Service Operations Manager - Fire Sprinkler Division

Service Operations Manager - Fire Sprinkler DivisionAbout the CompanyGuardian Fire Protection Services, LLC., has been an industry leader for fire protection services in the local Maryland, Virginia, and Washington, DC area for over 45 years. Since its founding, Guardian has grown its footprint to include 17 offices in seven states in the Mid-Atlantic, Midwest, and South-Atlantic. Guardian is headquartered in Rockville, MD and is responsible for the design, installation, inspection, and repair services for fire protection and security systems. Guardian specializes in sprinkler systems, fire pumps, fire extinguishers, fire alarm and monitoring services, wet & dry chemical suppression systems, clean agent and inert gas systems, special hazards systems, marine fire suppression systems, access control, burglar alarms, and video surveillance (CCTV). We have an extensive customer base performing inspection, installation, and repair services for over 50,000 customers. Our company is continually growing through its internal sales and marketing activities, technical prowess, strong reputation, and business acquisitions.About the OpportunityThe 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.CompensationThis is a salaried position based on experience. Pay is negotiable.Potential Quarterly BonusesResponsibilitiesPrimary 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.Experience2 to 4 years leading an Administrative / Customer Service oriented team preferably in the fire protection field, mechanical service industry, or multi-site facility management. Knowledge of sprinkler systems and/or NFPA25 is a plus.SkillsExcellent 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. Experience with ServiceTrade is a plus.Strong problem-solving skillsTeam oriented with the ability to support both customers and technicians in a fast-paced environment.Benefits401K with a company matchMedical, Dental and Vision InsuranceCompany paid Short Term DisabilityCompany paid Long Term DisabilityCompany paid Life and AD&D insurancePre-tax accounts for health and dependent careAflacVacation and Personal timePaid holidaysTuition ReimbursementGuardian Fire Protection Services is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.This link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.#GuardianFireProtection #Rockville #MarylandJobs #FireProtection #Hiring #FireSprinkler #OperationsManager