Group Operations Supervisor (SLS)

Bosch Building Technologies LLC•Phoenix, AZ

About The Position

The Group Operations Supervisor provides operational and technical leadership for fire alarm, security, and access control service teams. This role serves as a key escalation point for technicians, customers, and internal staff, ensuring service delivery, scheduling efficiency, and customer satisfaction. The Supervisor supports technical troubleshooting, assists with service-related quotes, addresses billing concerns, and acts as a backup to the Group Operations Manager as needed.

Requirements

15+ years of experience in fire alarm, security, and/or access control systems such as VMS (Video Management Systems) systems, Smoke and heat detectors, Flame and Gas detection, electronic lock hardware, and/or credential readers.
15+ years of experience working in high level reviews of all engineered submittals to ensure code compliance with NFPA standards, AHJ codes, and specific project specifications for fire, CCTV, and access control.
10+ years of experience with previous advanced supervisory experience or supervisor technician experience leading teams of 3 or more members.
10+ years of experience in Construction Project Management, Service Operations, or a related operational field with the ability to navigate project lifecycles from submittal and AHJ permitting through to final commissioning and closeout.
10+ years of experience of working knowledge of NFPA codes, local AHJ requirements, and the operational characteristics of DDC systems.
Expert-level knowledge of NFPA 72 (National Fire Alarm Code) and NFPA 70 (NEC), with the ability to act as the primary liaison for local Authorities Having Jurisdiction (AHJ) and ensure 100% compliance on complex builds.
Proven ability to troubleshoot and support technicians in the field.
Experience assisting with service estimates or quotes.
Strong organizational and problem-solving skills.

Nice To Haves

Bachelor’s degree in electrical engineering, construction management, or a related technical field, providing a theoretical foundation for complex systems architecture and high-level problem solving.
15+ years of experience with previous advanced supervisory experience or supervisor technician experience leading teams of 5 or more members.
15+ years of experience working in mission-critical environments demonstrating extensive experience overseeing fire life safety and security integrations in high-stakes, "zero-downtime" environments such as Level 1 Trauma Centers, Tier IV Data Centers, and high-security government facilities.
15+ years of experience of building high-performance technical teams, with a specific focus on coaching Level 1-3 technicians through the NICET certification pipeline and Bosch technical training tracks.
Expert-level experience in the "Sales-to-Ops" handoff, specifically in identifying "scope gaps" in multi-million dollar bids and providing technical labor-hour valuations that protect project gross margins.
Current, valid, NICET Level III or IV certification.
Advanced ability to deconstruct complex MEP blueprints to identify how changes in HVAC sequences, emergency power distribution (UPS/Generators), or smoke control logic will impact the Fire Alarm and Security ecosystem.
Experience working with service management software and scheduling platforms.

Responsibilities

Provide advanced technical assistance to field technicians for fire alarm, security, and access control systems.
Extensive hands-on experience with high-level enterprise platforms such as Bosch (BVMS), Lenel (OnGuard), Genetec (Security Center), or Software House (C•CURE), particularly in mission-critical or "zero-downtime" environments.
Serve as a technical resource for internal teams and external customers to resolve system issues and service questions.
Assist with diagnosing complex system problems and recommending corrective actions.
Support service-related estimating and quote preparation, including scope clarification and pricing input.
Assist service coordinators with scheduling conflicts, emergency calls, and resource allocation.
Help prioritize service calls to meet contractual obligations and customer expectations.
Act as a second-line escalation for after-hours/on-call rotation issues.
Address customer concerns related to service delivery, invoicing discrepancies, and billing questions.
Coordinate with billing and service teams to resolve disputes or corrections in a timely manner.
Maintain professional communication with customers to ensure positive relationships and retention.
Provide day-to-day guidance and support to technicians and coordinators.
Assist with onboarding and mentoring of new technical staff as needed.
Serve as backup to the Group Operations Manager, including decision-making, reporting, and team oversight when required.
Support continuous improvement initiatives related to service efficiency, quality, and customer satisfaction.
Ability to maintain a clean driving record and physically perform site walks that include lifting up to 50 lbs, climbing ladders/scaffolding, and navigating active construction sites in all weather conditions.
Other duties as assigned.