Fire Service Operations Manager
About The Position
Johnson Controls is seeking a leader to guide district service operations and support customer satisfaction and performance across fire alarm, security, fire sprinkler systems, special hazard systems, and extinguishers/commercial kitchen hood service. The role supervises a multidisciplinary team of technicians, service sales representatives, inspectors, and administrators. It helps ensure contractual commitments are met, customer concerns are resolved promptly, and the service operation remains aligned with revenue, productivity, safety, and financial goals. The manager oversees the service department against its approved financial plan, develops staff, supports service sales growth, and reinforces safety and compliance. The position calls for close engagement with field and office teams, customers, and cross-functional partners, using clear communication, coaching, performance results, and customer feedback to improve service delivery and operational outcomes.
Requirements
- Bachelor's degree in business, engineering, or a related discipline, or equivalent experience.
- 5–10 years of experience in an integrated systems sales/service environment, including time in a supervisory role.
- Ability to pass a pre-employment background screening and drug test.
- Valid driver's license and a driving record that meets company requirements.
Nice To Haves
- Strong, positive leadership skills with an action-oriented approach.
- Strong understanding of P&L components and how they work together.
- Proficiency with MS Office and online systems.
- Knowledge of Oracle.
- Demonstrated management and leadership skills, including training, team building, presentation, negotiation, and administration.
- Effective interaction with customers and cross-functional partners.
Responsibilities
- Lead and support technicians, service sales representatives, inspectors, and administrators serving district service customers.
- Ensure contractual obligations are fulfilled and promptly address service or collection issues to strengthen customer relationships.
- Drive plans and processes that support service sales growth, revenue, profitability, and overall market potential.
- Manage the service department against the approved financial plan, including operating expenses, accounts receivable, collections, manpower, capital, and inventory.
- Support effective customer communication from initial contact through order acquisition, delivery, installation, and ongoing service.
- Train, coach, evaluate, and develop local service staff.
- Conduct ride-alongs to review productivity, reinforce safety expectations, and assess technician performance and capability.
- Support hiring decisions, employee development, and performance improvement actions as needed.
- Ensure employees follow corporate safety programs, complete required safety training, and understand company policies and processes.
- Complete workplace accident investigations as required and identify hazards or safety concerns requiring corrective action.
- Follow applicable federal, state, and local laws, as well as company policies and procedures.
- Set clear expectations, follow through on commitments, and keep the team aligned on service, compliance, and customer commitments.
- Spend time with field and office teams, understand customer needs firsthand, and remove obstacles that slow service delivery.
- Use ride-alongs, performance results, and customer feedback to coach the team, solve problems early, and make practical improvements.
- Build trust and collaboration across technicians, sales, inspections, and administration.
- Use clear communication and consistent follow-up to keep customers informed and help the team respond quickly to service and collection concerns.
Benefits
- Competitive bonus plan.
- Competitive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
