Assistant Service Manager

Description

Illinois Roofing was found in 1990 and joined Tecta America in 2005. Located in the suburban Chicago area, we serve the Chicago area, Northern Illinois, and Indiana. We specialize in planning and improvement objectives to help provide an efficient roofing experience.

We are looking for an experienced Commercial Roofing Assistant Service Manager for our Lisle (IL) shop.

The Assistant Service Manager supports the Service Department, overseeing the entire Service process from call intake to customer communication. The Assistant Service Manager ensures prompt issue resolution and handles tasks like answering calls, generating purchase orders, managing invoices, and collections. Additionally, the position will help develop and track service sales plans, expand the customer base, and measure marketing campaigns and sales strategies. Acting as a resource, they provide support and information to both local and national customers.

Job Functions (include):

• Promote a service culture focused on efficient problem-solving and business growth by quickly addressing customer inquiries and issues.
• Organize and streamline the service process from call intake to ticket dispatch, field updates, and customer communication.
• Manage incoming calls, answer service-related questions, and maintain strong customer relationships.
• Create and track service tickets, coordinate scheduling, and push paperless processes for faster invoicing.
• Assist service technicians with paperwork, timesheets, and customer details.
• Help service sales teams with estimates, proposals, and closing deals on repairs and maintenance services.
• Identify new leads and assist in marketing efforts to grow the department’s customer base.
• Ensure compliance with project requirements and support the service team in scheduling, safety, and quality control.
• Manage inventory, purchase materials, and monitor labor and material costs to maximize efficiency.
• Develop systems for dispatching and scheduling technicians and minimize service call rework.
• Support technician training programs focused on technical skills, customer service, and industry changes.
• Perform additional duties as directed by the Service Manager or Unit President.

Knowledge, Skills & Experience:

• High School Diploma or equivalent (college preferred)
• Must have strong professional leadership skills and operate with a strong sense of urgency, organization and attention to detail in all respects while working with all areas of the company.
• Must have the ability to problem solve and to manage difficult customer situations.
• Superior listening and communications skills - ability to speak, read and comprehend instructions, short correspondence and policy documents, as well as converse comfortably with associates.
• Strong selling skills and customer relationship abilities, along with a working knowledge of and/or experience with all roof system types.
• Valid US Driver's License
• Must be able to diagnose roof defects and identify and estimate effective solutions meeting customer needs.
• Technical skills include ability to read financial statements and reports, blue prints, plans/specifications, computer skills, and oral and written communication (ability to write reports, work scopes and proposals) skills.
• Knowledge of business and management principles
• Proficiency with Microsoft Excel or other spreadsheet program, including strong analytical abilities.
• Proficiency with Tablets and Software such as Microsoft AX / Field Service Administration.
• Bilingual in English and Spanish is a plus.

Illinois 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.