Service & Maintenance Manager

The Wan Bridge Group is a Texas-based premier developer, builder, and community manager for single-family build-for-rent (BFR) neighborhoods. Wan Bridge has more than 3,000 houses under management with an additional 1,000 homes expected to be completed by the end of 2024 throughout our Texas markets. Wan Bridge is building the future of luxury living, and we invite you to build your future with Wan Bridge.

Wan Bridge Group provides competitive health benefits, 100% covered medical, dental, and vision insurance to 401k matching up to 4%. match with immediate vesting after 90 days of employment, and lunch provided daily or a meal allowance for on-site employees.

Summary:

The Service Operations Manager plays a pivotal role in overseeing and managing the service operations, ensuring the efficient and effective delivery of our residential real estate service platform. The ideal candidate will balance hands-on expertise with effective team leadership skills, ensuring the seamless delivery of services.

Key Responsibilities:

• Direct Involvement in MEP Repairs & Maintenance:
  • The manager not only oversees but also actively participates in the troubleshooting and repair of MEP systems. This hands-on approach allows them to directly assess issues, make informed decisions, and guide their team by example.
  • Implements a rigorous preventative maintenance schedule for MEP systems to reduce the frequency and severity of repairs, extending the lifespan of these systems and making turnovers quicker and less costly.
• Quality Control:
  • Personally inspects and ensures the quality of work done by both the internal maintenance team and external contractors. This hands-on oversight helps in maintaining high standards of workmanship.
• Onsite Presence during Critical Projects:
  • By being physically present at properties undergoing significant repairs or turnovers, the manager can make quick decisions on the spot, reducing delays and ensuring projects stay on track.
  • Be available for emergency after-hours service calls, including evenings and weekends, in adherence to maintenance SOP.

• Team Leadership:
  • Utilize daily, weekly, and ongoing reporting tools for setting service response goals and team performance management.
  • Provide leadership and guidance to the service team, fostering a positive and collaborative team culture with a strong customer service focus.
  • Support safety training and conduct safe work practice audits.

• Service Delivery:
  • Demonstrate hands-on capabilities to train team members, oversee work efficiencies, and provide backup support in the field.
  • Validate on-site challenges and provide practical solutions.
  • Ensure the team maintains high-quality service standards.

• Service Scheduling:
  • Utilize strong service scheduling skills to identify needs and prioritize work orders.
  • Lead the team in efficient scheduling and completion of service tasks.
  • Track and provide ongoing reporting of service deliverable target completion.
  • Optimize resource allocation to meet business demands and deadlines.

• Vendor & Budget Management:
  • Seeks out and negotiates cost-effective solutions for repairs and upgrades, leveraging relationships with suppliers and contractors to get the best prices without sacrificing quality.
  • Develop and maintain relationships with vendor trades resources.
  • Adhere to approved community budgets through effective expense management, vendor selection, annual bid process, and inventory control.
  • Collaborate with vendors to ensure timely and cost-effective service delivery.
  • Regularly audit vendor trade pricing, work order, turn cost budgets, and identify trends or gaps for cost effectiveness.
  • Adhere to approved community budgets through effective expense management, vendor selection, annual bid process, and inventory control.

• Software Platform Adaptation:
  • Employs property management software and mobile applications to track maintenance requests, schedule work efficiently, and communicate effectively with tenants and team members, further speeding up the process and response times.
  • Quickly adapt to the organization's software platform.
  • Train and guide the team in utilizing the software for enhanced efficiency.
  • Automate reporting tools to increase productivity and performance tracking.

• Compliance and Regulation:
  • Conduct all business in compliance with company policies, state and federal regulations.
  • Stay informed about relevant laws, EPA, and OSHA regulations.
  • Possess HVAC and/or electric-related certifications.
  • Ensure that the service team meets necessary certification requirements, including EPA HVAC and OSHA 10.

• Work Order Management:
  • Efficiently manage the work order process from receipt to completion using designated software.
  • Stay updated on warranty programs and align work orders accordingly.

• Customer Service:
  • Create a positive resident service experience by promptly responding to communications, resolving concerns, and taking ownership of service contributions.

Qualifications:

• Minimum 3-5 years of related management experience, supervising multiple team members across a portfolio and geographic region.
• Proven onsite experience with hands-on capabilities. Ability to manage the service deliverables and team through in person and onsite management as well as corporate or regionalized performance and department oversight.
• Strong service scheduling skills and experience leveraging technology and work priorities.
• Familiarity with vendor trades resources in the Houston area.
• Adaptability to the organization's software platform.
• Proficiency in troubleshooting and repairing various systems (plumbing, electrical, HVAC, appliances).
• Knowledge of codes, municipal by-laws, inspection processes, estimating, and planning.
• Basic computer proficiency, including Microsoft Office and scheduling software.
• Type II or Universal E.P.A. certification.
• CAMT (preferred).
• General knowledge and experience in reading, writing, and evaluating project specifications.

The above listing represents the general duties considered essential functions of the job and is not to be considered a detailed description of all the work requirements that may be inherent in the position. Other duties may be assigned as necessary.

Essential Functions

• Adheres to a varied work schedule, may include weekends and some holidays for on-call or emergency response duties.
• Ability to access, input, and retrieve information from a computer and/or electronic device.
• Ability to have face to face conversations with customers, co-workers, higher-level managers, and others as needed.
• Ability to sit or stand for long periods of time.
• Ability to move around work environment including stairs and construction sites.

• Ability to navigate work environments, including stairs, ladders, roofs, crawl spaces, and construction sites.
• Lift or move items up to 75lbs.

• Comply with company policies and procedure.

Wan Bridge is an Equal Opportunity Employer