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Position Summary
The Service Manager oversees the day‑to‑day operations of the Fire Alarm Service Department, ensuring high‑quality service delivery, compliance with fire and life‑safety codes, effective team management, and strong customer satisfaction. This role is responsible for managing technicians, coordinating service schedules, driving profitability, and maintaining operational excellence in accordance with industry standards (NFPA, local AHJ requirements, and company policies).
Key Responsibilities
Operational Management
- Oversee all fire alarm service operations, including inspections, troubleshooting, repairs, testing, and maintenance services.
- Ensure compliance with NFPA standards, state regulations, and all applicable codes.
- Review and manage daily scheduling, dispatching, and completion of service tickets.
- Monitor department workload and allocate resources effectively to meet customer demands and deadlines.
- Ensure all required documentation, reports, and inspection forms are accurate and completed on time.
Team Leadership
- Lead, mentor, and develop a team of fire alarm service technicians and administrative staff.
- Conduct performance evaluations, identify training needs, and support ongoing technical skill development.
- Enforce safety policies, field procedures, and company quality standards.
- Assist in recruiting, onboarding, and training new service personnel.
Customer & Client Relations
- Act as primary point of contact for key clients regarding service issues, escalations, and contract management.
- Ensure high customer satisfaction through proactive communication and timely issue resolution.
- Review service agreements, renewals, and inspection contracts; support sales in generating new service opportunities.
- Provide technical guidance to customers related to fire alarm system functionality, compliance, and recommended improvements.
Financial & Performance Management
- Monitor departmental financial performance including budgets, labor utilization, and profitability.
- Approve timecards, expenses, and purchasing requests for service-related materials.
- Track KPIs such as response times, completion rates, customer satisfaction, and technician productivity.
- Identify process improvements to increase efficiency and service quality.
Technical Expertise
- Maintain a strong working knowledge of fire alarm systems, including panels, detectors, notification appliances, communication methods, and system integration.
- Support technicians with advanced troubleshooting and problem resolution.
- Stay current on changes to fire protection codes, manufacturer updates, and technological advancements.
Required Qualifications
- 3–5 years of experience in fire alarm service or fire/life‑safety industry.
- 2+ years in a supervisory or management role preferred.
- Working knowledge of NFPA 72, electrical codes, and local AHJ requirements.
- Experience with leading fire alarm manufacturers (e.g., Notifier, Fire-Lite, EST, Siemens, Simplex, Gamewell).
- Strong leadership, communication, and customer service skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Valid driver’s license and clean driving record.
- Ability to pass background checks required for security-sensitive sites.
Preferred Certifications
- NICET Level II or higher in Fire Alarm Systems.
- Manufacturer-specific certifications (Notifier, Siemens, EST, etc.).
- OSHA 30 or equivalent safety training.
Working Conditions
- Combination of office and occasional field work.
- May require after-hours support during emergencies.
- Must be able to lift up to 25 lbs and perform limited onsite inspections as needed.
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