Technical Service Manager (QA)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

- Supervise and coordinate warranty repair crews, service technicians, subcontractors, and field resources assigned to commercial roofing warranty work.
- Review inspection reports, warranty terms, project specifications, photos, repair history, and customer concerns to confirm repair requirements before work begins.
- Validate repair scopes in the field and ensure corrective work addresses the documented condition rather than only the visible symptom.
- Confirm repairs are performed in accordance with manufacturer requirements, approved details, safety procedures, and company quality expectations.
- Monitor productivity, workmanship, material usage, weather constraints, and job-site conditions to keep warranty repairs on schedule and within approved scope.
- Provide technical direction for repairs involving membrane systems, flashings, penetrations, seams, drains, curbs, edges, transitions, rooftop equipment, and related waterproofing components.

EXPERIENCE:

- Minimum of 5 years of commercial roofing field experience, with demonstrated knowledge of warranty service, leak investigation, repair practices, or inspection work.
- Prior supervisory, foreman, service lead, or field leadership experience preferred.
- Strong working knowledge of commercial roofing systems such as TPO, PVC, EPDM, modified bitumen, built-up roofing, coatings, metal roofing, insulation assemblies, flashings, and edge systems.
- Ability to read and interpret project specifications, roof plans, details, warranty documents, inspection reports, and repair scopes.
- Experience documenting roof conditions through written reports, photographs, measurements, and field notes.
- Valid driver’s license and ability to travel to job sites as required.
- OSHA 10 or OSHA 30 certification, fall protection training, or equivalent safety credentials.
- Manufacturer-specific commercial roofing training or certification.
- Experience with moisture surveys, infrared scans, electronic leak detection coordination, roof cores, or other diagnostic methods.
- Familiarity with warranty claim processes, repair authorization workflows, and contractor performance expectations.
- Experience using digital work order systems, inspection software, photo documentation tools, or customer relationship management platforms.

OTHER QUALIFICATIONS:

Must be able to pass a background check, drug screen and have a valid driver's license.

Regular travel to commercial job sites, customer locations and active roofing projects is required.

- Technical Judgment: Ability to assess roof conditions, identify likely causes, and determine appropriate repair methods.
- Root Cause Discipline: Ability to evaluate evidence objectively and avoid assumptions when determining source and responsibility.
- Leadership: Ability to direct crews, hold contractors accountable, and model safe, professional field behavior.
- Communication: Ability to explain technical issues clearly to customers, contractors, and internal stakeholders.
- Documentation: Ability to produce accurate, timely, and defensible field records.
- Problem Solving: Ability to resolve field constraints, prioritize urgent repairs, and adapt to changing site conditions.
- Customer Focus: Ability to support timely resolution while maintaining warranty integrity and technical accuracy.