Service Manager

Greenwood Industries Inc.; Milford (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Greenwood Industries is seeking an experienced Service Manager to lead the Massachusetts commercial roofing service operation from our Milford, MA office, owning work-order readiness, scheduling and field execution. You will manage Service Project Managers, field technicians and crews, coordinate with Account Managers, and drive safety, quality and customer service.

Must have 5+ years in commercial roofing or related field-operations, and proven leadership of field teams; Salesforce Field

Qualifications

• 5+ years of commercial roofing, construction service or related field-operations experience.
• Experience leading field crews, foremen and/or project managers.
• Strong scheduling, manpower planning, and customer-service skills.
• Able to manage multiple crews and changing priorities in a fast-paced service environment.
• Ability to travel regularly to job sites in Massachusetts.

Responsibilities

• Lead Service PMs, technicians and field crews with clear daily priorities.
• Own scheduling, dispatch, manpower planning and emergency response.
• Maintain visibility into open work orders, backlog and staffing needs.
• Ensure crews have complete job information and equipment before deployment.
• Conduct field visits to coach safety, quality and productivity.
• Recruit and develop service personnel as the Massachusetts operation grows.
• Capture labor, materials and service reports accurately.
• Drive adoption of Salesforce Field Service and related workflows.
• Move completed work through closeout and billing readiness.

Skills

Leadership

Scheduling

Field service operations

Customer service

Team management

Safety compliance

Tools

Salesforce Field Service

Company Cam

MS Excel

Job description

Greenwood Industries is a leading provider of custom-building envelope solutions. For more than 30 years, the company has delivered commercial roofing, architectural metal fabrication, waterproofing, masonry, and maintenance services for complex exterior building systems.

With 15 locations throughout the Northeast, Greenwood is recognized by Roofing Contractor Magazine as one of the top 10 commercial roofing contractors in the United States. As Greenwood continues to expand its capabilities and regional reach across complementary exterior building services, it offers rewarding and challenging career opportunities with strong potential for professional growth.

Greenwood is currently hiring an experienced Service Manager based out of our Milford, MA office. The Service Manager will lead the day-to-day Massachusetts commercial roofing Service operation and provide direct operational leadership to Service Project Managers, field technicians and service crews. The role owns execution from work-order readiness and scheduling through field completion, documentation, closeout and billing readiness.

Responsibilities

• Lead Service PMs, technicians and field crews and establish clear daily priorities and accountability.
• Own scheduling, dispatch, manpower planning, emergency response, workload balancing and crew capacity.
• Maintain visibility into open work orders, backlog, job aging, active work and staffing requirements.
• Ensure crews have complete job information, materials, tools and equipment before deployment.
• Conduct field visits and coach teams on safety, quality, productivity and customer service.
• Recruit, onboard, develop and retain Service personnel as the Massachusetts operation grows.
• Ensure accurate capture of labor, materials, photos, deficiencies, service reports and completion documentation.
• Drive adoption and accountability in Salesforce Field Service, Company Cam and related operating workflows.
• Move completed work promptly through closeout and billing readiness; resolve operational bottlenecks.
• Coordinate with Account Managers on customer issues, deficiencies and additional service opportunities.
• Partner with Safety, Finance/Billing, HR, Branch Leadership and the Director of Service Operations.

Qualifications

• 5+ years of commercial roofing, construction service or related field-operations experience preferred.
• Prior leadership of field crews, technicians, foremen and/or project managers.
• Commercial roofing, repair and maintenance knowledge is strongly preferred.
• Strong scheduling, manpower planning, troubleshooting and customer-service skills.
• Able to manage multiple crews, jobs and changing priorities in a fast-paced service environment.
• Comfortable using technology, dashboards and operating data to manage performance.
• Experience with Salesforce Field Service, Company Cam or comparable field-service platforms is a plus.
• Valid driver's license and ability to regularly visit jobsites throughout Massachusetts.

Preferred Qualifications

• Service revenue and gross-margin performance
• Backlog, work-order aging and response time
• Crew productivity, utilization and overtime
• Completed work moving promptly to billing
• Callbacks, repeat visits and quality
• Safety and field compliance
• Staffing, retention and crew development
• Documentation quality and system adoption

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL FACTORS:

• Must be able to work in environmental factors that include noise, dust, hot weather, and cold weather.
• Ability to lift 25 pounds
• Must be able to ascend and descend stairs, ladders, and gangways on a frequent basis and be able to work while standing on a continuous basis.
• Ability to safely work aloft (heights over 20’) including ladders, man lifts, harnesses, equipment tops and scaffolding.

The salary and benefits represent what is expected for this role at the time of posting. Compensation offered may be influenced by a variety of factors including work experience, qualifications, industry experience, market and business considerations, and internal equity, among other factors.

Greenwood Industries is an Equal Opportunity Employer. We consider all qualified applicants for employment regardless of race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.