Lead Technician - Residential & Commercial

JOB TITLE: Lead Technician - Residential & Commercial FLSA Status: Non-Exempt General Statement of Duties: Responsible for performing advanced administrative and compliance functions within the Community Improvement Services (CIS) department, supporting both residential and commercial operations. Primary duties include conducting and overseeing compliance checks, maintaining accurate records, and ensuring consistent application of HRCA governing documents and guidelines. In addition to core responsibilities, this role serves as a lead resource for Residential Technicians by providing day-to-day guidance, coordinating workflow, monitoring field operations, and supporting consistency in inspection, documentation, and enforcement practices. The position supports training and performance management processes, including preparation and delivery of performance evaluations. Works closely with Property Managers, Business Owners, homeowners, and internal staff to resolve compliance matters while maintaining a high level of professionalism, customer service, and effective communication in a fast-paced environment. Provides direct support to the Director of Community Improvement Services in advancing departmental operations, consistency, and service delivery, and performs other duties as assigned. Supervision Received: Reports directly to the Director of Community Improvement Services. Supervision Exercised: Provides functional guidance, workflow coordination, and performance input for Residential Technicians, including preparation and delivery of annual performance reviews, subject to Director review and final approval. JOB DESCRIPTION Examples of Duties: The following examples of duties are intended to be illustrative only and are not intended to be all inclusive. Provides day-to-day direction and guidance to Residential Technicians to ensure consistent and accurate application of HRCA covenants and guidelines. Coordinates and balances field and administrative workload across the Residential Technician team to maintain efficiency and coverage. Reviews field documentation, photographs, and correspondence for accuracy, completeness, and consistency. Prepares and delivers annual performance reviews for Residential Technicians, including objective documentation of performance, identification of strengths and areas for improvement, and delivery of constructive feedback; all evaluations are subject to Director review and final approval. Provides ongoing coaching and feedback to reinforce expectations and support employee development. Assists with onboarding and training of Residential Technicians, including field practices, documentation standards, and customer interaction protocols. Monitors weather and field conditions and, in coordination with the Director, adjusts or suspends field operations as necessary. Serves as the primary escalation point for field-related questions and operational issues. Identifies workflow inefficiencies and recommends process improvements to the Director. Escalates performance concerns, conduct issues, or policy violations to the Director for review and direction. Supports commercial development review processes, including coordination with applicants and participation in Development Review Committee (DRC) meetings as needed. Physical and Environmental Standards: Over 65% of this position’s work is conducted outdoors, primarily involving extensive driving throughout the community in all weather conditions—heat, humidity, sun, wind, rain, snow, ice and cold. This role requires independent work while navigating the community safely. Key tasks include taking detailed notes and capturing photographs to document covenant observations accurately. Strong situational awareness and adherence to safe driving practices are essential to ensure personal and public safety while working within a vehicle. The remaining work takes place indoors in a busy office environment with frequent noise and interruptions. Physical requirements include the ability to sit, walk, stand, climb, bend, kneel, stoop, reach, and lift regularly. Candidates must be capable of lifting and removing up to 40 pounds unassisted and up to 60 pounds with assistance. The position also requires standing, walking, or moving for up to 8 hours per shift, as well as manual dexterity for tasks like typing, writing, using a calculator, and answering the phone. Effective communication skills, including verbal clarity via telephone and in-person interaction, are necessary. Vision requirements include both near and far acuity. QUALIFICATIONS Required Kno