Service Manager

Job Overview

The Service Department Manager is a full-time, on-site role based in Baltimore, MD, responsible for leading the daily operations and sales performance of the Roofing Service Department. This role coordinates office and field efforts to ensure service work is completed safely, efficiently, and to a high standard.

The Service Department Manager oversees staff, scheduling, materials, customer relationships, and service sales, with responsibility for driving revenue growth, developing new business, and achieving departmental sales goals. The Manager provides strategic direction while driving productivity, quality, profitability, and customer satisfaction.

Responsibilities

• Develop a strong customer service and business development focus.
• Coordinator and control all service administrative and field operations to maximize the effectiveness of the available labor, material, and equipment resources available.
• Collaborate with other departments to develop leads and sales efforts, and to promote cooperative sales and production.
• Estimate and bid work and assist sales staff with estimates.
• Review purchase orders, contracts, and proposals to verify scope of work and safety procedures.
• Set up service projects. Maintain correspondence with each customer. Work with prime and subcontractors on all phases of projects, including schedules, change orders, and submittals. Respond to customer questions, complaints, and requests appropriately. May periodically be required to visit job site.
• Oversee and direct efforts of the superintendent on all aspects of project management, including scheduling, production, and quality control. Perform field inspections and investigations as necessary.
• Purchase materials as necessary and maintain department inventory and price material inventory slips. Increase revenue by monitoring labor and material costs.
• Implement training programs for service technicians that focus on technology changes in the industry, product development, and customer relation programs. Develop field personnel on customer relation efforts.
• Support the company’s policies and procedures, including safety and travel programs. Purchase safety supplies as necessary. Submit budget and capital expenditure requests as needed.
• Provide effective leadership for the service department, i.e., teamwork, motivation, and positive employee relations.
• Develop efficient systems and processes for service technician dispatching, scheduling, and service call implementation.
• Supervise general accounting tasks, including collection of delinquent accounts, submission of payroll reports, and invoicing both contract and T&M projects. Review invoices for payment approval.
• Other duties may be assigned.

Qualifications

• Experience in roofing, construction, or building envelope services, with the ability to understand roofing systems, leak diagnostics, and maintenance best practices.
• Lead the daily operations and sales performance of the Roofing Service Department.
• Drive revenue growth, new business development, customer retention, and profitability.
• Manage service staff, field operations, scheduling, dispatching, materials, and resources.
• Build and maintain strong customer relationships while ensuring exceptional service and satisfaction.
• Estimate and bid service work, prepare proposals, and support sales opportunities.
• Oversee service projects from initial request through completion, ensuring quality, safety, efficiency, and profitability.
• Monitor job costs, labor, materials, and overall department performance.
• Lead, coach, and develop service personnel while promoting accountability, teamwork, and high performance.
• Ensure compliance with company policies, procedures, and safety standards

Pay: $85,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Application Question(s):

• Needs to be an American Citizen

Experience:

• Roofing: 3 years (Required)

Language:

• English & Spanish is a plus (Required)

Work Location: In person