Director of Service Operations

Job Description

Job Description

At Total Fire Protection, our MISSION is simple, “Embracing Relationships, while keeping you safe, and delivering First Class Service.” You won’t just be a team member at Total Fire Protection, but a valuable contributor. Our diverse team members support one another as we work towards our common goal of bringing Fire and Life Safety to our customers nationwide.

Our Company culture has been built on the foundation of our CORE VALUES that define “Who We Are” .

CORE VALUES:

• Committed to Growth

We pursue excellence and believe in continuous learning and personal and corporate development. We prepare diligently, pay attention to the details, and strive for perfection in everything we do.

• Proactive and Solutions-Oriented

We are problem solvers, inquisitive and discerning, and we use our knowledge to provide expert solutions. We anticipate needs, think ahead, and act with purpose.

• Caring

We are conscientious, giving, and community focused. We care deeply for our employees, clients, and the communities we serve, always prioritizing well-being and support.

Location:

Woodbury, NY (on-site)

Reports To:

VP, Operations and General Counsel

Position Overview:

The Director of Service Operations will lead and oversee the day-to-day activities of Total Fire Protection's Service Operations divisions. This includes Fire Extinguisher, Flameproofing, First-Aid & Safety, AED, Exit & Emergency Lighting, Local Law/Photoluminescent Markings, Kitchen Fire Suppression/Hood and Duct, Fire Sprinkler, and Fire Alarm Service Operations. The Director will play a key role in the efficient management of P&L, revenue, and expenses, while ensuring operational excellence, safety, and compliance. A key priority for this role will be to review the current support service delivery model and design a centralized Center of Excellence that strengthens consistency, scalability, accountability, and first-class service delivery across all service operations.

Additionally, the Director will lead a dynamic team, continuously driving growth, operational efficiency, and a customer-focused culture.

Key Responsibilities:

• Company Values & Mission:
  Uphold and demonstrate Total Fire Protection’s CORE values, playing an integral role in the delivery of the Company’s mission statement.
• Strategic Oversight:
  Understand and align with the company’s strategic goals, growth initiatives, and business objectives to ensure all service operations align with corporate targets.

• Center of Excellence Design:
  Assess existing support service delivery processes, workflows, systems, and team structures to identify opportunities for standardization, improved accountability, and scalable support. Lead the design and implementation roadmap for a centralized Center of Excellence that enhances service quality, operational visibility, knowledge sharing, and cross-functional alignment.

• Service Operations Management:
  Oversee all aspects of the Service Operations Divisions.
• Financial Management:
  Lead P&L management by tracking and controlling revenue and expenses within the service operations. Provide regular reports to leadership and take corrective actions when financial targets are not met.
• Team Leadership:
  Lead and manage the service operations team, including Service Managers, Supervisors, Logistics Coordinators, and Field Technicians. Ensure the team is motivated, productive, and aligned with company objectives.

• Operational Efficiency:
  Plan, monitor, and adjust daily operations to ensure smooth progress across all service operations. Implement best practices, SOPs, performance metrics, and continuous improvement strategies to optimize efficiency, improve support service delivery, and create a consistent operating model across divisions.

• Collaboration & Coordination:
  Collaborate effectively with cross-functional teams such as Finance & Accounting, Sales, and HR. Support the Sales team in driving profitability and business growth.
• Training & Development:
  Work closely with HR to ensure the team is properly trained and compliant with safety regulations. Develop and support training programs for technicians, focusing on skills development, safety, and customer service excellence.
• Recruitment & Retention:
  Assist in the recruitment, onboarding, and retention of skilled field technicians and service personnel. Ensure that the service team is adequately staffed to meet operational demands.
• Customer & Vendor Relations:
  Foster proactive communication with customers, vendors, suppliers, and subcontractors to implement plans and processes that meet or exceed service delivery goals.
• Work Order Management:
  Support the timely and accurate processing of work orders, including opening, closing, billing, and cost management. Audit work orders for accuracy and compliance.
• Logistics Oversight:
  Direct logistics operations to ensure efficient scheduling, dispatching, and routing of field technicians to maximize service delivery productivity.
• Safety & Compliance:
  Ensure that field technicians adhere to all safety standards and labor regulations while performing services. Maintain compliance with industry standards and relevant codes.
• Performance Monitoring:
  Track field technician performance, implementing systems to monitor productivity, customer satisfaction, and adherence to company standards.
• Upselling Opportunities:
  Coach field technicians to identify and capitalize on upsell opportunities in the field, contributing to revenue growth.
• Industry Knowledge & Compliance:
  Stay current with industry trends, local and state codes, and best practices through continuous training and industry-related certifications.
• Technology Integration: Leverage technology and digital tools to enhance operational excellence, improve service delivery, and support the development of a centralized operating platform. Implement and manage software solutions to streamline scheduling, work order management, reporting, customer communications, and knowledge management, driving improved efficiency, visibility, and superior customer service.

Experience:
8+ years of experience in operations management within service-oriented industries, preferably in fire protection or similar fields.

Qualifications:

Bachelor’s degree in business, Operations Management, or a related field (preferred).

• Proven experience in managing P&L, revenue, and expenses in a service operations environment.
• Strong leadership skills with the ability to manage and motivate cross-functional teams.

• Experience reviewing, redesigning, or centralizing support service delivery models, shared services, or Centers of Excellence strongly preferred.

• Excellent communication, negotiation, and problem-solving skills.
• In-depth knowledge of service operations, scheduling, logistics, and work order management.
• Ability to effectively collaborate with senior leaders and hiring managers to understand organizational needs and deliver results.
• Strong problem-solving skills and the ability to work under pressure.
• Strong attention to detail and commitment to quality
• Team player with a proactive attitude
• Experience with safety protocols, compliance regulations, and industry standards.
• Ability to coach, mentor, and develop staff at all levels.
• Strong organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proficient in Microsoft Office Suite and service management software. Service Manager, Sales Force and /or Sage experience a plus.

Additional Information:

• Travel may be required depending on business needs.
• The Director of Service Operations will play a key role in shaping the future of the company’s service offerings and ensuring the highest level of customer satisfaction.

Physical Requirements:

• The job may require moderate physical labor including activities such as lifting equipment, climbing ladders, or working in confined spaces.

Why Join Us:

• Competitive salary and benefits package.
• Opportunity to make a significant impact in a growing and dynamic industry.
• Collaborative and supportive work culture focused on professional growth and development.

If you are an accomplished service management professional with the ability to attract top talent, build relationships, and lead teams we invite you to apply for this exciting opportunity with our fire and life safety company.

Think you have what it takes to be a Total Fire Protection team member? Apply to be a part of this dynamic organization!

Total Fire Protection is an Equal Opportunity Employer and does not discriminate against any applicant based on race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.