The overall objectives of this position are to deliver quality products and services which meet or exceed customer and industry standards, to meet or exceed the profitability goals of the inspection and repair department, and to build successful customer relationships. This position requires effective team building, training, work order planning and management, labor productivity management, and ability to communicate with customers and employees.

Essential Job Functions:

  • Assist in the evaluation and hiring process of the field technician workforce to meet the financial and operational goals of the inspection and repair business unit
  • Evaluates technician personnel skill sets, and develops and conducts training programs to achieve cross-training initiatives
  • Responsible for mentoring/training field technicians to assist in their growth and development
  • Monitors the performance and productivity of field technicians
  • Assists in the performance evaluation process of designated subordinates
  • Meets with technicians regularly to ensure that proper information flows in both directions and that progress toward stated goals and objectives is being achieved
  • Develops and nurtures relationships with owners, risk managers, governmental agencies and other potential customers or influencers, and maintains excellent customer relationships
  • Responds to inquiries from potential customers for information about the capabilities of the company and tracks and follows up on inquiries
  • Interfaces with sales personnel in estimating service work (Jobsite visits, scope concerns etc.)
  • Reviews pending work orders and works with customer service/dispatch to ensure that inspection and repair work orders are planned and scheduled properly
  • Manages the work order process and field teams to achieve target gross margin/profitability and customer satisfaction
  • Monitors actual financial results against plan and takes corrective actions as necessary to ensure the inspection and repair business unit meets or exceeds plan
  • Handles assigned service calls while maintaining a leadership role in the organization
  • Interfaces daily with direct reports regarding work in progress, productivity, scheduling and staffing, problem identification and resolution, and customer service
  • Responsible for troubleshooting for field labor and providing technical assistance
  • Performs inspections and repairs in the field, as needed
  • Conducts site visits to oversee labor force, announced and unannounced to assess safety and quality control
  • Responsible for contract compliance
  • Maintains the policy and procedures for ON-Call Service. Document the “On-Call” schedule and ensure adherence to our obligation for be a 24/7 emergency Service Provider
  • Member of the leader on-call rotation as first point of contact
  • Coordinates accurate material purchases for on- time completion of work.
  • Implements and ensures compliance to all procedures.
  • Reviews field technician paperwork and timesheets to ensure compliance to Company reporting requirements
  • Responsible for unapplied vs. applied-time labor ratio
  • Responsible for ratio of Overtime/Double-time hours to Straight time labor hours
  • Other job responsibilities as needed

Safety Responsibilities:

  • Monitor and identify and take prompt action to correct any unsafe or unhealthful actions or behavior conditions
  • Responsible for investigating and complete a Supervisor's Accident Investigation Report for all injury related accidents
  • Encourage employees to report unsafe or unhealthful conditions
  • Seek suggestions from employees for improvement of workplace conditions
  • Prior to permitting employees to work with machine tools, chemicals, powered machinery, electrical systems, lasers and other such equipment, or enter confined spaces, operate forklifts, work in elevated locations or perform similar hazardous work, they must receive specialized training

Skills, Knowledge, and Abilities:

  • Ability to generate new business with new and existing customers
  • Ability to build an effective field technician team
  • Ability to plan and execute work orders to meet and exceed customer expectations
  • Actual profitability vs. target for service and preventive maintenance projects

Education/Experience:

  • Preferred: Bachelor’s Degree
  • Combination of related experience and education will be considered
  • Preferred: 5 – 10 years of fire protection industry experience in positions of increased responsibility
  • Required: Previous experience leading a team of field technicians

Physical Demands/Working Conditions:

  • Must be able to stand for long periods of time (up to 4 hours) without a break.
  • Position requires bending, twisting, stooping, climbing
  • Must be able to lift 10-50 pounds frequently and up to 100 pounds occasionally
  • Position requires pushing and pulling up to 25 pounds frequently and 40 pounds occasionally
  • May be exposed to temperature changes, small spaces and confined spaces
  • Ability to distinguish colors and use hands for repetitive fine manipulation frequently
  • Regular and Timely Attendance
  • Must pass initial and random substance abuse tests