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Restoration Operations Supervisor

2 months ago

Salem, Massachusetts, United States SERVPRO of LynnLynnfieldSalemPeabodyMarblehead Full time
Job OverviewBenefits:
  • 401(k)
  • 401(k) matching
  • Performance-based bonuses
  • Company vehicle
  • Competitive salary
  • Dental coverage
  • Health insurance
  • Advancement opportunities
  • Paid time off
  • Profit sharing
  • Vision coverage

SERVPRO of Lynn/Lynnfield/Salem/Peabody/Marblehead is seeking a skilled supervisor in the restoration sector to lead and manage our team of field technicians.

Position Summary
The Production Supervisor is responsible for overseeing all functions of production teams. This role focuses on customer satisfaction, revenue enhancement, profit improvement, and the development of management and staff. As a front-line management position, the supervisor guides their team towards operational excellence.
The Production Supervisor is evaluated based on the readiness of the production team, ensuring they are knowledgeable, well-trained, equipped with necessary tools in optimal condition, and are proficient and safe drivers. This individual consistently supervises production teams and manages facilities and equipment to maintain an organized, clean, and professional environment.

Key Responsibilities
1. Customer Engagement
a. Manages the customer/client experience and overall satisfaction, ensuring crew leaders and all production personnel are well-trained and exceed expectations for job quality, while maintaining professionalism and courtesy in all interactions.
b. Ensures that all technicians adhere to company standards for appearance (uniforms, cleanliness, neatness, no visible piercings, well-groomed).

2. Production Management
a. Regularly meets with the General Manager to evaluate capacity requirements.
b. Develops hiring and training strategies for the production team and manages these plans to meet current and future demands.
c. Ensures the technician team is prepared for emergency and scheduled jobs.
d. Creates and implements plans to ensure production teams are ready for dispatch during storm events, including supervising temporary staff.
e. Responsible for recruitment, including posting job ads, interviewing, and hiring production personnel.
f. Manages the onboarding and offboarding processes for production staff.

3. Technician Training and Development
a. Ensures all technician staff are fully equipped to perform their duties.
b. Guarantees that each technician completes all necessary training, overseeing individual training schedules and creating a comprehensive training plan for each technician, which includes:
Driver safety training modules, LMS training, DryBook training, and other relevant training.
Schedules IICRC certification courses for promising technicians demonstrating capability and interest.
c. Conducts weekly meetings with each technician to discuss job performance, career development, and training plans.
d. Develops and supports technicians in their training for career advancement.
e. Aims to achieve the required number of crew leaders by nurturing exceptional technicians.
f. Responsible for job evaluations, approving time-off requests, and managing all HR functions for the production team.
g. Ideally spends 75% of the day in the field assessing work quality, adherence to guidelines, and conducting field training, with the goal of visiting every job site daily when feasible.
h. Regularly collaborates with Project Managers for feedback on technician performance and identifies areas for improvement.

4. Coordination with Office and Production Managers
a. Facilitates adjustments to crew schedules and communicates updates to office staff.
b. Collaborates with the Office Manager and Production Managers daily to create job schedules.

5. Facilities and Equipment Management
a. Responsible for the upkeep, cleanliness, and organization of warehouse and office facilities.
b. Directs the daily schedule of the facilities supervisor.
c. Ensures all necessary facility maintenance is scheduled and completed (e.g., yearly HVAC servicing, air/water filter changes).
d. Ensures all equipment is clean and in good working order.
e. Ensures prompt repair of any broken or damaged equipment.
f. Assesses product and consumable needs weekly and collaborates with the General Manager to maintain appropriate inventory levels.
g. Responsible for producing an accurate monthly equipment inventory and submitting it to the General Manager and owner.
h. Responsible for tracking all consumable products and coordinating orders for replenishment with the General Manager.

6. Vehicle Oversight
a. Conducts daily inspections of all vehicles and ensures all staff maintain clean and organized vehicles.
b. Oversees scheduled maintenance and repairs for all vehicles (recalls, inspections, etc.).
c. Regularly inspects employee company vehicles to ensure compliance with maintenance, cleanliness, and vehicle-related policies.

Required Experience and Skills:

Minimum of 3 years in the restoration industry
Minimum of 1 year in a management or supervisory role
Strong interpersonal, leadership, and management skills
Excellent communication skills, both verbal and written
Adept at utilizing technology

Educational Background:

Minimum of a high school diploma or equivalent; an associate or bachelor’s degree is strongly preferred.
Current industry IICRC certifications are highly preferred.