Reporting to the Production Manager, the Crew Chief / Lead Technician will be responsible for managing and conducting various general cleaning services at assigned residential and commercial client sites. This will include providing direction and support to the assigned Crew Helpers and Technicians.
DUTIES & RESPONSIBILITIES
The following is a list of the essential duties and responsibilities of this job. The tasks and the time spent performing each task may vary as business needs require. ServiceMaster Clean/ServiceMaster Restore maintains the right to modify job duties and responsibilities at its discretion.
Daily Office/Management Duties
- Review work orders assigned daily and communicate with other associates involved as needed
- Check routing and directions to each job as required
- Inspect materials and equipment required for the scheduled jobs is in good working order and loaded on company vehicles prior to leaving the office
- Create a requisition for materials and equipment needed for pick-up at the end of each working week
Client Site Duties
- Complete jobs to specifications to customer’s satisfaction
- Manage work assignments within units allocated, and ensure the materials and equipment units taken are recorded on the work orders
- Inspect the work completed to ensure the job meets ServiceMaster standards and customer requirements
- Facilitate customer inspection of the job after completion, request customer signs off on the form indicating their satisfaction, and process payment for work completed
- Handle re-service requests promptly and courteously
- Take a personal and genuine interest in providing customer satisfaction
- Provide training to Crew Helpers and Technicians to complete all jobs in accordance to specifications outlined
General Duties
- Maintain all equipment and vehicles to ensure they are in proper working order
- Keep the interior of the vehicles used neat and clean
- Maintain comprehensive understanding and knowledge of the business and services offered, advise customer appropriately, qualify jobs to be completed and gain the confidence of clients
- Attend weekly meetings with production team
- Attend training workshops as required for the production team
- Help train new crew helpers/technicians in accordance with ServiceMaster standards
- Maintain professional conduct and appearance in all client facing activities
- Establish positive rapport with clients when possible
- Provide an exceptional level of service that exceeds the expectation of the client
- Conduct all work in accordance with company safety policies
- Adherence to all company workplace policies
- Perform other duties as may be required
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty listed above satisfactorily. The requirements listed below are representative of the knowledge skills and abilities required. Employees who do not possess the requirements for a job at the time of hire are expected to attain the skills, knowledge and abilities required within a specified period of time as agreed upon, in writing, with the Manager and/or Franchise Owner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Characteristic and Ability Requirements
- Results-oriented individual with the ability to interpret and effectively manage multiple and competing priorities and timelines
- Strong management, delegation, planning and leadership skills
- Effectiveness in the areas of construction safety and productivity
- Effective communication skills both written and verbal
- Ability to engage clients and deliver excellent service
- Thorough decision making skills
- Highly organized, strong attention to detail and ability to multi-task
- Demonstrated sound work ethics
- Proven ability to build and maintain strong working relationships
- Flexible, adaptable and able to work effectively in a variety of settings and with shifting priorities and deadlines
- Operates with honesty and integrity with a genuine desire to make valuable contributions to the team
- Team player that fosters team-based learning
- Works well independently and in a team environment
Educational Requirements
Education Required: High School Diploma
Other Education/Certification/Training preferred: IICRC Certifications are considered an asset
Work Experience Requirements
Work experience required: Minimum of four (4) years of experience in cleaning services/restoration services.
Job-related experience required: Two (2) years in a supervisory capacity is preferred.
Technical Requirements
Equipment: Vacuum cleaners, dust-aids, portable cleaning equipment, tools
Software: n/a
Other: n/a
Competencies
- Accountability - sets standards of performance for self; assumes responsibility and accountability for successfully completing tasks; encourages others to take responsibility.
- Adaptability – treats new situations or changes as an opportunity for growth; focuses on the benefits of change; speaks positively about the change; modifies behaviour effectively and tries new approach without resistance.
- Builds Trust and Respect – treats people with dignity, respect, and fairness; listens to others and considers opinions and ideas; shares thoughts, feelings, and rationale for decisions made, operates with integrity.
- Customer Focus – effectively meets the needs of our customers; both internal and external, builds proactive relationships, takes responsibility for customer satisfaction.
- Manages Work – manages one’s time and resources to ensure work is completed effectively and efficiently; effectively allocates own time to completing tasks, while leveraging available resources; stays focused and prevents distractions from work completion.
- Problem Solving – develops solutions for work issues by examining root cause of issues, identifying cause and effect, and identifying potential solutions.
- Quality Standards – sets standards for excellence in work and procedures to achieve high quality, productivity, and efficiencies; checks processes and tasks to ensure high quality output; takes corrective action to correct problems or notifies others of quality issues.
- Safety Awareness - identifies safety issues/problems and informs the appropriate individual when issues arise; reports unsafe working conditions; makes recommendations for correcting safety and security concerns.
- Teamwork – contributes to building a positive team environment; supports successes, recognizes accomplishments; provides feedback; exhibits openness to others perspectives; balances responsibilities.
Physical Requirements
This position requires a high level of physical exertion. Moderate intensity of sensory effort is required.
Working Conditions
There is a low risk of exposure to adverse working conditions.