Service Director

Service Director

The Service Director provides leadership and daily management of service work orders within assigned area(s) of single-family rental homes. They lead a service team responsible for vacant and occupied work orders, providing outstanding customer service to residents. This position is accountable for favorable P&L results and the key performance indicators driving those results, including resident satisfaction, self-performance metrics, cycle times, and adherence to budget.

The Service Director oversees process implementation in addition to coaching, teaching and training the service team.

• Manage daily service operations, ensuring service quality, lowest point of resolution, compliance, and customer satisfaction across all properties
• Oversee work order execution for both Service Technicians and vendors
• Manage market-level maintenance financial performance, monitoring expenses, and KPIs to achieve budget and profitability targets
• Work closely with central operations to ensure corporate goals and initiatives are met and executed
• Lead and develop local teams, driving engagement, accountability, and alignment with company standards and operational goals
• Assist markets with identifying vendor needs, management and cost control measures/initiatives
• Participate and lead in a culture of accountability predicated on collaboration and empowerment
• Assist the region with driving resident satisfaction and retention efforts, while driving optimal survey responses, via Google, move-in and service requests
• Manage Service to provide outstanding customer service, timely completion, and work order follow-up on both occupied and vacant home issues
• Resolves resident concerns in a timely manner and maintains a high degree of customer service and competency level in all resident interactions, whether in person, over the phone, or email
• Maintains extensive knowledge of vendors, vendor pricing, Service Technician skill levels and geography and traffic patterns across assigned market
• Directs, manages, and mentors assigned service team members in all areas, including schedule optimization and tech efficiency
• Coordinates assigned purchasing functions for the department following established policies and procedures
• Monitor and manage response times, resident satisfaction, and the overall productivity and efficiency within their portfolio
• Review workload and approve use of third-party vendors as appropriate. Reviews vendor pricing and has elevated approval authority for invoices for completed work
• Diagnose and perform repairs as scheduled and workload permits
• Comply with the Company's national procurement policy and program
• Oversee fleet compliance and manage effective scheduling to promote efficiencies
• Oversee vendors to ensure the best possible outcome on service requests, that residents are highly satisfied, and expenses and costs stay within stated company targets
• Communicate effectively with all team members
• Comply with all Company applicable health and safety rules and regulations, as well as ensure all properties are compliant with local, state and federal health and safety laws
• Coordinate activities to maximize the efficiency of all processes
• Understand and possess the ability to train team on fiduciary duty. Ensures team in assigned market makes decisions based on the best interests of the business.
• Human Resource Management
• Recruit, hire, and train qualified, dynamic, high performance service managers and frontline team members
• Supervises staff, sets goals, and holds people accountable for results and provides timely feedback
• Ensure that all training requirements are completed on time
• Ensures that employees all have goals and receive regular feedback on their performance
• Performance management of personnel including, performance reviews, corrective action, mentoring, development plans and performance improvement plans
• Ensure that the policies, procedures, and safety guidelines are followed
• Carry out other duties as assigned that are in the best interests of the company

• High School diploma required;
  Bachelor's degree preferred
• 10 or more years of experience managing operations or maintenance in Single-family, multi-family, commercial, or military housing
• Experience in managing multiple staff members over a geographic region
• Valid Driver's License required
• Ability to work flexible hours which may include some weekends and evenings
• Ability to Travel (up to 25%)
• Available for on-call service
• Ability to review and understand cost estimates and scopes of work
• Extensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping and Irrigation Systems as they relate to residential homes
• Required equipment
  - Employee must have their own basic tools required to perform ongoing service in residential environment (Some tools provided)
• Strong customer service skills, must be able to put customers at ease
• Strong skills with MS office products including Excel
• Salesforce and/or Yardi experience strongly preferred
• Proven…