Service Manager

Job Description

Job Description

Position Summary

The Service Manager is responsible for leading FoxHaven’s Roof Repair Division by managing service sales, customer relationships, field operations, and repair project execution. This role combines roofing diagnostics, customer consultation, estimating, scheduling, and team coordination to ensure every repair project is completed safely, efficiently, and to the highest quality standards.

The Service Manager serves as the primary point of contact for repair customers, oversees daily service operations, coordinates field teams, and ensures exceptional customer satisfaction from the initial inspection through project completion.

Essential Duties and Responsibilities

Customer Service & Repair Sales

• Meet with homeowners and customers at scheduled roof repair appointments.
• Perform detailed roof inspections to identify leaks, damage, and repair needs.
• Diagnose roofing issues and provide professional repair recommendations.
• Present estimates, explain solutions, and close repair opportunities.
• Build strong customer relationships through trust, communication, and expertise.
• Maintain excellent customer service throughout the repair process.
• Encourage referrals and repeat business through exceptional service.

Roofing Diagnostics & Estimating

• Inspect residential and commercial roofing systems to determine repair requirements.
• Identify sources of leaks, damage, and potential roofing concerns.
• Prepare accurate estimates, proposals, and work orders.
• Recommend cost-effective solutions that meet FoxHaven quality standards.
• Utilize roofing knowledge and field experience to support accurate diagnoses.

Service Department Management

• Oversee daily repair operations, scheduling, and workflow management.
• Coordinate service appointments and approved repair projects.
• Communicate project details and customer expectations with field crews.
• Monitor repair progress to ensure jobs are completed on time and within budget.
• Manage service requests, work orders, and job documentation.
• Identify opportunities to improve efficiency, communication, and customer experience.
• Maintain compliance with company safety standards and procedures.

Team Leadership & Coordination

• Lead, support, and motivate service technicians and field crews.
• Provide direction regarding job expectations, quality standards, and customer requirements.
• Monitor workmanship and ensure completed repairs meet FoxHaven standards.
• Promote accountability, teamwork, and a positive service culture.
• Assist with training and development of service team members.

Operations & Administration

• Coordinate with office administration, vendors, and suppliers to support service operations.
• Manage materials, purchase orders, and job scheduling requirements.
• Maintain accurate CRM records and service documentation.
• Track service department performance and operational metrics.
• Assist leadership with forecasting, reporting, and division growth initiatives.

Qualifications

• Extensive knowledge of residential and commercial roofing systems.
• Strong ability to diagnose roof leaks and recommend effective repair solutions.
• Roofing installation experience highly preferred.
• Previous experience in roofing, construction, service management, or related industries.
• Proven success in customer-facing sales and relationship management.
• Strong leadership skills with the ability to manage and motivate field teams.
• Excellent communication, organization, and problem-solving skills.
• Experience with estimating, scheduling, and job management processes.
• Ability to work independently while managing multiple priorities.
• Valid driver’s license with ability to travel to customer locations and jobsites.