Service Director

We are the highly trusted, quality driven and ever-growing leader of historic restoration and innovative construction services. For over 100 years, Wagner Roofing has been dedicated to preserving iconic buildings, commercial institutions, and residential homes with award-winning craftmanship throughout DC, Maryland and Virginia.

Job Summary

The Service Director is a senior leadership role responsible for overseeing the strategic direction, operational efficiency, and overall performance of the service department. This position involves managing service operations, leading cross-functional teams, and ensuring the delivery of exceptional customer service while aligning with the company’s goals and objectives. The Service Director will develop and implement strategies to improve service delivery, drive customer satisfaction, and foster a culture of safety, quality, and continuous improvement. This role works closely with senior leadership to shape the company’s service vision and ensure its successful execution.

Role and Responsibilities

1. Strategic Leadership:
   1. Develop and implement long-term strategies to enhance service department performance and align with organizational goals.
   2. Establish and monitor key performance indicators (KPIs) to evaluate service delivery, customer satisfaction, and operational efficiency.
   3. Collaborate with senior leadership to drive innovation and implement best practices in service operations.
   4. Identify opportunities for growth and expansion of service offerings to meet evolving customer needs.
2. Operational Oversight:
   1. Oversee the daily operations of the service department, ensuring efficient and effective service delivery.
   2. Ensure accurate and timely job costing, invoicing, and financial reporting, bridging data between systems (e.g., Dataforma and Sage).
   3. Manage subcontractor relationships, ensuring agreements are signed, commitments are outlined, and coordination is seamless.
   4. Oversee service inventory management, including budget oversight, inventory requests, and approvals.
   5. Ensure compliance with company policies, safety regulations, and industry standards.
3. Team Leadership & Development:
   1. Lead, mentor, and inspire service department leaders, including Service Superintendents and Customer Service Coordinators, to achieve high levels of performance.
   2. Foster a positive and collaborative work environment that encourages teamwork, accountability, and professional growth.
   3. Conduct regular training sessions to enhance the skills and knowledge of service team members.
   4. Develop succession plans and retain top talent to ensure the long-term success of the service department.
4. Customer Experience Management:
   1. Champion a customer-centric approach to service delivery, ensuring customer needs and expectations are consistently met or exceeded.
   2. Address escalated customer issues promptly and professionally, maintaining a log of complaints and resolutions.
   3. Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs.
   4. Foster proactive communication between the service team and customers to ensure satisfaction and loyalty.
5. Safety & Quality Assurance:
   1. Promote and enforce a culture of safety within the service department, ensuring compliance with OSHA regulations and company safety protocols.
   2. Conduct regular safety meetings and training sessions for service technicians and staff.
   3. Oversee quality control processes, addressing deficiencies and implementing corrective actions as needed.
6. Process Improvement & Reporting:
   1. Identify and implement process improvements to enhance operational efficiency and service quality.
   2. Oversee the maintenance of accurate records for service activities, including work orders, inspections, repairs, and inventory.
   3. Prepare and present regular reports on service department performance, including key metrics, trends, and areas for improvement.
   4. Utilize data and feedback to drive continuous improvement initiatives.
7. Estimation & Business Development:
   1. Oversee the estimation process, ensuring accurate and detailed cost assessments for materials, labor, and other project expenses.
   2. Negotiate contracts with clients to ensure favorable terms and profitable work.
   3. Stay updated on industry trends, material costs, and best practices to maintain competitive and accurate estimates.

And any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Organization’s Values.

Preferred Skills

• Strong knowledge of roofing systems, materials, and installation techniques.
• Excellent leadership and team management skills.
• Proficient in ability to evaluate workload and prioritize tasks accordingly.
• Strong communication and interpersonal skills.
• Ability to read and interpret blueprints and technical drawings.
• Strong problem-solving abilities and attention to detail. OSHA certification and other relevant safety certifications are a plus.

Qualifications and Education Requirements

• Minimum of 10 years of experience in the roofing or construction industry, with at least 5 years in a senior management or leadership role.
• Proven track record of managing large teams and driving operational excellence.