The Service Manager is responsible for leading and managing all aspects of the service operations business unit, including field operations, technician performance, customer satisfaction, profitability, scheduling, safety, and operational execution. This role requires prior experience managing a service-based business or construction-related operations with responsibility for people leadership, financial performance, and customer relationships.
The ideal candidate is a strong operational leader who can drive revenue growth, improve efficiency, develop teams, and ensure exceptional customer service while maintaining high standards for safety and quality.
Key Responsibilities
Operational Leadership
- Manage day-to-day service operations to ensure efficient execution of service, inspection, repair, and project work.
- Lead scheduling, dispatching, and workforce utilization to maximize productivity and customer responsiveness.
- Monitor operational KPIs including revenue, gross margin, labor efficiency, technician utilization, backlog, and customer retention.
- Develop and implement operational processes to improve service delivery and profitability.
- Ensure compliance with company standards, safety policies, and regulatory requirements.
Team Management
- Lead, mentor, and develop field technicians, coordinators, and support staff.
- Recruit, hire, onboard, and retain high-performing employees.
- Conduct performance reviews, coaching sessions, and ongoing training initiatives.
- Foster a culture of accountability, teamwork, safety, and customer service excellence.
Financial & Business Management
- Manage department P&L performance, including revenue growth and cost control.
- Drive service revenue through customer retention, upselling, cross-selling, and operational efficiency.
- Review estimates, proposals, labor utilization, and job profitability.
- Support budgeting, forecasting, and financial reporting processes.
- Monitor inventory, fleet, tools, and equipment expenses.
Customer Relationship Management
- Build and maintain strong customer relationships.
- Resolve escalated customer concerns and ensure high levels of customer satisfaction.
- Partner with sales teams to identify growth opportunities within existing accounts.
- Support contract renewals and service agreement expansion initiatives.
Safety & Compliance
- Promote and enforce a strong safety culture across all operations.
- Ensure compliance with OSHA requirements and all applicable local, state, and federal regulations.
- Conduct safety meetings, incident investigations, and corrective action planning.
Qualifications
Required Experience
- 5+ years of leadership experience managing a service business, construction operations, or field service organization.
- Class B general license or willing to get it
- Proven experience managing technicians, field personnel, or construction/service teams.
- Demonstrated responsibility for operational performance, budgeting, and profitability.
- Experience leading teams in fast-paced, customer-focused environments.
Preferred Experience
- Experience in fire protection, HVAC, electrical, mechanical, plumbing, construction, or related trades.
- Knowledge of service dispatching, scheduling, and field operations management.
- Experience with ERP, CRM, or field service management software.
Skills & Competencies
- Strong leadership and team development skills.
- Excellent communication and customer relationship abilities.
- Financial acumen and operational problem-solving capability.
- Ability to manage multiple priorities and drive results.
- Strong organizational and decision-making skills.
- Proficiency with Microsoft Office and operational software systems.
Performance Metrics
- Revenue growth
- Gross margin performance
- Technician utilization and productivity
- Customer retention and satisfaction
- Safety performance
- Employee retention
- Service response times
- Operational efficiency improvements
Education
- Bachelor’s degree preferred, or equivalent combination of education and industry experience.
Work Environment
- Combination of office and field environment.
- Ability to travel locally to customer sites and branch locations as needed.
Benefits:
Commercial Fire Protection is pleased to offer a competitive compensation package which includes: Competitive hourly rate, medical and dental 100% paid by the Company,401k, life insurance, paid time off and holidays, supportive team environment, laptop, company vehicle, tuition reimbursement, and career advancement opportunities.
All qualified applicants to Commercial Fire Protection are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran's status or any other protected characteristic.
