Service Field Manager

The Hiller Companies, LLC has an immediate opening for Service Field Manager.  If you are a dedicated professional with a passion for fire protection and safety, we invite you to apply today.

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world.  Headquartered in Mobile, Alabama, Hiller extends its reach globally as well as in domestic markets with offices across the United States.  With over 100 years in the industry, our mission is to ensure the highest standard of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance and repair of critical fire and life safety equipment.  Our team remains laser-focused on one goal - making the world a safer place.

Job Summary: The Service Field Manager is responsible for ensuring the effective leadership and operational success of the service technicians. The manager will provide both strategic and tactical guidance, to achieve financial, operational and growth objectives, while keeping customer satisfaction a key priority.

What You’ll Do:

• Responsible for the operational & financial performance of the divisions service department, with a strong focus on operational leadership, business growth and continuous improvement.  
• Work collaboratively with branch manager/ general manager in planning annual department goals, headcount needs and growth projections.
• Partner with Human Resources to recruit, train, develop, and retain service technicians.   o Provide guidance on new employee training and periodic reviews of performance. Handle employee disciplinary actions when necessary. Motivate and track employee continued development and training.
• Collaborate with other Hiller support teams to ensure optimal operations of all Service Department functions.
• Coordinate and manage regular meetings for the service team to ensure thorough and effective communication to service employees, allowing for a collaborative team environment.
• Ability to build a high‐performance team who can operate efficiently, effectively, productively and cost effectively.
• Ensure that all Service Department team members are appropriately mentored, professionally developed and that their performance is regularly reviewed.
• Communicate with customers and associates of Hiller regarding problems that may arise on jobs, to pursue a proper resolution, ensuring customer satisfaction remains a key priority.
• Support sales efforts through participation in market leads and price optimizations.
• Ensure all service, inspection, testing, and maintenance contracts are reviewed, tasked, scheduled, and executed to meet the customer needs.
• Ensure that required employees are correctly charging their time to assigned jobs so that all jobs are costed appropriately.
• Work within scheduling/invoicing platform to ensure all service and repair calls are scheduled properly, and resulting invoices are generated in a timely and accurate manner.
• Monitor and ensure that Service Department team members are up to date on required certifications.
• Commit to a culture of Safety and work with Safety partners to ensure employees have the required tools and PPE for the work being conducted.
• Establish quality control measures, conduct inspections, and ensure compliance with fire and life safety regulations and best practices.
• Other duties as assigned

What We Are Looking For:

• High School Diploma/GED is required. 
• 2+ years’ experience in business-to-business customer service experience is required.
• Prior experience in scheduling, dispatching, or administration in the fire protection, construction or service industry, preferred.
• Prior service department experience is preferred, ideally in life and safety, and/or security and communications industry.
• Excellent communication and customer service skills, with the ability to interact professionally with clients and team members.
• Confident personality to properly negotiate with outside organization contacts, such as vendors and customers.
• Excellent oral and written communication skills. Proficient computer skills, including MS Office Programs and track record of learning and mastering new programs.
• Strong record-keeping, analytical skills, time management, and job prioritization skills.
• Remarkable organizational skills and attention to detail.
• Demonstrated understanding of workflow processes, service operation metrics and customer follow-up.
• Prior experience with Service Trade or similar program.
• Working knowledge of JD Edwards E1 or other ERP system

Hiller is a drug-free workplace, an equal opportunity employer and ADA compliant.

We are proud to operate according to our Core Values:  Passion to Perform, Trust to Act, Act Responsibly and Make It Fun.

Most employee benefits start from the first day of employment, including:

• Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education
• Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off
• Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs
• Career advancement potential within a growing company.

Join us in our mission to provide comprehensive fire protection solutions and peace of mind to our customers and together let's make the world a safer place.