Fire Sprinkler Service Manager

About the role

As a Sprinkler Service Manager, you will be the go-to resource for your product line. You will support a team of technicians in the field, members of the operations team, and customers who depend on us to keep their systems operating correctly and safely. Encore values attitude and a willingness to learn, but this is not an entry-level role. To be successful in this position, you need at least five years of experience in the sprinkler industry. That experience can come from the field, sales, design, operations, or management, as long as it adds up to five years and provides a strong understanding of how sprinkler service work is scoped, scheduled, and delivered. If you enjoy being the person people call when a service question comes up, like translating technical issues into clear next steps, and care about both customer experience and department performance, this role will feel like a natural fit.

Responsibilities

• Serve as the primary resource for your sprinkler service team, answering questions and guiding technicians through complex service calls.
• Coach and mentor less experienced team members to improve their technical and industry knowledge.
• Set clear expectations, provide feedback, and support the ongoing development of your team.
• Oversee the daily operations of the sprinkler service department to ensure work is completed efficiently, safely, and in alignment with Encore standards.
• Field questions from technicians and offer practical recommendations to navigate complex service situations.
• Provide product recommendations to the Deficiency Sales team to support the quoting of system repairs and remediation steps.
• Communicate effectively with customers and take ownership of service-related issues.
• Actively participate in efforts to support customer retention, revenue growth, and overall department profitability.
• Work closely with operations, scheduling, and deficiency sales to keep jobs moving and customers informed.
• Monitor department performance against goals and raise issues that could impact service quality, customer satisfaction, or results.
• Help identify opportunities to improve processes, reduce friction for technicians, and enhance customer experience.
• Partner with senior leadership to set and achieve departmental operational and financial goals.
• Support management of budgets and departmental P&L with attention to profitability and sound decision making.
• Identify opportunities to increase revenue, improve customer retention, and enhance operational efficiency.

Requirements

• Five or more years of experience working in the sprinkler industry
• Experience may include any combination of field, sales, design, operations, or management, as long as it adds up to at least 5 years
• Ability to communicate technical concepts clearly with technicians, operations staff, and customers
• Strong organizational skills and the ability to manage multiple priorities in a service environment
• Solid problem-solving skills and a calm approach when addressing field issues or customer concerns
• Commit