Director of Service

North American Roofing Services is seeking a Director of Service to provide leadership and direction to our commercial roofing service department. This position will lead our service teams that are located throughout the Southeast in order to provide timely expertise to our commercial clients. This position will have direct and indirect reports while reporting to the Vice President of Operations.

Job Duties:

-          Lead, manage and inspire the Service Team to deliver an exceptional customer experience.

-          Establish and manage department budget and revenue projections.

-          Determine optimal Field Resources by region to meet demand and revenue goals.

-          Provide direction to Field Partner teams to meet demands for productivity, efficiency, and expected level of quality.

-          Work with Department Managers to staff Administrative and Sales positions to support the department.

-          Provide direction to Service Technology Manager concerning inspections and StarCare product line.

-          Provide direction to Service Project Manager for completion of assigned projects and work orders, including management of budgets, change orders, and discrepancies.

-          Provide direction to Service Support Manager in the maintenance of client portals and the overall 
customer experience.

-          Provide assistance to service estimating team in prioritizing work to meet demands and develop pricing.

-          Provide assistance to Sales Team to ensure Service offerings are represented well to national and local customers.

-          Provide training to the service leadership team and their teams.

-          Work with Sales Team to address issues and close Service sales

-          Provide reporting, feedback and recommendations to Executive Team on status of Service goals and revenue and gross margin projections.

-          Work in conjunction with Sales to review and adjust Service rates on an annual basis, or as market conditions dictate.

-          Set and monitor employees’ KPIs for department alignment with company goals and to ensure SOPs are met

-          Drive operational performance of client-required metrics.

-          Drive high level of employee engagement, satisfaction, and retention.

-          Partner and coordinate with peers, and Leadership Team, for a seamless operations and customer experience.

-          Provide leadership to staff through direction, example, and coaching to accomplish business goals and to develop team for current and future roles.

-          Manage overall operational budget to meet financial performance objectives.

-          Assure effective communications are maintained within the group and externally. 

-          Ensure safety protocols are trained and enforced.

-          Conduct monthly review with Accounting Team.

-          Monitor and Ensure all Service invoices are sent to Clients in a timely manner.

-          Investigate and resolve issues to exceed customer expectations, while minimizing cost impacts to the company’s profit margin

-          Direct requests from production for assistance with RFWs, or other work from Service Team.

-          Direct research and resolve warranty requests for in house projects.

-          Coordinate resources with the Director of Install on significant weather events such as hurricane response and storm response.

Qualifications:

-          Bachelor’s degree in management (or similar discipline) or equivalent experience in a leadership role in customer service

-          Minimum of 8 years leading and managing a department is required

-          Commercial Roofing Experience or Commercial Construction experience required

-          Intermediate Excel, PowerPoint and Word required.

-          Extensive experience with FCS, Dataforma, or Jobba is desired

-          Travel up to 50% to customers and worksites or as work load and/or customer service requires.

-          Excellent written and verbal communication skills

-          Must be able to think strategically.

-          Must be able to understand issues and help create solutions

-          Superior attention to detail

-          Positive attitude, self-motivated and ability to work in a fast-paced environment

-          Excellent multi-tasking and organizational skills

-          Ability to research, gather and organize information thoroughly