Service Manager

The Hiller Companies, LLC has an immediate opening for Service Manager. If you are a dedicated professional with a passion for fire protection and safety, we invite you to apply today.

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world. Headquartered in Mobile, Alabama, Hiller extends its reach globally as well as in domestic markets 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. Our team remains laser-focused on one goal - making the world a safer place.

Job Summary: The Service Manager will be responsible for ensuring the effective leadership and operational success of the Service Department. The manager will provide both strategic and tactical guidance, to achieve financial, operational and growth objectives, while keeping customer satisfaction a key priority. Key Performance metrics will include profitability, growth, employee engagement and overall customer satisfaction.

Key Responsibilities:

• Responsible for the operational & financial performance of the divisions service department, with a strong focus on operational leadership, business growth and continuous improvement.
• Work collaboratively with branch manager/ general manager in planning 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 periodic reviews of performance. Manage employee disciplinary actions when necessary. Motivate and track employee continued development and training.
• Collaborate with other internal business partners to ensure optimal operations of all Service Department functions
• Coordinate and manage regular meetings for the service team to ensure thorough and effective communication to service employees, allowing for a collaborative team environment.
• Communicate with customers and associates of Hiller regarding problems that may arise on jobs, to pursue a proper resolution, ensuring customer satisfaction remains a key priority.
• Ensure all service, inspection, testing, and maintenance contracts are reviewed, tasked, scheduled, and executed to meet the customer needs.
• Support sales efforts through participation in market leads and price optimizations.
• Ability to build a high-performance team who can operate efficiently, effectively, productively and cost effectively.
• Ensure that required employees are correctly charging their time to assigned jobs so that all jobs are costed appropriately
• Work within scheduling/invoicing platform to ensure all service and repair calls are scheduled properly, and resulting invoices are generated in a timely and accurate manner.
• Monitor and ensure that Service Department team members are up to date on required certifications
• Ensure that all Service Department team members are appropriately mentored, professionally developed and that their performance is regularly reviewed

What We Are Looking For:

• 5+ years experience in service, testing and inspections of fire protection systems preferred. This includes Fire Alarms, Fire Sprinklers, Special Hazards, and Suppression Systems.
• Thorough understanding of workflow processes, service operation metrics and customer centric mentality.
• Demonstrated ability to motivate and direct others
• Familiarity with NFPA standards and local codes
• Minimum NICET Level III certification in related fire protection systems preferred

Key Skills:

• Effective Communication - Concise, clear, and direct in both written and verbal communication
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
• Job Prioritization - Identify the top priority and adjust accordingly by rescheduling and communicating with customer, sales rep, and technician
• Task Oriented - Ability to manage and follow through with multiple ongoing tasks at one time

Physical Requirements:

• Ability to lift and carry up to 50 pounds.
• Comfortable working in various environments, including industrial facilities, commercial buildings, and outdoor settings.
• Capable of standing, walking, bending, and kneeling for extended periods.
• Ability to work at heights and in confined spaces as needed.

Hiller is a drug-free workplace, an equal opportunity employer and ADA compliant.

We are proud to operate according to our Core Values: Passion to Perform, Trust to Act, Act Responsibly and Make It Fun.

Most employee benefits start from the first day of employment, including:

• Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education
• Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off
• Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs
• Career advancement potential within a growing company.

Join us in our mission to provide comprehensive fire protection solutions and peace of mind to our customers and together let's make the world a safer place.