Service Manager

 

SUMMARY OF RESPONSIBILITIES 

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 standard—while 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 

• 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. 

 

Additional duties may be assigned as needed. 

 

WORKING CONDITIONS 

• 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. 

 

REQUIRED EDUCATION AND EXPERIENCE