
• Outstanding organizational planning and time management skills, including ability to manage and prioritize multiple projects and priorities.
• Adept at leading projects, managing deliverables, pulling teams together and facilitating effective collaboration to achieve successful outcomes.
• While performing the duties of this job, the employee must frequently lift and/or move up to 50 pounds independently and occasionally move up to 100 pounds or more with assistance.
• Must have reliable transportation, unrestricted driver's license and insurance, and ability to meet attendance/punctuality requirements and travel between work sites in the Seattle, Tacoma and Olympia WA region.

Pay

The salary range for the Spokane, WA region is $118,000 - $137,000.