Install/Service Supervisor-Fire Systems (Advanced Signal)

About Company:

Rooted in New England

American Alarm was founded in 1971 by three engineers from the Massachusetts Institute of Technology (MIT) who have worked to bring the benefits of new technology and systems to our customers. Though we have grown over the years, our mission has remained the same: to provide the best possible security technology and customer service to protect homes and businesses across New England.

American Alarm is now New England’s largest independent security systems integration and monitoring company, with offices in Arlington, Weymouth and Auburn, Massachusetts; Manchester, New Hampshire; Wallingford, Connecticut and Warwick, Rhode Island. We have a fleet of over 100 vans staffed by properly licensed technicians available for routine service calls or emergency repairs. At our 24-hour Security Command Center, American Alarm keeps watch over all types of property from single-family homes to multi-site banks and retail operations to major public and historic venues.

For commercial security customers with operations that extend beyond New England, American Alarm serves customers nationwide through NetOne (formerly the Security Network of America), of which American Alarm is a founding partner.

About the Role:

The Install/Service Supervisor for Fire & Security Systems at Advanced Signal plays a critical role in overseeing the installation, maintenance, and servicing of advanced fire and security systems to ensure optimal safety and compliance with industry standards. This position requires managing a team of technicians, coordinating project schedules, and liaising with clients to deliver high-quality service and support. The supervisor will be responsible for troubleshooting complex system issues, ensuring all work adheres to regulatory requirements, and maintaining detailed documentation of service activities. By leading and mentoring the installation and service teams, the supervisor ensures efficient workflow, timely completion of projects, and continuous improvement in service delivery. Ultimately, this role is pivotal in safeguarding client premises through reliable and expertly managed fire and security system solutions.

Minimum Qualifications:

• Proven experience in supervising installation and servicing of fire and security systems.
• Relevant technical certification or diploma in electrical, fire safety, or security systems.
• Strong knowledge of fire alarm, CCTV, access control, and intruder alarm systems.
• Familiarity with industry standards and regulatory compliance related to fire and security installations.
• Valid driver’s license and ability to travel to various client sites as required.

Preferred Qualifications:

• Certification in fire alarm system design or security system engineering.
• Experience with advanced signal systems and integration technologies.
• Leadership or management training or certification.
• Knowledge of software tools used for system diagnostics and project management.
• Experience working in a customer-facing supervisory role within the fire and security industry.

Skills:

The required skills enable the supervisor to effectively manage technical teams and ensure the correct installation and maintenance of fire and security systems, which is essential for client safety and regulatory compliance. Strong troubleshooting and technical knowledge allow the supervisor to resolve complex system issues promptly, minimizing downtime and service disruptions. Communication and leadership skills are used daily to coordinate with clients and motivate the team, ensuring projects are completed on time and to a high standard. Organizational skills help in managing multiple projects simultaneously, maintaining accurate documentation, and adhering to safety protocols. Preferred skills such as advanced certifications and familiarity with diagnostic software enhance the supervisor’s ability to implement innovative solutions and improve overall service efficiency.

Duties include but are not limited to the following: 

• Responsible for direct supervision of service and installation staff, as well as the office team.
• Prepares work schedules, expedites workflow, and determines work procedures. Ensuring service and installation teams are properly staffed to cover vacations and absenteeism.
• Reports Operational Metrics to Regional Operations Manager for further review & performance assessment. Recommend operational improvements based on metrics and staffing.
• Ensures on-call coverage.
• Manage day-to-day needs of staff including direction, praise, motivation, and discipline.
• Monitors SROs to ensure that customers' needs are serviced promptly and professionally. Observe employees’ demeanor, technical accuracy, and conformity to company policy.  
• Recommends corrective actions to adjust processes regarding customer complaints.
• Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities and provides recognition for results.
• Responsible for employment training and performance management of the team
• Maintain records of all SROs, Incidents and provide accurate, detailed, and timely paperwork and reports to management.
• Works closely with the teams to manage customer expectations and efficient workdays for the technicians.
• Approves time cards and oversees the assignment of overtime for technical teams.
• Responsible for the review of all service SROs to ensure that subscribers are properly billed for all chargeable service calls.
• Responsible for the identification and resolution of troublesome accounts.
• Build and maintain working relations with the sales staff.
• Responsible for providing superior customer support to Key Accounts.
• Assist in formulating policies, procedures, and guidelines that would further the growth, development, and professionalism of the branch with a goal of superior customer service and satisfaction.
• Ensures compliance with local police and fire departments, and regulatory agencies.
• Answer technical questions for the office team so they can better support the needs of the tech team and customers.
• Complete quotes for deficiencies reported via NFPA Inspections.
• Research and obtain information on position-specific training opportunities.
• Regular attendance must be maintained.
• Other job duties as assigned.

Experience:

• 5-10 year experience in a technical role with a Class D license or apprenticeship.
• 2 years experience in a supervisor or Team Lead capacity

Licenses / Certifications:

• NICET III certification is desired.  
• Class D Systems Technician (Electrician) license preferred.
• Notifier Verifier Tools

Education:

Desirable education requirements: Bachelor’s Degree or equivalent work experience. NICET III certification is desired.  Class D Systems Technician license preferred. Experience with Notifier programming and products. Candidate should be highly proficient with software applications such as Microsoft Outlook, Excel, and Word.  Prior experience at American Alarm with a proven record of high productivity, quality, and attendance is preferred.  This person must be able to manage multiple tasks simultaneously and work well with other people.

Physical Activities/Requirements (office desk jobs positions)

• Manual dexterity and sitting are required in carrying out your own responsibilities (i.e. use of personal computers).
• Ability to efficiently operate all job-related office equipment.
• Ability to communicate via telephone and work in virtual teams.
• Ability to work in a dynamic environment.
• Ability to work in a traditional professional office setting
• Ability to lift 5 -10lb

Our Meaningful Mission: Seize our moment to help save lives and property with systematic excellence

Use of The Four Way Test in fulfilling your duties: Our Values

1. Is it the Truth?
2. Is it Fair to all concerned?
3. Will it build Goodwill and Better Friendships?
4. Will it be Beneficial to all concerned?

The “Four Way Test” of the things we think, say or do, recommended by the Rotary International Foundation has served us well.

Americans With Disabilities Act

American Alarm & Communications, Inc. complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

Equal Employment Opportunity Statement: American Alarm and Communications, Inc committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, gender, age, disability, veteran status, marital status, or sexual orientation.