We have an incredible team and enjoy highlighting their experience and role with HHHunt Apartment Living. Today, we’d like to introduce you to Ed Shaffer, our Director of Maintenance Operations. He has over 35 years of experience in the service and maintenance operations in the multifamily industry. Ed joined HHHunt in 2007 as a Service Manager at Abberly Woods in Charlotte, NC and was promoted to Director of Maintenance Operations in 2013.
A recognized expert, Ed is a member of both the Greater Charlotte Apartment Association and the National Apartment Association. He serves on the board for GCAA Education Institute and is a subject matter expert at the NAA’s Apartmentalize Conference.
We caught up with Ed recently and talked with him about his role, HHHunt’s service philosophy, and more.
Q: You are the Director of Maintenance Operations. What does this role entail?
There are many aspects to this position. My main purpose is to try and make the onsite teams’ jobs easier where possible. I am a resource for our regional managers and teams for larger or complex projects and repairs. I also inspect our communities and make recommendations to ensure we maintain our high standards. In addition to overseeing maintenance operations, asset management, and maintenance training, I assist with plan review and inspections for all new construction. I really enjoy this work.
Q: HHHunt Apartment Living believes that it’s How You Live that matters. What does this philosophy mean to you?
It means that we strive to give our residents the best living experience we can. We strive to make their lives as easy and carefree as we can. As our company vision statement says, we work “to improve the world and how people live by creating meaningful experiences and places of great distinction.”
Q: You often talk about the need to deliver truly 24-hour service. How do you instill this customer service ethic in your teams?
This focus is a priority for our team and something we focus on early with all team members. Our customer service philosophy is talked about and discussed during the interview process. We also reinforce it in our new employee onboarding classes and have a monthly contest to reward those technicians who best meet those standards.
Q: HHHunt Apartment Living is installing ADT smart home hubs in over 7,700 apartments this year. How will this technology help team members better serve residents?
It’s an exciting development and will help differentiate HHHunt’s apartment communities. Adding these smart home hubs will help make our teams more efficient and their lives easier. For example, our teams won’t need to go to the office for a key for an apartment for each service request. The teams will be able to respond faster to service requests. It will also aid in our teams’ ability to diagnose HVAC issues, sometimes before the resident even knows there is an issue. There will be many benefits to these smart home hubs.