Service Manager Emergency Response Team - St Paul, United States - Paul Davis Restoration of Greater MSP and the Northland

Description

Service Manager - Emergency Response Team (Mitigation & Contents)

Reports To:
Operations Manager


SUPERVISES:

ERT TechniciansEvaluated 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 equivalentBachelors degree is preferredKey SkillsHighly OrganizedAbility to prioritize tasksHigh level Communicator10+ years of Restoration Industry Experience

Evaluated On:
Results versus Annual Invoiced Revenue and Margin goalsTRUTH Score (Margin Velocity)

Customer NPSEmployee Development plans executedOverall Duties Include:
Train all ERT Team members through a multitude of approacheso 1:1 individual training plano Small group classroom training sessionso All team classroom training sessionso Hand in Hand in the field trainingo ERT PM specific training (see below for duties)

ERT PM Responsibilitieso Make initial contact with homeowner upon inception of new loss through the warm transfer process with CCCo Write Scopes for Water, Bio, Board-up, corrosion mitigation, odor jobs, or any mitigation related worko Write Scopes for all contents related jobs including pack outs, on site or off-site cleaning, or content manipulation worko Obtain Work Authorization, and other program related initial documentation within 2 hours of job site inspectiono Assist Operations Manager & Production Coordinator with scheduling for both Mitigation & Contents Technicianso Supervise Field Staff to ensure daily goals are meto Perform Quality Assurance and complete job site walkso Validate completion or complete daily notes, photos, and scope sheets are uploaded by technicians.o Obtain certificate of completion from customero Complete necessary job-related compliance tasks and dates in RMSo Monitor RMS data for accuracyo Complete daily EODs by no later than 3pmo Problem solves labor needs as they ariseLarge & Complex Loss advisorAssist in oversight of the operational performance of the Emergency Response Teamo Work alongside Operations Manager to execute an overall ERT operations plan that aligns with the companyso Work alongside Operations Manager & Production Coordinator to complete team member scheduling and dispatchingo Coordinate and Schedule Temporary Labor as neededo Provide problem solving assistance to the ERT Project Managers and Technicianso Handle customer escalations as the need arises.

Oversight of shop supplies and equipmento 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 TeamTrain on adherence to Program requirements (SLA, DRP, TPA compliance)Play any role in the ERT as neededBack up for Production CoordinationHigh Level Job Duties include:

Work toward leadership development in core leadership skills, get feedback in at least 2 certifications per yearParticipates in marketing and business developmentParticipates in the collection process of payment from customersMeet 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 trainingsParticipates in marketing and business development as the need arisesParticipates in the collection process of payment from customersComplete special assignments as requested by Operations ManagerParticipates in emergency services when an All hands-on deck scenario arisesParticipate in on-going problem solving and practicing continuous improvement of the department and company as a wholeParticipate 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 teamHours:Full time Monday through Friday 7am 5pm and based at Paul Davis office.

This requires after hours availability, including weekends, and/or holidaysThe 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.#J-18808-Ljbffr