Service Manager

About the Role

UDR is seeking a Service Manager to oversee the inspection, maintenance, and repair efforts at The Carriage Homes at Wyndham (265 units) in Glen Allen, VA. This role ensures the physical aspects of the community meet company standards, safety regulations, and operational efficiency while staying within budget. The Service Manager facilitates problem diagnosis and repairs in HVAC, electrical, plumbing, pool, carpentry, drywall, exterior structural, and appliance areas, and manages the quick turnaround of vacated apartments for occupancy.

Responsibilities

• Manage and complete all resident service and maintenance requests, including work orders.
• Oversee the service budget and financial resources for maintenance and repair projects.
• Lead, direct, and supervise the service team, including interviewing, training, and performance feedback.
• Review and approve Kronos timekeeping records for direct reports.
• Schedule and manage service support for preventative maintenance, safety, and OSHA/legal compliance.
• Oversee emergency repairs, either internally or through third-party vendors.
• Conduct periodic inspections and develop corrective action plans as needed.
• Develop and maintain standards for community cleanliness and appearance, including grounds, amenities, building exteriors, and common areas.
• Manage and report amenity deficiencies to the Resident Services Manager or Community Director.
• Oversee vacant apartment turn schedules, punch walks, and quality assurance for vendor turns.
• Manage utility efficiency for vacant apartments.
• Perform final walk-throughs for move-ins and pre/post move-out inspections, documenting unit conditions with photos.
• Determine interior vacant conditions for replacements (e.g., carpet).
• Manage ROI installations, including administrative prep and vendor coordination.
• Conduct weekly lighting inspections and resolve issues per operational policy.
• Complete or manage community common area and resident service requests.
• Oversee pest control and hold third-party vendors accountable.
• Inspect fitness equipment for safe operation.
• Maintain refrigerant (freon) usage and recovery logs in compliance with Risk Management guidelines.
• Manage pool logs for vendor compliance.
• Complete Cap Labor forms and purchase supplies/equipment within budget guidelines.
• Monitor and replace smart lock batteries proactively.
• Serve as the point person for programming controlled access areas.
• Manage equipment warranties and required follow-up.
• Provide superior customer service to internal and external customers.
• Participate in on-call rotation as required.
• Hire, train, and develop staff, addressing performance issues through corrective action or dismissal.
• Approve time records and time-off requests for direct reports.
• Ensure a productive, motivated, and goal-oriented team environment.
• Comply with all company policies and procedures, including UDR Values.
• Perform other duties as assigned.

Requirements

• Knowledge of organizational and community policies and procedures.
• Ability to apply policies and procedures to solve everyday issues.
• Knowledge of safety techniques in accordance with OSHA, HVAC, and company standards.
• Familiarity with Fair Housing laws.
• Ability to diagnose and repair various types of service equipment.
• Basic math skills (addition, subtraction, multiplication, division) using whole numbers, fractions, and decimals.
• Strong initiative, problem-solving, and decision-making skills.
• Ability to work in a fast-paced environment and handle multiple projects simultaneously.
• Leadership skills, including the ability to motivate, develop, and direct a team.
• Ability to apply principles of work leadership and management.
• Effective verbal and written communication skills for presenting information and resolving issues.
• Proficiency in using the internet, spreadsheets, databases, word processing software, and service ticket systems.
• Ability to use computers and smartphones for work-related tasks.

Qualifications

• High School Diploma or equivalent (preferred).
• Technical or vocational certificate and/or degree (preferred).
• Minimum of four years’ experience in building and mechanical maintenance, including HVAC, plumbing, electrical, appliance repair, painting, drywall, and/or pool maintenance.
• EPA Type II certification required; Type III or Universal may be required at some locations.
• Certification in Chlorine, Fluorine, and Carbon (CFC) preferred; required for some properties.
• Certification in pool operation (CPO) required for some locations.
• Valid driver’s license required.
• Supervisory experience preferred.

Physical Demands

• Some bending, stooping, and stretching required.
• Ability to push, pull, lift, or maneuver weights up to 100 pounds independently and 250 pounds with assistance.
• Eye-hand coordination and manual dexterity for operating tools and equipment.
• Sensory capability to detect odors and hear sounds necessary for diagnosing and repairing machinery.
• Normal range of eyesight required.
• Ability to access exterior and interior parts of the community, climb ladders, and enter small crawlspaces.
• Regular and consistent attendance is an essential function of the job.

Working Conditions

• Frequent exposure to outside elements, including temperature fluctuations, weather, odors, and landscape hazards.
• Flexible schedule with occasional evening and regular weekend work.
• May be on rotation for "On Call" duties.