Senior Service Manager- Towsontown Place

WPM Real Estate Management; Baltimore (MD); On-site; USD 83,000 - 113,000; Full time

Job summary

WPM Real Estate Management is seeking a Senior Service Manager to lead a maintenance team at the Towsontown Place community in Baltimore, MD. The role focuses on planning and executing preventive maintenance, supervising staff, and ensuring safe, reliable building operations.

You will coordinate with the Property Manager, manage work orders (Entrata), conduct regular inspections, and drive high-quality service while meeting deadlines and safety standards.

Qualifications

• 5 years experience in residential maintenance setting.
• 5-7 years experience as a Service Manager preferred.
• HVAC certification required; CAM-T preferred.
• HUD/REAC/NSPIRE standards knowledge beneficial.
• High School diploma or equivalent; supervisory experience

Responsibilities

• Lead maintenance operations for a residential property and supervise a team.
• Plan and execute preventive maintenance across building systems.
• Coordinate repairs and respond to service requests within 24 hours.
• Schedule work orders, track costs, and manage entrances and safety checks.
• Conduct regular property inspections and mentor staff toward goals.

Skills

Plumbing

Electrical

Carpentry

Team leadership

Communication

Safety compliance

Education

High School diploma or equivalent

CAM-T certification

HVAC certification

HUD/REAC/NSPIRE standards knowledge

Tools

Entrata

Job description

Senior Service Manager- Towsontown Place

WPM is searching for an experienced Senior Service Manager! The Senior Service Manager will be responsible for leading a team which completes daily maintenance operations for a residential apartment community. Previous experience as a residential maintenance manager and supervising a team required. Experience as a Building engineer preferred.

***The salary for this position is between $98,000 based on experience and certifications***

As a Senior Service Manager, some of your responsibilities will include:

• Maintenance Management: Planning and executing comprehensive preventive maintenance programs for all building systems, including HVAC, plumbing, electrical, and structural elements . This also involves conducting regular property inspections to identify needs and prioritize repairs.
• Team Leadership: Recruiting, training, supervising, and mentoring a team of maintenance staff. The Senior Service Manager delegates tasks, monitors performance, and fosters a positive and safe work environment.
• Leads maintenance team in diagnosis and repair in areas such as Electrical, Plumbing, Small/Large appliance, Carpentry, Drywall, flooring, general maintenance, unit turnover, and exterior structural
• Comfort and Service: Ensures all property systems, especially temperature controls, provides proper operations in preventing complaints related to heating or cooling.
• Manages a system for effectively handling residents’ service requests and to ensure the maintenance team responds within 24 hours of the initial call; Contacts owners to confirm satisfactory completion of all work orders
• Generates the Entrata maintenance work order report daily to track all open work order tickets; Schedules and assigns work orders for maintenance teams, tracking completion and labor/material costs; Schedules appointments with residents to respect their time and privacy
• Creates crew schedules and up-dates maintenance scheduling/work order request systems, generating work orders throughout each day to direct service teams; Creates a 24-hour on-call schedule for the maintenance department
• Partners with Property Manager in establishing plans for hiring, training, motivating, coaching, providing feedback, developing, supervising, disciplining, and terminating staff in order to achieve the operational goals of the property and within Company polices/guidelines, conduct regular performance appraisals
• Conducts regular property inspections, identifying all interior and exterior work that needs to be completed and generating the work orders to track completion; Notifies management of maintenance issues and recommends resolution; Immediately corrects any unsafe condition, informing the Property Manager of the condition
• Keeps Property Manager up to date regarding status of all repairs and maintenance
• Works with Property Manager in scheduling the make-ready maintenance of all vacant apartments
• Manages move-in and move-outs processes including ensuring all locks are re-keyed, conducting pre-move out inspections; Assigns staff to complete tasks to make units ready for occupancy and inspects units prior to move-in
• Identifies all utility meter cut-offs, apartment and fixture cut-offs, sewer cleanouts, as well as prepare site maps
• Schedules and executes routine preventative maintenance on all appropriate equipment
• Organizes maintenance shop, site tech. shop, keeping inventory of supplies and equipment (according to the established OSHA standards); Establishes or follows cost effective methods of ordering supplies, maximizing value for the price; Ensure any/all storage areas remain locked when not in use
• Recommends contract services and ensures that contracted maintenance is completed in accordance with the contract and quality standards, inspecting work before signing off on work order or invoice
• Directs staff engaged in the general cleaning and upkeep of buildings, including buffing, dusting, sweeping, mopping, vacuuming, and washing windows and inspects/monitors progress; Leads completion of outdoor grounds maintenance, including daily removal and disposal of trash; Develops plan for snow removal
• Acts as role model for Service and Site Technicians by following all Company procedures and presenting an appearance appropriate for the image of the property
• Conducts and schedules regular morning meetings and reviews safety topics
• Models the Company’s Core Values for direct reports and other associates
• Performs other duties as assigned, within reason and relevance to the job

Required Knowledge, Skills, and Abilities:

· Demonstrated plumbing, electrical, and carpentry skills required

· Chiller System Management: Oversees the operation, maintenance, and repair of the property's cooling systems.

· Regulatory Compliance: Ensures all cooling, heating, pumps, AHU’s, and general trade operations comply with federal, state, and local licensing and certification requirements.

· Troubleshooting: Uses expertise to analyze, troubleshoot, and repair complex air handling systems, including pumps, controls, and associated equipment.

· Knowledge of OSHA safety rules and regulation

· Excellent time management and prioritization skills

· Ability to communicate in writing, drafting performance reviews and responding to emails

· Excellent verbal communication skills with residents, teams, contractors, vendors

· Superior customer service skills with ability to respond to clients with diplomacy, tact and patience

· Ability to quickly learn new technology and computer applications

· Demonstrated sensitivity to different cultures

· Valid driver’s license and vehicle required

Education and Experience:

• 5 years experience in residential maintenance setting
• 5-7 years experience as a Service Manager preferred
• CAM-T certification preferred but not required
• HVAC certification required
• High School diploma or equivalent
• Knowledge of HUD/REAC/NSPIRE standards pertaining to inspections.
• Experience supervising a team, including acting as a role model for others, selecting and training new staff, providing mentoring and coaching to junior staff to develop professionally