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 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 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 division’s service department, focusing on operational leadership, business growth, and continuous improvement.
• Collaborate with the branch manager/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 ensure optimal operations of all Service Department functions.
• Manage regular meetings for the service team to foster effective communication and a collaborative environment.
• Communicate with customers and associates to resolve job-related issues, ensuring customer satisfaction remains a priority.
• Ensure all service, inspection, testing, and maintenance contracts are reviewed, tasked, scheduled, and executed to meet customer needs.
• Support sales efforts through market leads and price optimizations.
• Build a high-performance team that operates efficiently, effectively, productively, and cost-effectively.
• 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 maintain required certifications.
• Mentor, professionally develop, and regularly review the performance of Service Department team members.