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. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.