Service Manager

The Hiller Companies, LLC has an immediate opening for Service Manager. If you are a dedicated professional with a passion for fire protection and safety, we invite you to apply today.

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world. Headquartered in Mobile, Alabama, Hiller extends its reach globally as well as in domestic markets with offices across the United States. With over 100 years in the industry, our mission is to ensure the highest standard of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance and repair of critical fire and life safety equipment. Our team remains laser-focused on one goal - making the world a safer place.

Job Summary: The Service Manager will be responsible for ensuring the effective leadership and operational success of the Service Department. The manager will provide both strategic and tactical guidance, to achieve financial, operational and growth objectives, while keeping customer satisfaction a key priority. Key Performance metrics will include profitability, growth, employee engagement and overall customer satisfaction.

Key Responsibilities

• Responsible for the operational & financial performance of the divisions service department, with a strong focus on operational leadership, business growth and continuous improvement.
• Work collaboratively with branch manager/ general manager in planning annual department goals, headcount needs and growth projections.
• Partner with Human Resources to recruit, train, develop, and retain service technicians.
• Provide guidance on new employee training and periodic reviews of performance. Manage employee disciplinary actions when necessary. Motivate and track employee continued development and training.
• Collaborate with other internal business partners to ensure optimal operations of all Service Department functions
• Coordinate and manage regular meetings for the service team to ensure thorough and effective communication to service employees, allowing for a collaborative team environment.
• Communicate with customers and associates of Hiller regarding problems that may arise on jobs, to pursue a proper resolution, ensuring customer satisfaction remains a key priority.
• Ensure all service, inspection, testing, and maintenance contracts are reviewed, tasked, scheduled, and executed to meet the customer needs.
• Support sales efforts through participation in market leads and price optimizations.
• Ability to build a high-performance team who can operate efficiently, effectively, productively and cost effectively.
• Ensure that required employees are correctly charging their time to assigned jobs so that all jobs are costed appropriately
• Work within scheduling/invoicing platform to ensure all service and repair calls are scheduled properly, and resulting invoices are generated in a timely and accurate manner.
• Monitor and ensure that Service Department team members are up to date on required certifications
• Ensure that all Service Department team members are appropriately mentored, professionally developed and that their performance is regularly reviewed