Commercial Roofing Service Manager

The Service Manager is responsible for leading the day-to-day operations and growth of our commercial roofing service department. This role oversees service sales, field operations, customer relationships, scheduling, financial performance, and overall department administration.

The ideal candidate is a hands-on leader who can build strong customer relationships, support field teams, drive service sales, and ensure work is completed safely, efficiently, and with high quality. This position is accountable for the overall performance and profitability of the service department while helping expand service opportunities and generate future reroofing business.

Job Functions

Management

• Perform all functions with the goal of maximizing the department’s financial performance.  Review and assess service department financial performance, strategic planning, and goal setting working with Accounting Manager and Operating Unit President.
• Provide forecasts and reports as requested.
• Profit and Loss (P&L) or KPI (key performance indicators) responsibility of the service department.
• Coordinate and control all service administrative and field operations to maximize the effectiveness of the available labor, material, and equipment resources available.
• Support Tecta America’s safety, travel and employment policies and procedures.  
• Submit budget and capital expenditure requests as needed.  
• Provide effective leadership for the service department, i.e. teamwork, motivation, and positive employee relations.  Includes periodic (30 day/90 day/annual) employee reviews/evaluations and training and development as needed for the position.
• Lead and professionally manage service team. 
• Conduct department-wide meetings no less than quarterly to provide feedback and address questions on service department matters, including customer service and general performance. 
• Champion paperless processes, such as the tablet, to encourage team to increase efficiency and streamline paper flow for quicker invoicing and improve customer communication.  
• Lead the department to ensure the field delivery of service utilizing our quality, productivity & safety (QPS) approach, working with the Service Superintendent and service crews.   
• Collaborate with Service Superintendent to maximize project management in the effective, safe and efficient utilization of available labor, material, and equipment resources available.
• Work with and oversee Service Superintendent in effective crew scheduling and planning.  Monitor project performance and labor, material and equipment costs.
• Oversee and manage effective and efficient billing and collection of service work. Assist in collection of past due accounts receivable for service related work by attending to and resolving customer issues.
• Be accessible to handle issues 24 hours per day, 7 days per week or as has been scheduled via crew on call or other arrangements.
• Hire additional sales and field staff to support service department growth, with approval and oversight by Operating Unit President. 

Sales

• Create a service culture where customer service and business development are a priority, including prompt handling of customer inquiries and issues.
• Individually and with service sales staff, estimate, propose and close on service opportunities involving leak response, contracted repairs and preventive maintenance including annual or biannual inspections.  
• Develop service leads with new and existing customers for the profitable growth of service department.  
• Collaborate with other departments to promote cooperative sales and production.  
• Communicate on an ongoing basis to stay abreast of potential work opportunities through tracking and follow-up. 
• Review and approve estimates, reports, and service proposals prepared by service sales staff.  Review purchase orders, contracts, and proposals to verify scope of work and safety procedures. 

Operations and Safety

• Create and maintain service projects in compliance with Project Absolutes.  Maintain correspondence with each customer.  Work with prime and subcontractors on all phases of projects including schedules, change orders, and submittals. Perform job-site visits as needed.  
• Respond to customer questions, complaints, and requests appropriately. 
• Oversee and direct efforts of the superintendent on all aspects of project management, including scheduling, safety, production, and quality control. Perform field inspections and investigations as necessary. 
• Purchase materials as necessary and maintains department inventory and price material inventory slips. Increase revenue by monitoring labor and material costs. 
• Develop efficient systems and processes for service technician dispatching, scheduling and service call implementation. 
• Attend rooftop and facility meetings with owners, property managers and contractors on new, completed and in progress work to promote service activity. Perform field inspections and investigations as necessary.  Work with the service team to minimize callbacks on service installations. 
• Implement training programs for service technicians that focus on technician capability, technology and product changes in the industry, and customer relation programs.  Develop field personnel on customer relation efforts.  

• High school diploma or equivalent required; college degree preferred.
• 5+ years of experience in commercial roofing, construction services, or a related industry.
• Proven leadership experience managing service operations, field personnel, and office staff.
• Strong business acumen with an understanding of financial statements, budgets, KPIs, and department profitability.
• Demonstrated ability to develop new business, estimate work, close sales opportunities, and grow customer accounts.
• Strong knowledge of commercial roofing systems, repair methods, preventative maintenance programs, and service operations.
• Ability to diagnose roofing issues, identify effective solutions, and prepare accurate estimates and proposals.
• Experience managing customer relationships and resolving complex customer concerns in a professional manner.
• Ability to read and interpret blueprints, plans, specifications, contracts, and scope documents.
• Strong organizational, problem-solving, and decision-making skills with a sense of urgency and attention to detail.
• Excellent verbal, written, interpersonal, and listening skills.
• Proficient in Microsoft Office applications, including Excel, Outlook, SharePoint, and CRM platforms.
• Experience using tablets, service management software, ERP systems, or field service applications.
• Ability to prepare reports, scopes of work, proposals, forecasts, and customer communications.
• Must be comfortable interacting with customers, field personnel, subcontractors, and company leadership.
• Commitment to delivering exceptional customer service and responding to customer needs in a timely manner.
• Valid driver's license and ability to travel to customer and job sites as required.