RECOVERY SOLUTIONS
Emergency Services Department Leader
Location: Grand Rapids / Kalamazoo Service Area Reports To: Operations Director Status: Full-Time
About the Role
Recovery Solutions is looking for a hands-on, people-first leader to run our Emergency Services Department. You’ll lead a team of up to five technicians and crew chiefs responding to water, fire, mold and emergency events across the Grand Rapids and Kalamazoo markets.
This isn’t only a desk job. You’ll spend time in the field, coaching your team, solving problems under pressure, and making sure every customer gets exceptional care on what’s often the worst day of their life. Success in this role will drive the department's financial performance, efficiency, and long term growth with the support of the senior leadership team.
The right person brings strong leadership instincts, restoration industry experience, and a genuine drive to build something excellent.
What You’ll Own:
Your Team
- Lead, coach, and develop up to five Emergency Service Technicians and Crew Chiefs
- Conduct regular one-on-ones and build individual growth plans
- Drive hiring, onboarding, and performance management
- Identify future leaders and build a succession pipeline
- Create a culture of accountability, ownership, and continuous improvement
Daily Operations
- Own emergency response from first call through project completion
- Run daily morning stand-ups and end-of-day planning sessions
- Monitor active projects, remove bottlenecks, and keep production moving
- Manage on-call rotation and after-hours response standards
- Coordinate workload and staffing with other departments
Customer Experience
- Ensure customers receive clear, proactive communication throughout every project
- Resolve escalations quickly and professionally
- Identify opportunities to serve customers beyond emergency services
- Support smooth handoffs to the reconstruction team
Technology & Documentation
- Become an expert in Albi, Encircle, and Microsoft 365
- Audit project files to ensure complete photos, moisture logs, notes, and billing readiness
- Use dashboards and KPIs to manage department performance
- Train team members on digital documentation standards
- Champion new technology initiatives as the company continues to grow
Financial Performance
- Own department gross profit, labor efficiency, and budget performance
- Monitor job costs and identify opportunities to reduce waste
- Oversee equipment inventory, vehicle maintenance, and asset readiness
Safety & Compliance
- Enforce OSHA and company safety standards in the field
- Ensure IICRC compliance across all active projects
- Lead safety meetings, investigate incidents, and close corrective action loops
How Success Is Measured
You’ll be evaluated on a balanced scorecard across four areas:
- Team: Retention, engagement, certification progression, and technician productivity
- Operations: Response times, project cycle times, schedule adherence, and file completion rates
- Customer: Satisfaction scores, online reviews, referral generation, and communication compliance
- Financial: Department gross profit, labor efficiency, revenue growth, and equipment recovery rates
What We’re Looking For:
Required
- 5+ years of restoration industry experience
- 2+ years in a leadership or supervisory role
- Proven ability to lead and develop field teams
- Strong communication skills — written, verbal, and in the moment
- Comfort with technology: software platforms, mobile tools, and digital workflows
- Valid driver’s license with a clean record
Preferred
- IICRC certifications: WRT, ASD, AMRT, and/or FSRT
- Experience with Albi, Encircle, Xactimate, or similar restoration platforms
- Background managing multi-crew emergency response operations
Our Core Values - REQUIRED!!!!!
Every leader at Recovery Solutions is expected to live these values — not just post them on a wall.
- Servant’s Heart — Put the needs of your team and customers first
- Friendliness — Build real relationships. Make hard situations easier.
- Efficiency — Work smarter. Eliminate waste. Use the tools available.
- Meticulous Work — High standards aren’t optional. Inspect. Coach. Improve.
- Grace — Lead with patience. Hold people accountable with empathy.
What Success Looks Like
A great Emergency Services Department Leader builds a team people want to be part of, delivers exceptional experiences when customers need help most, and consistently grows a profitable, efficient, well-documented operation — while developing the next generation of leaders at Recovery Solutions.
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Work Location: In person
