Future Opening: Water Mitigation Supervisor

Primary Role: Manage and complete jobs according to SERVPRO® processes per work order. Respond to service calls when needed. Set up and establish efficient job flow, coordinate requirements for the job, complete job documentation, perform and supervise production work, and monitor assigned jobs from start to finish. Follow and enforce all safety procedures on the job site. Resolve problems quickly as they arise. Monitor all assigned jobs to ensure customer needs are met. Perform sales and marketing activities, including add-on sales and security checks. Communicate and establish relationships with commercial, insurance, and residential customers. Clean and maintain vehicles, equipment, warehouse, and office areas. Results Expected: Production processes are performed according to SERVPRO® production guidelines. Job documentation is completed in a timely and accurate manner. Production costs are maintained at the established rate. Add-on sales are made to customers. Communications to Production Manager, Operations Manager, General Manager or Owner, as appropriate, and customer are timely. Jobs are completed, either meeting or exceeding customer expectations. Vehicles, equipment, and facilities remain clean and orderly. 1. Executive: Customer Satisfaction 2. Monitor, communicate and respond to customer needs. 1. Discuss expectations, requirements, and changes with customers. 2. Communicate with customers on job progress and concerns. 3. Document customer concerns and/or complaints and resolve them in a timely and professional manner after discussing with the production manager. 4. Document damage caused by the production crew, and discuss agreeable settlement with the production manager prior to presenting a solution to the customer. 5. Identify activities for incremental improvement and discuss with the production manager. 3. Production: Production Crew and Job Management 1. Adhere to 1-4-8 job responses. - Ensure all personnel is available for emergency services as required by SERVPRO® response commitment when contacted. 2. Oversee Jobsite management. - Ensure all personnel report to Jobsite as scheduled. - Coordinate production and assign tasks to technicians. - Confirm that the staging area and equipment for each job are set up properly. - Confirm rooms are prepared for SERVPRO® production processes. - Ensure that all production processes follow SERVPRO® production guidelines per work order and are performed as scheduled. - Ensure *EZ Production Guidelines* are followed and quality control is maintained. - Make certain that end-of-job/end-of-day cleanup and breakdown have been performed. - Perform a final walk-through with customers at job completion. Re-service jobs as requested by the production manager. 3. Perform production processes as scheduled. 4. Supervise production technicians. - Ensure production technicians understand and follow rules for behavior and performance on the job. - Assign tasks to production technicians and manage workflow and task completion. - Ensure production technicians complete all jobs according to production guidelines and with excellent customer service. 5. Manage job file documentation. - Review customer applicable documentation for the job with the customer and obtain required authorizations. - Confirm accuracy of scopes or estimates made by others. - Complete all documentation for job files. 6. Coach and train production technicians. - Train production technicians on production processes, equipment maintenance, and customer relations. - Assist production technicians in seeking all relevant certifications. - Model professional behavior and customer relations skills. 4. Production: Jobsite/Employee Appearance 1. Make sure Jobsite is left with a clean and orderly appearance. - Ensure that crew shows respect for customer’s home/property. 2. Make sure employees follow SERVPRO® uniform policy. 5. Human Resources: Communication Management 1. Ensure clear two-way communication with the production…