Field Service Manager

The Hiller Companies, Inc. • Pensacola, FL

3h

About The Position

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.

The Field Service 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.

Requirements

• 5+ years experience in service, testing and inspections of fire protection systems preferred. This includes Fire Alarms, Fire Sprinklers, Special Hazards, and Suppression Systems.
• Thorough understanding of workflow processes, service operation metrics and customer centric mentality.
• Demonstrated ability to motivate and direct others
• Familiarity with NFPA standards and local codes
• Minimum NICET Level III certification in related fire protection systems preferred
• Effective Communication - Concise, clear, and direct in both written and verbal communication
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
• Job Prioritization – Identify the top priority and adjust accordingly by rescheduling and communicating with customer, sales rep, and technician
• Task Oriented – Ability to manage and follow through with multiple ongoing tasks at one time

Nice To Haves

• Minimum NICET Level III certification in related fire protection systems preferred

Responsibilities

• 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. 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed