POSITION TITLE: Maintenance Manager EXEMPTION STATUS: Exempt REPORTS TO: Senior Field Manager SUPERVISES: Maintenance Technicians WORK LOCATION: Assigned Market DEPARTMENT NAME: Field Services FirstKey Homes is an active investor and operator of single-family rental homes across the United States. We’ve already invested nearly $1B in approximately 8,000 homes and we’re continuing to acquire more properties every month. At FirstKey, we aim to be best-in-class within our industry by providing high quality homes coupled with an unmatched customer experience for our residents. This role will provide the right candidate with an opportunity to grow with a dynamic company as we continue to increase our market size.
SUMMARY OF RESPONSIBILITIES The Maintenance Manager is a member of the Property Management team and is responsible for the management and oversight of assigned Maintenance Technicians. The Maintenance Manager ensures that resident service requests are completed correctly and in a timely fashion. The Maintenance Manager is tasked with demonstrating and leading a team that provides exceptional customer service. ESSENTIAL DUTIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Manages the Service Department to provide outstanding customer service and timely resolution to resident requests and home issues. • Oversees the Maintenance Technicians and vendors to ensure the best possible outcome on service requests, residents are highly satisfied and expenses and costs stay within stated company targets • Monitors and manages response times, resident satisfaction and the overall productivity and efficiency of Maintenance Technicians and vendors within their portfolio. • Oversees the daily call assignments and logistics for their team. • Reviews requests to use third party vendors and approves as appropriate. Reviews vendor pricing and approves invoices for completed work. • Performs ongoing training of team on newly developed process and procedures. Educates and promotes property repair best practices. Coordinate skill and trade based training for associates as needed. • Responsible for cost control on service orders and that all maintenance related tasks stay within budget. • Available to help answer Maintenance Technicians technical questions and concerns. • Follows up on service orders to ensure resident satisfaction with the work completed and works to resolve issues with dissatisfied customers. • Responsible for accurate tracking and reporting of work. • Must be able to communicate effectively with Senior Field Manager and Regional Operations Manager. • Complies with all Company applicable health and safety rules and regulations, as well as ensures all properties are compliant with local, state and federal health and safety laws.
Human Resource Management • Supervision of staff, set goals and holds associates and vendors accountable for results. • Coordinate activities to maximize the efficiency of all processes. POSITION DESCRIPTION This document is provided by the Company for the benefit of its employees. It is not a contract and does not create a contract of any kind. The Company, at its sole discretion, may modify, suspend or terminate the document at any time, with or without notice. Final interpretation of the document and its provisions is the responsibility of the Human Resources Department. 2 • Develop team and is focused on succession plan within group. • Ensure that associates all have goals and receive regular feedback on their performance • Ensures that all required training is completed in a timely manner • Ensures that workplace safety standards and practices are upheld always • Performance management of personnel including, reviews, corrective action, mentoring, development and performance improvement plans.
EDUCATION AND EXPERIENCE REQUIREMENTS • At least 7 years of experience with construction management, preferably in a residential property management or residential construction environment. • Previous experience in a supervisory or leadership role. • Proven effective Manager of people, ability to clearly communicate to team member the goals of the organization. • Ability to work flexible hours which may include weekends and evenings to meet resident needs. • Ability to manage a team towards long and short-term goals, ensuring the organization is successful in its endeavors. • Ability to review and understand cost estimates and scopes of work and in tune with current labor rates in given MSA. • Effective communication skills, ability to work with General and Sub-Contractors on scope, price and schedule. • Ability to effectively schedule and manage multiple contractors/crews at various locations within a given geographic area. • Knowledge of residential repairs and troubleshooting. • 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. • Ability to work in a fast-paced environment. WORKING CONDITIONS • Primarily working indoors, office environment • May sit for several hours at a time • Prolonged exposure to computer screens • Repetitive use of hands to operate computers, printers, and copiers • Field work and hands on training with direct reports This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.