Roofing & Cladding Service Department Manager

Service Department Manager – Roofing & Cladding

Calgary, AB

Salary range: $100,000 - $120,000

A leading roofing and cladding contractor is seeking a Service Department Manager to oversee all service, repair, and small works operations. This role is ideal for a results-driven leader with strong technical knowledge of roofing/cladding systems and a passion for customer service and team development.

Role Overview

The Service Department Manager will manage a team of service technicians and coordinators, ensure timely response to client requests, and drive the overall performance and profitability of the service division. The position combines operational leadership, client relationship management, and hands-on technical oversight.

Key Responsibilities

• Lead, mentor, and schedule service crews and technicians for roofing and cladding repair, maintenance, and leak investigation work.

• Oversee intake, prioritization, and dispatch of service calls, ensuring timely response and clear communication with clients.

• Review work orders, scope service projects, and prepare or approve quotes and change orders in collaboration with estimators or project staff.

• Monitor job progress, quality, and safety performance; provide technical guidance on complex repairs and detailing.

• Maintain strong relationships with existing clients and support business development efforts to grow the service portfolio.

• Work closely with internal teams (estimating, projects, accounting) to ensure accurate billing, cost tracking, and reporting.

• Develop and refine service processes, standards, and checklists to improve efficiency, consistency, and customer satisfaction.

• Track department KPIs such as response times, close rates, backlog, and profitability, and implement corrective actions where needed.

• Ensure all service activities meet company safety policies and regulatory requirements, promoting a strong safety culture.

Qualifications

• Extensive experience in roofing and/or cladding, with strong knowledge of systems, details, and typical failure points.

• Prior leadership experience in a service, repair, or maintenance-oriented role (e.g., service manager, foreman, superintendent, or similar).

• Solid understanding of estimating small works, preparing quotes, and managing budgets and margins.

• Strong organizational skills, with the ability to juggle high volumes of calls, work orders, and shifting priorities.

• Excellent communication and customer service skills, comfortable dealing directly with building owners, property managers, and general contractors.

• Proficiency with computers and service management tools (e.g., CRM, scheduling or work order software, spreadsheets).

• Demonstrated commitment to safety and quality, with the ability to train and hold crews accountable.

• Valid driver’s licence and ability to visit job sites as needed.