Service Manager

POSITION PURPOSE & OBJECTIVES

A service manager is responsible for providing leadership, generating sales, and prioritizing and directing activities within the service department.

• Manage the service department for optimum performance, efficiency and profitability.
• Effectively lead service crews to maintain company expectations for safety and quality workmanship.
• Oversee and/or perform all aspects of service work, from selling to installation/repair to billing.
• Maintain communication with clients, service crews and the company.

REPORTING & CLASSIFICATION

Department

Service

Department Supervisor

Director of Operations

Direct Supervisor

Director of Operations

Direct Reports

Service technicians

Employment Status

☐ Exempt (salaried) ☐ Nonexempt (hourly) (check one)

SPECIFIC DUTIES, FUNCTIONS & RESPONSIBILITIES

Provide leadership to the service department and within the company

• Study methods of improving work measurements and performance standards.
• Coordinate preparation of operating reports such as time and attendance records, terminations, new hires, transfers, budget expenditures and statistical performance data.
• Know and stay abreast of design requirements, codes and materials; use expertise to support accurate and competitive proposals and contracts.
• Ensure service vehicles, equipment and employees present a clean and professional image.
• Keep the supervisor informed about significant problems and sales opportunities.
• Meet daily with repair technicians to review the previous and next day’s activities.
• Stay current on new developments and technologies in roofing.
• Partner with production superintendents on policy development and training to ensure consistency in repairs, maintenance and service.

Supervise employees for maximum performance

• Review wages and job performance for all service-department employees.
• Conduct monthly meetings with project managers and field workers.
• Determine training needs for repair technicians; organize and direct training in safety, quality and customer satisfaction.
• Learn and teach best practices for roofing service, inspection and maintenance through on-the-job and periodic manufacturer training.
• Teach general roofing best practices, including leak-call investigation and repair procedures, customer-service relations, and roof investigation and inspection techniques.
• Recruit, train, mentor and retain a dependable and knowledgeable maintenance workforce.

Ensure crews adhere to OSHA and company safety regulations

• Identify situation-specific safety needs.
• Complete and submit accident and injury reports.
• Comply with all safety policies and procedures, set an example, and support company safety goals and objectives.
• Understand, follow and teach safety procedures and the proper use of safety equipment and materials.

Maintain customer relationships and satisfaction

• Handle customer relationships for all service work.
• Create and maintain a customer prospect database.
• Make sales presentations to prospective customers.
• Affirm that jobs are completed to the quality level promised.

Manage department work flow

• Schedule and coordinate service work and track jobs running through the service department.
• Create cost estimates and proposals at customer request, over the phone and in the field.
• Determine material needs for service projects and submit to purchasing.
• Monitor projects with respect to current status, time and materials.
• Schedule and coordinate all repair work, including assigning manpower and vehicles.
• Serve as project manager for all repair jobs, including job setup, tracking, charge-outs, time sheets and billings.
• Coordinate the flow of activities relating to service work orders and project contracts.
• Manage service-call dispatching, documentation, billing, collections, customer satisfaction and follow-up.
• Use advanced planning to maximize productivity of manpower, materials and equipment so jobs start on time and expectations are met or exceeded.

Manage department finances, including budgets and project invoicing

• Review jobs, time tickets and materials invoices for projects.
• Oversee all billings and collection of bills.
• Review, submit and give final approval to accounts receivable for all service projects.
• Document project discrepancies between budget and actual.
• Review and analyze budget reports and prepare budget modifications and recommendations.
• Monitor accounts receivable for the repair department and keep accounts current.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

Service managers must stay familiar with company products and services to maintain company standards, and must be able to calmly track multiple ongoing jobs.

Work Skills

• Work preferences — Enjoy unpredictability and problem solving.
• Analysis — Read and interpret blueprints and specifications; conduct roof inspections; and detect and repair roof-system problems.
• Roof system knowledge — Understand various roof systems, materials and methods of repair and maintenance, and the ability to teach others.
• Project management — Coordinate projects, communicate changes and monitor progress.
• Planning and organizing — Prioritize and plan work activities; organize and schedule service-department employees and their tasks.
• Effective communication — Convey information, concepts and concerns to people with differing communication styles.
• Oral communication — Speak in a clear and professional manner.
• Written communication — Read and interpret written information; write clearly and professionally.
• Language skills — Read, analyze and interpret reports, contracts and technical documents.
• Math — Perform math calculations relevant to roofing work.
• Technology — Use phones, tablets and other technology tools.
• Safety and security — Identify, correct and report unsafe conditions according to company and OSHA standards; use equipment and materials properly.
• Quality — Inspect work and ensure attention to detail.
• Productivity — Meet and exceed productivity standards; work quickly and accurately.
• Budgeting — Understand the implications of change orders and lost production on job budgets.
• Cost consciousness — Understand budgeting and its implications to jobs.
• Data research — Collect data to the company’s benefit and use intuition and experience to complement it.

Relational Interaction

Service managers must exhibit the leadership and management skills necessary to manage work flow, staff and customer relationships.

• Customer service — Develop relationships with customers; manage difficult or emotional situations; and respond to requests for service and assistance.
• Supervision — Coach staff members and continually develop supervisory skills.
• Problem solving — Understand complex problems and make decisions that benefit everyone as much as possible.

Leadership, Management & Teamwork

Service managers must work well with others and within a company system.

• Leadership — Motivate others to perform.
• Management — Juggle schedules — including anticipating weather and its effects — details and outcomes.
• Teamwork — Work with others to accomplish goals.

Essential

• Roofing production supervision experience
• English fluency
• OSHA 30-hour card
• Valid driver’s license
• Ability to use and learn business technology

Preferred

• Five years of roofing production supervision experience
• Bilingual fluency
• CDL
• Specialized training (crane CCL, forklift, manufacturer-authorized trainer, man lift, rigging, roof-system-specific training, cool roofs, CERTA)

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: Hybrid remote in Tempe, AZ 85281