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.
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Executive: Customer Satisfaction - Monitor, communicate and respond to customer needs.
- Discuss expectations, requirements, and changes with customers.
- Communicate with customers on job progress and concerns.
- Document customer concerns and/or complaints and resolve them in a timely and professional manner after discussing with the production manager.
- Document damage caused by the production crew, and discuss agreeable settlement with the production manager prior to presenting a solution to the customer.
- Identify activities for incremental improvement and discuss with the production manager.
- Production: Production Crew and Job Management
- Adhere to 1-4-8 job responses.
- Ensure all personnel is available for emergency services as required by SERVPRO® response commitment when contacted.
- 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.
- Perform production processes as scheduled.
- 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.
- 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.
- 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.
- Adhere to 1-4-8 job responses.
- Production: Jobsite/Employee Appearance
- Make sure Jobsite is left with a clean and orderly appearance.
- Ensure that crew shows respect for customer’s home/property.
- Make sure employees follow SERVPRO® uniform policy.
- Make sure Jobsite is left with a clean and orderly appearance.
- Human Resources: Communication Management
- Ensure clear two-way communication with the production manager.
- Keep production manager informed of job progress and issues.
- Ensure clear two-way communication with office staff.
- Keep office informed of job progress and issues.
- Ensure clear two-way communication with production technicians.
- Ensures the professional conduct of each production technician on the crew, making sure conduct is supportive of the growth and development of the technician.
- Communicate clear expectations to production technicians.
- Keep production technicians informed of job progress and issues.
- Keep production technicians informed of job progress and issues.
- Ensure clear two-way communication with the production manager.
- Executive: Professional and Personal Development
- Continue development of production skills and expertise of services, cleaning products, and equipment.
- Participate in training activities on a regular basis.
- Complete certification through the SERVPRO® Employee Certification Training Program (ECTP) and relevant Institute of Inspection, Cleaning, and Restoration Certification (IICRC) certifications.
- Complete all relevant training programs and achieve all relevant production certifications.
- Know the equipment and product directions.
- Know Material Safety Data Sheets (MSDS) to ensure proper usage and application.
- Know how to properly operate equipment from reading owner’s manuals and training with other team members.
- Continue development of management, team building, and leadership skills.
- Continue development of production skills and expertise of services, cleaning products, and equipment.
- Finance: Financial and Equipment/Asset Management
- Manage and control the costs of production jobs.
- All company expenses must be documented and within budget, as set forth by Franchise. All expenses outside of the budget must have prior approval of the production manager and/or owner.
- Make sure production costs are maintained at the established rate, as set forth by Franchise.
- Manage equipment and materials (assets).
- Protect and utilize equipment and materials, ensuring Franchise property is utilized efficiently and effectively.
- Ensure that production technicians are cleaning and maintaining vehicles, equipment, and facilities.
- Complete periodic inventory of equipment and supplies, as directed.
- Manage and control the costs of production jobs.
- Production: Maintenance and Equipment Repair
- Perform preventive maintenance on vehicles and equipment.
- Ensure vehicles and equipment are in excellent operational condition and maintain a professional appearance.
- Report on all non-operational equipment.
- Oversee facility maintenance.
- Perform preventive maintenance on vehicles and equipment.
- Executive: Safety and Risk Compliance/Management
- Understand and see that all personnel follow safety and risk management guidelines on the job site, in the office, and while traveling.
- Maintain a clean, safe work area.
- Comply with all Franchise and SERVPRO® safety policies.
- Utilize cleaning products, mechanical equipment, and personal protective equipment properly.
- Ensure that all personnel wear appropriate safety equipment and follow safety procedures.
- Attend safety training.
- Understand and see that all personnel follow safety and risk management guidelines on the job site, in the office, and while traveling.
- Additional: Other Duties, as Assigned
- Take ownership of Roles and Responsibilities.
- Team members should take ownership of their job responsibilities. Identifying ways to be more efficient is also an important part of this position.
- Handle recurring and unique tasks, as necessary
- Handle other tasks and duties as business needs require.
- Handle other tasks and duties as business needs require.
- Take ownership of Roles and Responsibilities.
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