Area Service Manager

Overview

Under the direction of the VP of Service Operations, the Area Service Manager (ASM) is responsible for maintaining, preserving and enhancing a portfolio of real estate assets to provide the best service possible to the clients, (the property managers, residents, and owners) to ensure operational safety and meet or exceed annual budget projections.  The ASM is responsible for developing specifications, scopes of work, bids, and implementing capex projects. ASM ensures compliance of maintenance procedures for apartment turnovers, safety, inventory control, preventative maintenance, and hazardous materials. RSM assists in the professional development of on-site service team members. The ASM will support and manage the on-site Service Managers with general responsibilities, and emergency/disaster situations.

This role is focused in the Eastern Washington and Idaho region and primarily responsible for service Tax Credit/Affordable properties. 

Required travel to portfolio properties located in: SPOKANE, SPOKANE VALLEY, AIRWAY HEIGHTS WASHINGTON, and Coeur d'Alene, IDAHO.

The salary range for the Spokane, WA region is up to: $110k DOE.

Responsibilities

Capex Project Management:

• Conduct full bi-annual assessments of communities within portfolio and develop five-year capex budget recommendations and work plans.
• Communicate in writing anticipated capital needs and maintenance requirements to inform annual budget process. Prepare detailed annual capex budget recommendations and reliable cost forecasts. Advocate for critical projects with ownership and asset management as necessary.
• Utilize project management software to develop detailed scopes of work, prepare Requests for Proposal, solicit bids, make award recommendations.
• Partner with Procurement Contract Management (PCM) department to ensure proper administration of contracts/projects including obtaining all necessary permits and licenses and vendor selection and compliance.
• Provide leadership and project management oversight to ensure successful implementation for 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 of communities within portfolio using digital inspection tools to ensure safe and efficient community operations, successful achievement of performance standards and compliance with KETTLER policy and procedures.
• Monitor ongoing property preventative maintenance programs and recommend practices to ensure efficient and proactive community upkeep.
• Utilize digital tools to monitor Key Performance Indicators for Service Division at portfolio and community level. Support on-site teams with training, coaching and direction to deliver service excellence.
• Audit and evaluate turnover procedures recommending and ensuring 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 other operational logs – Refrigerant, Appliance replacement, carpet replacement, boiler and generator, etc.
• Conduct routine property safety inspections with Property/Service Managers and RPMs to help resolve safety situations, audit asbestos/lead compliance, and participate in corporate safety committee.
• Support communities with all County, City, HUD, VHDA, and Bank inspections. Provide leadership and direction to prepare for successful inspections and make prompt correction of any noted deficiencies.
• Review annual property inspections for Fire Life Safety, elevators, generators, boilers, pools, etc to verify proper compliance and prompt deficiency repairs.
• Ensure compliance with safety policy and procedure manual and that all team members are using programs, systems, and protective equipment available. Create and maintain, a safety-first culture with all team members.
• 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 properly 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 opportunities for improvement.
• 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
• Maintain plan sets, O&M and warranty, inspection records and other relevant documentation for communities according to company retention policies.
• Assist with updating and maintaining the Policy and Procedure Manual specifically as it pertains to service operations.
• Ensure personal and portfolio team member compliance with environmental certifications such as refrigerant, lead base 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 Due Diligence process.
• Complete summary report 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 the 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; and ensure service team members adhere to company policies and procedures and performance standards.
• Attend and participate in monthly safety meetings that are taking place at the properties.
• Ensure compliance with safety policy and procedure manual and that all team members are using programs, systems, and protective equipment
• Ensure service team compliance with EPA CFC Certification requirements.

All other duties as assigned.

Qualifications

• 10+ years related technical, multi-family and multi-site residential maintenance experience required, including 5+ years of staff supervisory/management experience.
• Vocational/Technical diploma desired, along with industry/technical certifications (e.g. HVAC, EPA, etc.); bachelors' degree preferred.
• Universal CFC Certification required.
• Must possess expertise in troubleshooting, Plumbing, Electrical, Carpentry, Appliance Repairs, VFD’S Boilers/Chiller, Cooling Tower, VAV boxes, Read 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, experience to include a strong 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 required, including proficiency with Microsoft Office suite (Word, Excel, Project, PowerPoint, etc.), Yardi, internet knowledge and ability to research.
• Outstanding reading and writing skills required (fluency in English), along with prior experience in 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 required.
• Ability to collaborate with others, deliver presentations, and build relationships at all levels, including maintenance employees, on-site management, property ownership and corporate staff.
• Extensive experience and familiarity with affordable housing requirements (HUD, REAC etc.), including serving in a lead capacity with 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 the 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 both attendance/punctuality requirements as well as Required travel to portfolio properties located in: SPOKANE, SPOKANE VALLEY, AIRWAY HEIGHTS WASHINGTON, and Coeur d'Alene, IDAHO.

The salary range for the Spokane, WA region is up to: $110k DOE.

The above-referenced position summary is a guideline designed to present an overview of the job duties and is not intended to be a comprehensive list of responsibilities and requirements.