Service Operations Manager (Windsor)

Service Operations Manager

Join a team that's building more than roofs - we are building a reputation for excellence.

At Empire Roofing Corporation, we take pride in quality, safety, and doing things the right way. With operations across Canada and the U.S., our success is built on teamwork, accountability, and a shared drive to deliver results.

We're looking for an experienced, hands-on Service Field & Office Manager to oversee the day-to-day operations of our Roofing Service Division. This is a dynamic role that combines service management, field leadership, scheduling, customer coordination, and administrative oversight.

As the key link between our clients, field crews, forepersons, and internal teams, you'll ensure service work is delivered safely, efficiently, profitably, and to Empire's high standards from the initial service request through completion and billing.

The ideal candidate is an organized and decisive leader who is comfortable managing both people and priorities, enjoys being involved in the field, and can keep the office and service operations running seamlessly.

What You'll Do

Service Operations & Field Leadership

• Lead, coach, and manage service forepersons, field crews, technicians, and office support.
• Oversee the scheduling, dispatch, and execution of daily, planned, and emergency service calls.
• Conduct regular site visits to monitor work progress, quality, productivity, and safety.
• Ensure service work is completed safely, efficiently, and in accordance with company standards and client expectations.
• Provide direction and support to field teams when issues, site conditions, or client concerns arise.
• Conduct toolbox talks, field meetings, and performance discussions as required.
• Monitor crew productivity, manpower requirements, equipment, materials, and overall field performance.
• Support recruitment, onboarding, training, and ongoing development of Service Division employees.

Office & Service Coordination

• Act as the central point of contact between clients, field crews, forepersons, estimators, accounting, and management.
• Receive and process service requests through phone, email, and internal systems.
• Coordinate scheduling, dispatch, site access, client communication, and job updates.
• Maintain accurate service work orders, job files, client records, reports, timesheets, and compliance documentation.
• Track service backlog and completion timelines, identifying and escalating delays or operational issues.
• Coordinate service reports and documentation to ensure jobs are ready for billing.
• Support the preparation of quotes, proposals, maintenance agreements, and service contracts.
• Work closely with accounting to ensure accurate and timely invoicing.

Client & Business Management

• Build and maintain strong relationships with clients, property managers, consultants, and other stakeholders.
• Respond promptly and professionally to client questions, concerns, and service issues.
• Ensure clients receive clear communication regarding scheduling, job progress, completion, and follow-up.
• Review service reports, quotes, timesheets, and job costing information for accuracy.
• Monitor service performance, profitability, backlog, and other key operational metrics.
• Identify opportunities to improve service efficiency, customer satisfaction, and division profitability.
• Support cost control, forecasting, budgeting, and resource planning for the Service Division.
• Collaborate with estimating, operations, accounting, and senior leadership to achieve company and division objectives.

Safety, Quality & Compliance

• Promote and enforce Empire's safety culture and established safety procedures.
• Ensure field teams follow company policies, applicable regulations, and client-specific safety requirements.
• Monitor workmanship and ensure completed repairs and maintenance meet Empire's quality standards.
• Investigate service-related issues and implement corrective actions when required.
• Maintain accurate safety, compliance, and service documentation.

What You Bring

• 5+ years of experience in service management, field operations, construction, roofing, or a related industry.
• Previous experience managing field personnel, crews, or service operations.
• Strong understanding of roofing systems, repairs, maintenance, and service processes is highly preferred.
• Proven ability to coordinate multiple service calls, crews, clients, and priorities simultaneously.
• Strong leadership, communication, organization, and problem-solving skills.
• Comfortable balancing field responsibilities with office-based coordination and administration.
• Strong customer-service mindset with the ability to manage challenging situations professionally.
• Financial and operational awareness, including experience with job costing, productivity, budgets, or service KPIs.
• Strong attention to detail and follow-through.
• Proficiency with Microsoft Office and CRM, scheduling, dispatch, or job-management systems.
• Valid driver's license and willingness to travel to job sites as required.
• Ability to work effectively in a fast-paced environment where priorities can change quickly.

What Success Looks Like

In this role, success means having a Service Division that is organized, responsive, profitable, and accountable.

You'll ensure the right crew is at the right job at the right time, clients are kept informed, field teams have the support they need, work is completed safely and to a high standard, and service jobs move efficiently from request → scheduling → completion → billing.

Why You'll Love Working at Empire

• Competitive salary and performance-based incentives.
• Comprehensive benefits package.
• Vehicle allowance program.
• Opportunity to play a key leadership role in a growing Service Division.
• A collaborative, high-performing environment that values accountability and teamwork.
• Stability and pride in working for a company with 30+ years of success.
• Opportunity to make a direct impact on service operations, customer satisfaction, and business performance.

Apply today and take a leadership role in shaping the future of Empire's Service Division, where safety, quality, teamwork, and exceptional service build lasting success.