Maintenance Support Manager

DISTINGUISHING CHARACTERISTICS

The Maintenance Support Manager performs a variety of property management and administrative functions for Aurora Military Housing. They often have direct contact with Aurora employees, vendors, the corporate office, tenants, and the military, and as such, must have a pleasant demeanor, possess strong people skills and the ability work well with people from diverse social and economic backgrounds. They are to conduct business in a manner that attracts and retains employees or residents by performing the general duties and specific duties, as well any other duties as assigned.

This position is primarily responsible for responding to customers regarding maintenance issues or requests, as well as the planning, organization, and execution of maintenance support, such as establishing work task priorities, scheduling, and tracking work assignments,

providing guidance, and ensuring the availability of resources for Aurora Military Housing staff and operations. Additionally they are responsible for coordinating on-site data quality control for completed maintenance work.

This position is responsible for the oversight and daily operations of the self-help center, ensuring implementation and adherence to the processes for disbursement of materials at the self-help center. The position is responsible for maintaining daily, weekly, and monthly statistics, monitoring of benchmarks, and active involvement with problem-solving. The position will define and develop policies, procedures, methods, or standards as outlined by the Management or Corporate team.

The Maintenance Support Manager may directly supervise up to six (6) employees; responsible for recruiting, training, coaching and recognition. Daily interaction with potential tenants, resident tenants, vendors and the Military.

JOB DUTIES

• Directly supervise staff, including, but not limited to Work Order Clerks and U-Fix-It Clerks, when staffed:
  • Define staffing demands and collaborate on job postings
  • Pre-screen and review applicant applications/resumes; evaluate applicant skills and make recommendations regarding applicant’s qualifications; conduct interviews with job applicants
  • Compile and oversee new hire job orientation and task training; job performance tracking, provide employee feedback and recognition, as well as progressive discipline when applicable
  • Emergency (safety and risk) planning and response
  • CBA policies
• Manage and oversee the following work order initiatives, delivering on scope, schedule, and budget:
  • Establish and maintain policies and procedures for the Work Order staff, ensuring work order call receipt, scheduling, implementation, follow up, and tracking
  • Evaluate Work Order Clerks’ daily performance to ensure quality customer support. This position ensures quality customer support, precise reporting, timely filing, defined scheduling, and systematized submission of response and completion times for all work orders
  • Update maintenance leadership team on maintenance scheduling conflicts and concerns
  • Troubleshoot customer complaints to diplomatically resolve issues as they arise: office, phone, and email; resolve or co-resolve tenant escalations with maintenance supervisory team, as appropriate
  • Oversee the research/investigation into operational issues or complaints, as requested; evaluate effectiveness of work order support or maintenance services
  • Work in coordination with Yardi Administrator on maintenance updates and implement new processes and training
• Manage all services requests and ensure completion and closure commensurate to established standard.
  • Provide support for the compilation and monthly reporting for the PIP reporting process
  • Provide support for the compilation and monthly reporting for the GOQ reporting process
  • Maintain and report monthly compliance reports to the HMO
  • Create, maintain, and oversee recurring, preventative, and asset work orders
• Oversee other tenant initiatives, including but not limited to:
  • Point of escalation for tenants: office/self-help, phone, and email
  • Tenant charges and follow up
  • Make updates to unit or tenant files, as appropriate
  • Implement and support tenant promotions and events, as appropriate
• Administrative initiatives:
  • Assist with departmental operational improvements and/or changes
  • Attend staff and management meetings and communicates information with employees
  • Attend training to develop relevant knowledge and skills
  • Plan and implement employee promotions and events, as appropriate

QUALIFICATIONS REQUIRED

Minimum Qualifications

• Two years management experience, including one year of supervisory experience required.
• Bachelor's degree preferred. High school diploma or equivalent required.
• Valid Alaska Driver’s License. Ability to be insured by company’s auto insurance.
• Alaska Real Estate license, Certified Property Manager (CPM) or Accredited Resident Manager (ARM) preferred; experience in a residential rental office is highly desirable.
• Strong verbal, written, analytical and basic mathematics, persuasive skills, and the ability to interact effectively with all levels of employees, management, or customers.
• Must possess excellent computer software skills, including Microsoft Office, Excel, Outlook, PowerPoint, Word, and web-based programs. Yardi Property Management software preferred.

Tools and Equipment Used

Motor vehicles, telephones, cell phones, computers, photocopiers, and facsimile machines.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to walk, sit, use hands to fingers, handle or feel objects, equipment, or controls, see, talk, and hear. The employee is occasionally required to stand, drive, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl.
• The employee may infrequently need to lift, push and or pull up to 30 pounds.

Supervision Exercised

The Maintenance Support Manager directly supervises the Work Order or U-Fix-It Clerk positions (bargaining unit employees). Routinely provides direction and guidance over contract service providers and other personnel on specific projects.

Supervision Received

The Maintenance Support Manager must possess the capability to work independently, under the supervision of the Deputy General Manager, General Manager, and/or Corporate Office. This position reports directly to the Deputy General Manager.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Work is performed at various locations within the properties managed by JL Properties, Inc., and owned by Aurora Military Housing, LLC, Aurora Military Housing II, LLC, and Aurora Military Housing III, LLC at Joint Base Elmendorf-Richardson, Alaska.
• The employee infrequently works in outside weather conditions.