Project Manager - ServiceMaster Restore
Salem, VA 24153
About the Job
Project Managers lead our production activities in the field, making decisions that impact the success of the assignment. They perform quality control and a variety of tasks including monitor and inspect tasks for commercial and residential restoration jobs (across all 3 of our business geographies) to ensure completion of drying, demolition and various restoration activities, prepare/review documentation to include notes, photos and documents according to company policies and procedures, explain processes used to complete active jobs and next steps to resolution in person to customers, and supervise techs assigned to the job.
The right candidate will need excellent technical skills and strong Customer Service skills necessary to work through difficult situations.
Job Responsibilities
- Completes assigned jobs according to company processes, maintains quality control within the budget of each job.
- Performs or successfully delegates daily monitoring of active residential and/or commercial jobs and communicates with customers.
- Maintains records of personnel and resources used on projects and communicates all billable events to others.
- Inspects and scopes jobs onsite-and collaborates with Crew Lead/Lead Tech on scope of job.
- Is responsible for scheduling all aspects of job assignments, including job scopes, team scheduling, daily monitoring, and final walk-throughs.
- Resolves customer complaints successfully and profitably.
- Retrieves work orders, checks route for travel, ensures appropriate equipment and crew are assigned to each job.
- Documents / reviews loss with clear and descriptive job photos and uploads into operating system/software
- Communicates conversations and key information on the job using the notes feature in required software.
- Explains drying process and next steps to resolution in person to customers using printed materials as a guide.
- Interfaces with adjusters and customers in person, over the phone, and virtually to resolve issues and answer questions about the loss.
- Performs quality assurance inspections after completion and obtains customer signatures for approval, requests payments when necessary.
- Prepares documentation and pictures according to company policies and procedures to ensure reimbursement from insurance companies.
- Trains new technicians or key operational team members.
- Communicates need for training and helps develop training plans for new and existing technicians in coordination with Management and HR Manager.
- Communicates with other project managers when additional team members are needed to complete a project or to offer assistance when assigned team is available.
- Identifies outside temporary staffing needs and communicates staffing issues to the HR Manager.
- Coordinates with other project managers and schedules work for crew members when their assigned service area is slower.
- Manages scheduled time off for crew members when their assigned service area is slower, and they are not needed by other crews, or by providing alternate work assignments for maintenance or training.
- Sends out a daily schedule to the company that details the scope of work scheduled and the technicians assigned to each job for the next day.
- Participates in the Manager’s On-Call program (after-hours on a rotation basis).
- Coordinates the needed resources to complete a job to include assigned technicians, equipment, and other required resources.
- Facilitates communication between Estimators and field staff to ensure all needed information and documentation is collected.
- Complete all jobs in a profitable manner tracking job costing and labor management in a way to maximize profitability.
- Creates and maintains key relationships internally and externally to maximize job leads, resources and community connections.
- Performs regular field training on site with crew members to foster a stronger workforce and increase workforce development.
- Adheres to the required cycle times per job to increase the Company’s standing within various job pool sources to maximize the chances of acquiring new jobs.
Since its founding in 1929 by Marion E. Wade, a former minor league baseball player, ServiceMaster has stood by its word and its customers. As a result, it has grown into a world-class company composed of a family of brands that provides residential and commercial services to 5 million customers in the past year alone.
Today, ServiceMaster Restore is committed to helping our communities rebuild after a disaster, helping businesses get back to work, and helping our neighbors restore their homes to pre-loss conditions. Whether dealing with a burst pipe that impacts one home or a natural disaster that impacts the entire community, we’re by your side 24/7/365 to restore your property and your peace of mind.
