MHS Service Order Manager

HICKAM COMMUNITIES LLC; Honolulu (HI); On-site; USD 50,000 - 80,000; Full time

Job summary

Join a forward-thinking company as an MHS Service Order Manager, where you will lead a dedicated team in providing exceptional service and support. This role involves coordinating service orders, managing customer concerns, and ensuring compliance with policies. You will have the opportunity to foster collaboration, improve workflows, and participate in employee development. With a commitment to innovation and teamwork, this position offers a chance to make a significant impact in property management. If you're ready to take on a challenging role in a supportive environment, we want to hear from you!

Benefits

Generous time off policies

401(k) plan with company match

Comprehensive Medical, Dental, & Vision plans

Tuition Reimbursement program

Wellness program

Employee Assistance Program

Qualifications

• 3-5 years of relevant work experience required.
• 1-3 years of supervisory/management experience required.

Responsibilities

• Scope, scheduling, and coordination of service order work.
• Address customer concerns and manage service order resolutions.
• Supervise and mentor team members while managing workloads.

Skills

Customer Service

Team Leadership

Project Management

Communication Skills

Problem-Solving

Education

High School diploma or GED

Vocational/Technical training or Associate's degree

Tools

YARDI

Microsoft Office

Job description

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At Hickam Communities, we turn housing into homes. We recognize that our team members are responsible for our growth and success, and we challenge them to constantly be their best in our fast-paced workplace. We value results, teamwork, innovation, and mutual respect. Come join our team and be part of a nationally recognized leader in property management and development, where we view ourselves as trailblazers as we tackle the challenges ahead.

Our Benefits

• Generous time off policies (including 11 paid holidays, generous Accrued Time Off increasing with years of service, paid sick time, annual day of service, and floating holiday)
• 401(k) plan with a company match
• Various comprehensive Medical, Dental, & Vision plan options for you and your family
• Flexible Spending Account and Dependent Care Flexible Spending Account
• Long Term Disability, Basic Term Life and AD&D, optional supplemental life insurance
• Tuition Reimbursement program and continuous training and development opportunities
• Wellness program (group challenges, seminars, gym membership reimbursement)
• Employee Assistance Program

Primary Responsibilities

• Scope, scheduling, and coordination of service order work (internal and contracted). Utilize YARDI tools to manage service orders.
• Address and diffuse customer concerns and escalations, including follow-up, parts scheduling, contractor scheduling, and resolution follow-through.
• Participate in hiring, termination, performance management, and disciplinary actions in coordination with DOF and HR. Train, coach, and mentor team members. Schedule and adjust technician workloads. Assist in technician training, truck stock inventories, and employee management.
• Ensure policies, procedures, standards, and reporting requirements are effectively communicated, adhered to, and properly implemented. Communicate daily with maintenance managers to meet goals and targets for Service Orders. Maintain clear communication between maintenance and community/leasing offices.
• Coordinate preventive maintenance work, including individual homes, amenities, and facilities. Manage scheduled curb-appeal and related work for the entire project.
• Perform quality control checks for service requests and subcontracted work to ensure compliance with expectations.
• Manage budgetary requirements, forecast volume and costs, and address overages.
• Participate in safety and environmental programs, coordinate with safety managers, and educate team on safety standards. Act as Mold Operations and Maintenance Coordinator, managing all documentation, repairs, and testing for mold issues.
• Generate and review maintenance reports, recommend solutions, and ensure implementation. Evaluate property damage and incident reports for future actions.
• May perform duties of other supervisory roles in their absence.
• Supervise 5-9 employees directly and 21-50 employees indirectly.

Position Requirements

• High School diploma or GED required; Vocational/Technical training or Associate's degree preferred.
• 3-5 years of relevant work experience required.
• 1-3 years of supervisory/management experience required.
• Valid vehicle license and good driving record required.
• Experience with computer systems, including web-based applications and Microsoft Office suite.
• Effective written and verbal communication skills in English.
• Knowledge of standard concepts, practices, procedures, and policies.
• Ability to lead small projects or work groups, fostering collaboration and improving workflows.