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.

Ensure 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.

Monitor and enforce fleet safety standards, ensuring safe driving practices and compliance with vehicle policies.

Ensure timely, high-quality completion of service requests with a focus on resident satisfaction, service efficiency, and asset integrity, while monitoring response times to address concerns quickly and effectively.

Oversee service teams and vendors, providing leadership, training, and accountability to ensure high performance, adherence to policies, professionalism, and customer service excellence.

Track and report key performance metrics, including service efficiency, resident satisfaction, budget adherence, and vendor performance.

Optimize daily operations, ensure service requests, preventive maintenance, and property inspections are completed efficiently and meet company standards.

Manage service-related budgets, overseeing work order costs, fleet expenses, materials, and vendor services while maintaining cost control.

Oversee and manage vendor relationships, approving service requests, ensuring compliance, and holding vendors accountable for quality work.

Conduct field inspection to assess asset conditions, resident experience, team performance, and safety compliance.

Identify and implement continuous improvement strategies to enhance service delivery, operational efficiency, and asset management.

Collaborate with leadership to align service department goals with overall business objectives and drive operational excellence.

90% office-based, 10% field-based, conducting inspections, evaluating resident experience, and overseeing team performance.

Regular use of computers, mobile devices, and company systems for reporting, tracking, and communication.

Frequent interaction with residents, vendors, and internal teams to ensure 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.

High School Diploma or equivalent required.

6+ years of experience in service, maintenance, construction, or property management leadership.

Proven experience managing teams, including Service Technicians, Coordinators, and Vendors.

Strong financial acumen, with experience managing budgets, expenses, and cost controls.

Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and service management software.

Experience reviewing and understanding work scopes, cost estimates, and vendor contracts.

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.

Experience using data to assess response times, service quality, resident satisfaction, and budget adherence.

Demonstrated experience in safety compliance and operational best practices.

Bachelor's degree in Business, Construction Management, Property Management, or a related field (preferred but not required).

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.

Advanced experience leveraging data analytics and reporting tools to drive operational decision-making.

Building and Construction Knowledge of materials, methods, and tools involved in the construction, maintenance, and repair of residential properties.

Property & Asset Management Understanding of home systems, preventative maintenance, and lifecycle management of residential assets.

Safety & Compliance Strong knowledge of OSHA standards, workplace safety best practices, and regulatory compliance related to property maintenance and fleet operations.

Management & Leadership Knowledge of strategic planning, resource allocation, personnel development, and vendor oversight.

Financial Oversight Understanding of budgeting, cost controls, work order management, and financial reporting.

Data & Performance Analytics Ability to interpret service metrics, resident satisfaction data, and operational reports to drive continuous improvement.

Technology & Software Familiarity with work order systems (e.g., Yardi), Microsoft Office, reporting tools, and mobile applications used in service management.

Data Analysis & Reporting Ability to interpret service metrics, analyze trends, and leverage reporting tools to improve operational efficiency, resident satisfaction, and cost management.

Leadership & Team Development Proven ability to coach, mentor, and motivate teams, driving accountability and high performance.

Problem-Solving & Decision-Making Strong analytical and critical thinking skills to assess challenges, identify solutions, and implement corrective actions.

Operations & Process Management Ability to manage workflows, optimize service execution, and enhance operational efficiency.

Performance Monitoring Experience tracking and evaluating individual and team performance, using data to drive continuous improvement.

Judgment & Prioritization Ability to make informed decisions based on data, operational needs, and business priorities.

Financial Management Skilled in budget oversight, expense tracking, and cost control to maintain efficiency.

Negotiation & Vendor Management Ability to collaborate with vendors, negotiate service agreements, and ensure contract compliance.

Communication & Stakeholder Engagement Strong verbal and written communication skills for interacting with residents, team members, leadership, and vendors.

Time Management & Multitasking Ability to manage multiple priorities, deadlines, and urgent service needs in a fast-paced environment.

Safety-First Mindset Committed to upholding workplace safety standards and ensuring compliance at all levels.

Leadership-Oriented Willingness to lead, take charge, and drive team performance.

Resident-Focused Dedicated to delivering exceptional service and ensuring a positive resident experience.

Accountability-Driven Holds self and team members accountable for results, deadlines, and operational efficiency.

Detail-Oriented Ensures accuracy, thoroughness, and quality in service execution and reporting.

Initiative & Problem-Solving Proactively identifies challenges, develops solutions, and takes decisive action.

Adaptable & Resilient Comfortable working in a fast-paced, dynamic environment while managing multiple priorities.

Continuous Improvement Mindset Seeks ways to enhance processes, drive efficiency, and implement best practices.

Collaborative & Team-Oriented Works effectively with internal teams, vendors, and leadership to achieve shared goals.

Strong Work Ethic Demonstrates reliability, professionalism, and commitment to operational excellence.

FirstKey Homes is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.