Service Manager – Commercial Roofing
Core Responsibilities
- Owns the service backlog and WIP: what work is done this week, next week, and why.
- Establish and run a weekly planning cadence that aligns labor, materials, access, and customer priorities.
- Identify aging tickets, stalled jobs, and bottlenecks—and resolve them proactively.
- Sets realistic commitments to customers based on capacity, not pressure.
- Works closely with the Superintendent to execute and prioritize projects.
Scope of Work & Estimating Discipline
- Establish and enforce service scope standards (inclusions, exclusions, assumptions).
- Review and approve service scopes before work is scheduled.
- Ensure scopes align with field crews scope.
- Reduce scope gaps, rework, and “non-negotiated work” conversations.
Execution Leadership
- Lead and support the Service Superintendent and Service Coordinators.
- Ensure crews are properly planned, supported, and set up for success.
- Conduct jobsite visits as needed to reinforce quality, safety, and scope alignment.
- Address execution issues at the system level—not just job-by-job fixes.
Customer Management & Communication
- Own the service customer experience from proposal acceptance through closeout.
- Ensure customers receive timely updates on scheduling, delays, and completion.
- Handle escalations and recurring issues; fix root causes.
- Build trust through consistency, not heroics.
Financial & Closeout Responsibility
- Own service margin performance through planning, labor efficiency, and scope control.
- Ensure timely billing, clean documentation, and job closeout.
- Partner with accounting on AR visibility and issue resolution.
- Track and report key service KPIs (WIP, margin, cycle time, backlog).
Service Growth Enablement
- In the near term, support selective estimating and customer development as needed.
- Help define service offerings, pricing logic, and repeatable service programs.
- Build the operational framework that an estimator–sales role will plug into.
- Ensure selling aligns with what the department can execute reliably.
Required Experience & Capabilities
- Commercial roofing or comparable construction/service leadership experience.
- Strong understanding of service execution, scheduling, and field operations.
- Proven ability to plan work, manage WIP, and enforce standards.
- Comfortable making prioritization decisions and holding others accountable.
- Able to operate calmly in a high-volume, fast-response environment.
Preferred (Not Required)
- Experience leading an established service or operations team and improving performance through structure, planning, and accountability.
- Exposure to service estimating or service sales support.
- Familiarity with CRM, scheduling tools, and job-cost tracking.
Physical Surroundings
Office and field environment. Exposure to typical office equipment and conditions, as well as periodic exposure to jobsite conditions including noise, temperature variations, ladders, construction materials, and other hazards commonly associated with commercial roofing and construction environments.
Physical Effort
Combination of sitting, standing, and walking. Repetitive keying and typing. Occasional lifting of materials or equipment, not to exceed 50 pounds.
Domestic / International Travel
Local travel required for customer visits, jobsite reviews, and operational oversight. No international travel required.
Hours of Work
Typical hours are 7:00 a.m. – 5:00 p.m., Monday through Friday. The service department operates on a 24/7 basis; this role may require availability outside normal business hours as needed.