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About the Role

The Service Manager will lead and manage all aspects of the service operations business unit, focusing on field operations, technician performance, customer satisfaction, profitability, scheduling, safety, and operational execution. This role requires strong operational leadership to drive revenue growth, improve efficiency, develop teams, and ensure exceptional customer service while maintaining high standards for safety and quality.

Responsibilities

• Manage day-to-day service operations for 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 5+ years of leadership experience managing a service business, construction operations, or field service organization.
• Class B general license or willingness to obtain one.
• 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.
• Experience in fire protection, HVAC, electrical, mechanical, plumbing, construction, or related trades (preferred).
• Knowledge of service dispatching, scheduling, and field operations management (preferred).
• Experience with ERP, CRM, or field service management software (preferred).

Skills

• 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.

Location

• Office and field environment
• Local travel to customer sites and branch locations as needed

Work Type

• Full-time
• Combination of office and field

Experience Level

• 5+ years of leadership experience

Education Level

• Bachelor’s degree preferred, or equivalent combination of education and industry experience.

Salary/Compensations

• Competitive hourly rate

Benefits

• Medical and dental 100% paid by the Company
• 401k
• Life insurance
• Paid time off and holidays
• Supportive team environment
• Laptop
• Company vehicle
• Tuition reimbursement
• Career advancement opportunities

About the Company

• Commercial Fire Protection is a company that offers a competitive compensation package.

Equal Opportunity

• 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.