Service Field Manager - Sprinkler
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. Job Summary: The Service Field Manager is responsible for leading the day-to-day field operations of the Service Department, ensuring safe, efficient, and high-quality execution of service, inspection, testing, maintenance, and repair work. This role provides frontline leadership to service technicians, drives operational performance, supports customer retention and growth, and partners cross-functionally to deliver exceptional customer service while meeting business objectives.
Requirements
- High school diploma or equivalent
- 7+ years of progressive experience in service, testing, inspection, and maintenance of fire protection systems, including demonstrated leadership or supervisory experience.
- Strong working knowledge of NFPA standards, applicable local codes, and service operations best practices.
- Strong leadership, coaching, and team development skills
- Excellent communication, conflict resolution, and interpersonal abilities
- Strong decision-making, problem-solving, and organizational skills
- Ability to prioritize competing demands and manage multiple tasks effectively
- Proficiency in Microsoft Office and service scheduling or field operations software
- Technical expertise in fire protection systems and applicable service requirements
- Strong customer focus with the ability to build trust and maintain positive business relationships
Nice To Haves
- NICET Level II in related fire protection systems preferred.
- Relevant industry certifications in Fire Alarms, Fire Sprinklers, Special Hazards, and/or Suppression Systems.
Responsibilities
- Lead, coach, and develop a team of service technicians, setting clear expectations for performance, productivity, quality, and customer service.
- Conduct regular team meetings, field communication, and one-on-one coaching to reinforce priorities, improve accountability, and support employee engagement.
- Support onboarding, training, and ongoing development of team members, including monitoring progress toward licensing, certifications, and technical proficiency.
- Evaluate performance, address performance concerns in a timely manner, and recognize strong contributions to build a high-performing field team.
- Partner with internal support teams to remove operational barriers and improve service delivery across the department.
- Foster a culture of accountability, collaboration, continuous improvement, and professionalism across the field service team.
- Build and maintain strong customer relationships by responding to escalations, resolving service issues, and ensuring a high standard of customer satisfaction.
- Partner with sales and operations teams to identify customer needs, support service growth opportunities, and provide technical insight when needed.
- Oversee the execution of service, inspection, testing, maintenance, and repair work to ensure jobs are completed safely, on time, and in accordance with customer expectations and applicable codes.
- Coordinate workforce scheduling and resource allocation to maximize technician utilization, responsiveness, and operational efficiency.
- Ensure accurate job costing, time entry, documentation, and invoicing through effective use of scheduling and service platforms.
- Monitor department workload, prioritize critical service needs, and adjust schedules proactively while communicating updates to customers and internal stakeholders.
- Track and maintain required certifications, training compliance, and service quality standards across the team.
- Champion a strong safety culture by reinforcing safe work practices, ensuring compliance with company policies and regulatory requirements, and addressing safety concerns promptly.
- Partner with Safety and Operations leaders to ensure technicians have the training, tools, and personal protective equipment needed to perform their work safely.
- Lead safety communication, incident follow-up, and continuous improvement efforts to reduce risk in the field.
- Manage multiple service priorities, projects, and field demands in a fast-paced environment while maintaining service quality and responsiveness.
- Provide regular updates to leadership regarding team performance, operational challenges, staffing needs, and opportunities for improvement.
- Perform other duties as assigned in support of service operations and organizational objectives.
Benefits
- Hiller is a drug-free workplace, an equal opportunity employer and ADA compliant.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
