North American RoofRing is a commercial roofing contractor in the United States. We are searching for a Director of Service within the Tampa Bay, Florida area.

Purpose of the job:

Providing leadership and direction to the Service department.

Job Duties:

• Lead, manage and inspire the Service Team to deliver an exceptional customer experience.
• Establish and manage department budget and revenue projections.
• Determine optimal Field Resources by region to meet demand and revenue goals.
• Provide direction to Field Partner teams to meet demands for productivity, efficiency, and expected level of quality.
• Work with Department Managers to staff Administrative and Sales positions to support the department.
• Provide direction to Service Technology Manager concerning inspections and StarCare product line.
• Provide direction to Service Project Manager for completion of assigned projects and work orders, including management of budgets, change orders, and discrepancies.
• Provide direction to Service Support Manager in the maintenance of client portals and the overall customer experience.
• Provide assistance to service estimating team in prioritizing work to meet demands and develop pricing.
• Provide assistance to Sales Team to ensure Service offerings are represented well to national and local customers. Provide training to the service leadership team and their teams.
• Work with Sales Team to address issues and close Service sales
• Provide reporting, feedback and recommendations to Executive Team on status of Service goals and revenue and gross margin projections.
• Work in conjunction with Sales to review and adjust Service rates on an annual basis, or as market conditions dictate.
• Set and monitor employees’ KPIs for department alignment with company goals and to ensure SOPs are met.
• Drive operational performance of client-required metrics.
• Drive high level of employee engagement, satisfaction, and retention.
• Partner and coordinate with peers, and Leadership Team, for a seamless operations and customer experience.
• Provide leadership to staff through direction, example, and coaching to accomplish business goals and to develop team for current and future roles.
• Manage overall operational budget to meet financial performance objectives.
• Assure effective communications are maintained within the group and externally.
• Ensure safety protocols are trained and enforced.
• Conduct monthly review with Accounting Team.
• Monitor and Ensure all Service invoices are sent to Clients in a timely manner.
• Investigate and resolve issues to exceed customer expectations, while minimizing cost impacts to the company’s profit margin
• Direct requests from production for assistance with RFWs, or other work from Service Team.
• Direct research and resolve warranty requests for in house projects.
• Coordinate resources with the Director of Install on significant weather events such as hurricane response and storm response.
• Other projects and work as assigned by the V.P. of Operations

Skills and Qualifications:

• Bachelor’s degree in management (or similar discipline) or equivalent experience in a leadership role in customer service
• Minimum of 8 years leading a customer service department, required
• Minimum of 5 years managing a customer service team, required
• Commercial roofing experience or commercial construction experience, a plus
• Intermediate Excel, PowerPoint and Word required.
• Extensive experience with FCS, Dataforma, or Jobba is desired
• Travel up to 50% to customers and worksites or as work load and/or customer service requires.
• Excellent written and verbal communication skills
• Must be able to think strategically.
• Must be able to understand issues and help create solutions
• Superior attention to detail
• Positive attitude, self-motivated and ability to work in a fast-paced environment
• Excellent multi-tasking and organizational skills
• Ability to research, gather and organize information thoroughly

Company Benefits:

• Highly competitive salary
• Employer sponsored healthcare options including medical, vision & dental
• Employer matched 401(k) Savings Plan
• Paid Time Off for volunteering in your community
• Career advancement training
• Progressive, people-centric culture
• Holiday & Paid Time Off