The Service Manager is the operational command center of the branch. They own customer intake, dispatch, scheduling, documentation flow, compliance packets, and readiness. No crew deploys without their approval, no job closes without their sign-off, and no customer communication bypasses them. They service customers, enforce SOPs, protect compliance, and maintain continuous operational flow from intake → assignment → field execution → documentation → closeout.
Core Responsibilities
The Service Manager has explicit authority over:
Job acceptance or rejection based on intake criteria
Crew/tech/project-lead coordination of deployment and schedule priority
Documentation gatekeeping and packet rejection
Enforcement documentation and readiness standards before deployment or closeout
Customer communication ownership end-to-end
Daily readiness verification for vehicles, equipment, and supplies
Escalation of tech performance issues to management
Expected Outputs
<60-second average call answer
Dispatch assignment within 10 minutes of job intake
100% documentation completeness before closeout
Zero missing photos, notes, manifests, or logs
Closeout packet delivered to billing within 48 hours
Monitor arrival-time compliance and service-quality updates; escalate deviations to the Crew Chief or management.
Customer Intake & Relationship Management
Own all inbound calls from customers, police, hospitals, facilities, adjusters, attorneys.
Perform detailed job qualification (biohazard, hoarding, mold, sewage, waste).
Set expectations: scope, complexity, pricing minimums, PPE surcharges, timelines.
Issue arrival windows and maintain communication until job completion.
Conduct satisfaction checks, follow-ups, and post-job support.
Maintain repeat-client relationships: police, insurance carriers, property managers, probate firms.
Sales & Marketing
Convert all inbound leads into scheduled jobs, qualify scope, and enforce pricing standards while communicating licensing, compliance, and response advantages.
Maintain and grow referral channels with police, property managers, hospitals, adjusters, and probate networks through consistent follow-up and relationship touchpoints.
Execute tactical marketing tasks: maintain accurate service listings, send branded intake/confirmation communications, and capture approved case summaries for internal use.
Track and report lead sources, conversion rates, average ticket value, and outreach effectiveness; flag gaps in agency engagement or service-area performance.
Dispatch & Scheduling
Coordinate deployment assignments with the Crew Chief based on skill, PPE level, job type, and readiness.
Maintain real-time operational schedule for all jobs and vehicles.
Monitor ETAs, delays, manpower conflicts, OSHA rest windows, and multi-scene overlap.
Recalculate ETAs during active scenes and maintain continuous updates to customers/agencies.
Sequence multi-scene operations during surge periods.
Documentation & Closeout Control
Verify all required documents:
– Photos (before/during/after)
– Hazard assessments
– Manifests and COI forms
– Chemical logs
– PPE logs
Coordinate with the Crew Chief to resolve missing documentation, including return-to-scene if necessary.
Ensure closeout packets are complete and compliant before finance receives them.
Operational Coordination
Track vehicle readiness, fuel, maintenance, supplies, and equipment loadouts.
Coordinate equipment delivery, retrieval, or support during active scenes.
Maintain daily readiness checklists for vehicles and crews.
Ensure all equipment returns cleaned, logged, and restocked.
Compliance Administration
Maintain DOH, EPA, and DOT paperwork from the administrative side.
Track manifest logs, disposal receipts, chain-of-custody signatures.
Handle police/hospital documentation workflows.
Maintain all communication logs for institutional and government clients.
Reporting & KPI Tracking
Daily: call logs, dispatch times, active-scene updates, open job inventory.
Weekly: closeout speed, documentation accuracy rate, conversion metrics. Run correction loops with Crew Chiefs, Project Leads, and technicians to eliminate repeat errors.
Emergency & Surge Responsibilities
Coordinate operational flow during multi-scene surges; field command remains with the Crew Chief.
Coordinate with Crew Chief to handle tech call-outs, no-shows, and rapid reassignments.
Redirect resources during vehicle breakdowns or equipment failures.
Support evidence-sensitive or chemical/CBRN scenes by coordinating proper assignments and escalation.
Requirements
2+ years in service management, dispatch, restoration, or field operations.
Strong triage, prioritization, and multi-task control.
Proficiency with CRM/job management systems (GoHighLevel preferred).
Ability to enforce SOPs and issue corrections without hesitation.
Extreme attention to detail; zero-tolerance for missing documentation.
Strong communication skill across customers, agencies, and technicians.
Basic understanding of PPE, hazard assessment, and compliance forms.
Must pass background checks suitable for law enforcement, hospital, and government environments.
Military, Fire, Medical, Law Enforcement, Corrections experience a plus.
Spanish & English language skills a plus.
Compensation & Benefits
Base salary + performance bonuses tied to KPIs: documentation quality, dispatch speed, readiness, closeout timeliness.
Certification training in hazmat, OSHA, and regulated medical waste compliance.
Advancement path to Branch Manager or Regional Service Manager.
Shift & Availability
Monday–Friday, 9 a.m.–6 p.m. in-office (or similar to be discussed with manager)
Must be reachable after hours for dispatch escalations and closeout issues.
