Service Manager

About the Role

Under the direction of the Property Manager, the Service Manager is responsible for all physical operations of the apartment community, coordinating and performing maintenance and repair services to ensure excellent curb appeal and quality of apartment homes, responding to customer service requests, monitoring and adhering to all safety policies, providing a positive work environment for maintenance team members, and leading by example.

Responsibilities

• Direct and oversee all aspects of maintenance of the community, including resident satisfaction and retention.
• Schedule and perform preventative maintenance, inspections, nighttime lighting audits, and janitorial services per policies and procedures. Maintain accurate records.
• Provide first-line information, documentation, and training regarding property-specific special needs including asbestos, lead, and deficient plumbing.
• Conduct daily inspections of the property for curb appeal, condition, and safety issues to meet Inspection Report standards and the “white glove” test.
• Schedule, coordinate, and assist with apartment turns including resident move-out and apartment renovations.
• Ensure vacant apartments are in market-ready condition according to quality standards, downtime standards, and the “white glove” test.
• Follow expense guidelines, monitor operating expenses within budget, and make recommendations for cost-saving strategies.
• Purchase adequate materials for timely service requests, vacant turns, and inventory control. Maintain locked storage areas and inventory of assets.
• Communicate anticipated capital needs and maintenance requirements for the operating budget in writing.
• Assist the Property Manager in the development of the annual budget, business plan, and capital improvements.
• Coordinate all contracted services, solicit and analyze bids, and ensure materials are accounted for and work is performed properly prior to payment release.
• Supervise the use of community golf carts.
• Notify the Property Manager of solutions for any safety or liability concerns as well as preventative maintenance needs.
• Conduct and document weekly safety meetings including procedures, training, safety equipment, MSDS, and use of equipment.
• Attend training to receive additional regulatory and environmental certifications such as lead, asbestos, renovations/repairs, and HVAC.
• Complete service requests from residents and team members promptly and document follow-ups for incomplete requests.
• Audit and reconcile the key tracking system weekly.
• Ensure excellent customer service and follow-up, answering pages promptly and courteously.
• Efficiently schedule service personnel and vendors; participate in after-hours emergency service requests, 24/7.
• Recruit and select team members, adhering to hiring policies and procedures.
• Teach, coach, and mentor team members; ensure they receive necessary training and adhere to company policies.
• Create a team environment: hold weekly team meetings; manage by goals and open communication.
• Provide ongoing feedback to team members and conduct scheduled formal written performance reviews.
• Take corrective action as necessary according to company policy, including recommendations for compensation adjustments, promotions, and terminations.
• Lead by example and accept accountability for all actions. Hold direct reports accountable.
• Perform other duties as required.

Requirements

• High school diploma or equivalent.
• CFC Certification Type I and III or Universal, and valid Driver’s License.
• 4-year college degree desired.
• 4 years of experience in maintenance and repair for apartment communities, including 2 years of supervisory experience.
• Knowledge to troubleshoot and repair HVAC systems, appliances, water heaters, electrical systems, drywall, floor coverings, carpentry, locks, painting, pools, plumbing, roofs, life safety equipment, etc.
• Understanding of operating budgets.
• Proficient in Word, Excel, and Internet applications.
• Excellent communication skills, both verbal and written.
• Working knowledge of printers, telephones, photocopiers, ladders, dollies, back belts, goggles, gloves, electric snakes, reciprocating saws, hand saws, circular saws, table saws, cordless drills, snow blowers, drill presses, paintbrushes, vacuums, shampoo machines, blowers, cleaning supplies, and small hand tools. Must have own hand tools.

Physical Requirements

• Requires use of telephone and computer.
• Frequent bending, kneeling, stooping, pushing, and pulling actions.
• Occasionally requires lifting 75 pounds or less; frequently requires lifting 25 pounds throughout the workday.
• Must be able to walk apartments and grounds, including steps.
• Able to climb ladders over 10 feet.
• Ability to read gauges.

Benefits

• Comprehensive health and wellness benefits, including two medical plan options with a company-funded HSA plan (100% premium coverage for employees) and subsidized options for family members.
• Dental and vision plan choices.
• Paid time off, paid volunteer time, and company-paid holidays.
• 401(k) match.
• Employer-paid Life and AD&D insurance.
• Educational reimbursement to support professional growth.

About the Company

Middleburg Communities is a fully integrated real estate investment, development, and construction firm focused on rental housing in high-growth markets across the southeastern United States. Since 2004, the company has acquired and developed over 22,000 apartment units, executing approximately $3 billion in transactions. Middleburg is one of the most active developers and builders of rental housing in the nation with approximately $1 billion in recurring annual development value.

At Middleburg Communities, we share a vision for greater value creation through community impact. Our success is rooted in a genuine desire to serve our local communities in thoughtful and holistic ways. By enhancing the lives of others, we contribute positively to neighborhoods and maximize real returns for our partners.