Service Field Manager

About the Company

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property worldwide. Headquartered in Mobile, Alabama, Hiller operates globally and domestically 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.

About the Role

The Service Field Manager is responsible for ensuring the effective leadership and operational success of the service technicians. The manager will provide both strategic and tactical guidance to achieve financial, operational, and growth objectives while keeping customer satisfaction a key priority.

Responsibilities

• Oversee the operational and financial performance of the division’s service department, with a strong focus on operational leadership, business growth, and continuous improvement.
• Collaborate with the 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 conduct periodic performance reviews.
• Handle employee disciplinary actions when necessary.
• Motivate and track employee continued development and training.
• Collaborate with other Hiller support teams to ensure optimal operations of all Service Department functions.
• Coordinate and manage regular meetings for the service team to foster a collaborative environment.
• Build a high-performance team that operates efficiently, effectively, productively, and cost-effectively.
• Ensure all Service Department team members are appropriately mentored, professionally developed, and regularly reviewed.
• Communicate with customers and associates regarding job-related problems to pursue proper resolutions and maintain customer satisfaction.
• Support sales efforts through participation in market leads and price optimizations.
• Ensure all service, inspection, testing, and maintenance contracts are reviewed, tasked, scheduled, and executed to meet customer needs.
• Ensure employees correctly charge their time to assigned jobs for accurate job costing.
• Work within scheduling/invoicing platforms to ensure service and repair calls are scheduled properly and invoices are generated accurately and timely.
• Monitor and ensure Service Department team members are up to date on required certifications.
• Commit to a culture of safety and work with safety partners to ensure employees have the required tools and PPE.
• Establish quality control measures, conduct inspections, and ensure compliance with fire and life safety regulations and best practices.
• Perform other duties as assigned.