Service Director

Job Description

Job Description

Salary: Range Depending Upon Experience

Location Requirement

This is an on-site position and is not eligible for remote work. Candidates must be locally based in Georgia.

Position Summary

The Service Director is responsible for building, scaling, and leading a high-performing commercial roofing service division. This role owns revenue growth, gross profit performance, operational execution, customer satisfaction, technician development, safety compliance, and long-term strategic positioning of the service department.

This is not a maintenance manager role. This is a business leader role.

The Service Director will transform the service division into a disciplined, data-driven, profitable engine that generates recurring revenue, builds strong GC and property manager relationships, and feeds long-term reroof and capital project opportunities.

Key Objectives

• Grow service revenue year-over-year.
• Achieve and maintain target gross profit margins.
• Establish disciplined job costing and labor efficiency standards.
• Build a scalable service model (dispatch, tech structure, territory management).
• Develop strong recurring maintenance agreements.
• Improve technician productivity and accountability.
• Strengthen customer retention and satisfaction.
• Build a promotable internal leadership bench.
  

Core Responsibilities

1. Financial Performance Ownership

• Own full Service Division P&L.
• Develop annual revenue targets and margin goals.
• Establish labor productivity standards (hours per work order, revenue per tech).
• Monitor weekly job costing reports and corrective actions.
• Track service backlog and pipeline health.
• Forecast monthly revenue and labor needs.

2. Operational Leadership

• Oversee dispatch, scheduling, and territory optimization.
• Ensure efficient routing and minimal windshield time.
• Implement structured work order flow.
• Standardize documentation in CRM (Dataforma or equivalent).
• Ensure photos, documentation, and closeout quality standards.
• Develop SOPs for service response times.
• Lead emergency response protocol.

3. Sales & Growth Integration

• Collaborate with Sales Manager on pipeline tracking.
• Support GC relationship strategy.
• Identify reroof conversion opportunities from service clients.
• Build strategic property management partnerships.
• Oversee maintenance contract proposal process.
• Create service upsell strategy.

4. Team Development & Leadership

• Lead Service Manager, Foremen, Technicians.
• Conduct performance reviews.
• Implement productivity coaching.
• Drive safety culture and OSHA compliance.
• Recruit high-caliber technicians.

5. Customer Experience

• Ensure timely communication.
• Implement client follow-up process.
• Develop key account strategy.
• Track NPS or satisfaction metrics.
• Own major complaint resolution.

6. Strategic Growth

• Develop 3-year growth roadmap.
• Identify equipment needs.
• Evaluate service territory expansion.
• Improve technology integration.
• Develop branded service offering differentiators.

Organizational Structure

Service Director Service Manager Service Foremen Service Technicians Dispatch / Administrative Support

Ideal Candidate Profile

Experience:

• 10+ years commercial roofing experience
• 5+ years leading a service division
• Experience managing $5M+ service revenue
• Strong financial acumen (P&L management)
• Experience with CRM systems (Dataforma, Acculynx, etc.)

Skills:

• Operational discipline
• Financial literacy
• Strong leadership presence
• Customer relationship builder
• Data-driven decision maker
• Conflict resolution
• High accountability

Work Environment:

This position operates primarily in a professional office environment and regularly uses standard office equipment such as computers, printers, copiers, and smartphones. When in the warehouse, the employee may be exposed to dust and occasionally works near construction areas or around moving mechanical parts. The noise level in the warehouse environment can be loud at times.

Benefits:

• Competitive compensation package
  
• Comprehensive training and development opportunities
• Health insurance and other benefits are available after the probationary period
• Opportunities for career advancement within the company
• Company 401(k) match
• Unused PTO payout
• Community outreach
• Annual family day events
• Profit-Sharing Program