Customer Service Operations Manager Jobs in Warren, OR

Description

ABC Roofing, a Tecta America Company, has been a leading commercial roofing contractor in Portland, Oregon, serving Oregon, Washington, and Arizona since 1951. We specialize in low and steep-slope roofs, offering new construction, roof replacement, repairs, and maintenance. Our goal is to provide superior, competitively priced roofing solutions while offering meaningful work and advancement opportunities for our employees.
 
We are seeking an Service Manager for our Portland, OR shop. This individual is responsible for the overall leadership, performance, and strategic direction of ABC Roofing’s Service Department. The Service Manager oversees service operations including repair work, preventative maintenance agreements (PMAs), service projects, and national account service work. This role ensures the department operates efficiently while maintaining high standards of customer service, safety, quality, and profitability.

The Service Manager supervises the Service Coordinator, PMA Coordinator, Service Superintendent, and Service Estimator(s), providing leadership and support to both field and administrative staff. This role manages service scheduling oversight, proposal review, financial performance, and customer relationships while identifying new service opportunities and ensuring timely response to customer needs.

Job Functions:

Supervisory Responsibilities
•    Direct supervision of Service Coordinator, PMA Coordinator, Service Superintendent, and Service Estimator(s)
•    Interview, hire, onboard, and manage service department administrative personnel
•    Conduct employee performance reviews and provide coaching and development
•    Lead department training initiatives and continuing education efforts
•    Conduct quarterly Service Department meetings to review performance, expectations, and operational improvements

Department Leadership & Operations Management
•    Oversee daily operations of the Service Department to ensure efficient workflow and high-quality service delivery
•    Monitor service scheduling and backlog to ensure effective use of personnel and resources
•    Ensure prompt response to customer service requests, including leak calls and emergency service situations
•    Oversee PMA scheduling and ensure preventative maintenance programs are executed consistently
•    Provide last-minute scheduling adjustments and work assignments as operational needs arise
•    Support Service Superintendent with field operations, troubleshooting, and project execution
•    Oversee procurement of specialized safety equipment for service operations

Service Sales & Proposal Development
•    Prepare service proposals including preventative maintenance agreements, repairs, tenant improvements, and small to mid-sized coating projects.
•    Review and approve proposals and estimating worksheets prepared by service staff
•    Perform site inspections to evaluate service opportunities and prepare scopes of work
•    Identify potential leads and opportunities for additional service or production work and route to appropriate teams
•    Conduct building inspections for clients involved in property purchases or sales

Project Coordination & Execution
•    Participate in service job hand-offs and coordinate project startup activities
•    Coordinate with Production Department when service work transitions into larger production projects
•    Support project startup by communicating critical information from Production to Service staff
•    Review service contracts in coordination with OUP
•    Monitor ongoing project performance, including labor, material, and equipment costs
•    Maintain communication with suppliers, subcontractors, and manufacturers as needed, including coordinating site visits

Financial Oversight & Billing Review
•    Review completed service tickets prior to billing, including verification of labor, materials, and scope performed
•    Price labor and materials for service work and confirm billing aligns with completed work
•    Review service documentation including photos, technician notes, and Navision time entries for billing accuracy
•    Monitor service department P&L performance and key performance indicators (KPIs)
•    Review financial performance, budgets, and department goals with OUP
•    Assist Service Coordinator and accounting staff with collections when requested

National Accounts & Strategic Partnerships
•    Serve as NBU (National Business Unit) Steward for service accounts
•    Manage CRM documentation and reporting for national account work
•    Prepare and submit national service proposals
•    Build and maintain relationships with national account partners, including NCPA clients
•    Participate in national service meetings and regional service manager meetings

Customer Relations & Communications
•    Maintain strong relationships with customers through consistent communication and responsiveness
•    Respond to customer inquiries and service requests, including emergency leak calls
•    Communicate completion of repairs and outstanding service issues to customers
•    Investigate and resolve customer concerns related to service work, billing, or workmanship

Quality Control & Inspections
•    Perform service inspections and condition assessments when required
•    Conduct inspections and pricing for Tecta Tracker reports
•    Ensure service work meets company standards and manufacturer specifications

Knowledge, Skills & Experience (Essential):
•    Minimum of five (5) years of experience in commercial roofing service operations or management
•    Strong knowledge of commercial roofing systems, repair methods, and preventative maintenance practices
•    Demonstrated leadership experience managing both field and administrative personnel
•    Strong financial and operational management skills including budgeting, cost tracking, and performance metrics
•    Ability to develop proposals, scopes of work, and pricing for service-related projects
•    Strong organizational and time management skills with the ability to manage multiple priorities simultaneously
•    Excellent customer service, relationship-building, and conflict-resolution skills
•    Strong written and verbal communication skills

Knowledge, Skills & Experience (Desirable):
•    Bilingual in English and Spanish
•    Experience managing national service accounts or multi-location service programs
•    Experience working with Navision

Key Competencies:
•    Leadership and team development
•    Strategic planning and operational management
•    Customer relationship management
•    Financial oversight and business acumen
•    Problem solving and decision making
•    Organization and prioritization
•    Professional communication and collaboration
•    Accountability and results orientation

Occupational Health & Safety:

•    Compliance with all workplace policies and procedures related to risk identification, assessment, and control
•    Active participation in workplace health and safety initiatives
•    Prompt identification and reporting of safety hazards, incidents, injuries, and property damage
•    Proper use and maintenance of required personal protective equipment (PPE)

Working Conditions
Physical Environment:

Combination of office and field environments including rooftops, construction sites, and commercial properties

Physical Demands:

Prolonged periods of sitting, standing, walking, and climbing ladders; repetitive keyboarding and data entry; lifting and carrying materials and equipment up to 50 pounds

Travel:

Occasional local and regional travel may be required

Hours of Work:

40 hours per week
Extended hours, early mornings, evenings, or weekend work may be required based on service demands and emergency response needs

Salary - $95 to 105k based on previous work experience  
ABC Roofing, a Tecta America Company, offers a comprehensive benefits package including medical, dental, vision, 401(k) with company match, paid time off, paid holidays, etc.