Service Manager

Description

Service Manager

Position Objective

Operate/manage the service department. Ensure that the department operates within the company guidelines for safety, work is completed within a timely manner, work is completed on budget to ensure profitability, and that customer service is a top priority.

Job Functions

• Plan, organize, and establish objectives and goals forforduties assigned
• Oversee flow of documents, (final invoice and/or estimation --including final delivery of proposal)
• Review estimates, inspections, letters, scopes, proposals and invoices for service work
• Monitor and teach subordinates
• Determine required staffing; hire and fire as needed within Tecta guidelines, working with HR representative to hire appropriately with OUP approval
• Review employees according to established Tecta policies
• Maintain open lines of communication with the customers, management and employees
• Liaison with all other departments as needed
• Determine/establish training of any kind that best fits the needs of the employees and the business model
• Handle all day-to-day service department business including review of daily time cards and service tickets, review Hot Sheet requests, creating service tickets, scheduling, and communicating with field crews and office staff
• Develop and execute a departmental sales plan
• Ensure that customer service needs are being exceeded
• Assist in collection of past due accounts receivable for service related work
• Attend meetings with owners, property managers and contractors to look at new work as well as inspect completed work when needed
• Issue proposals for service related work
• Manage service related projects, which may include monitoring labor hours and materials, job site meetings, communication with the building owner or general contractor, issuing job billing
• Report monthly financials to the President
• Review performance of existing service personnel (field and office) on a regular basis
• Ensure that field personnel are fully trained in order to perform their job at a high level Schedule safety/ material/ procedure trainings as needed
• Review the daily service schedule
• Answer phones and e-mails as needed
• Meet with customers as needed
• Maintain the highest level of morale possible by example
• Perform other tasks or duties as assigned

Knowledge, Skills & Experience (Essential)

• Knowledge of and/or experience with all types of roofing
• Must be able to sell, estimate and develop new business
• Able to read blue prints and understand specifications
• Strong computer skills
• Strong oral and written communications skills. Must be able to write reports, scopes and/or proposals
• Ability to professionally manage existing and new accounts and a TEAM / ddepartment of 10+/- individuals
• Solid verbal, written, interpersonal and listening skills

• Ability to speak, read and comprehend instructions, short correspondence and contract documents, as well as converse comfortably with customers and all levels of the Tecta organization
• Respond to calls within 24 hours

Knowledge, Skills & Experience (Desirable)

• 3 + years’ experience in roofing, construction, or related field
• Proficient in Microsoft applications including SharePoint and CRM
• Roofing industry knowledge or experience
• Knowledge of business and management principles

Key Competencies

• Superb communication skills
• Sound problem assessment and problem-solving skills
• Sound judgment and ability to make decisions
• Well organized; Adept at planning work and managing time
• Extreme attention to detail and high level of accuracy
• Strong Initiative
• Superior Integrity
• Adaptability
• Willingness to learn
• Teamwork and collaboration

Occupational Health and Safety

• Compliance with 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 reporting of health and safety risks, accidents, incidents, injuries and property damage at the workplace

Working Conditions

Physical surroundings: Office and field environment with typical office machines and exposure to noise and temperature as well as exposure to typical hazards of jobsite, including ladders, construction materials, etc.

Physical Effort: Extensive sitting, standing, walking. Repetitive keying, typing. Occasional lifting, not to exceed 50 pounds

Domestic/International Travel: Local, for purposes of visiting customers and reviewing needs onsite.

Extensive Hours: Not subject to overtime

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts or working conditions. Tecta America reserves the right to change, amend, add, delete and otherwise assign any and all duties, responsibilities and position titles as it deems necessary to meet the needs of the business. Tecta America is an Equal Opportunity Employer.