Sprinkler Service Manager

Encore Fire Protection•Lewiston, ME

About The Position

The Sprinkler Service Manager leads a high-volume sprinkler service operation and a team of office and field professionals. The manager sets expectations, removes obstacles, coaches team leaders, monitors performance, and ensures work is completed safely, efficiently, and in accordance with Encore standards. This role is a primary resource for the sprinkler service team, helping resolve complex service situations and translating technician questions, customer concerns, and service details into clear plans. The manager works with operations, scheduling, deficiency sales, and senior leadership to maintain customer satisfaction, improve processes, and achieve departmental operational and financial goals. The role also supports budgets and departmental P&L, with a focus on profitability, revenue growth, customer retention, and service quality.

Requirements

Five or more years of management experience in a service-based business such as HVAC, plumbing, or facilities.
Experience leading large, multifunctional teams; teams of 25 or more employees are preferred.
Demonstrated success managing budgets and owning a department’s P&L.
A strategic, process-oriented mindset and a track record of improving work processes.
Strong problem-solving skills and a calm, confident presence when priorities shift.
Excellent communication skills and the ability to motivate, coach, and support others.
Working knowledge of field service operations, including scheduling, dispatch, maintenance, and repair.
A customer-first approach and commitment to service quality.

Nice To Haves

Bachelor’s degree in Business, Management, or a related field.
Experience in fire protection, mechanical, electrical, or a related specialty trade; prior sprinkler knowledge is a plus.
Familiarity with relevant fire protection and life safety requirements in the region.
Experience with project management or scheduling software.
Industry certifications or training related to construction, project management, or fire protection.

Responsibilities

Serve as the primary resource for the sprinkler service team and guide technicians through complex service calls.
Coach and mentor team members to improve their technical and industry knowledge.
Set expectations, provide feedback, and support ongoing team development.
Oversee daily sprinkler service department operations to ensure work is efficient, safe, and aligned with Encore standards.
Answer technician questions and recommend practical approaches to complex service situations.
Provide product recommendations to the Deficiency Sales team for repair and remediation quotes.
Communicate with customers and take ownership of service-related issues.
Support customer retention, revenue growth, and department profitability.
Coordinate with operations, scheduling, and deficiency sales to keep jobs moving and customers informed.
Monitor department performance against goals and raise issues that could affect service quality, customer satisfaction, or results.
Identify process improvements that reduce friction for technicians and enhance customer experience.
Partner with senior leadership to establish and achieve departmental operational and financial goals.
Support budget and departmental P&L management, making sound decisions focused on profitability.
Identify opportunities to increase revenue, improve customer retention, and enhance operational efficiency.