Location: Newark, NJ Headquarters Office (5 days in Office)

Reports To: CEO & President

Direct Reports: Service Supervisors, Dispatch, Service Technicians, Inspectors

Position Overview:

We are seeking an experienced Service Operations Manager to lead and enhance the operational efficiency of our service and inspection division. This vital role focuses on the seamless coordination of scheduling, productivity optimization, financial performance, and customer satisfaction, ensuring compliance with NFPA standards and company protocols. This is a leadership role dedicated to operations, not sales.

Key Responsibilities:

• Operational Management: Oversee the daily execution of service, inspection, and small-scale projects. Ensure timely and efficient scheduling, staffing, and completion of work orders.
• Team Leadership: Manage and mentor service supervisors and field teams to achieve productivity targets, uphold safety standards, and ensure quality compliance.
• Scheduling and Dispatch: Optimize scheduling and dispatch processes to minimize inefficiencies and ensure accurate job tracking.
• Financial Oversight: Drive service margin performance by monitoring and controlling labor, materials, and subcontracting costs, while ensuring timely billing and accurate job closeout.
• Inspection Compliance: Ensure inspections meet regulatory standards and client requirements and improve conversion rates from inspection to repair.
• Customer Relationship Management: Maintain service level agreements, resolve escalated issues, and foster customer retention and contract renewals.
• Performance Monitoring: Report on service revenue, labor utilization, and productivity metrics to identify areas for improvement and ensure accountability.

Short-Term Revenue Forecasting:

Maintain a rolling 4–6-week service revenue forecast, reviewed weekly, to ensure realistic revenue projections based on scheduled work, open work orders, and approved repairs.

Key Performance Indicators (KPIs):

• Service revenue vs budget
• Forecast accuracy (±10%)
• Service gross margin percentage
• Technician utilization rate
• Revenue per technician
• Work order closeout time
• Inspection completion rate
• Customer retention rate
• Safety incidents

Authority and Decision Rights:

• Authority over daily service scheduling and labor allocation
• Overtime approval within policy limits
• Escalation of staffing and compliance risks
• Ability to decline non-profitable work with leadership consultation

Qualifications:

• Minimum of 7 years in fire sprinkler service, inspection, or related MEP service operations
• In-depth knowledge of NFPA-25 and service workflows
• Proven leadership in managing technicians and dispatch teams
• Strong financial and operational acumen
• Excellent leadership and communication skills

Compensation:

• Competitive base salary
• Annual performance-based bonus
• Comprehensive benefits package

First 90-Day Expectations:

• Days 1–30: Familiarize with workflows, review productivity and margins, and establish a baseline forecast.
• Days 31–60: Enhance forecast accuracy and scheduling efficiency.
• Days 61–90: Drive operational improvements and achieve key performance targets.