SERVICE SUPERVISOR

Service Supervisor FE & LS

JOB DESCRIPTION 

Compensation Range - $ 70,000 - $ 80,000

At Total Fire Protection, our MISSION is simple, “Embracing Relationships, while keeping you safe, and delivering First Class Service.”  You won’t just be a team member at Total Fire Protection, but a valuable contributor.  Our diverse team members support one another as we work towards our common goal of bringing Fire and Life Safety to our customers nationwide.  

 Our Company culture has been built on the foundation of our CORE VALUES that define “Who We Are”.

 CORE VALUES:

• Committed to Growth

We pursue excellence and believe in continuous learning and personal and corporate development. We prepare diligently, pay attention to the details, and strive for perfection in everything we do.

• Proactive and Solutions-Oriented

We are problem solvers, inquisitive and discerning, and we use our knowledge to provide expert solutions. We anticipate needs, think ahead, and act with purpose.

• Caring

We are conscientious, giving, and community focused. We care deeply for our employees, clients, and the communities we serve, always prioritizing well-being and support.

 Location: Long Island City

 Reports To: Service Manager and Director of Operations

 Position Overview:

We are seeking an experienced and dynamic Service Supervisor to oversee field operations and ensure that all work performed within the Fire Extinguisher & Life Safety (FELS) department meets the highest standards of accuracy, professionalism, and quality. This role requires strong leadership, excellent communication skills, and the ability to evaluate job completions, identify discrepancies, and implement effective corrective actions. The Quality Control Supervisor will work closely with technicians, service supervisors, coordinators, and the warehouse team to maintain proper workflow, uphold material controls, and support continuous process improvement. The ideal candidate will be highly organized, solutions-oriented, and capable of providing training, coaching, and performance guidance while maintaining strong alignment with company operational goals.

 Key Responsibilities:

• Conduct daily check-ins with service supervisors on job completions and follow-ups.
• Review escalations, discrepancies, and customer concerns; provide corrective solutions.
• Keep the Service Manager and Director of Operations informed of all issues and updates.
• Review job completions for accuracy, completeness, and compliance.
• Verify that all technician reporting is properly entered into company software. Assist in clearing up reporting discrepancies to ensure work orders can be processed, quoted, and billed accurately and on time.
• Correct reporting discrepancies and ensure data integrity: Including but not limited to; time spent on jobs / time allotted / monitoring clock in clock out events accuracy of time spent on jobs and 
• Help reduce return trips through strong quality control and oversight. Working to allocate technicians to jobs if call outs come up.
• Provide training and refreshers for new and existing technicians/supervisors. Support technicians with complex service questions, ensuring they have the information and resources necessary for successful job completion.
• Tracking vans and safety for proper driving.
• Offer support, coaching, and performance guidance when needed.
• Issue counseling or written warnings for performance-related issues.
• Oversee client communications related to scheduling updates, service delays, or escalations requiring supervisor involvement. Act as an escalation point in the event issues or conflicts need resolution.

 Additional Functions:

• Partner with the warehouse to ensure multiday scheduling is completed weekly.
• Review technician materials and truck stock to confirm proper supply levels.
• Ensure unused materials are returned and added back to inventory.
• Hold technicians and supervisors accountable for missing or misplaced materials.
• Work directly under the FELS Operations Manager: with responsibility for assisting in payroll preparation for coordinators, administrators, and technicians (including review of job and travel time). Finalized payroll reports are submitted to the Ops Manager for approval prior to entry into the payroll portal.
• Work with coordinators on rescheduling any jobs that require corrections.
• Support technicians in the field with troubleshooting when necessary.

 Experience:

• Prior experience as a Field Technician (or equivalent supervising role) with strong performance in field service, technician training, scheduling, and customer communication.
• Proven ability to resolve operational discrepancies and work collaboratively with multiple departments.
• Ability to review reporting, isolate issues and correct.
• Experience training and mentoring both new and current employees on company protocols, procedures, and best practices.

 Qualifications: 

• Exceptional communication, negotiation, and interpersonal skills.
• Excellent organizational and project management skills.
• Strong verbal and written communication  
• Strong problem-solving skills and the ability to work under pressure.
• Strong attention to detail and commitment to quality
• Ability to work in a fast-paced environment with changing priorities
• Team player with a proactive attitude
• Willingness to learn and grow within the field of fire protection
• Ability to travel as needed

 Physical Requirements:

• The job may require moderate physical labor including activities such as lifting equipment, climbing ladders, or working in confined spaces.

 Why Join Us:

• Competitive salary and benefits package.
• Opportunity to make a significant impact in a growing and dynamic industry.
• Collaborative and supportive work culture focused on professional growth and development.

 If you are an accomplished professional with the ability to build relationships, we invite you to apply for this exciting opportunity with our fire and life safety company.

Think you have what it takes to be a Total Fire Protection team member?  Apply to be a part of this dynamic organization!  https://www.tfp1.com/careers/

 Total Fire Protection is an Equal Opportunity Employer and does not discriminate against any applicant based on race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.