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Service Manager - Restoration Services

Service Manager - Restoration Services

Right Restoration PartnersPhiladelphia, PA, US
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Right Restoration Partners is a dynamic and rapidly expanding national platform focused on partnering with and supporting the growth of exceptional emergency restoration services businesses that deliver high-quality solutions across water and fire damage mitigation, mold remediation, rebuild services, and pack-out and storage. Right Restoration supports its partners by attracting and developing skilled talent, investing in cutting-edge technology and systems that empower industry-leading and efficient customer service, and accelerating and diversifying lead generation. Backed by Percheron Capital, a private equity firm with over $3 billion in assets focused on partnering with exceptional teams to build market-leading essential services businesses, Right Restoration Partners is poised to shape the future of restoration services.

We are seeking a Service Manager for our Philadelphia Branch. As our Service Manager, you'll be in the field, coordinating restoration and mitigation work, guiding crews, ensuring every customer gets our best. You'll be the bridge between operations, clients, and field teams to deliver fast, safe, top-quality restoration and service. If you thrive under pressure, take ownership, and believe when things are done safely, well, and on time, that makes everything better—this job is for you.

Key Responsibilities of the Service Manager

Lead Generation & Customer Experience

  • Ensure all referral and D2C marketing leads are answered within minutes — setting the tone for excellent customer service and rapid response.
  • Supervise the Dispatch / Customer Experience team to provide compassionate, knowledgeable first-call handling, scheduling, and job entry.
  • Collaborate with Mitigation Sales Specialists and Crew Chiefs to ensure seamless handoff from call intake to on-site service.
  • Monitor call response times, dispatch speed, and customer satisfaction metrics; coach team members for continuous improvement.

Field Operations & Service Delivery

  • Oversee daily operations of mitigation crews, including job assignment, site readiness, and compliance with company standards.
  • Support Crew Chiefs and Technicians in delivering jobs safely, on time, and at high quality; resolve escalations and troubleshoot field challenges.
  • Coordinate material and equipment availability, ensuring crews are properly equipped for each job.
  • Reinforce a culture of safety, compliance, and professionalism on every job site.

    • Documentation and Production

  • Ensure accurate documentation from field teams (job logs, photos, signed work authorizations) to support billing accuracy.
  • Partner with Billing and Collections to quickly resolve missing documentation, customer questions, or disputed invoices.
  • Monitor job completion to billing cycle times; drive improvements in "days to cash" through tighter collaboration between field and back office.

    • Team Leadership & Development

  • Hire, train, and mentor Dispatch / Customer Experience staff, Crew Chiefs, and Technicians.
  • Conduct performance reviews and provide coaching to strengthen accountability, customer service, and operational skills.
  • Build strong collaboration across Dispatch, Mitigation Sales, Production, and Billing / Collections.

    • Qualifications of the Service Manager

  • 3+ years in restoration / mitigation or related service management (dispatch, production, customer service).
  • Strong leadership in a high-volume, time-sensitive service environment.
  • Excellent customer communication skills — able to reassure customers in stressful situations.
  • Familiarity with restoration estimating / documentation tools (Xactimate, Encircle, Xcelerate, etc.) preferred.
  • Certifications (IICRC, or relevant remediation / mitigation credentials)
  • Experience working with insurance carriers and / or direct-to-consumer service models.
  • Valid driver's license; ability to travel locally to job sites as needed.
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    Service Manager • Philadelphia, PA, US

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