Regional Service Support

SKILLS, KNOWLEDGE & PERSONAL CHARACTERISTICS: The following attributes are desirable for job success: Responsible for maintaining and improving the integrity of the Company’s portfolio of physical assets in accordance with the Company's mission, vision, and objectives. This key position will be responsible providing maintenance support functions across multiple locations within a designated region and has the skillset to fill any role within the service department. Service support includes performing technical and mechanical work that ensures the physical aspects of the buildings, grounds, amenities, and common areas of assigned properties meet the Company’s standards for cleanliness, appearance, safety, and overall functionality. The Regional Service Support must have exceptional apartment maintenance experience, knowledge of appliance repair, light carpentry, plumbing and electrical knowledge, heating and cooling system experience, basic computer skills, knowledge of life safety procedures, safety conscious, steady and dependable, ability to work with pressure of deadlines, ability to travel overnight roughly 10%, and work a flex work schedule if needed to accommodate property emergencies. Must be able to deliver a high level of customer service. SUMMARY OF FUNCTIONS: As the Regional Service Support you will travel between properties within a designated region as assigned to assist with make readies, work orders, curb appeal, etc. You will be responsible for assisting the assigned regions site teams in their effort of maintaining the physical condition and appearance of the respective properties through collaboration with the assigned communities Service Directors, Service Technicians, Grounds and Housekeeping personnel. Must have the ability to work independently when utilized in all service specific roles where a focus for timely work order execution and make ready completion is priority but must also be capable of organizing, coordinating, supervising, and managing the overall maintenance program when needed at communities where leadership roles are not filled and can comfortably step in to the Service Director role when needed. ESSENTIAL FUNCTIONS: The Regional Service Support is responsible for assisting in the maintenance requirements of the assigned properties within their region, including but not limited to:

1)Will work at communities within portfolio as assigned by Regional Service Director and/or VP of Capital andService Operations.

2)Will have the ability to fill any role necessary within the service department, dependent on need of thecommunity assigned and as communicated by Regional Service Director and/or VP of Capital and ServiceOperations.

3)Completes assigned work orders generated from resident requests for service, as well as recurringpreventative maintenance work orders, by diagnosing the source or cause of the defect or problem, andmaking repairs in accordance with established policies, procedures, safety standards, and code requirements.

4)Completes the “make-ready” process to prepare vacant apartment homes for leasing and new move-ins bycompleting the pre-move-out inspection, creating a “punch” list of maintenance work needed, schedulingvendors and contractors as needed, obtaining needed supplies and materials, completing all maintenancetasks, and inspecting completed work.

5)Assists in maintaining the grounds, common areas, and amenities by picking up trash and debris, pressure-washing breezeways and pool areas, performing general cleaning, and painting curbs and signage as needed.

6)Supports cost-cutting and expense control programs by fixing rather than replacing parts, when possible, notbeing wasteful with materials and supplies, and practicing the correct use for tools and equipment

7)May periodically inspect work performed by contractors, vendors and other service providers to verify the work,materials and services meet quality standards, scope and specifications as required.

8)Will periodically assist in conducting routine property inspections to identify safety and risk managementconcerns, keep the property in good repair, and communicate concerns about the physical needs of theproperty to management.

9)When filling the Service Director role this position will work with property software – Yardi / App Work– toreview status of make readies and outstanding work orders. Ensure that adequate scheduling occurs at the sitelevel to make certain that all vacant units are kept ready for occupancy. Provide assistance and oversite forthe push to complete all resident work orders within a 24/48 hour time frame.

10)Inspect vacant units on site visits to ensure units are meeting energy expectations and that vacant ready unitsare being maintained for move in

11)Promote good public relations with residents, co-workers, and company staff. Always display a friendly andcourteous attitude towards prospects, residents, vendors and other employees through the “Exceeding yourExpectations” culture. Maintain professionalism at all times.

12)Partner with the VP of Capital Projects, Regional Directors, Community Directors, and Service Directors todevelop a high-quality on-site Service Team through implementation of effective training, mentoring, andcoaching programs. Connect with and mentor all Service Team members to identify candidates for futureadvancement.

13)Provides mentorship and leadership to Service Teams to create the pursuit for exemplary customerservice to residents, fellow employees, vendors, etc. Strives to create a professional environment in allconditions and circumstances to provide the highest level of service.

14)Provide hands on training to Service Directors and Technicians to improve team’s ability to diagnose andrepair standard maintenance related issues.

15)Ensure that all physical aspects of the property are fully functional, safe, and attractive. Visually inspectgrounds, buildings, and apartment units on a regular basis. Coach and follow up with site team onimprovements. Notify the VP of Capital Projects and Regional Directors of any risk management issues atthe property.

16)Inspect maintenance shop inventories to confirm that proper inventory levels are maintained, shop meets theWoodward Partners Shop expectations, equipment is well maintained, and that overall organizational practicesare being managed.

17)Perform, and report on, all work according to the safety standards of the company, OSHA, health codes andWoodward partners Service Operations Manual.

18)Ensure all required documentation is completed accurately and according to Woodward Partners policy, asidentified in the Woodward Partners Service Operations Manual (Refrigerant Logs, Pool Chemical Logs,Lighting logs, etc.)

ORGANIZATIONAL RELATIONSHIP: Reports directly to the VP of Capital and Service Operations, whohas the primary authority to determine the exact “day-to-day” duties of the Regional Service SupportSpecialist. This determination will take into consideration the supervisor’s skills, experience and careergoals, and how they best fit into the operational needs of the property. Works with vendors, property officepersonnel, Service Teams, Regional Managers, Woodward Executive Team, outside service providers andvendors, and corporate support personnel.

Hours of Work: 8:00/9:00a.m. to 5:00pm/6:00p.m., Monday through Friday.

Transportation: Must have a reliable vehicle to transport tools and equipment to job sites. Bondable and ValidDriver’s License.

PHYSICAL DEMANDS: Extensive mobility and good physical condition. The ability to lift 100 lbs. for the installation and removal of appliances. The ability to operate all required hand tools to make repairs. The ability to walk, stand, sit, kneel, squat, bend, stoop, push, pull, twist, climb stairs, climb ladders, grasp, squeeze, and reach including overhead items in need of repairs. The ability to drive to and from job sites. Tolerance to all extremes of hot and cold weather, as may be necessary.

Tools: Must provide own basic tools or be willing to obtain the required hand tools

Specific Skills: Must be knowledgeable and skilled in the safe use and maintenance of the following:

Hand tools: Various wrenches, screwdrivers, grips, sledgehammer, hammer, snips, post hole diggers, saws, etc.

Power Tools: Wrenches, grinder, sander, drill, saws, etc.

Moving & Job Aids: Wheelbarrows, dollies, hand trucks, buckets, hoists, jacks, stepladders, full ladders, double ladders etc.

Mechanical Equipment: Motors, pumps, compressors, blowers, electric and hand powered augers, etc.

Measuring Devices: Voltmeters, ohmmeters, testing meters, PH tests, etc.

WORKING 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. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes, or airborne particles, toxic or caustic chemicals, outside weather conditions, and risk of electrical shock. The noise level in the work environment is usually moderate. Occasional exposure to bedbugs or pests is common in the multifamily industry. May need to work outdoors in the climate of the region where the property is located.

EDUCATION AND EXPERIENCE: Minimum of 5 years’ experience in multi-family property maintenance or related field. High school diploma or GED or trade school certification required. EPA Section 608 required. CPO Certification Required. CAMT preferred.

COMMUNICATION: Must be able to communicate effectively with residents, staff, supervisors and vendors verbally and in writing. Ability to read, write and verbally communicate in English.

REASONING ABILITY: Has the ability to apply common sense understanding to carry out basic written or oral instructions.

MATHEMATICAL SKILLS: The ability to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. The ability to perform these operations using units of American money and weight measurement, volume and distance.

COMPUTER SKILLS: Microsoft Word, Microsoft Outlook, Microsoft Excel and Yardi Voyager knowledge preferred.

PRE-EMPLOYMENT TESTING: Must complete the Maintenance Skills Exam

obtaining the minimum score of at least 80%. Pass drug test and background check requirements.

PERSONAL APPEARANCE: Dress, grooming and personal cleanliness standards contribute to the business image of Woodward Partners. During business hours or when representing the company, you are expected to present a clean, neat and tasteful appearance. Refer to Employee Handbook for complete Personal Appearance Guidelines:

Woodward Partners service uniforms will be issued to all regional service personnel (shirt, jacket and cap). Uniforms must be freshly washed and neat. Uniform shirts must be tucked in and kept in good condition