Service Manager – Commercial Roofing

Description

Service Manager – Commercial Roofing (Service & Maintenance)

Reports to:

Operating Unit President

Status:
Exempt

Salary: $100K+ Performance Bonus Eligible

Direct Reports:
Service Superintendent, Service Coordinator(s); works closely with Service Estimator–Sales

The Service Manager is responsible for leading and strengthening the service department operating system, with clear ownership of planning, WIP management, scope discipline, customer commitments, and day-to-day execution while supporting continued service and maintenance growth. This is a leadership and systems role, not a project-only or field-only position. The Service Manager ensures service work is planned, priced, scheduled, executed, and closed out in a disciplined, repeatable way.

This role requires a self‑directed leader who takes ownership, sets direction, and executes without the need for close oversight.

• Own 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.

• 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.

• 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.

• 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.

• 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).

• 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.

This role enables growth— it is not expected to be the long‑term primary salesperson.

• 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.

• 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.

• Compliance with all workplace policies and procedures for risk identification, risk assessment, and risk control.
• Active participation in activities associated with the management of workplace health and safety.
• Identification and prompt reporting of health and safety risks, accidents, incidents, injuries, and property damage in the workplace and at job sites.
• Suppo…