Service Manager

Are you a strong leader with a passion for developing teams and driving results? Radco Roofing, a well-established commercial roofing contractor in Mount Holly, near Charlotte, NC, is seeking an experienced Service Manager to lead our service team. 

At Radco Roofing, we specialize in commercial and industrial roof construction and exterior building maintenance. With a strong commitment to quality workmanship and customer satisfaction, we've earned a stellar reputation as a leader in the roofing industry. Join us at Radco Roofing, where you'll have the chance to showcase your skills, collaborate with a dynamic team, and contribute to the success of projects that make a significant impact in our community.

Goals and Objectives:

The primary goal of the Service Manager is to provide outstanding customer service to our customers. To achieve this goal, the following objectives have been identified: 1) Develop and maintain an excellent relationship with clients in cooperation with the sales team, 2) Develop and oversee processes to provide outstanding and efficient service 3) Manage financial performance of the department, and 4) Demonstrate Radco’s core values.

Customer Service and Sales Support:

·         Ensure delivery of the highest quality and professional customer experience in the industry

·         Communicate consistently and clearly with customers

·         Identify and develop new clients and coordinate with Service Field and Service Sales teams to achieve Service revenue and margin objectives

·         Enhance relationships with existing clients and sales team and participate in customer meetings on an ongoing basis (independently or with sales team support, as necessary)

·         Establish a process for site bids for the Service Field and Service Sales team to achieve site bid goals on an annual basis

·         Develop the ability and knowledge to prepare and present proposals to new or existing customers

·         Review all roof surveys prior to presentation to customer

·         Support sales process in any way possible

Financial Management:

·         Establish division goals and objectives and identify metrics to track performance of individuals and division as a whole

·         Ensure accurate financials and compare performance to industry standards (e.g., income statement and associated EBITDA)

·         Project future needs to achieve overall goals for growth for the division in line with overall company goals (e.g., personnel, equipment, software)

·         Track pending work orders and potential sales to ensure a consistent backlog, proper scheduling, and the efficient use of resources.

·         Prepare annual financial plan for division

·         Ensure accuracy of internal reporting (e.g., sales, WIP, Backlog, site bids, profit)

·         Prepare business plan and processes to staff and manage multistate Service operation (e.g., NC, SC, VA, TN, WV, GA, and KY)

Develop and Manage Processes:

·         Identify workflow requirements and document, maintain, and continually improve procedures and processes

·         Establish and maintain safety processes and ensure all service employees operate within Radco and OSHA safety requirements

·         Develop the Service Operations Supervisor as a leader within the department with the ability to step in as the Service Manager in a backup capacity

·         Identify staffing needs and coordinate acquisition, training and retention of qualified personnel

·         Establish goals and objectives for all service business units and personnel and track compliance

·         Approve invoices in a timely manner to ensure accurate billing of customers

·         Monitor collections and ensure timely customer payment

·         Review proposals and maintenance agreement format to ensure clarity of customer expectations

·         Track estimate variances and enhance accuracy of estimating process and/or field execution

·         Perform in backup role for all direct reports, as necessary

·         Track sales, work in progress, and backlog to ensure the consistent availability of work and efficient implementation

·         Know and stay abreast of design requirements, codes and current and new developments and technologies in the roofing industry

·         Network with industry peers to stay abreast of best industry practices

Radco Core Values:

·           Self-Motivated

            Energetically pursues the completion of tasks with minimal direction from others

 ·          Take Ownership

            Take responsibility for tasks and pursue resolution of problems. Own the solution, not merely the problem.

 ·          Customer Oriented

            Nothing less than industry leading customer service is acceptable

 ·          Collaborative

            Adaptable, engaged, and coachable team player who works with others to provide an exceptional product

 ·          Passionate

            Demonstrates the desire and work ethic to achieve goals and objectives

 ·          Integrity

            Can be counted on to fulfill the goals of the organization with honesty and professionalism

 ·          Pursuit of Improvement

            Never settles for the status quo and energetically pursues a better process that delivers the best possible results

Radco provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.