The importance of service departments in today’s roofing industry

By Jessica Bravo. 

We sat down with an industry expert to learn how to grow your company by growing your service department.  

In a recent conversation, Will Riley, from Centerpoint Connect, discussed the growing significance of service departments within the roofing industry. With experience in software solutions for roofing contractors, he transitioned to a hands-on role in a roofing company, where he built a service-leading division. Will believes that understanding the "why" behind establishing a service department is crucial for any contractor aiming to thrive in today’s market. 

Will’s journey began in software, focusing on managing customer relationship management (CRM) systems and leads for roofing contractors. This exposure allowed him to witness the diverse needs of contractors. As he noted, “I found more of a passion around the contractors that are focused on service-leading efforts because that really grabbed a whole lot more opportunity as you managed your customers.” 

He stressed the importance of collaboration among contractors, particularly in the service sector. At ServiceCon 2025, he aims to create an environment that brings together the best minds in the roofing industry to explore innovative strategies that can be implemented immediately into your business operations. Don’t miss his presentation where he’ll explore how to bridge the gap between your sales department and service department. At the heart of Will's philosophy is the question of "why." Whether you’re just starting your business, or you’ve been working in the commercial space for years, ask yourself why you are doing service. He encourages new contractors to define their motivations before attempting to build out the department. He advises, “Get that why and then start to map out what the strategy is.” Everyone in commercial roofing does some service, particularly if you offer warranties on your products or labor. To be successful in growing your department, you first need a vision of what that growth looks like. 

Mentorship goes hand in hand with growth. Will explained, “You take one experienced roofing technician who's been roofing for however long. They love to share their knowledge. Pair that with a solid journeyman or helper and then advance that helper all the way up to where they're in their own truck one day.” He loves seeing this model succeed, sharing, “I talked to some of the service techs that I even hired back then, and they're doing so well these days. It’s just cool to see there’s that much opportunity all around them.” 

As sustainable roofing practices make service departments increasingly relevant and necessary, embracing a service-first mindset fosters customer loyalty and drives long-term success for contractors to continue expanding their business.  

Don’t miss ServiceCon 2025 in Houston, Texas, March 12 – 14, 2025. Register today!