Lead Tech / Crew Chief

ServiceMaster Restore; Durham (NC); On-site; USD 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Restoration Supervisor to oversee restoration jobs and ensure quality control. In this dynamic role, you will monitor drying and demolition activities, supervise technicians, and maintain communication with customers and adjusters. You will play a key role in managing documentation and ensuring safety standards are upheld. If you are passionate about customer service and have a strong background in the disaster restoration industry, this opportunity is perfect for you. Join a team that values excellence and commitment to quality in every project.

Qualifications

• Knowledge of disaster restoration or construction industry.
• Strong verbal and written communication skills.
• Experience in training and managing others.

Responsibilities

• Monitor and inspect restoration jobs to ensure completion.
• Explain processes and next steps to customers.
• Supervise technicians and ensure safety standards.

Skills

Verbal Communication

Written Communication

Problem-Solving

Customer Service

Data Entry

Prioritization

Education

High School Diploma or Equivalent

Tools

Mobile Software

Xactimate

Job description

Monitors and inspects tasks for restoration jobs to ensure the completion of drying, demolition, and various restoration activities. Prepares and reviews documentation, including notes, photos, and documents, according to company policies and procedures. Explains processes used to complete active jobs and next steps to resolution in person to customers. Supervises technician(s) assigned to the job, ensuring safety and operational standards are followed and met during active jobs.

Job Responsibilities

1. Possesses knowledge of the disaster restoration industry.
2. Retrieves work orders, ensures appropriate equipment and supplies are loaded on the truck needed for the job, and arrives at the work site.
3. Completes assigned jobs according to company processes and carrier standards, maintains quality control, and manages technician(s) assigned to the job.
4. Performs daily monitoring and required activities on all active jobs for residential and/or commercial customers with a sense of urgency.
5. Explains processes used to complete active jobs and next steps to resolution in person to customers using printed materials as a guide.
6. Interfaces with adjusters in person, over the phone, and virtually to resolve issues and answer questions about the loss.
7. Completes sketches and scope sheets for estimates, and records drying activities using mobile software.
8. Inspects jobs after completion, obtains customer signatures for approval, and requests payments when necessary.
9. Resolves issues with customers and communicates customer issues and daily job activities with key company staff.
10. Prepares and/or reviews documentation, including notes, photos, and signed documents, to ensure reimbursement from insurance companies, using software.
11. May train new technicians or key operational team members.
12. Ensures safety standards are being followed during all active jobs.
13. Holds a valid driver's license and maintains a satisfactory driving record.
14. Possesses strong verbal and written communication skills.
15. Exhibits strong problem-solving and customer service skills.
16. Must be able to prioritize activities and meet deadlines.
17. Experience with entering data using a tablet or mobile phone.
18. Reports to work on time in a clean, complete uniform.
19. Reads and follows product label usage instructions.

Job Requirements

• High school diploma or equivalent.
• Valid driver's license and satisfactory driving record.
• Good verbal and written communication skills.
• Models customer service expectations with homeowners, adjusters, vendors, etc.
• Knowledge of disaster restoration or construction industry.
• Proficient with using mobile software to enter data.
• Experience with using Xactimate is preferred but not required.
• Ability to prioritize activities and meet deadlines.
• Experience in training and managing others.
• Strong problem-solving skills.
• Ability to communicate customer issues and job activities with key company staff.
• Certifications such as ASD, FSRT, OCT, or WRT are preferred but not required.

Physical Demands and Working Conditions

Incumbent must be prepared to:

• Move up to 70 pounds often, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Stand and walk for extended periods; lifting, squatting, crawling, and crouching are required.
• Express or exchange ideas with others and receive and act on detailed information.
• Wear respirators in certain situations, which must seal to the face for safety.
• Be exposed to various indoor and outdoor working conditions, including environments with or without air conditioning and heating.