Service Technical Case Manager

Progress Residential®

Service Technical Case Manager responsible for resident service requests management at a leading property manager of rental homes. Focus on technical accuracy, cost reduction, and resident satisfaction.

Posted 5/30/2026full-timeArizona, Florida, Texas • 🇺🇸 United StatesSeniorLeadWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

maintenanceservice request managementtechnical expertisecost estimationscope of work analysisgeneral UBC building codesHOA codesrental property health and safety regulationscustomer servicedata research

Soft Skills

effective communicationrelationship buildingpersuasionindependent workflexibilitytime managementteam collaborationproblem-solvingprofessionalismadaptability

Tools & Technologies

MS OfficeSalesforceYardischeduling databaseremote communication toolsservice management softwarecost management systemsproject management toolsdata analysis toolscustomer relationship management (CRM) systems

Certifications & Qualifications

high school diplomavalid driver's license

Industry Keywords

multi-family housingcommercial housingmilitary housingsingle family rentalresidential service technicianservice directorregional service directorservice cost reductionresident satisfactionservice request categorization

About the role

Key responsibilities & impact

Screening all newly created resident service request for proper categorization, priority, warranty status/capture, repeat issue identification/escalation, resident chargeback likelihood, remote resolution opportunity and assigning to preferred resource for completion
Execute a pre-assignment vetting strategy to drive consistent and satisfactory outcome of resident service request, while lowering service cost and raising resident satisfaction
Review and recategorize all newly created service requests for historical service date, potential warranty asset, technical trade accuracy and validity before assignment
Use technical expertise to provide technical based opinions to Service Directors (SD) and Regional Service Directors (RSD) for approval of specific service requests as needed
Updates and maintains scheduling database with current information; and researches, recommends, and implements technology and process improvements to reduce overall costs
Consult residents and provide technical assistance to gain agreement for residents to complete service request items that are resident responsibility remotely without cost to Progress Residential
Enhances relationships and networks with internal/external partners who are not familiar with the subject matter often requiring explanation and persuasion
Approve for commencement and assign all not started service requests for completion
Manage and facilitate service activities with managers, team members and local market members
Review vacant home service request for proper categorization and priority for assignment prior to any pre-leased move in dates
Collaborate with team members to effectively process service requests to reduce costs and enhance the resident’s experience
Complete all assigned service task and data research projects in a timely professional manner within the assigned guidelines and parameters
Comply with all Company applicable policies and health and safety rules and regulations

Requirements

What you’ll need

7 or more years of experience with maintenance in multi-family, commercial or military housing; single family rental, mechanical trades, or equivalent work experience as a residential service technician/manager
High school diploma or equivalent required
Valid Driver's License required
Ability to work flexible hours which may include some weekends and evenings
Ability to review and understand cost estimates and scopes of work and in tune with current labor rates in given MSA
Effective communication skills, ability to work with General and Sub-Contractors on scope, price and schedule
Understanding of general UBC building codes, HOA codes and rental property health and safety regulations
Ability to work in a professional office setting remotely with little supervision
Strong customer service skills
Strong skills with MS office products
Salesforce and/or Yardi experience strongly preferred
Proven record of ability to work remotely, independently and with minor supervision
Ability to work in a fast-paced environment

Benefits

Comp & perks

Medical, dental, vision
Parental leave
401(k) with company match
Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday
Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth
A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work