Service Operations Manager - Fire Protection

Guardian Fire Protection Services•Rockville, MD

About The Position

The Service Operations Manager supports the Fire Sprinkler Department and the Manager in day-to-day operations of the Sprinkler service division, focusing on customer care, coordination of inspections, repair, and maintenance of numerous sprinkler customers throughout the Maryland, Washington DC, and Virginia geography. The role ensures that customers receive exceptional service through clear communication, efficient scheduling, and accurate documentation. The ideal candidate is detail oriented, personable, and able to balance administrative precision with a strong focus on customer satisfaction leading to a 90%+ customer retention rate.

Requirements

2 to 4 years leading an Administrative / Customer Service oriented team preferably in the fire protection field, mechanical service industry, or multi-site facility management.
Excellent follow through and communication skills.
Strong written communication skills are required.
Proven ability to lead and manage a team effectively.
Highly organized with an innate ability to multi-task several initiatives simultaneously.
Detail oriented.
Proficient with Microsoft Word, Excel, and Outlook.
Strong problem-solving skills
Team oriented with the ability to support both customers and technicians in a fast-paced environment.

Nice To Haves

Knowledge of sprinkler systems and/or NFPA25 is a plus.
Experience with ServiceTrade is a plus.

Responsibilities

Primary point of contact for Sprinkler service customers.
Handle all calls and emails requiring a manager's response in a timely manner with professionalism and a sense of urgency.
Communicate proactively with Sprinkler Manager and Executive Team as needed.
Ensure newly hired technicians are trained in a timely manner on all company requirements.
Manage sprinkler repair backlog.
Oversee and work closely with the sprinkler office staff and general service operations manager.
Oversee scheduling of inspections, repairs, and emergency service requests.
Assist with managing inspection programs to drive company required completion rates.
Oversees the sprinkler quoters and deficiency backlog to ensure accuracy and timeliness of quotes.
Support internal quality control initiatives by reviewing company reports for completeness and follow through.
Assist billing team as needed with invoices and customer issues.
Oversee materials being ordered to ensure accurate pricing.
Oversee monthly inventory processes.