Service Manager

Overview

Rapid Fire Safety & Security is a leading provider of fire life safety and security solutions, earning customer trust by delivering exceptional value through strategic acquisitions, allowing us to drive organic growth in every market through the excellence of our teammates.

Full-time

Under the direction of the Operations Manager, the Service Manager will be responsible for managing, directing, and coordinating both service and support staff within the department that make it operate both effectively and efficiently. The Service Manager must conduct themselves in a professional manner, constantly assisting personnel in the development of proper work habits. Must demonstrate good judgment in investigating problems and making decisions.

Respects and maintains the confidentiality of the company, customer, and personnel information.

The following reflect management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Management
  :
  Hire, train and motivate field service personnel and ensuring that they are equipped with appropriate supplies and equipment to provide the required services.
• Hiring, training and coaching staff members and responsible for terminating employees who do not meet job expectations. Provides feedback to employees regarding job performance and use the review and appraisal process to determine training needs.
• Meets regularly with both service and support staff to ensure proper information flow and understanding of stated goals and objectives.
• Directs and oversees the supervision of both service and support staff to achieve targeted levels of performance in terms of quality and quantity of work produced.
• Assess the skill levels of the field and service support personnel and communicating quality standards and developing continuing training plans for each employee.
• Approves all requests for vacation and personal time from both service and support staff in accordance with the company’s policies and procedures.

• Field Operations and Supervision
  :
  Ensures the smooth functioning of the company’s field operation, including new system start-up, emergency service and preventive maintenance contracts. Supervise all safety and training programs provided to service technicians and personnel, ensuring that quality standards can be exceeded.
• Ensures that service technicians and inspectors’ skill-sets and work processes are enhanced.
• Continuously monitors the effectiveness of the company scheduling and ensures that all government and customer requirements relating to safety and fire codes are strictly adhered to and enforced.
• Communicates quality standards and reviews quality problems, recommending solutions for specific challenges on individual projects and changes to equipment or repair methods as required, to minimize losses due to downtime and rework.
• Ensuring that departmental reports are maintained accurately and timely along with a current schedule of the Preventive Maintenance service calls for each week.
• Attain all operational and productivity goals including budget compliance, job cost profitability, productivity levels of service technicians and inspectors.
• Reviews the reported hours of all service and support staff on a weekly basis and ensures that all reporting employees are active, and that waste and non-productive time are kept to minimum.

To make it understood that Customer Service is our First Priority and that each employee is here to support that priority.

Actively works to solve customer complaints and assist customers when they are not pleased with the resolutions offered and try to reach a more equitable resolution.

Departmental documentation is complete and all required paperwork has been processed in a timely manner to allow accurate and prompt billing to customers.

Ensuring that departmental reports are maintained accurately and timely reporting of weekly service reports.

Maintains cooperative working…