Sprinkler Service Operations Manager

Pavion•Burlington, MA

4d•Onsite

About The Position

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across the globe. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries. Global Reach. Local Service. As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service. With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients’ needs. Learn more at www.pavion.com . Pavion and our family of companies are seeking a talented and motivated Sprinkler Service Operations Manager to join our fire business unit. The Sprinkler Service Operations Manager is responsible for the overall performance, growth, and day-to-day operation of the Sprinkler Service Department. This role provides leadership and direction to sprinkler service technicians while ensuring work is completed safely, efficiently, profitably, and in accordance with applicable NFPA standards, local codes, customer requirements, and company procedures. The successful candidate will be a hands-on leader with strong technical sprinkler knowledge, operational experience, and the ability to manage people, customer relationships, scheduling, financial performance, and department growth.

Requirements

5+ years of experience in the fire sprinkler or fire protection industry
Active state of MA sprinkler journeyman's or contractor license
Previous supervisory, service management, field leadership, or comparable leadership experience
Strong working knowledge of commercial fire sprinkler systems
Working knowledge of applicable NFPA standards, including NFPA 13, NFPA 20, and NFPA 25
Ability to read and interpret sprinkler drawings, inspection reports, service reports, and system documentation
Experience with service operations, scheduling, estimating, job costing, billing, and profitability
Experience troubleshooting sprinkler systems and managing repair work
Strong leadership, communication, organization, and customer service skills
Ability to manage multiple priorities in a fast-paced service environment
Strong problem-solving and decision-making skills
Ability to use service management, scheduling, estimating, and Microsoft Office applications
Valid driver's license and acceptable driving record
Ability to periodically visit active commercial, industrial, construction, and service sites
Ability to climb ladders and stairs and access mechanical and sprinkler equipment areas as required
Ability to occasionally lift and carry equipment or materials associated with fire protection service work
Ability to support emergency service situations outside normal business hours when required

Nice To Haves

Active state of MA sprinkler contractor license
NICET certification or other relevant fire protection certifications
Experience managing a sprinkler service department or similar field service operation
Experience managing department financial performance, including revenue, gross margin, labor utilization, and backlog
Experience developing and mentoring sprinkler technicians or field leaders
Experience working with commercial, industrial, institutional, healthcare, education, or other complex customer environments
Experience supporting both recurring service and project-based sprinkler work

Responsibilities

Manage the day-to-day operations of the Sprinkler Service Department
Lead, coach, and develop sprinkler service technicians and field personnel
Coordinate technician schedules, emergency service calls, planned maintenance, repairs, and small projects
Assign technicians based on licensing, technical experience, customer requirements, workload, and geographic location
Monitor department workload and adjust staffing and scheduling to meet customer commitments
Conduct regular team and technician meetings to communicate expectations, safety information, operational priorities, and performance results
Assist with recruiting, interviewing, onboarding, training, and retaining qualified sprinkler technicians
Maintain staffing levels necessary to support current workload and future business growth
Serve as an escalation point for customer concerns and ensure issues are resolved professionally and promptly
Maintain strong relationships with existing customers while identifying opportunities for additional service and recurring revenue
Ensure customers receive timely communication regarding scheduling, repairs, deficiencies, pricing, and job status
Provide technical support to technicians for troubleshooting sprinkler systems and related equipment
Review service reports, deficiencies, technician recommendations, and job documentation for accuracy and completeness
Ensure service work complies with applicable NFPA standards, manufacturer requirements, local codes, AHJ requirements, and company procedures
Coordinate shutdowns, impairments, fire watches, emergency repairs, and other critical service activities as required
Assist technicians with complex service calls and field issues when necessary
Prepare or assist with estimates and proposals for sprinkler repairs, deficiencies, emergency work, and small projects
Review inspection deficiencies and help convert identified repairs into service opportunities
Follow up on outstanding proposals and support service booking goals
Partner with Sales on larger service opportunities, customer account strategies, and recurring revenue opportunities
Ensure pricing supports company labor, material, and margin expectations
Take ownership of the financial performance of the Sprinkler Service Department
Monitor department revenue, bookings, gross margin, labor utilization, technician productivity, material costs, overtime, and backlog
Manage service work to established budgets and profitability expectations
Review work orders for accurate labor, material, subcontractor, and billing information
Ensure completed work is processed and invoiced in a timely manner
Identify jobs trending below expected profitability and take appropriate corrective action
Develop and execute strategies to achieve department revenue, margin, and growth goals
Monitor service backlog and ensure work is scheduled and completed in a timely manner
Establish clear expectations for technician performance, productivity, quality, safety, and customer service
Conduct performance reviews, coaching, and development conversations
Identify training needs and support technicians in obtaining and maintaining required licenses and certifications
Develop future lead technicians, supervisors, and department leaders
Address performance and conduct issues promptly and consistently
Promote a positive, accountable, and team-oriented work environment
Maintain a strong safety culture across the department
Ensure compliance with company safety policies, OSHA requirements, site-specific requirements, and industry best practices
Review accidents, injuries, vehicle incidents, property damage, and other safety events and participate in corrective-action efforts
Ensure technicians have the appropriate PPE, tools, equipment, and training necessary to perform their work safely
Maintain knowledge of applicable fire protection codes, standards, and regulatory requirements
Collaborate with Inspection, Construction, Sales, Procurement, Engineering, and other internal departments as needed
Participate in jobsite meetings and customer meetings when required
Support emergency service needs outside normal business hours when necessary