Hi, my name is Orlando and I’m a Roofing Supervisor at SunnyMac. I’ve been with the Roofing Department for almost three years.
Tell us about your background in the solar and roofing industry.
Before joining SunnyMac, I worked as a project manager at another roofing company for six years. My job included examining photos of job sites to catch any potential problems before the crew arrived at the customer’s home. Prior to that, I spent 18 years as a carpenter and roofer, including some time as a union roofer. The latter exposed me to all styles of roofing, including copper, metal, slate, cedar, rubber, and shingled roofs. For high school, I attended a vocational school and focused on carpentry. All this past experience made for a smooth transition into the SunnyMac Roofing Department, and I’ve always been so happy here.
What does your day to day look like?
Although each customer’s roof is unique, my days are usually pretty similar. I make a point of following up with any customer questions as quickly as possible, and also confirm the date and time of customers’ upcoming installation day. This is when I learn of any special instructions they have. We are truly eager to fulfill every customer request and cater to all their needs, such as preventing debris from landing in certain areas like flower beds or specific landscaping, any parking instructions they have for us, and logistics related to fragile items that require certain care. We live by what Rick Manero, our Lead Roofing Foreman, who has been with the company for over 10 years, coined “The SunnyMac Standard” – a strict set of procedures that every single SunnyMac roofer must follow to ensure the job is done exceptionally well, and to our high standards. We aim to do better than the competition in every way possible.
Tell us more about The SunnyMac Standard.
Part of The SunnyMac Standard is to have a roofing foreman at each job site from start to finish, whereas many roofing companies’ foremen travel to and from multiple jobs to produce more output for the company in a day. That’s not what SunnyMac does — we have one roofing foreman for each job and they are on site the entire day to oversee each step of the project. That’s not all — we also have the Roofing Supervisor role (my job) on site the entire day as well, which definitely sets SunnyMac apart. The Roofing Foreman’s job is to oversee all work done on the roof (this is why it’s important to have a foreman working with his crew the entire time). The Roofing Supervisor’s role is to oversee the entire project during the day of install, and this includes ensuring everything runs on schedule and as smoothly as possible. The supervisor introduces himself to the customer on the day of install, is available the entire day to answer any questions the customer may have, and ensures all their requests are met. We also give them full transparency about the work being done, and are happy to provide photos (I take over 80 photos of every single roof to ensure our job is done well). We give them details about all materials used, photos of the work being done, and adhere to any other special request as much as possible.
Each member of the roofing team receives Owens Corning Platinum Preferred Partner training, and continuous on-the-job education, as we want employees to stay and build careers. Keeping quality employees who care about our customers is paramount to our success. If you aren’t always learning and improving, you’re staying the same.
How does SunnyMac Roofing deliver excellent customer experiences?
We don’t force customers to have multiple contracts with subcontractors like most roofing installers do; instead, all the work falls under one warranty, and it’s just with SunnyMac. In fact, we are among the top 5% of all Owens Corning Platinum Preferred Roofing Partners (a very special designation that separates us from many companies) for the number of warranties extended, and we have won the Gold Service Award for our strong and positive customer reviews. What’s special about these reviews is that they are administered by a third party overseen by Owens Corning, and are completely out of our control, so customers can trust they are in exceptional hands, because every single job must be completed to the Owens Corning standard.
Tell us more about that.
At the start of each roofing project, we will schedule a Site Survey with the customer,and then a SunnyMac Site Survey Technician will visit the customer’s home to take photos of the roof and inside the attic. This allows us to visualize any problems and ensure we know the quality of the ventilation in the roof and are well aware of any leaks or issues. These photos are reviewed meticulously by typically seven SunnyMac employees. The goal is always to finish the install in one day, and we almost always do.
Not only are we overseeing the whole project, but I also go on the roof to quality check all sheathing and to ensure it is in great condition, and that any delimited wood has been removed. We take pictures of both the damaged decking and the finished decking, so customers are able to see exactly what work was completed. Once the job is complete, I work through the work done with the customer and explain everything. This is an investment in their home, and it’s essential to The SunnyMac Standard that they are fully aware of all work completed and remain satisfied.
What keeps you working at SunnyMac?
The culture! They take care of employees. I love working for the SunnyMac Roofing Department and enjoy working with such a respectful, team-oriented group of hard workers. We are truly a team. I’ve supervised over 800 roofs so far in the last three years and cannot remember a single time we had to return to a job site for any error or issue we caused.
Who are your biggest inspirations?
My kids. Everything I do is for them. I want to provide opportunities and teach them as much as possible.
If you had one superpower, what would it be?
It would be the ability to control time. It’s the thing you can never get back, can’t buy, can’t reverse, and can’t speed up.
