Service Manager Emergency Response Team

4 weeks ago

Saint Paul, United States Paul Davis Restoration of Greater MSP and the Northland Full time
Job DescriptionJob Description

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
  • Bachelors 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 companys
    • 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.

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