Service Sales & Operations Manager in Baldwin Park, California at Highland Commercial Management

Reports to: Regional Vice President

Department: Service

Direct Reports: Leads and develops the service team, including 3–4 repair crews

POSITION SUMMARY

Highland Commercial Roofing is seeking an experienced Service Sales & Operations Manager to lead and grow our service department out of our Baldwin Park, California location. This is an established, high-impact role within our organization, and we are looking for a driven leader to build on its foundation and take the department to the next level.

The Service Sales & Operations Manager owns the performance of the service business from end to end; from the first roof inspection through proposal, contract execution, and crew scheduling. This role cultivates long-term customer relationships that fuel repeat and referral work. A central priority for this role is the continued expansion and growth of the service department: increasing repair and maintenance volume and scaling operations to meet demand.

This position will also be instrumental in implementing and championing RoofCare, Highland’s proactive roof maintenance program. The Service Sales & Operations Manager will help drive RoofCare adoption across our customer base, turning reactive repairs into scheduled, budgetable maintenance relationships that protect our customers’ roofing investments and create recurring value for the business.

Reporting directly to the Regional Vice President, this is a fully on-site, customer-facing leadership role that blends field expertise, sales ability, operational discipline, and people leadership.

KEY RESPONSIBILITIES

Grow the service department.

Drive the expansion and growth of the service department by increasing repair and maintenance volume, building capacity, and continuously improving service operations and profitability.Champion and implementRoofCare, Highland’s proactive maintenance program,enrolling customers into scheduled maintenance plans, and converting one-time repairs into long-term maintenance relationships.Customer relationships & communication.

Maintain long-term customer relationships through above-industry-standard communication — responsive, proactive, and consultative — serving as the trusted point of contact for service customers.Deliver an exceptional customer service experience, resolving issues quickly, setting clear expectations, and following through to build loyalty, repeat business, and referrals.Field, sales, & contract execution.

Perform roof inspections, generateaccurateand compelling repair and maintenance proposals, manage contract execution, and schedule and coordinate 3–4 repair crews to deliver work on time and to standard.

Generate repair and maintenance leads through service calls, site visits, and proactive customer outreach,identifyingadditionalscope and opportunities during every customer interaction.Operations & CRM.

Manage contracts, service requests, and scheduling through thecompany'sCRM, ensuringaccuraterecords,timelyfollow-up, and full visibility into the service pipeline.Team leadership.

Lead, coach, and develop the service team, including repair crews and support staff, setting clear goals, holding the team accountable, and fostering a safety-first, customer-first culture.Recruitand onboardnew team members as the department grows, building the bench strength needed to scale.Partner with the Regional Vice President and cross-functional teams (estimating, production, and administration) to align service operations with broader companyobjectives.REQUIRED QUALIFICATIONS

5–7 years of experience in commercial roofingservices, repair, or a closely related construction/building-servicesfield.Proven experience leading and managing a team, including direct reports and field crews.Hands-on roofing knowledge — able to perform roof inspections, diagnose repair and maintenance needs, and accurately scope work across common commercial roofing systems.Demonstrated ability to generate proposals and close service/repair work, witha track recordof driving revenue and growth.Strong customer service and communication skills, both written and verbal, with a consultative, relationship-driven approach.Proficiencywith CRM and general business software for managing contracts, service requests, and scheduling.Valid California driver’s license and a clean driving record; ability to travel to job sites and work on-site at the Baldwin Park location.Ability to work on-site full-time and be present in the field and office as the role requires.Able to climb ladders, access rooftops, and safely traverse commercial roofs and job sites in a variety of weather and temperature conditions. Able to lift and carry up to 25lbsregularly with the ability to bend, stoop, twist, kneel, reach, and stand or walk for extended periods. This is an active, on-site role, not a desk job.PREFERRED QUALIFICATIONS

Experience growing or scaling a service department or service line, including building processes, teams, and recurring-revenue programs.

Familiarity with proactive roof maintenance programs and recurring service/maintenance agreements Estimating experience for commercial roofing repairs and maintenance.Knowledge of manufacturer warranties and warranty compliance for commercial roofing systems.Strong organizational and multitasking skills, with the ability to manage multiple crews, projects, and customers simultaneously.Bilingual (English/Spanish), with the ability to communicate effectively with crews and customers.Working knowledge of Cal/OSHA and roofing safety standards.Industry certifications or manufacturertraining(e.g., manufacturer installer/inspector certifications) or a degree in construction management, business, or a related field.COMPENSATION & BENEFITS

Base salary range: $80,000 – $102,000 per year, depending on experience and qualifications. Additionally, this role is commission-eligible, which provides meaningful upside tied to service and repair revenue, bringing total on-target earnings well above base.

Highland Commercial Roofing offers a competitive benefits package including health, dental, vision, and 401k.

Highland Commercial Roofing is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.