Customer Service Manager at Maxwell Roofing & Sheet Metal, Inc.

Description

Position Overview:

The Service Manager is responsible for the direction, safety, management, and profitability of the Service team. This role is built for an independent, vision-oriented self-starter who acts quickly, thinks several steps ahead, and drives outcomes without hand-holding. The Service Manager develops and implements crisp, scalable operational processes, manages the daily activities of the service team with urgency, and holds a high bar for detail, accuracy, and execution. The Service Manager sets the standards for quality, safety, productivity, and morale—making fact-based decisions and creating operational efficiencies along the way.

Division Overview:

The Service team exists to create a durable partnership between Maxwell Roofing and the Customer. The Service Team consists of the Services Manager, Service Coordinator, and Service Crews. Service Crew typically consists of two men performing emergency leak calls, proposed repairs, preventive maintenance, and penetration installations for property managers, building owners, facility managers, and other contractors. The Service Coordinator facilitates the service process while coordinating and supporting the team. The Service Team works closely with Sales to generate opportunities, provide solutions to the Client, and create a lasting service partnership. The Service Manager leads this ecosystem proactively—anticipating needs, adjusting to change and interruptions without losing speed, and ensuring commitments are met.

The Service Manager is responsible for the following essential functions:

• Demonstrate Q-TIPS (Quality, Teamwork, Integrity, Professionalism, Service)

Model decisive, fact-driven behavior with a friendly, professional tone; set visible standards for precision and follow-through.

• LMA (leading, managing, and holding people accountable)

Provide clear direction, assign ownership, and inspect what you expect; coach for speed and accuracy while addressing gaps immediately.

• Dataforma Super-User

Leverage the platform to forecast work, track KPIs, and drive decisions; build dashboards that surface risks and opportunities before they hit.

• Risk Management

Identify operational, safety, and financial risks early; implement controls and fast countermeasures to protect people, schedules, and margins.

• Scheduling Projects

Prioritize with urgency; create forward-looking schedules that absorb change and interruptions without sacrificing quality or deadlines.

• Strategic Relationship Management

Maintain strong client and vendor relationships; communicate proactively and set expectations grounded in facts, scope, and timelines.

• Customer Service

Ensure rapid, accurate response to issues; resolve problems at the root cause and translate fixes into repeatable process improvements.

• Recruiting/Hiring

Select self-starting, detail-reliable team members; use structured, evidence-based hiring to place the right people in the right seats.

• Workforce Development

Build capability through targeted, on-the-job training; raise the floor on execution and the ceiling on leadership bench strength.

• Operation Management

Simplify, standardize, and document workflows; remove bottlenecks and drive measurable productivity and quality gains.

• Strategic Planning

Think ahead and plan the next play; align resources to future demand, margin goals, and capacity constraints.

Key Results: To manage the service department and make sure the department is profitable.

• Safety Training: Host (1) safety training session per month
• Skills Training: Host (1) repair training session per month
• Department Profit Objective: 45% GM

Requirements

Requirements:

•  3+ Years Commercial Roofing Management experience, leading field teams with speed and precision
•  Ability to communicate with all levels of people and drive alignment under changing conditions
•  Strong written and verbal communication skills (must be able to produce a written report that is clear, factual, and action-oriented)
•  Experience with a CRM and using data to prioritize work, manage accountability, and improve operational efficiency