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Position Summary

As a Mitigation Field Supervisor at Expert Water Removal, you will play a key leadership role in overseeing the day-to-day operations of water mitigation projects and field crew members. This position is responsible for ensuring projects are completed efficiently, safely, and to the highest quality standards while maintaining strong communication with homeowners, insurance adjusters, property managers, team members, and internal departments.

The Mitigation Field Supervisor will support project execution from start to finish, assist with team training and development, manage field productivity, and help drive excellent customer service and operational results.

Key Responsibilities

Operational Management

• Oversee daily mitigation operations, including pre-production and work-in-progress job boards.
• Ensure projects are completed within established timelines, company standards, and quality expectations.
• Monitor job progress to ensure each project is moving forward efficiently and properly documented.
• Ensure accurate use of in-house project management tools and job tracking systems.

Stakeholder Communication

• Respond professionally to inquiries from homeowners, insurance adjusters, property managers, and other involved parties.
• Help remove project obstacles through clear communication and timely follow-up.
• Support strong communication between the field team, office team, customers, and insurance partners.
• Champion communication efforts on complex or sensitive jobs to ensure customer satisfaction.

Project Efficiency and Execution

• Ensure jobs are properly staffed, scheduled, and completed according to company procedures.
• Identify project delays or concerns and take appropriate action to keep work moving forward.
• Support technicians in completing mitigation projects thoroughly, safely, and efficiently.
• Manage new loss projects from start to finish during peak demand periods when needed.

Customer Service and Team Support

• Assist with resolving customer service concerns in a professional and timely manner.
• Address staff performance concerns and project execution challenges as needed.
• Ensure technicians are delivering a high level of professionalism while representing Expert Water Removal in the field.
• Follow up on customer feedback and help technicians secure 5-star reviews.
• Review and address any less-than-5-star reviews to identify improvement opportunities.

Remediation Assessments and Estimates

• Conduct remediation assessments as needed.
• Assist with producing remediation damage estimates.
• Serve as backup support to the In-Home Sales Representative when needed.
• Utilize industry knowledge to identify proper scope, documentation, and project needs.

Fleet, Equipment, and Warehouse Coordination

• Manage truck loading and ensure technician teams are properly equipped for their assigned projects.
• Ensure trucks and equipment are stocked, operating correctly, clean, and visually maintained.
• Work with the Warehouse Manager on equipment repairs, inventory needs, and procurement.
• Ensure technicians are using company tools, vehicles, and equipment properly and responsibly.

Training and Supervision

• Train, supervise, and support a high-performing mitigation team.
• Conduct weekly training and safety meetings with field staff.
• Complete weekly ride-alongs to inspect job sites, coach technicians, and verify quality standards.
• Help develop technicians by providing feedback, guidance, and hands-on support.
• Manage schedules, overtime, and requests for sub-labor as needed.

Performance Metrics and Reporting

• Review DASH and Power BI reports to evaluate performance and identify areas for improvement.
• Monitor production, job progress, customer service, overtime, and operational efficiency.
• Use reporting tools to help drive accountability and improve field performance.

Cross-Department Collaboration

• Work closely with sales, marketing, finance, warehouse, dispatch, and leadership teams to align operational efforts.
• Support communication between departments to ensure projects are handled efficiently from start to finish.
• Partner with internal teams to improve processes, customer experience, and overall company performance.

On-Call, Technology, and Field Support

• Participate in on-call phone rotations as required.
• Work overtime when necessary based on business and project needs.
• Utilize industry technology, including phone applications, moisture management systems, and job management platforms.
• Support field teams with hands-on mitigation work when needed.

Physical Requirements

• Ability to lift up to 50 pounds.
• Ability to perform water damage restoration tasks as needed.
• Ability to work on hands and knees, climb, bend, kneel, and perform physical field duties when necessary.
• Ability to work in various job site environments, including residential and commercial properties.

Qualifications

Experience

• Minimum of 5 years of progressively responsible experience in water damage restoration, mitigation, or related field operations.
• Strong background in project management, customer service, and field team leadership.
• Experience managing multiple projects and crew members at one time.

Certifications

• IICRC WRT certification required.
• ASD and AMRT certifications are highly preferred.
• Mold, fire, and other restoration-related certifications are a plus.

Skills and Abilities

• Strong leadership skills with the ability to train, supervise, and develop a high-performing team.
• Excellent communication skills with customers, insurance adjusters, property managers, and team members.
• Strong problem-solving skills with the ability to resolve issues professionally and promptly.
• Excellent organizational skills with a focus on deadlines, schedules, and project completion.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to quality standards.

Technology and Software Experience

• Experience with DASH, Xactimate, MICA, Power BI, and Excel is highly preferred.
• Hands-on experience with moisture management systems and field equipment.
• Ability to use technology to improve efficiency, communication, and job documentation.

Benefits

Expert Water Removal offers a competitive benefits package, including:

• Health insurance, 100% paid by the company for the employee
• Vision and dental insurance
• Life insurance
• Short-term and long-term disability
• 401(k) with company matching
• Paid vacation, sick time, and holidays
• Advancement potential within the company