Service Manager

Encore Fire Protection • West Wareham, MA

15d • $100,000 - $120,000

About The Position

As a Fire Alarm Service Manager, you will lead the team responsible for keeping our customers’ fire alarm systems inspected, maintained, and repaired to the standards they expect, and the codes require. You will be the point of connection between field technicians, office staff, customers, and leadership, making sure the right work is done, in the right way, at the right time. You will serve as the technical resource for complex service issues, while also supporting operational and financial goals for the department.
A significant part of your role will be coaching and developing your team, monitoring performance, and adjusting so that service quality, safety, and customer experience stay consistently strong. If you are comfortable moving between the field and the office, enjoy mentoring others, and like using data, schedules, and clear processes to run a reliable service operation, this role will be a strong fit.

Requirements

• Five or more years of experience in field operations, service management, or a combination of technical and management roles
• Strong technical knowledge of fire protection systems, including fire alarms and related safety codes and regulations
• Proven leadership experience with the ability to motivate, support, and develop a high performing team
• Strong problem-solving skills to diagnose complex technical or operational issues and implement practical solutions
• Excellent communication skills for interacting with customers, team members, and leadership
• Project management experience that includes scheduling, resource allocation, budgeting, and quality control
• Ability to adapt to change and stay effective in a dynamic, evolving industry

Nice To Haves

• You have a bachelor’s degree in Business, Management, Operations, or a related field.
• You have experience in fire protection, building services, or another field service-based industry.
• You are comfortable working with service KPIs and using data to guide decisions and coaching conversations.
• You have experience working in a private equity-backed environment with defined KPIs, growth targets, and structured reporting.

Responsibilities

• Lead, mentor, and coach a team of field technicians and office personnel.
• Serve as the technical resource for complex fire alarm service calls.
• Provide guidance on troubleshooting, repair strategies, and compliance with NFPA, NEC, and local fire codes.
• Support ongoing training efforts so the team maintains strong technical skills and current industry knowledge.
• Oversee daily operations of fire alarm service work, ensuring it is completed efficiently, safely, and in line with Encore standards.
• Conduct on-site visits to verify timelines, quality of work, and safety compliance.
• Collaborate with the Deficiency Sales team to provide recommendations for repairs, remediation, and quoting.
• Maintain strong customer relationships and take ownership of resolving service-related issues.
• Monitor KPIs, service quality metrics, and workflow to identify areas for improvement and implement process changes as needed.
• Partner with senior leadership to set and achieve departmental operational and financial goals.
• Support management of budgets and departmental P&L with attention to profitability and sound decision making.
• Identify opportunities to increase revenue, improve customer retention, and enhance operational efficiency

Benefits

• Competitive Salary: Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.
• Purpose-Driven Work Environment: We believe in working smarter, not harder. You’ll be part of a culture that values results, and we empower our team to focus on impactful work.
• Flexible Dress Code: Upon joining, you’ll receive branded Encore swag, and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we’ll dress up when the situation calls for it.
• People-Focused Culture: We know our greatest strength is our people. That’s why we’ve built a culture that encourages experimentation, learning, and improving together. You’ll have the space to share your ideas and help shape a company that is constantly growing.
• Tools for Success: Access to leading-edge web-based productivity tools.
• Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.
• Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.
• Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees