Lead Technician Position Description

Reports to: Production / Operations Manager

Position Summary / Purpose

Assist in retaining customers by fulfilling the company’s obligations through the timely and effective delivery of our cleaning, repairing and restoration services.

Principle Duties and Responsibilities

Effectively perform all services the company offers (e.g. Carpet, tile and upholstery cleaning, deodorizing, emergency water extraction and drying of structure, fire damage and contents restoration)

Communicate effectively with customers

Perform basic equipment maintenance

Perform basic vehicle maintenance

Supervise technicians in performance of company services

Provide training for technicians on company procedures, reporting and performing services

Inspect completed work

Complete technician’s daily logs

Complete Work Orders

Complete appropriate restoration documentation

Additional Duties and Responsibilities

Maintain inventory of cleaning chemicals and supplies

Perform basic building maintenance

Decision Rights and Authority

Determine the sequence of steps to be taken when delivering the company’s services at the customer’s property

Assign specific tasks to technicians within a work crew

Working Relationships and Scope

Maintain timely and effective communication and flow of information with management

Collect all necessary documentation and work authorizations from prospective customers

Performance Competencies

Oral Communication – Speaks clearly and persuasively in positive or negative situations. Able to effectively calm excited customers, uses questioning to accurately identify the type and extent of issue and describes the steps that will be taken. Adaptable and able to think on his/her feet.

Written Communication – Writes clear and accurate job notes and emails. The individual is able to read and interpret written information. Uses appropriate vocabulary and grammar.

Planning & Organizing – Plans and organizes work activities considering the capabilities and strengths of technicians and laborers. Focuses on key priorities. Effectively manages multiple tasks simultaneously. Pays attention to details.

Technical – Is appropriately trained and/or certified and effectively performs all production work within the company or assigned division.

Quality – the individual demonstrates accuracy and thoroughness and monitors his / her own work, as well as that of the other crew members, to ensure quality.

Technology – Regularly uses standard word processing, spreadsheet and job management software tools and available hardware to report job activities and create required documentation including photos of job sites.

Cleanliness – Ability to maintain cleanliness and safety standards established by the company for the warehouse and jobsite.

Qualifications - Knowledge, Skills and Abilities

Education and Experience

High school (or GED) diploma plus two (2) to four (4) years of industry experience.

Mathematical skills

Adequate math skills. Ability to compute percentages and to verify the reasonableness of estimates, financial data and reports within the context of information provided.

Computer skills

Demonstrates basic proficiency in the use of computers and computer software, especially MS Word, Excel and applicable job management software.

Certificates, Licenses and Registrations

Certification in performing appropriate services, e.g. Carpet Maintenance, Water Mitigation, Mold, etc.

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Working Conditions

The work of this position is predominantly carried out on the customer’s property. Employee will encounter facilities where standing water and sewage are present, heat is unavailable due to lack of utilities, fire damage has occurred and mold or other organic growth exists. Daily exposure to the shop where vehicles and equipment are housed and maintained is typical.

Noise level in the work environment is usually quiet