Service 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 across the United States, with over 100 years of industry experience. 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 Manager will ensure the effective leadership and operational success of the Service Department, providing both strategic and tactical guidance to achieve financial, operational, and growth objectives while prioritizing customer satisfaction. Key performance metrics include profitability, growth, employee engagement, and overall 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.
• Provide guidance on new employee training and conduct periodic performance reviews.
• Manage employee disciplinary actions when necessary and motivate continued development and training.
• Coordinate with internal business partners to optimize Service Department operations.
• Lead regular service team meetings to ensure effective communication and a collaborative environment.
• Address customer and associate concerns to resolve issues and maintain high satisfaction.
• Ensure service, inspection, testing, and maintenance contracts are reviewed, scheduled, and executed to meet customer needs.
• Support sales efforts through market leads and price optimizations.
• Build a high-performance team that operates efficiently, productively, and cost-effectively.
• Ensure employees correctly charge time to assigned jobs for accurate costing.
• Manage scheduling and invoicing to ensure timely and accurate service call execution and billing.
• Monitor and maintain team certifications, mentorship, professional development, and performance reviews.