What you will do:

You will drive customer satisfaction, supervising a team of technicians, route sales reps, inspectors, and administrators to support the district’s service customers. You will ensure contractual obligations are fulfilled while quickly resolving customer complaints concerning service and collection issues thereby minimizing customer concerns and enhancing customer relations. Scope of work to include managing employees in the following disciplines: Fire Alarm, Security, Fire Sprinkler Systems, Special Hazard Systems and Extinguishers/Commercial Kitchen hood service. 
 

How you will do it:

• Revenue Responsibility - Responsible for implementing plans, programs, and processes designed to meet or exceed corporate goals and objectives as well as maximizing market potential in all business segments to include new service sales, revenue, and profitability. 

• Fiscal Responsibility - Responsible for managing the Service Department to an approved financial plan which includes operating expenses, accounts receivable/collections, manpower, capital, and inventory. 

• Customer Service Responsibility - Responsible for departmental employees’ effective and timely customer communications, building solid customers relationships from initial contact through order acquisition, delivery and installation, and service.  

• Productivity Improvement – Responsible for training service personnel, building a team with the skillset and customer service focus to support and grow the district. Accountable for the efficiency and productivity of the team. Ensures that fair and effective performance measurements are assigned and that employees are motivated to achieve and/or exceed their assigned goals and objectives. Conducts employee evaluations and/or communicates performance improvement strategies and actions.  

• Employee Development- Empowers, organizes, and develops the local service staff into a cohesive and effective team trained and motivated to grow the business. Responsible for hiring quality individuals who possess the necessary skills, knowledge, talent, and experience to fill open job positions. Identifies areas such as sales skills, business and product knowledge, and customer service where training and development can enhance the department’s ability to meet current and future business needs. Maintains an open channel of communication among all departments and personnel to ensure consistent dialogue, foster initiative, and maintain employee morale. Will participate in technician ride-along to ensure compliance with corporate safety programs, review productivity, measure performance, and review technicians’ abilities. Must ensure complete understanding of company policies/processes, reviewing them with employees to promote understanding and compliance. 

• Safety Compliance – Ensures that all employees comply with corporate safety programs and that employee safety training is complete and up to date. Completes all workplace accident investigations as required by the company’s EH&S policy. Identifies safety issues and hazards and notifies the corporate safety officer of conditions that require corrective action. 

• Legal Compliance - Abides by Federal, State, and local laws and regulations, as well as all Company policies and procedures. 

What we look for: 

Required 

• Bachelor’s Degree or equivalent working experience 

• Minimum of five (5) years of experience in a supervisor/leadership role having managed a large team. 

• Demonstrated leadership abilities to include training, team building, presentation and negotiating skills, administration and effective interaction with internal and external customers 

• Experience in a service or installation management role supporting service repairs and installation of fire service equipment and sprinkler systems 

• Proficient with MS Office as well as online systems, i.e. Oracle, Salesforce, etc. 

• Ability to work in a cross functional structure dealing with conflict resolutions and change management 

Preferred

• 10 years’ experience in the fire safety and sprinkler industry  

• NICET Certification