Regional Service Manager

Summary
The Regional Service Manager partners with the Vice President of Maintenance Services to support maintenance operations across multiple communities. They are responsible for establishing and maintaining service standards, improving operational efficiency, overseeing capital projects, expense control and supporting the development of onsite service teams. They provide training, guidance, and oversight to ensure consistent, high-quality maintenance performance.

Principal Duties and Responsibilities
Training and Development

Establish and monitor standards for cleanliness, grounds, amenities, maintenance shops, service requests, and make-ready completion
Develop and maintain preventative maintenance programs
Identify property-level needs and communicate deficiencies to Operations Managers and the VP of Maintenance Services
Provide hands-on training and troubleshoot support in areas such as plumbing, electrical, and appliances
Coordinate support across communities to reduce reliance on outside contractors
Maintain certification records and ensure compliance with required credentials
Deliver service team training at least quarterly to enhance performance and technical knowledge
Review and support coordination and execution of emergency services

Community Inspections and Quality Assurance

Conduct regular inspections of service team work and provide feedback to VP of Maintenance Services and Operations Managers leadership at least monthly
Establish and maintain Quality Assurance Review (QAR) standards and assist in action plans and follow-up for bi-annual reviews
Assist with acquisition inspections and property assessments

Vendor and Contract Management

Define scope of work, service standards, and pricing for vendors
Evaluate maintenance practices to ensure cost-effective and high-quality outcomes including outside contract services, training support and replacement standards
Improve procurement processes for parts, supplies, and tools
Negotiate pricing to maximize value and control costs

Capital Improvement Projects

Assist and review scope of work for capital projects
Oversee capital project work, support timeline/completions, and approve progress payments and final sign-off of the projects
Communicate with Community Managers, Service Managers and Operations Managers on capital project schedules, responsibility, and completions

Financial Performance

Improve Cost Per Unit at each community - Maintenance Parts and Supplies, Turn Over Costs, Exterior Maintenance, Replacements, Contract Services
Establish standards for Service Managers to participate in 30-60-90 day forecasting with Community Managers
Identify opportunities to reduce replacement and operating costs while maintaining quality standards

Leadership and Oversight

Provide direction to contractors and oversee project execution through Service and Community Managers
Support onboarding and ongoing development of Service Managers, including coaching and performance management
Ensure compliance with Griffis service standards across all communities
Demonstrate customer service skills by treating residents and others with respect, answering questions from the team and residents, responding sensitively to complaints about maintenance services, and assigned work orders with efficiency and urgency
Identify opportunities to improve efficiency, processes, and overall team performance