Service Order Manager (Island Palm Communities)

WinnCompanies is looking for a Service Order Manager to join our military team located in Honolulu, HI.

In this role, you will be responsible for assisting the Director of Facilities (DOF) and/or Maintenance Manager in ensuring maintenance standards for service orders and preventive maintenance are achieved and sustained at all communities within the project company. Oversee Service Order Department.

• 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.

• High School diploma or GED.
• Minimum 3 - 5 years previous work-related experience required
• Minimum 1 - 3 years previous supervisory/management experience required
• 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, particularly Microsoft Office Suites.
• Outstanding verbal and written communication skills.
• Excellent customer service skills. 
• Ability to comprehend and communicate complex verbal information in English to organization staff, clients, families and external customers
• Demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use in varied situations
• Excellent leadership and coaching skills.

• Vocational/Technical training and/or Associates degree.

Our Benefits:

Permanent full-time US employees are eligible to participate in the following benefits:

- Generous time off policies (including 11 paid holidays (12 for MA employees); Generous Accrued Time Off increasing with years of service; Generous paid sick time; Annual day of service; Floating Holiday)

- 401(k) plan options with a company match

- Various Comprehensive Medical, Dental, & Vision plan options

- Flexible Spending Account, Dependent Care Flexible Spending Account, Health Savings Account options with HSA annual employer contribution

- Long Term Disability and voluntary Short Term Disability; Basic Term Life Insurance and AD&D; optional supplemental life insurance

- Health Expense Reimbursement program (including gym memberships, equipment, and subscriptions)

- Tuition Reimbursement program and continuous training and development opportunities

- Wellbeing program (group challenges, seminars, opportunities to earn points to reduce medical premiums), Employee Assistance Program, & Commuter and Parking Reimbursement options

- Employee Corporate Discount Programs (Verizon Wireless, Home Depot Pro, Staples, and more!)

- Flexible and/or Hybrid schedules are available for certain roles

- Employee Relief Program supporting employees with unexpected hardships that place undue financial stress on them and their families

- To learn more, visit winnbenefits.com

Why WinnCompanies?

A job you can be proud of: WinnCompanies is a nationally recognized leader in apartment community management and development. Our team members are committed to helping people in the communities we serve and making a positive difference in their lives. 

A job that challenges you: Our employees are responsible for our growth and success, and we challenge our team members to always be their best in our fast-paced, dynamic and rewarding workplace. 

A job you can learn from: We offer multi-faceted leadership and learning opportunities to support our team members’ career growth and professional development.

A team that cares: We value teamwork, innovation, diversity and mutual respect. Through our recognition and rewards programs, we’re committed to celebrating and uplifting our team members.

About Us:

WinnCompanies is a mission-driven, national business focused on building and operating top quality affordable housing communities for individuals and families of all incomes, including members of the U.S. Armed Forces and their families. Our people are the source of our success – 4,400+ team members working together to create the best possible living communities in 24 states, Washington, D.C., and Puerto Rico.

Whether your skills are in operations, maintenance, leasing, compliance, marketing, IT, HR, accounting or finance, there’s a role for you at WinnCompanies. Your passion for excellence can help us make a positive impact in the lives of real people every day.

If you are a California Resident, please see our Notice of Collection here.

Current Winn employees should apply through this internal link.