REGIONAL SERVICE DIRECTOR JOB DESCRIPTION
SKILLS, KNOWLEDGE & PERSONAL CHARACTERISTICS:
The following attributes are desirable for job success: Responsible for maintaining and improving the integrity of the Company’s portfolio of physical assets in accordance with the Company’s mission, vision, and objectives. Responsible for assisting in the recruiting, hiring, training, and development of all maintenance personnel and/or positions assigned, either directly or through others. Must have the ability to partner well with direct supervisor, Executive Leadership Team, company department head, and support teams.
Exceptional apartment maintenance experience, knowledge of appliance repair, light carpentry, plumbing and electrical knowledge, heating and cooling system experience, basic computer skills, knowledge of life safety procedures, safety conscious, steady and dependable, ability to work with pressure of deadlines, ability to travel overnight roughly 25%, and work a flex work schedule if needed to accommodate property emergencies. Must be able to deliver a high level of customer service.
SUMMARY OF FUNCTIONS:
As the Regional Service Director, you will be responsible for assisting in the supervision and coordination of maintaining the physical condition and appearance of all properties through the general oversight of Service Directors, Service Technicians, Grounds and Housekeeping personnel. Organize, coordinate, supervise, and manage the overall maintenance programs including exterior property conditions, timely service request completion, quality and timely make-ready program, and cost-effective inventory control of all assigned properties. Lead Service Teams in the timely execution and completion of pre-approved capital projects within budgeted parameters.
ESSENTIAL FUNCTIONS: The Regional Service Director is responsible for overseeing the maintenance of the assigned properties within their region, including but not limited to:
- Leads the assigned Service Teams through procedural development and provides implementation of policy strategies to improve effectiveness.
- Work with property software – Yardi – to review status of make-readies and work orders. Ensure that adequate scheduling occurs at the site level to make certain that all vacant units are kept ready for occupancy. Provide assistance and oversight for the push to complete all resident work orders within a 24/48 hour time frame.
- Reviews Work Orders in progress and/or completed on a recurring and consistent basis to ensure needs are being managed and repairs are being made in compliance with Woodward Partners standards and expectations.
- Inspect vacant units on site visits to ensure units are meeting energy expectations and that vacant ready units are being maintained for move-in.
- Run and analyze financial reports through Yardi to identify general ledger line items exceeding budget and work with regional and community personnel on cost-saving measures that will result in controllable expenses meeting monthly fiscal targets.
- Inspect properties according to the completion of Preventative Maintenance schedule and communicate issues identified to Regional Manager when program is not being adhered to.
- Identify vendors who produce quality work standards and agreeable pricing, then periodically scrutinize invoices from those vendors to ensure the properties are paying the agreed-upon pricing.
- Promote good public relations with residents, co-workers, and company staff. Always display a friendly and courteous attitude towards prospects, residents, vendors, and other employees through the “Exceeding your Expectations” culture. Maintain professionalism at all times.
- Partner with the VP of Capital Projects, Regional Directors, Community Directors, and Service Directors to develop a high-quality on-site Service Team through implementation of effective recruiting, training, mentoring, and coaching programs. Connect with and mentor all Service Team members to identify candidates for future advancement. Provides mentorship and leadership to the Service Teams to create the pursuit for exemplary customer service to residents, fellow employees, vendors, and clients. Strives to create a professional environment in all conditions and circumstances to provide the highest level of service.
- Provide hands-on training to Service Directors and Technicians to improve team’s ability to diagnose and repair standard maintenance-related issues. Evaluate Work Order reporting in Yardi to identify potential areas of need regarding training. Has the ability to train in policies and procedures and thoroughly understands Woodward Partners standards as identified in the Woodward Service Operations Manual.
- Conduct routine meetings with Service Directors to evaluate performance metrics and develop action plans for success. Will utilize this meeting sequence to assess, develop, and train practices to achieve goals, in a collaborative effort with specified Service Directors.
- Shall conduct comfortable yet innovative “classroom style” training environments and will assist VP of Capital Projects in developing and implementing a technical and skill-based training program for site-level maintenance associates.
- Partner with the VP of Capital Projects, Regional Directors, Service Directors, and Community Directors on capital projects, renovation projects, life-safety matters, etc. to identify quality vendors, develop Scopes of Work and Bid Packets, submit Expenditure Requests for approval, award work, and monitor work through satisfactory completion.
- Ensure that all physical aspects of the property are fully functional, safe, and attractive. Visually inspect grounds, buildings, and apartment units on a regular basis. Coach and follow up with site team on improvements. Notify the VP of Capital Projects and Regional Managers of any risk management issues at the property.
- Complete the Service Operations portions of the Woodward Property Inspections, according to schedule, for each asset and effectively communicate concerns/issues to the Woodward Partners Leadership team. Create work orders for all controllable issues identified and follow up on the completion of said tasks. Create a plan of action for all capital needs identified so they can be introduced into upcoming budgets appropriately.
- Inspect maintenance shop inventories to confirm that proper inventory levels are maintained, shop meets the Woodward Partners Shop expectations, equipment is well maintained, and that overall organizational practices are being managed.
- Perform, and report on, all work according to the safety standards of the company, OSHA, health codes, and Woodward Partners Service Operations Manual.
- Ensure that all required City, State, and Federal Inspections and permits are completed in a timely manner including, but not limited to: fire, backflow, elevator, and pool. Ensure any deficiencies are acknowledged and repaired accordingly.
- Ensure all required documentation is completed accurately and according to Woodward Partners policy, as identified in the Woodward Partners Service Operations Manual (Refrigerant Logs, Pool Chemical Logs, Lighting logs, etc.)
- Ensure the Contracts, Certificates, Inspections, and Permits Binder is current and readily available as specified in the Woodward Partners Service Operations Manual.
- Ensure that all required OSHA Hazard Communication Standard training is current.
SUPERVISORY RESPONSIBILITIES:
Yes
FLSA STATUS:
Salary Exempt
ORGANIZATIONAL RELATIONSHIP:
Reports directly to the VP of Capital Projects, who has the primary authority to determine the exact “day-to-day” duties of the Regional Service Director. This determination will take into consideration the supervisor’s skills, experience, and career goals, and how they best fit into the operational needs of the property. Works with vendors, property office personnel, Service Teams, Regional Managers, Woodward Executive Team, outside service providers and vendors, and corporate support personnel.
OTHER REQUIREMENTS:
Hours of Work: 8:00/9:00a.m. to 5:00pm/6:00p.m., Monday through Friday.
Transportation:
Must have a reliable vehicle to transport tools and equipment to job sites.
Bondable and Valid Driver’s License.
PHYSICAL DEMANDS:
Extensive mobility and good physical condition. The ability to lift 100 lbs. for the installation and removal of appliances. The ability to operate all required hand tools to make repairs. The ability to walk, stand, sit, kneel, squat, bend, stoop, push, pull, twist, climb stairs, climb ladders, grasp, squeeze, and reach including overhead items in need of repairs. The ability to drive to and from job sites. Tolerance to all extremes of hot and cold weather, as may be necessary.
TOOLS:
Must provide own basic tools or be willing to obtain the required hand tools.
SPECIFIC SKILLS:
Must be knowledgeable and skilled in the safe use and maintenance of the following:
Hand tools:
Various wrenches, screwdrivers, grips, sledgehammer, hammer, snips, post hole diggers, saws, etc.
Power Tools:
Wrenches, grinder, sander, drill, saws, etc.
Moving & Job Aids:
Wheelbarrows, dollies, hand trucks, buckets, hoists, jacks, stepladders, full ladders, double ladders etc.
Measuring Devices:
Voltmeters, ohmmeters, testing meters, PH tests, etc.
WORKING ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes, or airborne particles, toxic or caustic chemicals, outside weather conditions, and risk of electrical shock. The noise level in the work environment is usually moderate. Occasional exposure to bedbugs or pests is common in the multifamily industry. May need to work outdoors in the climate of the region where the property is located.
EDUCATION AND EXPERIENCE:
High school diploma or GED or trade school certification required. EPA Section 608 required. CPO Certification Required. CAMT preferred.
LANGUAGE SKILLS:
Ability to read, write and verbally communicate in English.
COMMUNICATION:
Must be able to communicate effectively with residents, staff, supervisors, and vendors verbally and in writing.
REASONING ABILITY:
Has the ability to apply common sense understanding to conduct basic written or oral instructions.
MATHEMATICAL SKILLS:
The ability to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. The ability to perform these operations using units of American money and weight measurement, volume, and distance.
COMPUTER SKILLS:
Microsoft Word, Microsoft Outlook, Microsoft Excel and Yardi Voyager knowledge preferred.
PRE-EMPLOYMENT TESTING:
Must complete the Maintenance Skills Exam obtaining the minimum score of at least 80%. Pass drug test and background check requirements.
BENEFITS:
- 100% Paid Employee Healthcare
- Dental, Vision, & LTD Coverage
- Paid PTO & Holiday Time
- 401k Investment Plan
- Employee Apartment Discount & Employee Referral Programs
EOE STATEMENT:
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
