Service Manager - Emergency Response Team (Mitigation & Contents)

Reports To:        Operations Manager

SUPERVISES:        ERT Technicians

Evaluated By:   President, Operations Manager, Peers       

Basic Functions:

The ERT Service Manager is responsible for the operational development of the Emergency Response Team (Mitigation & Contents Team). The Service Manager is responsible for Training, Developing, and Retaining members of the ERT through individual & classroom learning plans.  The Service Manager is responsible for setting the example for field excellence in alignment with industry standards.

Basic Requirements:

• High School Diploma or equivalent
• Bachelor’s degree is preferred
• Key Skills               
• Highly Organized
• Ability to prioritize tasks
• High level Communicator
• 10+ years of Restoration Industry Experience

Evaluated On:

• Results versus Annual Invoiced Revenue and Margin goals
• TRUTH Score (Margin Velocity)
• Customer NPS
• Employee Development plans executed

Overall Duties Include:

• Train all ERT Team members through a multitude of approaches
  • o 1:1 individual training plan
  • o Small group classroom training sessions
  • o All team classroom training sessions
  • o Hand in Hand in the field training
  • o ERT PM specific training (see below for duties)
• ERT PM Responsibilities
  • o Make initial contact with homeowner upon inception of new loss through the warm transfer process with CCC
  • o Write Scopes for Water, Bio, Board-up, corrosion mitigation, odor jobs, or any mitigation related work
  • o Write Scopes for all contents related jobs including pack outs, on site or off-site cleaning, or content manipulation work
  • o Obtain Work Authorization, and other program related initial documentation within 2 hours of job site inspection
  • o Assist Operations Manager & Production Coordinator with scheduling for both Mitigation & Contents Technicians
  • o Supervise Field Staff to ensure daily goals are met
  • o Perform Quality Assurance and complete job site walks
  • o Validate completion or complete daily notes, photos, and scope sheets are uploaded by technicians.
  • o Obtain certificate of completion from customer
  • o Complete necessary job-related compliance tasks and dates in RMS
  • o Monitor RMS data for accuracy
  • o Complete daily EODs by no later than 3pm
  • o Problem solves labor needs as they arise
• Large & Complex Loss advisor
• Assist in oversight of the operational performance of the Emergency Response Team
  • o Work alongside Operations Manager to execute an overall ERT operations plan that aligns with the company’s
  • o Work alongside Operations Manager & Production Coordinator to complete team member scheduling and dispatching
  • o Coordinate and Schedule Temporary Labor as needed
  • o Provide problem solving assistance to the ERT Project Managers and Technicians
  • o Handle customer escalations as the need arises.
• Oversight of shop supplies and equipment
  • o Work directly with Operations Manager, Production Coordinator, and Shop Manager to validate shop is fully supplied with all necessary supplies & materials needed to complete any type of job.
• Work directly with Operations Manager, Production Coordinator, and Shop Manager to validate all Mitigation and Contents related equipment is properly maintained, and in stock to complete any type of job.
• Back up for on-call schedule for the Emergency Response Team
• Train on adherence to Program requirements (SLA, DRP, TPA compliance)
• Play any role in the ERT as needed
• Back up for Production Coordination

High Level Job Duties include:

• Work toward leadership development in core leadership skills, get feedback in at least 2 certifications per year
• Participates in marketing and business development
• Participates in the collection process of payment from customers
• Meet with team no less than weekly for Management meeting.
• Visit field staff and job sites as the need arises.
• Attend and actively participate in leadership development trainings
• Participates in marketing and business development as the need arises
• Participates in the collection process of payment from customers
• Complete special assignments as requested by Operations Manager
• Participates in emergency services when an “All hands-on deck” scenario arises
• Participate in on-going problem solving and practicing continuous improvement of the department and company as a whole
• Participate in Paul Davis social events, Goal Setting and Review, All Team Meetings and as many other opportunities as possible to engage with the rest of the team

Hours:

• Full time Monday through Friday 7am – 5pm and based at Paul Davis office.
• This requires after hours availability, including weekends, and/or holidays
• The is an on-call role (Backup to on call team leads)

Reward:

• Compensation is evaluated on a yearly basis effective from the start date of employment of each calendar year. An annual reward planner (ARP) is completed at that time.
• Promotions and advancement within the position bring progressively greater challenge, learning, responsibility, and compensation.