Service Manager

About Us: Since 1990, Patriot Fire Protection, Inc. has been an industry leader in fire prevention systems including design, fabrication, installation, maintenance, inspection and rapid response. With offices in Tacoma, Spokane, and Vancouver Washington, our mission is to provide the highest quality systems and services while protecting the lives and property of our customers. Learn more at . Why You'll Love This Role: Our fire alarm service operation is one of the fastest-growing parts of our business, covering inspection, testing, maintenance, and repair of proprietary and non-proprietary electronic fire alarm systems. As Fire Alarm Service Manager, you'll lead the technicians, inspectors, and coordinators who keep life-safety systems running for customers across the region, blending strategic planning with hands-on leadership. If you know alarm technology inside and out and are passionate about building a team that delivers outstanding service, this role puts you at the center of work that genuinely protects lives and property. What You'll Do: Team Leadership and Management: Hire, train, and mentor fire alarm technicians, inspectors, and service coordinators including the supervision of daily field and office operations; create a positive and collaborative team environment that fosters growth and excellence. Service Strategy and Implementation: Deeply understand our fire alarm service strategy and identify ways to improve procedures and policies; ensure service level agreements and inspection frequencies are consistently met; identify and address service gaps to enhance performance. Scheduling and Dispatch Oversight: Oversee scheduling and resource allocation for inspection, testing, and service work while also balance recurring inspection commitments with urgent service calls and emergency response. Code Compliance: Ensure all inspection, testing, and maintenance work complies with NFPA 72 and other applicable codes and standards; maintain strong working relationships with Authorities Having Jurisdiction (AHJs) and support customers through compliance requirements. Customer and Vendor Relationship Management: Maintain strong relationships with customers and vendors; serve as primary point of contact for escalations and issues, and monitor satisfaction. Performance Monitoring and Reporting: Track, analyze, and identify trends for service metrics including response time, resolution rates, and inspection completion. Operational Management: Oversee day-to-day service operations including invoicing, inventory management, work orders, and inspection documentation; ensure records meet industry and regulatory requirements. Budget Management: Effectively manage the fire alarm service budget including resource allocation, cost-control measures, and service quality standards. Continuous Improvement: Stay current on alarm industry trends, innovations, and technology; identify and implement improvements to enhance service delivery and customer satisfaction. What We're Looking For: Education: Bachelor's degree in Business Administration or related field preferred; equivalent combination of education and experience considered Experience: 5+ years of experience in fire alarm systems or fire protection, including inspection, testing, and maintenance work Leadership Abilities: 2+ years of experience in team management, coaching, and development of fire alarm professionals Certifications: NICET III in Fire Alarm Systems preferred; NICET II considered with strong leadership experience Code Knowledge: Working knowledge of NFPA 72 and NEC (low voltage); familiarity with water-based fire sprinkler systems is a plus Technical Skills: Proficiency with Microsoft Suite and Google Suite; experience with service management or construction software (e.g., Viewpoint/Spectrum) is a plus Customer Focus: Strong commitment to customer satisfaction with proven ability to manage complex customer relationships Problem-Solving: Excellent analytical and problem-solving skills with ability to make sound decisions under pressure Communication: Exceptional verbal and written communication skills; ability to effectively interact with team members, customers, AHJs, and senior management Availability: Full-time position with occasional after-hours availability for emergency situations Compliance: Drug screening and background checks will only be conducted after a conditional job offer is made. We evaluate criminal history based on its relevance to the job duties. Perks of Joining Our Team: Competitive Benefits: Comprehensive health, dental, and vision insurance, 401(k) with company match Professional Development: Ongoing training and career advancement opportunities Collaborative Environment: Work with a supportive and enthusiastic team dedicated to excellence Impactful Work: Lead critical operations that directly contribute to customer safety and satisfaction Patriot Fire Protection, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, genetic information, national origin, disability, or protected Veteran status. #J-18808-Ljbffr