Service Manager

Service Manager

The Service Manager is responsible for leading the local Service Office and Field Operations teams within assigned FirstKey Homes markets. This role ensures that resident service requests are completed efficiently, safely, and to a high standardwhile promoting a culture of outstanding customer service and operational excellence.

The Service Manager provides oversight and direction to Lead Technicians (where applicable), Service Coordinators, Service Technicians, and Vendors, ensuring alignment with company policies, operational effectiveness, and budget compliance. This position includes approximately 10% of field time, dedicated to inspecting property conditions, assessing the resident experience, and evaluating team performance across the market.

Essential duties include ensuring all service operations prioritize safety by following company policies, maintaining compliance with OSHA and all health regulations, while fostering a safety-first culture through protocol adherence, PPE use, incident response, and ongoing training. The Service Manager also monitors and enforces fleet safety standards, ensuring safe driving practices and compliance with vehicle policies.

Additional duties involve overseeing service teams and vendors, providing leadership, training, and accountability to ensure high performance, adherence to policies, professionalism, and customer service excellence. The Service Manager tracks and reports key performance metrics, including service efficiency, resident satisfaction, budget adherence, and vendor performance.

The Service Manager optimizes daily operations, ensuring service requests, preventive maintenance, and property inspections are completed efficiently and meet company standards. They also manage service-related budgets, overseeing work order costs, fleet expenses, materials, and vendor services while maintaining cost control. Overseeing and managing vendor relationships, the Service Manager approves service requests, ensures compliance, and holds vendors accountable for quality work.

The Service Manager conducts field inspections to assess asset conditions, resident experience, team performance, and safety compliance. They identify and implement continuous improvement strategies to enhance service delivery, operational efficiency, and asset management. Collaborating with leadership, the Service Manager aligns service department goals with overall business objectives and drives operational excellence.

Working conditions are 90% office-based, 10% field-based, conducting inspections, evaluating resident experience, and overseeing team performance. The role requires regular use of computers, mobile devices, and company systems for reporting, tracking, and communication. Frequent interaction with residents, vendors, and internal teams ensures service efficiency and quality. Some evening and weekend flexibility may be required based on operational needs. Fieldwork may involve walking, standing, and inspecting properties in various conditions. Compliance with company safety protocols, including the use of PPE when necessary, is required.

Required education and experience include a high school diploma or equivalent, 6+ years of experience in service, maintenance, construction, or property management leadership, proven experience managing teams, strong financial acumen, proficiency in Microsoft Office Suite and service management software, experience reviewing and understanding work scopes, cost estimates, and vendor contracts, and ability to manage multiple teams, projects, and priorities across a geographic area. Demonstrated experience leveraging data and reporting tools to track performance metrics, identify trends, and drive operational improvements is also required.

Preferred education and experience includes a bachelor's degree in Business, Construction Management, Property Management, or a related field, experience in residential property management, construction, or maintenance operations, familiarity with Yardi or similar property management / work order systems, experience managing vendors, service contracts, and third-party maintenance teams, proven success in a fast-paced, high-growth, or multi-market environment, and advanced experience leveraging data analytics and reporting tools to drive operational decision-making.

Required knowledge includes building and construction, property & asset management, safety & compliance, management & leadership, financial oversight, data & performance analytics, and technology & software.

Required skills include data analysis & reporting, leadership & team development, problem-solving & decision-making, operations & process management, performance monitoring, judgment & prioritization, financial management, negotiation & vendor management, communication & stakeholder engagement, and time management & multitasking.

Work styles and behaviors include a safety-first mindset, leadership-oriented, resident-focused, accountability-driven, detail-oriented, initiative & problem-solving, adaptable & resilient, continuous improvement mindset, collaborative & team-oriented, and strong work ethic.