Regional Service Manager

Overview

Under the direction of the VP of Service Operations, the Regional Service Manager (RSM) is responsible for maintaining, preserving and enhancing a portfolio of a minimum of up to 16 real estate assets to provide the best service possible to the clients, (the property managers, residents, and owners) to ensure operational safety and meet or exceed annual budget projections.  The RSM is responsible for developing specifications, scopes of work, bids, and implementing capex projects. RSM ensures compliance of maintenance procedures for apartment turnovers, safety, inventory control, preventative maintenance, and hazardous materials. RSM assists in the professional development of on-site service team members. The RSM will support Area Service Managers (ASM), and on-site Service Managers with general responsibilities, and emergency/disaster situations. This role is focused in the DC/Maryland/Virginia region and primarily responsible for service Tax Credit/Affordable properties. 

Responsibilities

Capex Project Management:

• Conduct full bi-annual assessments of communities within portfolio and develop five-year capex budget recommendations and work plans.
• Communicate in writing anticipated capital needs and maintenance requirements to inform annual budget process. Prepare detailed annual capex budget recommendations and reliable cost forecasts. Advocate for critical projects with ownership and asset management as necessary.
• Utilize project management software to develop detailed scopes of work, prepare Requests for Proposal, solicit bids, make award recommendations.
• Partner with Procurement Contract Management (PCM) department to ensure proper administration of contracts/projects including obtaining all necessary permits and licenses and vendor selection and compliance.
• Provide leadership and project management oversight to ensure successful implementation for annual capex and other major projects.
• Maintain detailed files and records of capex projects, warranties and related documentation.

 

Service Operations Performance:

• Conduct full bi-annual assessments of communities within portfolio using digital inspection tools to ensure safe and efficient community operations, successful achievement of performance standards and compliance with KETTLER policy and procedures.
• Monitor ongoing property preventative maintenance programs and recommend practices to ensure efficient and proactive community upkeep.
• Utilize digital tools to monitor Key Performance Indicators for Service Division at portfolio and community level. Support on-site teams with training, coaching and direction to deliver service excellence.
• Audit and evaluate turnover procedures recommending and ensuring consistency in materials, supplies, final product, vendors and cost reduction.
• Conduct periodic audits and inspections of storage rooms, paint rooms, central plants, maintenance shops, mechanical rooms, property inventory and other operational logs – Refrigerant, Appliance replacement, carpet replacement, boiler and generator, etc.
• Conduct routine property safety inspections with Property/Service Managers and RPMs to help resolve safety situations, audit asbestos/lead compliance, and participate in corporate safety committee.
• Support communities with all County, City, HUD, VHDA, and Bank inspections. Provide leadership and direction to prepare for successful inspections and make prompt correction of any noted deficiencies.
• Review annual property inspections for Fire Life Safety, elevators, generators, boilers, pools, etc to verify proper compliance and prompt deficiency repairs.
• Ensure compliance with safety policy and procedure manual and that all team members are using programs, systems, and protective equipment available. Create and maintain, a safety-first culture with all team members.
• Assist properties with Ownership Requests as needed.

Service Contract and Budget Management:

• Monitor service vendor performance against contract expectations and provide consistent feedback to community, vendor and division leadership.
• Assist Regional Property Manager and on-site teams to properly scope and establish new service contracts for maintenance related services.
• Assist Regional Property Manager(s), Property Managers and Service Managers with the development of annual community budgets. Review community financial performance and recommend opportunities for improvement.
• Support regional contracting initiatives to centralize service contracts, improve service delivery and leverage portfolio value.

 

 

Organization:

• Inform service vendor select