Fire Alarm Service Manager

Koch Enterprises Family of Companies•Nashville, TN

1d•Hybrid

About The Position

The Fire Alarm Service Manager is responsible for the overall leadership, management, and operational performance of SWC's Fire Alarm Service Department. This position oversees the delivery of maintenance, repair, emergency service, and preventative maintenance for commercial fire alarm and life safety systems while ensuring exceptional customer service, operational efficiency, and financial performance. The Fire Alarm Service Manager leads and develops service personnel, establishes departmental goals and performance metrics, and works collaboratively with Sales, Project Management, Operations, and Executive Leadership to support SWC's commitment to providing industry-leading life safety solutions.

Requirements

Minimum 10 years of commercial fire alarm industry experience.
Minimum 5 years of progressive management or supervisory experience.
Extensive knowledge of commercial fire alarm systems, inspections, testing, maintenance, troubleshooting, and repair.
Thorough understanding of NFPA 72, NFPA 70, OSHA regulations, and applicable state and local fire codes.
Demonstrated leadership experience managing technicians, inspectors, and service operations.
Strong financial and operational management skills.
Excellent customer service, communication, coaching, and conflict resolution abilities.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office and service management software.
Valid driver's license with an acceptable driving record.
Successful completion of pre-employment and random drug screening as required by the Tennessee Drug-Free Workplace Program.

Nice To Haves

NICET Fire Alarm Certification (Level II or higher preferred).
State Fire Alarm License (where applicable).
Manufacturer certifications including Notifier, Siemens, Edwards/EST, Honeywell, Bosch, Silent Knight, Gamewell-FCI, or equivalent.
Experience with ERP, CRM, and mobile field service management systems. Smartsheet and Vista experience preferred.

Responsibilities

Lead, mentor, develop, and manage Fire Alarm Service Technicians and service support personnel.
Foster a culture of safety, accountability, teamwork, professionalism, and continuous improvement.
Conduct performance evaluations, coaching sessions, and employee development planning.
Recruit, interview, onboard, and train new employees in partnership with Human Resources.
Develop career paths and training plans to advance technicians through certification and licensing requirements.
Conduct regular department meetings, safety meetings, and technical training sessions.
Manage the day-to-day operations of the Fire Alarm Service Department.
Ensure service calls, preventative maintenance, and deficiency repairs are scheduled and completed efficiently.
Monitor technician workloads, dispatch priorities, and resource allocation to maximize productivity and customer responsiveness.
Oversee the department's emergency service response and after-hours on-call program.
Review completed service tickets, inspection reports, deficiency documentation, and repair recommendations for quality, completeness, and billing accuracy.
Ensure timely completion of all customer documentation and closeout requirements.
Maintain strong relationships with customers by ensuring exceptional service delivery and communication.
Personally manage complex customer concerns, escalated service issues, and high-priority accounts.
Meet with customers to review inspection findings, repair recommendations, and long-term maintenance strategies.
Promote a customer-first culture that supports long-term relationships and recurring service agreements.
Provide advanced technical support and troubleshooting assistance for complex fire alarm systems.
Ensure compliance with NFPA 72, NFPA 70, OSHA regulations, manufacturer requirements, state licensing requirements, and Authority Having Jurisdiction (AHJ) standards.
Maintain department expertise on supported fire alarm manufacturers and emerging technologies.
Ensure technicians maintain required certifications, licensing, and manufacturer training.
Develop and monitor departmental Key Performance Indicators (KPIs), including: Revenue, Gross margin, Technician utilization, Response times, Inspection completion rates, Customer satisfaction, First-time fix rate, Service agreement renewal rates.
Assist in developing annual departmental budgets and monitor financial performance.
Review labor efficiency, parts usage, and job profitability.
Prepare estimates and quotations for repairs.
Identify opportunities for process improvements that enhance customer satisfaction and operational efficiency.
Collaborate with Purchasing and Warehouse personnel to maintain appropriate inventory levels and minimize service delays.
Partner with Sales to support customer retention, service agreement renewals, lifecycle replacement opportunities, and system upgrades.
Collaborate with Project Management to ensure a smooth transition of newly installed systems into ongoing service.
Support company initiatives involving integrated life safety systems, including fire alarm, emergency communications, monitoring, access control, and related technologies where applicable.
Assist executive leadership with strategic planning, staffing, budgeting, and departmental growth initiatives.