Service Manager

Service Manager

Encore Fire Protection is a full-service fire protection company proudly serving the Northeast. For more than 30 years, we've built a reputation on doing things the right waypairing technical know-how with great customer service and clear, honest communication. Our team takes a people-first approach, and we're looking for someone who shares that mindset.

We're currently seeking a Service Manager to join our Suppression team in Middletown, CT. This role is ideal for someone with strong leadership experience in a service-based industrythink HVAC, plumbing, or building serviceswho thrives in a fast-paced environment and enjoys supporting both their team and customers.

By the end of this year, you'll be responsible for leading a growing department of field technicians and office team members, managing service operations that generate over $1.5 million in revenue each month. If you've successfully run large teams, owned a P&L, and love driving strategy and process improvements to help people do their best workthis could be the perfect role for you.

What You'll Do:

1. Oversee day-to-day operations for sprinkler service calls, ensuring timely and high-quality delivery
2. Lead a growing team of 30+ office and field professionals, providing hands-on support and clear direction
3. Serve as a knowledge hub for our technicians, offering expert recommendations on complex service calls
4. Provide strategic product suggestions to support our Deficiency Sales Team in quoting repairs and recommending remediation steps
5. Communicate effectively with customers and take ownership of resolving service-related issues
6. Set clear goals and expectations for the team while identifying coaching and development opportunities
7. Partner with senior leadership to drive departmental strategy, set operational targets, and improve profitability
8. Own the service department's budget and P&L, with a focus on growing margins and driving smart business decisions
9. Monitor KPIs and implement process improvements to streamline workflows and improve performance
10. Conduct regular site visits to ensure work is completed safely, efficiently, and up to Encore standards

What You'll Bring:

We're looking for someone who knows how to lead a high-performing team and run a business unit with care and precision.

• 5+ years of management experience in a service-based business (HVAC, plumbing, facilities, etc.)
• Experience leading large, multi-functional teams (25+ employees preferred)
• Demonstrated success managing budgets and owning a department's P&L
• A strategic and process-oriented mindsetyou're always looking for ways to work smarter
• Strong problem-solving instincts and a calm, confident presence when the pressure's on
• Excellent communication skills and a natural ability to motivate and support others
• A solid understanding of field service operationsscheduling, dispatch, maintenance, and repair
• A customer-first approach with a commitment to service quality
• Bachelor's degree in Business, Management, or a related field is preferred, but not required
• Fire protection experience is a bonus, but not requiredwe'll teach you what you need to know

What We Offer:

At Encore, we believe hard work should be rewardedwith more than just a paycheck. Here's what we offer:

• Competitive salary based on experience, with a results-driven bonus tied to personal output and effectiveness
• Purpose- and results-driven work environment (work smarter, not harder)
• A relaxed dress codewe dress for the objective. Most days, that means jeans, but occasionally it means suits. If you know the difference (or aren't afraid to ask), you'll fit right in!
• Branded Encore gear when you join the team
• A culture that encourages sharing ideaswe're always open to testing, tweaking, improving, and evolving
• Access to cutting-edge, web-based productivity tools
• Participation in a Fidelity 401(k) plan with employer match
• Medical, Dental, and Vision benefits through Blue Cross
• Company-paid life insurance policy of $50,000

Encore Fire Protection is an E-Verify Employer. As an EEO/AA employer, we consider applicants without regard to gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.

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