SUMMARY OF RESPONSIBILITIES

The Service Manager will lead all Service Technicians in their assigned FirstKey Homes markets. Up to 25% Travel may be necessary as the assigned markets may be in different cities. This role will ensure that resident service requests are completed correctly, timely and with quality. The Service Manager will demonstrate and lead a team that provides exceptional customer service

ESSENTIAL DUTIES

Manage the Service Department to provide outstanding customer service and timely resolution to resident requests and home issues.

Oversee Service Technicians and vendors to ensure the best possible outcome on service requests, residents are highly satisfied, and expenses stay within stated company targets.
Monitor and manage response times, resident satisfaction and the overall productivity and efficiency of Service Technicians and vendors within their portfolio.
Oversee the daily call assignments and logistics for their team.
Review requests to use third party vendors and approves when appropriate. Review vendor pricing and approve invoices for completed work.

Train team on newly developed processes and procedures. Educate and promote property repair best practices. Coordinate skills and trade-based training for associates as needed.

Monitor cost control of service orders and ensure that all maintenance related tasks stay within budget.

Help answer Service Technicians technical questions and concerns.

Follow-up on service orders to ensure resident satisfaction with the work completed and resolves issues with dissatisfied customers.
Track work orders and report accurate updates.

Comply with all applicable health and safety rules and regulations, as well as ensures all properties are compliant with local, state and federal health and safety laws.

Coordinate activities to maximize the efficiency of all processes.
Supervise staff, set goals and hold associates and vendors accountable for results.
Develop team members and identify areas of succession planning for team members.
Ensure associates have goals and receive regular feedback on their performance.
Track employee training and ensure required training is completed in a timely manner.
Oversee performance management of personnel which includes: performance reviews, creating corrective actions, mentoring, development and performance improvement plans.
Reinforce workplace safety standards and practices, to create a culture where safety is upheld.

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 manager at any time based upon Company need.

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.

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
Work flexible hours which may include weekends and evenings to meet resident needs.
Up to 25% Travel required based on the assignment of your markets

REQUIRED EDUCATION AND EXPERIENCE

High School Diploma or equivalence
Minimum 6 years of progressive construction management experience
High proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook)
Experience with reviewing and understanding cost estimates and scopes of work
Experience managing multiple contractors/crews at various locations within a given geographic area
Experience in a supervisory or leadership role

PREFERRED EDUCATION AND EXPERIENCE

Experience with residential property management or residential construction

Experience using Yardi or similar property management program
Experience working in a fast paced, high-growth company

REQUIRED KNOWLEDGE

Building and Construction — Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.
Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

REQUIRED SKILLS

Active Listening— Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Critical Thinking— Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Complex Problem Solving— Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Operations Analysis— Analyzing needs and product requirements to create a design.
Judgment and Decision Making— Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Management of Personnel Resources— Motivating, developing, and directing people as they work, identifying the best people for the job.
Management of Financial Resources— Determining how money will be spent to get the work done, and accounting for these expenditures.
Time Management— Managing one's own time and the time of others.
Monitoring— Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Negotiation— Bringing others together and trying to reconcile differences.

#INDHP

By applying to this position you are consenting to receive follow-up communication.

Apply for this Job

* Required

First Name *

Last Name *

Email *

Phone

Resume/CV

Dropbox Google Drive

(File types: pdf, doc, docx, txt, rtf)

Preferred Name: *

LinkedIn Profile

Address *

City *

State *

Postal Code *

Current Company: *

Current Title: *

Do you speak Spanish? *

In some of our market locations Spanish speaking skill sets can be very valuable. This does not affect your chance of employment.

Are you authorized to work for any employer in the U.S.? *

Are you now or will you in the future be on a work visa or require sponsorship for employment? *

Real Estate / Brokers License expiration date? *

Do you live in a FirstKey owned property? *

Have you previously been employed by FirstKey Homes? *

Do you have a personal relationship (romantic or familial) that is employed by or a vendor of FirstKey Homes? *

Outside Relationships that could pose a conflict of interest. *

Both participation in a Board of Directors for an outside company and political activities, such as running for office or holding a public position.

Do you have a second job outside of FirstKey Homes that could interfere with your duties and pose a conflict of interest? *

Do you have personal investments in a company that we do business with? Or in a competitor? *

Do you work for a current FirstKey Homes Vendor/partner? *

Are you open to receiving SMS communications from our recruiting team? Please answer with Yes or No. You can reply STOP to opt-out at any time *

We use text messaging to speed up the interviewing process and make communications more welcoming and seamless for you, the candidate.

How did you hear about FirstKey Homes or this opportunity? *

Do you have experience in the Real Estate Industry? *

Select ALL that apply

What real estate platforms do you have experience with? *

Select ALL that apply

In which states do you currently hold a Real Estate or Brokers license? (Select ALL that Apply)

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in FirstKey Homes’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Are you Hispanic/Latino?

Please identify your race

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Disability Status

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

Security Code *

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.