Service (Maintenance) Director

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POSITION SUMMARY 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.

ESSENTIAL FUNCTIONS 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…