Job Summary:

The Service Operations Manager leads the Fire, Security, and Test & Inspection service operations. This role owns the department's revenue, gross margin, operational performance, customer experience, and team development. The Service Operations Manager ensures that technicians and inspectors have the people, tools, information, training, inventory, and support needed to succeed. The position creates a culture of accountability, urgency, professionalism, and continuous improvement while delivering dependable, responsive service to customers.

Duties/Responsibilities:

Department Leadership & Financial Ownership Own service and Test & Inspection revenue, gross margin, labor efficiency, productivity, and overall financial performance. Develop and execute plans to achieve monthly, quarterly, and annual revenue and margin goals; review results regularly and take corrective action when performance is off target. Monitor labor utilization, billability, overtime, job costing, proposal activity, service agreement performance, and material costs. Partner with Accounting, Sales, and Leadership to improve forecasting, billing accuracy, work-in-progress visibility, and profitability. Identify service, inspection, repair, and upgrade opportunities that strengthen customer relationships and grow recurring revenue. Service & Inspection Operations Oversee the daily operations of Fire Alarm, Fire Sprinkler, Security, and Test & Inspection service activities. Ensure work is scheduled, dispatched, performed, documented, invoiced, and followed up on in a timely and professional manner. Maintain appropriate service response times, backlog levels, technician capacity, and workload balance. Ensure inspection reports, deficiency reports, repair proposals, and customer documentation are complete, accurate, and delivered promptly. Establish and maintain consistent operating procedures for dispatch, service calls, inspections, quoted repairs, callbacks, closeout, and invoicing. Ensure clear after-hours procedures are established, documented, and adhered to by all team members. Team Leadership & Technician Success Lead, coach, develop, and hold accountable service coordinators, technicians, inspectors, and other assigned team members. Conduct regular one-on-ones, performance reviews, team meetings, and field ride-alongs as appropriate. Ensure technicians have the tools, equipment, inventory, technical support, training, and clear direction needed to perform quality work safely and efficiently. Help recruit, onboard, train, retain, and develop high-performing team members. Build training plans that strengthen technical capability, customer service, safety, documentation, and cross-selling skills. Customer Experience & Issue Resolution Serve as an escalation resource for significant customer concerns, service failures, scheduling conflicts, and complex operational issues. Support the Service Coordinator during periods of high workload, customer need, or staffing gaps. Resolve customer and internal issues with urgency, sound judgment, clear communication, and appropriate follow-through. Monitor customer feedback, callbacks, repeat issues, and service trends; implement improvements that reduce friction and increase customer retention. Ensure all on-call staff meet their obligations to pick up the phone. Partner with Sales and Customer Service to ensure smooth customer handoffs and identify opportunities. Process Improvement, Resources & Compliance Continuously evaluate workflows, systems, staffing, scheduling, inventory, and field processes to improve efficiency and profitability. Lead efforts to reduce rework, unnecessary trips, billing delays, unproductive time, missed inspections, and preventable callbacks. Ensure effective use of BuildOps and other Trident systems for scheduling, timekeeping, job documentation, proposals, reporting, and invoicing. Collaborate with Purchasing, Warehouse, Fleet, IT, and other departments to ensure technicians are properly equipped and supported. Promote and enforce safe work practices, company policies, applicable codes, and licensing and certification requirements.

Success Measures:

Achieves service and Test & Inspection revenue and gross-margin commitments. Improves technician billability, productivity, labor utilization, and invoice cycle time. Maintains strong response times, manageable backlog, accurate documentation, and timely proposal follow-up. Reduces callbacks, rework, customer escalations, billing delays, and preventable operational friction. Builds a capable, accountable, well-supported team with strong retention and training completion. Delivers timely resolution of customer issues and measurable improvement in customer satisfaction and retention.

Required Skills/Abilities:

Demonstrated success leading service, field operations, inspection, or technical teams in a fire protection, life-safety, security, or related business. Strong understanding of service operations, scheduling, labor management, job costing, gross-margin management, and customer service. Ability to read and understand service documentation, inspection reports, proposals, and basic financial and operational reports. Strong problem-solving, communication, organization, leadership, and follow-through skills. Comfort using business systems and data to identify issues, manage workflow, and measure results; BuildOps experience is strongly preferred. Knowledge of applicable fire protection, security, inspection, and safety requirements is preferred.

Work Expectations:

Maintain a consistent in-office and field presence to stay connected to technicians, inspectors, coordinators, customers, and operational needs. Be available to support urgent customer, technician, and operational issues as business needs require. Handle customer and company information with discretion and professionalism. Perform other related duties as organizational needs evolve.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times. Must be able to access and navigate customer sites and each department at the organization's facilities.

Pay:

$100,000.00 - $125,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person