Project Manager - FIre and Contents Restoration Manager at ServiceMaster RRH in WA-Hoquiam-98550

Job description

• Project Managers lead our fire, smoke, soot, odor, and contents restoration projects from initial loss assessment through project completion. They make critical decisions that impact customer satisfaction, project profitability, and operational success. This role combines technical restoration expertise, project management, estimating, and exceptional customer service skills to guide homeowners, business owners, and insurance partners through the recovery process.
• The Project Manager is responsible for overseeing fire and contents restoration activities, supervising technicians and subcontractors, monitoring project progress, maintaining documentation, communicating with customers and adjusters, and ensuring projects are completed according to company standards, IICRC guidelines, and insurance carrier requirements.
• This position requires strong knowledge of fire and contents restoration, estimating software, insurance claims processes, and the ability to lead teams while helping customers navigate difficult and stressful situations.

Responsibilities

• Fire & Contents Project Management
• Retrieves work assignments, reviews project scope, schedules resources, and ensures appropriate equipment and supplies are available for each project.
• Manages residential and commercial fire, smoke, soot, odor, and contents restoration projects from start to finish.
• Conducts initial inspections and develops restoration strategies based on project conditions and customer needs.
• Oversees production activities including emergency services, contents pack-outs, cleaning, deodorization, structural cleaning, and reconstruction coordination.
• Maintains quality control while managing project budgets, timelines, and profitability.
• Supervises technicians, contents teams, subcontractors, and vendors assigned to projects.
• Performs ongoing project monitoring and quality assurance inspections throughout the restoration process.
• Identifies change orders and communicates scope modifications as needed.
• Estimating & Insurance Coordination
• Inspects and scopes losses onsite in collaboration with field teams and operations leadership.
• Creates and manages detailed mitigation, contents, and reconstruction estimates using Xactimate.
• Utilizes Symbility when required by insurance carriers.
• Writes supplements and scope revisions as project conditions evolve.
• Reviews estimates for compliance with carrier guidelines, industry standards, and company expectations.
• Communicates directly with adjusters, third-party administrators, and insurance representatives to facilitate approvals and project progression.
• Maintains organized job files, accurate documentation, and complete project records.
• Contents Management
• Coordinates contents pack-outs, inventory, storage, cleaning, restoration, and return services.
• Utilizes Contents Track, Encircle, or similar software platforms for inventory management and documentation.
• Works closely with contents technicians to ensure proper handling and restoration of customer belongings.
• Reviews inventory documentation and content valuation information for accuracy and completeness.
• Coordinates specialty cleaning, electronics restoration, textile restoration, and outsourced contents services when necessary.
• Documentation & Technology
• Documents losses using photos, sketches, floor plans, measurements, and detailed project notes.
• Utilizes DocuSketch and other technology platforms to support estimating and project documentation.
• Maintains accurate records of project activities, labor, equipment, materials, and billable events.
• Ensures all photos, reports, and documentation meet company standards and insurance requirements.
• Communicates project updates and key information using company software and management systems.
• Customer Service & Communication
• Explains restoration processes, timelines, expectations, and next steps to customers.
• Guides customers through fire and contents restoration projects with professionalism, empathy, and clear communication.
• Maintains proactive communication with homeowners, commercial clients, property managers, insurance adjusters, and internal teams.
• Resolves customer concerns and project issues promptly and professionally.
• Obtains customer approvals, required documentation, and project completion signatures when necessary.
• Requests payment and assists with collections according to company procedures.
• Leadership & Team Development
• Leads, trains, and develops restoration technicians and contents team members.
• Provides coaching and performance feedback to field staff.
• Promotes workplace safety and ensures compliance with company policies and industry standards.
• Assists with onboarding and training of new team members.
• Supports operational growth through continuous improvement and team collaboration.

Requirements

• Education & Experience
• High school diploma or equivalent required; college degree preferred.
• Minimum 2 years of restoration project management, estimating, insurance adjusting, or construction management experience.
• Strong knowledge of fire, smoke, soot, odor, and contents restoration practices.
• Experience managing residential and commercial restoration projects.
• Experience working with insurance carriers, adjusters, and claims processes.
• Basic construction knowledge including building materials, flooring, cabinetry, finishes, and reconstruction practices.
• Experience leading teams of two or more employees.
• Technical Skills
• Proficiency in Xactimate required.
• Experience using Symbility preferred.
• Experience with Contents Track, Encircle, or similar contents management software preferred.
• Familiarity with DocuSketch preferred.
• Strong documentation, organizational, and time management skills.
• Experience utilizing tablets, mobile devices, and cloud-based software systems.
• Professional Skills
• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong problem-solving and decision-making skills.
• Ability to prioritize multiple projects and meet deadlines.
• Ability to work independently while leading a team environment.
• Professional demeanor, accountability, and commitment to customer satisfaction.
• Ability to participate in an on-call emergency response rotation.
• FSRT – Fire & Smoke Restoration Technician
• OCT – Odor Control Technician
• CPT – Carpet Cleaning Technician
• WRT – Water Damage Restoration Technician
• ASD – Applied Structural Drying Technician
• Xactimate Level 1 or higher
• Contents processing certifications preferred
• Valid Driver's License with satisfactory driving record.
• Ability to travel locally throughout Western Washington.

Skills

Required

• Proficiency in Xactimate required

Preferred

• Experience using Symbility preferred
• Familiarity with DocuSketch preferred

Benefits

• Medical Credit
• 401(k)
• 401(k) matching
• Company car
• Paid time off
• Profit sharing
• Training & development
• At ServiceMaster 1st Choice, we believe our employees are the foundation of our success. We are building a culture focused on professionalism, accountability, growth, teamwork, and exceptional customer care.
• Competitive base salary
• Performance-based bonus opportunities
• Health, dental, and vision insurance
• Life insurance options
• Short-term and long-term disability insurance
• 401(k) with 3% company match
• Paid time off and paid holidays
• Ongoing training and career development
• Company-supported certification opportunities
• Opportunity to grow within an expanding restoration company
• Compensation: $60,000.00 - $80,000.00 per year