Restoration Manager

The Restoration Manager oversees all aspects of assigned restoration projects and assigned Production/Restoration crews. Their responsibilities are centered around customer satisfaction, revenue growth, profit growth, management development, and staff development. This front-line management position leads their team to operational excellence.

Primary Responsibilities:

• Ensure an accurate scope of work for restoration projects and prepare statements of work utilizing industry specific estimating software.
• Negotiate with customers and/or clients for approval of restoration activities
• Schedule, coordinate and oversee crews, assets, and subcontractors to provide service on active projects to include subcontractors
• Review job site documentation to support the services provided and ensure proper client requirements and billing process
• Maintain all communications with customers, teammates, vendors, and insurance representatives
• Manage production expenses including labor, equipment, vehicles, and other assets
• Manage the customer and client experience and overall satisfaction Provide priority response to potential customers, as needed.
• Actively engage in recruiting, hiring, and training restoration teammates

Job Specific Responsibilities:

Safety

• Recognizes and documents safety hazards.
• Identifies PPE needs and enforces adherence to proper usage.
• Adheres to and oversees work site safety protocols and franchise safety guidelines.
• Attends and participates in team safety meetings.
• Maintains assigned PPE kit.

Work Habits

• Maintains well-organized physical and digital records, documentation, and workspace.
• Assists Operations with scheduling and dispatching of Restoration staff, as needed.
• Assists Human Resources with training and development of Restoration staff, as needed.
• Acts as a resource for Large Loss Team, as needed.

Priority Response

• Responds and initiate services utilizing crews and subcontractors as needed.
• Evaluates customer priorities and project needs.
• Consults with potential customers and sells services, converting leads into viable jobs.
• Communicates initial inspection findings and ongoing activities with stakeholders.
• Identifies safety hazards, communicates, and establish control measures to ensure the safety of occupants and workers.
• Initiates mitigation/remediation services.
• Determines salvageable items and materials.

Scope/Plan

• Creates and reviews project scopes of work and estimates for accuracy.
• Negotiates scope of work and/or pricing to obtain required approval.
• Creates and maintains a project timeline.
• Reviews work orders to ensure direction corresponds to efficient completion of the scope of work.
• Communicates expectations and order of operations of planned mitigation/remediation activities to Restoration Supervisors and oversees their activities.
• Plans for and schedules subcontracted services.

Project Management

• Coordinates, plans, and manages work activities of projects to ensure quality standards are met.
• Manages and ensures submission of accurate project documentation and communications to all stakeholders.
• Creates project budget and manages job costs to maintain profitability.
• Performs quality control inspections throughout the project and takes corrective actions as needed.
• Maintains communication with internal and external stakeholders daily.

Customer/Client Service

• Manages the execution of an exceptional customer/client experience while identifying and implementing activities for incremental improvement.
• Communicates restoration processes and establishes expectations with stakeholders.
• Listens to stakeholder concerns or complaints and takes appropriate action.
• Explains all the required paperwork to customers and obtains signatures as needed.
• Manages damage reimbursement expenses.
• Maintains communication with all stakeholders on progress of job.

Expense/Asset Management

• Manages Restoration expenses according to company guidelines.
• Controls labor and consumable usage on assigned projects.
• Manages assets by protecting and using equipment, tools, and materials properly.
• Manages procurement of operating supplies to maintain adequate on-hand inventory.
• Manages inventory processes of equipment and tools.
• Performs vehicle and equipment maintenance.

Job Documentation

• Accurate photograph and document of work sites.
• Documents an accurate scope of work for needed services.
• Composes a daily comprehensive job diary to include all services performed.
• Verifies all required information is entered into appropriate software application.
• Documents and/or perform final review of job files to support the services provided.

Training

• Manage, assign, and/or facilitate franchise training.
• Coach and train assigned Restoration Personnel.
• Conducts and/or coordinates safety training for restoration staff.

HR Administration

• Recruits, interviews, and provides recommendations on employment offers in coordination with human resources.
• Ensure restoration staff accurately records time and approve all assigned staff timecards each payroll period.
• Monitor performance of direct reports to identify coaching and training needs.
• Conduct annual employee reviews of assigned restoration staff in coordination with the Restoration Operations Manager.

Position Requirements

• High school diploma/GED; Associate degree or Bachelor’s degree preferred
• Valid driver’s license
• A minimum of 1 year of management and/or supervisory experience
• A minimum of 3 years of industry experience
• Fire/structure experience required
• IICRC certification a preferred

Skills/Physical Demands/Competencies

• Ability to lift a minimum of 50 pounds regularly, occasionally up to 100 pounds with assistance
• Ability to climb ladders, work at ceiling heights, work in tight spaces (e.g., crawl spaces, attics)
• Ability to repetitively push/pull/lift/carry objects
• Ability to work with/around cleaning agents and equipment