IUS Manager

at  FirstService Residential

JOB OVERVIEW:

The IUS Manager at The Galaxy Condominiums is responsible for the management of In-Unit Services departmental functions and personnel.

SKILLS & QUALIFICATIONS:

• Analytical skills and an eye for detail.
• Numerical and budgeting skills.
• Planning and organizational skills.
• Ability to understand broader business issues.
• Communication and presentation skills.
• Bachelor’s Degree in Business, Real Estate, Accounting or related studies.
• 5 years’ expertise in Construction or Real Estate Property Management.

PHYSICAL REQUIREMENTS:

• Capable of working extended hours, to include evenings, weekends and holidays as necessary.
• Able to see well enough to read faint or partially obscured writing or printing, with corrective lenses as needed.
• Must be able to speak English in a clear and understandable voice so that various types of communications may be conducted with people of various levels of education and capabilities, to include the exchange and receipt of information over the telephone.
• Position involves sitting, standing (for long periods of time), stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 50 lbs. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
• Must have finger dexterity for typing/using a keyboard.

ENVIRONMENTAL REQUIREMENTS:

• Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
• Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties.

YOUR RESPONSIBILITIES:

• Effectively train IUS and technical staff in the administration of the work-order process, as well as the completion of all work-orders within each unit.
• Supervise IUS Administrator’s work.
• Manage customer service interaction with Residents relating to IUS work orders.
• Follow and enforce IUS procedure to better maintain customer service and effective repair and upkeep within residential units.
• Review Alteration and Decoration Agreements and manage completion and submittal process for all work being done by Owners or their contractors within their respective units.
• Ensure pre/post inspections for Alteration and Decoration work being done throughout the complex, as needed.
• Maintain available inventory as needed to timely complete IUS work-orders requests.
• Inform technicians of type and location of work to be performed and dispatch technicians accordingly.
• Coordinate IUS personnel staff scheduling with Planned Companies Maintenance Supervisor.
• Manage the receipt of verbal requests for work in units.
• Manage the IUS work-order completion process and ensure follow-up with IUS Billing Coordinator.
• Coordinate with outside vendors for the completion of work-orders that fall outside of the skills or capabilities of IUS technical staff and ensure proper billback.
• Coordinate with Risk Management after a water loss to mitigate damages and schedule necessary repairs.
• Audit IUS policies, procedures and offer recommendations to modify same to the Facilities and Operation Manager to better maintain overall service.
• Address any concerns that residents have with any issues regarding their unit, maintenance technician or work-orders.
• Schedule work-orders according to urgency.
• Maintain records of all repairs, Decoration Agreements, Alteration Agreements and leak trace efforts.
• Document and prepare progress reports and maintenance logs.
• Call or write customer to ensure satisfactory performance of service.
• Maintain and file documentation as required.
• Create and print memos, correspondence, reports, and other documents when necessary.
• Perform customer service functions.
• Perform other clerical duties as needed, such as filing, photocopying, and collating.
• Provide appropriate and accurate information to visitors and residents.

SUPERVISORY RESPONSIBILITIES:

Directly supervises the IUS Department and technical personnel. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.