Commercial Roofing Service Manager

Service Manager: Lynchburg, VA

Cenvar Commercial is an established roofing company that is continually growing. We are committed to providing quality workmanship and top-notch customer service and we value our team above all else.

As a Service Manager, you will be responsible for scheduling and leading the repair teams. This includes employee crews and subcontractors. You must be organized and detail-oriented to operate the repair division efficiently. To be successful in this role, you must be able to prioritize tasks to ensure quality execution and customer satisfaction. Repair Managers coach and develop their teams to become the best they can be so that everyone can succeed. Whether it's demonstrating superior customer service or through employee coaching, you will lead by example while setting the bar high for performance. In partnership with your General Manager, you will set objectives and metrics and ensure your team's achievement in meeting them through your ability to motivate and inspire. Repair Manager requirements and responsibilities include, but are not limited to:

Required Knowledge, Skills, and Abilities.

• Experienced in and able to fix or repair multiple roof applications including single ply, modified roofing, built-up roofing, and metal roofing.
• Must be able to coach and train on how to provide a proper repair estimate of what materials and labor is needed to complete a repair immediately while on site.
• Must be able to coach and train on how to log activity and input data to produce onsite reports to show and communicate with customers.
• Know the manufacturer installation requirements for Carlisle, Johns Manville, GAF, Sika/Sarnafil, Firestone, WeatherStar, GE, Uniflex, and future products.
• Make decisions and perform work that is in line with our company Mission and Values.
• Manage equipment maintenance for repair teams (eMaints).
• Maintain sufficient quantities of commonly used materials in the warehouse.
• Maintain KPIs to company standards for repair pipelines, customer satisfaction, margins/expenses, and quality.
• Ensure work orders are executed to standard, field documentation completed and

uploaded, and submitted to the Finance team for billing.

Workflow – Reactionary Repairs

• Work with the call center on all incoming calls and request to immediately speak with the customer to understand the issue and schedule a repair team to go to site.
• Always make a priority of incoming phone calls. Make sure no customer is put on hold unless absolutely necessary.
• Systematically review schedule to identify inefficiencies and rearrange the schedule as needed.
• Make sure all team members promptly keep appointments.
• Check the weather forecast each morning and make calls about whether or not to work.
• Always inform customers as soon as there is a needed change to the schedule.
• Set expectations that when the team arrives on site, they check in with the customer to introduce themselves, communicate with the customer if the team is leaving to obtain additional materials needed, and check out with the customer when leaving for the day. Technicians should be prepared to review all work that was completed as necessary with customers.
• Enforce requirements that teams take before, in progress, and after pictures of all repair jobs.
• Pertinent photos will be consolidated in the completion report along with invoice submission, and other necessary documentation to the customer.
• Communicate and set clear expectations with team members to ensure timely

completion of repair tasks.

• Review and facilitate all call-backs.

Workflow – Quoted Repairs

• Review all proposals, work orders, and materials with helpers and sub crews in advance.
• Schedule, order material, and manage jobs for both in-house crews and subcontractors, and ensure top quality work is being performed by all.
• Review and facilitate all call-backs.
• Inform the General Manager of any job problems and issues.
• Return all usable material to the IES warehouse.

Customer Follow Up and Quality Assurance

• Develop customer relationships and provide unrivaled customer service to build repeat business/foster new growth, increase branch profitability, and further brand loyalty and recognition.
• Make a priority of immediately addressing customer concerns or complaints personally whenever possible.
• Make our customers feel important.
• Navigate and resolve difficult situations.
• Affirm jobs are completed to the quality level promised.

Coaching and Development

• Set performance standards and expectations while holding the team accountable for upholding compliance with Company policies and procedures.
• Keep up with all the checklists and logbooks on time. (especially our safety program)
• Know and enforce all safety policies. (keep up with safety meetings and logs).
• Always ensure your teams have a clean and organized work environment and company vehicle to provide a professional look to the customer.
• Hold accountable and report any issues with a lack of dependable & prompt attendance. from all employees. Multiple infractions will lead to disciplinary action in accordance with the company handbook.
• Determine training needs for repair technicians; organize and direct needed training in safety, quality and customer satisfaction.
• Recruit, train and retain a service repair team workforce.

Service Repair Team Accountabilities

Possess a valid driver’s license & be insurable on the company insurance policy. Inspect all team members for professional grooming and dress.

• Wear only company uniform from waist up.

Additional Duties

• Utilize office time to make cold calls and follow up calls.
• Work hand in hand with sales reps for opportunities for preventative maintenance leads and opportunities.

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: In person

Salary : $90,000 - $110,000