Service Order Manager (Hickam Communities)

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

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

This position is located at a federal facility. In accordance with the REAL ID Act, effective May 7, 2025, a REAL ID compliant driver's license/ID is required in order to access the federal facility.

Additionally, this position offers a salary range of $69,570 to $83,485 annually, with a 15% bonus potential.

• Scope, schedule, and coordinate 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 workload. Assist coordination of technician training, truck stock inventories, and employees. 
• Oversee Service Operations: Ensure that all IPC Housing Services and Military Partner policies, procedures, standards, and reporting requirements are effectively communicated to employees, adhered to, and properly implemented and delivered accurately and in a timely fashion.
• 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, schedule, and coordinate 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 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 ensure 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 2 to 3 employees and indirect supervision of 15 to 20 employees.

• High school diploma or GED equivalent.
• Minimum 3-5 years of previous work-related experience in residential or facilities maintenance.
• Minimum 1-3 years of previous supervisory/management experience.
• 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 applications and Yardi property management software.
• 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.
• This position is located at a federal facility. In accordance with the REAL ID Act, effective May 7, 2025, a REAL ID compliant driver's license/ID is required in order to access the federal facility.

• Vocational or technical training and/or Associate's degree.

#IND2

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

Salary will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.