This position will handle the West Coast of the United States

General Description

The goal of the Regional Support Manager is to provide an exceptional service experience for the DKI Member Network through quality, solutions-based consulting, and training that focuses on:

DKI Member Satisfaction

Commercial Large Loss Support

DKI Brand Strength through Innovation & Differentiation

Organizational Efficiencies & Profitability

This role supports the DKI brand value proposition by promoting the buy-in and utilization of DKI programs, systems, tools and potential add-on businesses in their day-to-day operations. In addition, they will provide training in areas of business development, marketing and customer service while sharing best practices and industry knowledge. Also, the RSM will provide guidance and assistance to DKI members struggling with different aspects of their business, to include large loss, commercial client support, etc. This role is the liaison between DKI corporate and DKI members and includes building key business relationships thus earning trust amongst the DKI membership.

Work Experience

Minimum 7 years in property damage restoration industry with general experience in the following areas:

Portfolio management – experience in managing multiple customers and resources

Business management

Understanding project management, intricacies and components of restoration and mitigation to include large commercial losses

Business Owner mindset with knowledge of services required to successfully operate a restoration business

Sense of urgency mindset in managing a business

Must have strong oral and written communication skills.

Must be creative to plan and accomplish a variety of goals and be results-orientated.

Must be influential in demonstrating purpose and value proposition of all DKI Programs.

Requires strong organizational skills, ability to multi-task, and be detail orientated.

Ability to review financials and key metrics and determine corrective course of action

Solid negotiation skills and working knowledge of legal agreements.

Willing and able to travel 50% of the time to visit markets nationwide

Willing to travel on an emergency basis and support hurricane and national catastrophe work

Sales experience in the service industry preferred

Proficiency in Microsoft Office applications (e.g. Word, Excel, PowerPoint

Education

Construction Management Degree, Certified Restorer or equivalent work experience

Job Duties

Informs and educates DKI Members of new products and services and recommends products and services that best fit their business needs.*

Facilitates local and regional selling efforts amongst Members; ensures collaborative and effective local and regional performance and customer alignment.*

Evaluates and provides assessment of Member’s operational capabilities as well as sales team capabilities to support both the Member’s business needs and DKI Services corporate strategy.*

Support Company core values as outlined in the Employee Handbook

Identify DKI Member organizational needs and opportunities to improve their performance as well as their growth by leveraging the DKI Network*

Provides action plans with timing to resolve any system noncompliance and performs field audits for quality assurance*

Partners with the Franchise Business Development Team to identify open markets, identify potential DKI Members and/or Affiliates, and review business plans for current Members desiring to expand their DKI territories*

May act as a lead or assist the Sales Team in conventions or similar events, to include representing the DKI Network to potential DKI Members and/or clients*

Review Key Business Indicator (KBI) reports identifying Member compliance of DKI Corporate programs, and identify potential business needs of those DKI Members

Achieves assigned specific metrics as determined by management

Identify potential synergy between members to facilitate partnerships and/or mentoring opportunities

Support project assignments as requested by DKI Leadership Team

Conduct “Member Touchpoints” for all Members in your assigned Region, at minimum, once per quarter. This will be tracked through the use of the company’s CRM tool: “DKI Connect” *

Monitor compliance with all franchise agreement and franchise guide requirements. Conduct activities required to remedy non-compliance in a professional and expedient manner

May, on occasion, be required to monitor commercial large losses for the first 24-48 hours or as needed. You may also be required to be the “face” of DKI in emergency situations until a Project Manager is assigned and on-site