Service Operations Manager serves primarily as an internal technical support, training, and development resource for our Fire and Life Safety team. This role strengthens technical operations and service performance through service-line expertise, standardized work practices, technician development, quality improvement, and key performance indicator (KPI) analysis. Working in partnership with service leaders and field supervisors, the position supports effective field execution. As the Service Operations Manager, you will report directly to the
Service Operations Director.Essential Duties and Responsibilities:- Develop a strong understanding of Total Fire Protection's business strategy, service offerings, and growth initiatives.
- Serve as a technical subject matter expert for service operations, providing guidance and support to help teams deliver exceptional customer service.
- Support Field Service Technicians and Supervisors with technical troubleshooting, service procedures, and escalated issues related to testing, inspection, repair, and installation of fire protection systems.
- Partner with Learning and Development Specialist and service leaders to develop and coordinate onboarding, technical training, coaching resources and competency assessments.
- Maintain knowledge of applicable fire codes, regulations, manufacturer requirements, and products; develop training materials, SOPs and related service documentation.
- Conduct field visits, site observations, and hands-on training to validate procedures, support problem-solving, and reinforce safe work practices.
- Review service documentation, callbacks, rework and recurring technical issues; identify root causes, and implement process and training improvements.
- Maintain technician training, licensing and certification records, ensuring compliance with renewal and qualification requirements.
- Support service KPI reporting and trend analysis, providing actionable insights and recommendations to improve service quality, productivity, training effectiveness and customer satisfaction.
- Operate a company vehicle as required.
- Perform other technical support, training, and service-improvement responsibilities as assigned by the Service Operations Director.
Minimum Requirements:- Possess a valid driver's license.
- Career-oriented with strong leadership skills.
- Three to seven (3 to 7) years of relevant fire and life safety service experience, including technical support, technician training, service quality, or operational improvement responsibilities; prior leadership or supervisory experience preferred.
- Demonstrated technical depth in relevant fire and life safety service lines, with the ability to research service requirements, support troubleshooting, standardize procedures, and recognize when specialized expertise is required.
- Customer service experience, preferably in the industrial or service industry.
- Ability to uncover individual Customer needs and clearly present key benefits of doing business with Total
Fire Protection.
- Proven ability to coach and mentor technical teams, develop practical training materials and job aids, and explain technical concepts clearly to varied levels of experience.
- Ability to function independently in a team environment with little supervision.
- Strong organizational and interpersonal skills.
- Excellent written and verbal communications skills.
- Strong knowledge of Microsoft Office applications (Outlook, Word, and Excel), including the ability to organize service data, maintain KPI scorecards, identify trends, and communicate practical improvement recommendations.
Work Environment- The position is primarily office-based, with periodic field on-site work for technical support, training, and service-quality observations.
- Job requires use of computer.
- Job requires routine lifting and carrying of thirty (30) pounds.
- Job involves use of manual and power tools.
- Must be able to regularly climb stairs, use elevators and catwalks or other elevation platforms.
- Job involves periodic use of safety equipment including hard hats, ear protection, gloves, and protective eyewear.
- Job requires manual dexterity to perform service tasks.
Company Benefits:Total Fire Protection offers a competitive Benefits package that includes, but is not limited to:
- Paid Time Off (PTO) and Company Paid Holidays.
- Medical/Dental/Vision Insurance (waiting period may apply).
- 401k with Company match (waiting period may apply).
Think you have what it takes to be a member of Total Fire Protection? Apply now at www.tfp1.com
The final salary offered will be based on the candidate's relevant experience, skills, qualifications, education, internal equity, and other job-related factors. The posted range represents the employer's good-faith estimate of the compensation for this position at the time of posting.
