Lead Water Damage Restoration Technician

The Rising Eagle Lead Technician operates as a first-responder on water, fire and/or mold property loss situations to help mitigate the damage in both residential and commercial structures. 

Our Lead Technicians are responsible for positive customer interactions, performing advanced techniques in water, mold and fire mitigation, microbial remediation. This key role is ideal for an energetic, self-starter with a passion for customer service and interest in a career and growth opportunity in technology and helping others.Lead Technicians are expected to work a five-day work week, but available to work any of the seven days of the week. Lead Technicians are expected to lead a team of 5 laborers. 

All Lead Technicians are non-exempt positions, and are expected to lead a team act as ambassadors of the Rising Eagle brand and culture when interacting with customers, co-workers, and supervisory/management staff.

Primary Responsibilities and Expectations

Behavior / Accountability 

• Learn and embody the Core Values
  • Provide an Exceptional Customer Experience
  • Be on Time – 24/7
  • Team-Oriented Attitude and Personal Accountability
  • Become a Master of Problem Solving

• Treat all customers, co-workers with courtesy, respect, and consistency 
• Demonstrate a professional appearance (per Rising Eagle company handbook and policy memos) and demeanor at all times. 
• Responsible for using discretion when answering the customers questions or ensuring the customer speaks with the appropriate Project Manager to get their questions answered
• Demonstrate initiative, a willingness to learn new skills, problems solving, teamwork, and accountability
• Maintain a clean and orderly job-site appearance - debris should be cleaned up before leaving the job
• Promptly report any technician-caused damage to customer property to Project Manager customer 
• Post job review and quality control review conducted with customer 
• Customer Exception Service Endorsement completed by Lead Tech
• When employee status is on-call, as defined by after-hours calendar, responding to texts or calls within 20 minutes and to report to work within 60 minutes of initial on-call text or call notification. 

Communication

• Performs work and communicates with team performing emergency water services (to include extraction, developing drying plans, and providing project documentation)
• Communicate details of work performed, and job status clearly and succinctly with clients, managers, team members, and other parties
• Coordinates and supervises work on Emergency Fire/Smoke Services (to include deodorization, pack-outs, board-ups, and securing structure)
• Coordinates and supervises work on Mold Remediation (including demolition and cleaning)
• Coordinates and supervises work in the preparation and cleaning of carpets and furniture upholstery
• Serves as a communication conduit between Project Management and Customers
• Ensure clear communication with the Project Manager 
• Maintains relationship with adjusters and communicates with updates as needed
• Communicate complexities, scope of jobs, and any change of scope to PM 
• Immediately and accurately report any all damage of or loss to property to PM or higher is PM is not available
• Set customer’s mind at ease, enabling PM’s communications
• Provide walk-through with customer to show what was accomplished and customer expectations (especially cleanliness) are met and/or exceeded (this is called a post-remediation walk-through)

Leadership & Supervision

• Ability to lead a team of up to 5 temporary laborers to complete a full sized residential or small commercial loss to include fire, water, or mold damage.
• Responsible to sign for and maintain crew level power tools for use by the Lead Technicians team
• Responsible for taking the assignment from the PMs and giving status updates to the PM during the job, particularly in the event of a scope change
• Responsible for getting themselves and their team to the jobsite on time every time
• Responsible for taking charge of the jobsite and problem solving any challenges that arise
• Responsible for managing the time of subordinates and ensuring the scope of work is performed to all applicable legal and Rising Eagle standards and values and on-time
• Assists in training and supervises restoration technician

Duties / Responsibilities

• Responds to job sites as directed and performs all tasks in accordance with company and industry certified standards
• Point person and first responder for any assigned emergency loss
• Executes and documents scope of work to be performed
• Completes jobs successfully and obtains certificate of completion
• Perform structural and content cleaning and assist with mold and bio-hazard cleanup
• Maintain and create accurate and detailed measurements, diagrams, photos, journals, work orders, and other documentation, as required for each job, including data entry into job management and data tracking systems, using mobile app and software databases
• Under the direction and supervision of the of the Project Manager, responds to dispatched emergency calls and mitigation damages at a loss location, leading the engagement in activities necessary to restore commercial and residential properties damaged by fire, smoke, water, mold, bio-hazard and other factors
• Assist Warehouse Manager with overseeing and communicating need for  equipment maintenance 
• Assist and communicate need for vehicle maintenance Chief of Mission of Support 
• Understand and follow all safe work practices, ensuring that all equipment is operated properly
• Ensure that all tools and equipment are accounted for before leaving the job site
• All other duties as assigned

Safety and Protocols

• Report to work and all jobs on-time, with proper PPE and equipment
• Demonstrate proper wear, use, care, and maintenance of Company Personal Protective Equipment (PPE) and safety equipment
• Responsible for all job documentation including moisture mapping, moisture readings, equipment scanning, and surveys using iRestore, DryLink, CompanyCam, and NearbyNow.
• Oversees and ensures job site personnel adherence to IICRC and all applicable Federal, State, and Local regulations 

Qualifications

Experience: 

• Minimum High School Diploma or equivalent education is required.
• Two-years of experience in water, mold and fire damage restoration preferred, but exceptions can be made for high performers and/or other exception demonstration of technical knowledge and functions is required.
•  At least two ANSI/IICRC related certifications required.

Skills:

• Customer courtesy, timeliness, initiative, problems solving, teamwork, and accountability
• Understanding of jobsite safety rules and regulations
• Proper use of Company PPE and safety equipment
• technical proficiency in use and employment of company equipment used on water, fire, and mold mitigation jobs
• Technical proficiency and advanced knowledge of extraction methods and equipment
• Knowledge of building design, construction techniques, building materials (including drywall, trim, flooring materials, etc.) for the purposes of accurately diagnosing problems and limiting work to affected or contributing, effectively mitigating with minimal destruction and avoiding secondary damage. 
• Ability to accurately diagnose and identify source of problems from a construction and building context.
• Ability to independently assess the situation to properly set up equipment and tools according to UWRG and industry standards.
• Ability to recognize and troubleshoot faulty equipment and account for all tools/equipment used during each job.
• Make understanding the customer’s needs a priority while demonstrating empathy to the customer’s situation.
• Understanding of local insurance carriers and policies.
• Demonstrated ability to respond and follow up on new job leads and sell Rising Eagle of Springfield services. 
• Possess and maintain a good driving record and maintain / supervise vehicle cleanliness/mechanics. 
• Technical competence with smart phone and tablet applications, computer software, emailing, and texting as regular and consistent communication is essential. 
• Ability to meet, maintain, and supervise technicians adherence all OSHA requirements and appropriately use Personal Protective Equipment.

Environment: 

• Combination of interior and exterior sites
• Exposure to moderate/high noise levels
• Travel to a variety of worksites every day
• Travel to training locations at least once or twice a year, for up to five days per trip
• Exposure to work in varying temperatures; both inside and outside, including inclement weather, heat, humidity, cold, and dampness.
• Exposure to fumes or airborne particles including dust.
• May be required to work in spaces with insects, snakes, or rodents 
• May be required to work in spaces where sewage and biohazards are present
• May be required to work in dimly lit, confined spaces, or from high heights.

Physical Demands

• This role routinely uses construction equipment such as heavy machinery, hand and power tools.
• Potential for long hours and multiple days during crisis situations 
  • By exception, during surge and up to 16 hours of continuous work in a day
  • During surge and emergency situations, expected to work 7 days in a row  
• Must remain current / up-to-date for Hepatitis B and Tetanus vaccinations