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Restoration Operations Supervisor

2 months ago

Norcross, Georgia, United States Servpro - Restoration Personnel, Inc. Full time
Job Overview

The Restoration Operations Supervisor is responsible for managing all facets of designated restoration projects and overseeing assigned Production/Restoration teams. This role focuses on ensuring customer satisfaction, driving revenue and profit growth, and fostering management and staff development. As a key management position, the supervisor leads their team towards achieving operational excellence.

Key Responsibilities:

Safety Management

  1. Identifies and documents potential safety hazards.
  2. Determines necessary personal protective equipment (PPE) and enforces its proper use.
  3. Ensures compliance with work site safety protocols and company safety standards.
  4. Participates in team safety meetings.
  5. Maintains an up-to-date PPE kit.

Workplace Conduct

  1. Maintains consistent attendance and punctuality.
  2. Utilizes work hours effectively for job-related tasks.
  3. Follows proper procedures for requesting time off and notifying management.
  4. Handles stress and conflict constructively, seeking guidance when necessary.
  5. Keeps organized physical and digital records and workspace.
  6. Assists Operations with the scheduling and dispatching of Restoration staff as required.
  7. Collaborates with Human Resources for the training and development of Restoration staff.
  8. Serves as a resource for the Large Loss Team when needed.

Priority Response

  1. Initiates services by deploying crews and subcontractors as necessary.
  2. Assesses customer priorities and project requirements.
  3. Engages with potential clients to sell services and convert leads into actionable projects.
  4. Communicates initial assessment findings and ongoing activities to stakeholders.
  5. Identifies safety hazards and implements control measures to protect occupants and workers.
  6. Commences mitigation and remediation services.
  7. Evaluates salvageable items and materials.

Project Planning

  1. Develops and reviews project scopes and estimates for accuracy.
  2. Negotiates project scope and pricing to secure necessary approvals.
  3. Establishes and maintains project timelines.
  4. Reviews work orders to ensure alignment with efficient project completion.
  5. Communicates expectations and operational plans to Restoration Supervisors and monitors their activities.
  6. Plans and schedules subcontracted services.

Project Management

  1. Coordinates and oversees project activities to meet quality standards.
  2. Ensures accurate project documentation and communication with all stakeholders.
  3. Creates project budgets and manages costs to uphold profitability.
  4. Conducts quality control inspections throughout the project and implements corrective actions as necessary.
  5. Maintains daily communication with internal and external stakeholders.

Industry Knowledge

  1. Demonstrates proficiency in relevant concepts, software, and techniques required for job responsibilities.
  2. Adheres to company policies and protocols in executing job duties.
  3. Responds accurately to inquiries and consults with others as needed.
  4. Completes SERVPRO U assignments.
  5. Continues to enhance leadership and management skills, along with restoration expertise.
  6. Maintains the capability to perform any role assigned to Restoration Technicians or Supervisors.

Client Service Excellence

  1. Ensures exceptional customer/client experiences while identifying opportunities for improvement.
  2. Communicates restoration processes and sets clear expectations with stakeholders.
  3. Actively listens to stakeholder concerns and addresses them appropriately.
  4. Explains necessary paperwork to clients and secures required signatures.
  5. Manages expenses related to damage reimbursement.
  6. Keeps all stakeholders informed on job progress.

Financial Management

  1. Oversees Restoration expenses in accordance with company policies.
  2. Controls labor and material usage on assigned projects.
  3. Safeguards assets by properly utilizing equipment, tools, and materials.
  4. Manages procurement of supplies to maintain adequate inventory levels.
  5. Implements inventory processes for equipment and tools.
  6. Conducts regular maintenance on vehicles and equipment.
  7. Ensures compliance with SERVPRO brand standards.

Documentation

  1. Accurately photographs and documents work sites.
  2. Creates detailed scopes of work for required services.
  3. Maintains a comprehensive daily job diary documenting all services performed.
  4. Ensures all necessary information is entered into the appropriate software systems.
  5. Reviews job files to support the services rendered.

Team Collaboration

  1. Maintains a cooperative and pleasant demeanor with colleagues.
  2. Contributes to achieving franchise and team objectives.
  3. Effectively manages workplace conflicts.
  4. Takes initiative to foster teamwork and build strong relationships.
  5. Proactively assists the team in providing excellent customer service.

Training and Development

  1. Oversees and facilitates training for franchise personnel.
  2. Manages assigned Restoration staff.
  3. Coaches and trains team members.
  4. Follows up to ensure proficiency in newly acquired skills.
  5. Coordinates safety training for restoration personnel.
  6. Actively engages in team-building efforts.
  7. Proactively assists the team in enhancing customer service.
  8. Recruits new Restoration personnel.

Human Resources Administration

  1. Recruits and interviews candidates, providing recommendations for hiring.
  2. Addresses and resolves employee conflicts as necessary.
  3. Ensures accurate time recording by assigned staff and approves timecards.
  4. Monitors performance to identify coaching and training needs.
  5. Conducts annual performance reviews in collaboration with the Restoration Operations Manager.