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.