Service Field Manager

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 across the United States, delivering comprehensive fire protection services—including installation, inspection, maintenance, and repair of critical fire and life safety equipment—for over 100 years.

About the role

The Service Field Manager ensures effective leadership and operational success of the service technicians, providing strategic and tactical guidance to achieve financial, operational, and growth objectives while prioritizing customer satisfaction.

Responsibilities

• Oversee the operational and financial performance of the service department, focusing on leadership, business growth, and continuous improvement.
• Collaborate with the branch/general manager to plan annual department goals, headcount needs, and growth projections.
• Partner with Human Resources to recruit, train, develop, and retain service technicians, including guidance on new employee training, performance reviews, and disciplinary actions.
• Motivate and track employee development and training.
• Collaborate with Hiller support teams to optimize all Service Department functions.
• Coordinate and manage regular service team meetings to foster communication and collaboration.
• Build a high-performance team that operates efficiently, effectively, productively, and cost-effectively.
• Mentor and professionally develop Service Department team members, conducting regular performance reviews.
• Communicate with customers and associates to resolve job-related issues, ensuring customer satisfaction.
• Support sales efforts through market leads and price optimizations.
• Ensure 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 costing.
• Manage scheduling and invoicing to ensure service and repair calls are scheduled properly and invoices are generated accurately and timely.
• Monitor and ensure Service Department team members maintain required certifications.
• Commit to a culture of safety, working with safety partners to provide necessary 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.