Director of Service Full Time NEW

Role Summary

The Director of Service is responsible for the strategic leadership, operational oversight, and revenue growth of the service department. This role provides vision and direction for service operations while mentoring leaders and ensuring execution aligns with company goals, customer expectations, and profitability targets.

Primary Responsibilities

•  Own the overall performance and growth strategy of the service department.
• Develop and execute plans to increase service revenue beyond annual price increases.
• Identify and implement new service offerings, maintenance programs, and recurring revenue opportunities.
• Analyze service department financials and make data-driven recommendations for improvement.
• Ensure service operations are scalable, efficient, and aligned with company standards.
• Review and improve service workflows, scheduling systems, pricing structures, and documentation practices.
• Collaborate with Production, Sales, and Safety to ensure seamless handoffs and consistent customer experience.
• Oversee forecasting and capacity planning for labor, equipment, and fleet needs.
• Mentor, coach, and develop the Service Manager and Lead Service Technicians; assist with hiring, onboarding, and training new department personnel.  
• Partner with Sales to grow service contracts, inspections, and maintenance programs.
• Build and maintain relationships with key clients, property managers, and strategic partners.
• Support complex customer issues, escalations, and high-value opportunities as needed.
• Ensure service work meets company quality standards, manufacturer specifications, and safety requirements.
• Support evaluation and adoption of new materials, tools, and technologies.
• Maintain compliance with company and safety policies and protect all confidential and proprietary information.  

Experience & Requirements

• Minimum five years of service department experience, with roofing industry experience preferred.
• Proven track record of growing revenue, improving margins, or scaling a service-based operation.
• Business development experience preferred (service sales, maintenance programs, or account growth).
• Must comply with drug/MVR/background screening requirements.

Skills & Personal Attributes

• People-management ability, with a track record of coaching teams and driving accountability.
• Demonstrated ability to build and scale operations with a willingness to engage directly with the work. Success in this role involves active problem solving, decisive execution, and visible leadership.
• Strategic and financial acumen, with experience in budgeting, forecasting, KPI analysis, and execution.
• Customer-focused communicator comfortable balancing field presence with office-based leadership and flexible business demands.
• Ability to select and implement a new service management software that integrates with the company ERP, ensuring clean workflows throughout the entire work order lifecycle.  
• Strong advocate for the use of AI to improve automation, efficiency, and innovation. 

Position Type: Full-time, Exempt (Salary)

Schedule: 6:00AM Start

Direct Reports: Service Manager, Lead Service Technicians

Reports to: Vice President of Operations