Michael McLaughlin
Cleveland,OH
Summary
Service Manager with 20+ years of experience in roofing, siding, windows, gutters, and exterior repair trades, with strong expertise in both residential and multi-family environments. Seven years at Feazel, progressing from Project Manager to Service Manager, leading service operations across multiple branches in Ohio and Virginia while improving processes, increasing efficiency, and supporting consistent customer satisfaction.
Extensive experience working with property management groups, HOAs, condo associations, and apartment communities, with a solid understanding of multi-family maintenance needs and common exterior issues. Fourteen years of prior field installation experience at Absolute Roofing, providing a strong technical foundation and jobsite knowledge.
Known for steady leadership, clear communication, and a team-focused approach. Skilled in scheduling, vendor coordination, budget awareness, quality control, customer relations, and warranty management. Recognized for dependability, professionalism, and building positive working relationships with both internal teams and customers.
Overview
22
22
years of professional experience
Work History
Service Manager
Feazel
06.2017 - Current
- Lead service operations across two markets (Cleveland, OH and Richmond, VA), utilizing advanced planning and organizational skills to maximize manpower, material usage, and equipment efficiency.
- Collaborate closely with Operations Coordinators to optimize scheduling, streamline workflows, and ensure effective resource allocation.
- Oversee all job commencements, ensuring adherence to timelines, meeting or exceeding customer expectations, and maintaining high-quality service delivery.
- Provide estimating support for supplemental or expanded work scopes, ensuring accurate pricing and feasibility.
- Recruit, train, mentor, and retain a skilled multi-market technician team, fostering a culture of performance, accountability, and safety.
- Maintain consistent communication with field technicians through structured daily check-ins, job debriefs, and ongoing support.
- Conduct regular safety meetings and enforce fleet, equipment, and vehicle policies to ensure compliance with company and OSHA standards.
- Manage onboarding for new technicians and subcontractor crews, ensuring seamless integration and alignment with operational expectations.
- Resolve sales errors, customer concerns, and warranty claims promptly and effectively to uphold customer satisfaction and company reputation.
- Support commercial project management efforts, assisting with coordination, planning, and execution to ensure projects finish on schedule.
- Implement process improvement initiatives to increase overall efficiency and reduce service delays.
- Resolve escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
Roof Installer
Absolute Roofing
03.2004 - 05.2017
- Performed high-quality roof installations using industry-approved techniques to ensure long-term durability and code compliance.
- Conducted detailed material inspections prior to installation, reducing defects and minimizing rework.
- Worked collaboratively with crew members to streamline installation processes and improve overall project efficiency.
- Maintained tools, equipment, and jobsite organization through regular inspections and proper upkeep.
- Trained and supported junior installers on safety procedures and installation best practices, strengthening team skill and safety performance.
Education
High School Diploma -
Midpark Highschool
Cleveland, OH06.2004
High School Diploma -
Polaris Career Center
Cleveland, OH06.2004
Skills
- Salesforce proficiency
- NetSuite proficiency
- Effective team leadership
- Multitasking and organization
- Roof installation
- Siding installation
- General construction
- Service excellence
- Critical thinking
- Quality assurance
- Office administration
- Risk management
- Project management
- Preparing estimates
Timeline
Service Manager
Feazel
06.2017 - Current
Roof Installer
Absolute Roofing
03.2004 - 05.2017
High School Diploma -
Midpark Highschool
High School Diploma -
Polaris Career Center