Service Order Manager (Island Palm Communities)

Responsibilities

• Scope, scheduling and coordination or service order work (internal and contracted). Utilize the YARDI tools to manage service orders.
• Customer service escalations: Address and diffuse customer concerns and escalation including appropriate follow up, parts scheduling, contractor scheduling and follow through to resolution. 
• Personnel management: Participate in hire, termination, performance management and progressive discipline in coordination with DOF and HR. Train, coach and mentor team members. Schedule and adjust technician’s daily work load. Assisting coordination of technician training, truck stock inventories and employees. 
• Oversee service operations: Ensure that all IPC Housing Services, Lendlease and Military Partner policies, procedures, standards and reporting requirements are effectively communicated to employees, adhered to and properly implemented and delivered accurately, timely. Communicate daily with Maintenance department managers (COM, Dispatch, Warehouse) to ensure appropriate goals and targets are met for Service Orders. Ensure consistent and accurate communication between maintenance department and community/leasing offices. 
• Scope, scheduling and coordination of preventive maintenance work (internal and contracted) including individual homes, playgrounds, amenities and facilities. Manage scheduled curb-appeal and other work for entire project to include street-sweeping, pressure-washing, preventive maintenance, etc. 
• Quality control activities and subcontractor verification: Perform quality control checks for service request process for technician and subcontracted work to ensure time and quality expectations are met. 
• Responsible for meeting outlined budgetary requirements and forecasting volume and cost overages. 
• Employee and site safety/environmental: Participate in site safety and environmental programs, coordinating with regional Lendlease safety and environmental managers on immediate concerns and opportunities for improvement. Educate, monitor and coach team members about safety and environmental requirements and standards. Act as Mold Operations and Maintenance (O&M) Coordinator. Manage all documentation, repairs and testing for mold issues. 
• Reporting: Generate and review appropriate weekly and monthly maintenance reports to determine if there are any current or potential issues. Make recommendations for solutions and ensures solutions are implemented by appropriate staff. Evaluate property damage reports and incident reports and make recommendation for future actions. 
• May be responsible for duties of Service Dispatch Manager, Service Order Coordinator, Resource manager and Field Supervisors in their absence or as required. 
• Will be responsible for direct supervision of 5 - 9 employees and indirect supervision of 21 - 50 employees

Requirements

• High School diploma or GED required; Vocational/Technical training and/or Associates degree preferred
• Minimum 3 - 5 years previous work-related experience required
• Minimum 1 - 3 years previous supervisory/management experience required
• Must have a current vehicle license in good standing and meet the driving records standards outlined in the Company Safe Vehicular Operations Policy
• Experience with computer systems required, including web-based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access
• Able to communicate clearly and effectively in writing with internal and external customers
• Able to comprehend and communicate complex verbal information in English to organization staff, clients, families and external customers
• Must demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use in varied situations
• Must act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows