Service Supervisor

Fire Service SupervisorJob Summary: Fire Service Supervisor will report to the Service Manager and serve as a technical and operational leader for the security and life safety team. The Fire Service Supervisor is responsible for leading and supporting the fire alarm service team while ensuring the highest level of customer satisfaction, technical excellence, regulatory compliance, and profitability. This position oversees the daily operations of fire alarm service technicians, inspection personnel, and subcontractors, with a primary focus on Notifier systems and other major fire alarm platforms including Fire-Lite, Silent Knight, Potter, and integrated life safety systems and are maintained to the highest standards. Leveraging deep expertise in Fire Systems, this supervisor will manage service workflows, optimize project financial health through accurate billing and change-order identification, and act as a senior liaison between sales, operations, and external clients to resolve complex building security issues.Responsibilities:Lead, mentor, and supervise assigned employees, including performance management, training, career development, annual reviews, compensation administration, and day-to-day support to achieve productivity, quality, and safety objectives.Ensure compliance with NFPA 72, OSHA regulations, local Authority Having Jurisdiction (AHJ) requirements, applicable building and fire codes, and company safety policies.Oversee service operations, including scheduling, service agreement (TSA) fulfillment, inspection and service delivery, documentation accuracy, billing, collections support, technician productivity, utilization, and service profitability.Review inspection reports, identify deficiencies, and coordinate timely customer proposals, corrective actions, and resolution of outstanding issues.Serve as the primary technical escalation point for complex customer issues, troubleshooting efforts, system performance concerns, and critical service events.Collaborate with sales, operations, and project teams to provide technical expertise related to estimating, project planning, resource requirements, system design, and customer solutions.Identify, document, and support change order opportunities while ensuring contractual requirements and customer expectations are clearly understood and achieved.Coordinate with customers, consulting engineers, contractors, building owners, and internal stakeholders to ensure successful project execution, system performance, and customer satisfaction.Support system installation, startup, commissioning, troubleshooting, maintenance, and ongoing service activities for fire, life safety, and building automation systems.Assist in resolving building operating issues, ensuring systems remain code-compliant, operationally efficient, and aligned with customer requirements.Maintain accurate project and service documentation, including work orders, timesheets, startup and commissioning records, software backups, as-built drawings, operation and maintenance manuals, and other required reports.Support project turnover activities between operations and service teams to ensure seamless customer handoff and ongoing support.Provide technical guidance, training, and troubleshooting support to internal teams, customers, contractors, and facility personnel.Travel to customer and project sites as required to support installation, commissioning, troubleshooting, training, and project completion activities.Perform other duties and responsibilities as assigned.Supervisor Duties:In accordance with applicable Company policies/procedures and Federal/State laws, will perform the following supervisory responsibilities: planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Required Qualifications:Minimum of high school diploma, GED, or equivalent.5+ years of hands-on experience working with fire life safety systems such as Notifier, Fire Lite, Silent Knight, Potter.2+ years experience in a leadership role leading teams with a minimum of 3-6 technicians.2+ years supervising or managing service technicians, in office, or field staff in a technical or commercial service environment.Familiarity with managing service operations, particularly T&M and service agreement (TSA) workflows, including scheduling, dispatch, and resource allocation.Proficiency with service management software, Microsoft Office suite (Excel, Word), and basic understanding of controls/networking.Ability to travel locally to customer sites and the office as needed, meeting company driving eligibility requirements, up to 10% out of area travel.Strong proficiency with customer service, sales, and support; being familiar with the face-to-face customer experience in handling issues, providing support, and recommending services.Preferred Qualifications:Associate or Bachelor's degree (or equivalent work experience) in Engineering, Business, Project Management, or a related technical field.Strong working knowledge of major fire life safety systems, including advanced troubleshooting, programming, and integration.Demonstrated ability to manage budgets, analyze profit/loss statements, forecast service department performance, and support company growth objectives.Advanced experience with customer relationship management, renewal and upsell of service agreements, and handling complex client portfolios in a B2B setting.Current holder of a California Blue Card and/or NICET and/or ACE card.Physical Demands:Must be able to effectively communicate in English, (ie see, hear, speak and write clearly) in order to communicate with colleagues and/or customersManual dexterity required for occasional reaching, lifting of light office objects, and operating office equipmentSitting, standing, walking in office environments and construction sitesThe employee must occasionally lift and/or move up to 50 pounds and may be required to work at heights over 1.8m (6 feet)Working Conditions:The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderateWill be required to be on site with customers or contractors, with or without Bosch Building Technologies colleagues to manage the expectations and deliverables. Sites range from general office environments to new construction.Driving to customer sites is requiredLimited overnight travel may be requiredAdditional Information:Compensation: $50 - $60 per hourWorking Hours: This position generally works Monday- Friday, overtime and on call when necessaryTravel Requirements: Local TravelBenefits: MedicalDentalVisionFlexible Spending Accounts401K w/ company matchLife/AD&D/LTDPaid Vacation/Sick/HolidaysEmployee Assistance ProgramPet InsuranceEqual Employment Opportunity Statement This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.