Service Operations Manager

u003cdivu003eu003cpu003eu003cstrongu003eLocation:u003c/strongu003e Newark, NJ Headquarters Office (5 days in Office)u003c/pu003eu003cpu003eu003cstrongu003eReports To:u003c/strongu003e CEO u0026Presidentu003c/pu003eu003cpu003eu003cstrongu003eDirect Reports:u003c/strongu003e Service Supervisors, Dispatch, Service Technicians, Inspectorsu003c/pu003eu003cpu003eu003cstrongu003ePosition Overview:u003c/strongu003eu003c/pu003eu003cpu003eWe 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.u003c/pu003eu003cpu003eu003cstrongu003eKey Responsibilities:u003c/strongu003eu003c/pu003eu003culu003eu003cliu003eu003cstrongu003eOperational Management:u003c/strongu003e Oversee the daily execution of service, inspection, and small-scale projects. Ensure timely and efficient scheduling, staffing, and completion of work orders.u003c/liu003eu003cliu003eu003cstrongu003eTeam Leadership:u003c/strongu003e Manage and mentor service supervisors and field teams to achieve productivity targets, uphold safety standards, and ensure quality compliance.u003c/liu003eu003cliu003eu003cstrongu003eScheduling and Dispatch:u003c/strongu003e Optimize scheduling and dispatch processes to minimize inefficiencies and ensure accurate job tracking.u003c/liu003eu003cliu003eu003cstrongu003eFinancial Oversight:u003c/strongu003e Drive service margin performance by monitoring and controlling labor, materials, and subcontracting costs, while ensuring timely billing and accurate job closeout.u003c/liu003eu003cliu003eu003cstrongu003eInspection Compliance:u003c/strongu003e Ensure inspections meet regulatory standards and client requirements and improve conversion rates from inspection to repair.u003c/liu003eu003cliu003eu003cstrongu003eCustomer Relationship Management:u003c/strongu003e Maintain service level agreements, resolve escalated issues, and foster customer retention and contract renewals.u003c/liu003eu003cliu003eu003cstrongu003ePerformance Monitoring:u003c/strongu003e Report on service revenue, labor utilization, and productivity metrics to identify areas for improvement and ensure accountability.u003c/liu003eu003c/ulu003eu003cpu003eu003cstrongu003eShort-Term Revenue Forecasting:u003c/strongu003eu003c/pu003eu003cpu003eMaintain 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.u003c/pu003eu003cpu003eu003cstrongu003eKey Performance Indicators (KPIs):u003c/strongu003eu003c/pu003eu003culu003eu003cliu003eService revenue vs budgetu003c/liu003eu003cliu003eForecast accuracy (?10%)u003c/liu003eu003cliu003eService gross margin percentageu003c/liu003eu003cliu003eTechnician utilization rateu003c/liu003eu003cliu003eRevenue per technicianu003c/liu003eu003cliu003eWork order closeout timeu003c/liu003eu003cliu003eInspection completion rateu003c/liu003eu003cliu003eCustomer retention rateu003c/liu003eu003cliu003eSafety incidentsu003c/liu003eu003c/ulu003eu003cpu003eu003cstrongu003eAuthority and Decision Rights:u003c/strongu003eu003c/pu003eu003culu003eu003cliu003eAuthority over daily service scheduling and labor allocationu003c/liu003eu003cliu003eOvertime approval within policy limitsu003c/liu003eu003cliu003eEscalation of staffing and compliance risksu003c/liu003eu003cliu003eAbility to decline non-profitable work with leadership consultationu003c/liu003eu003c/ulu003eu003cpu003eu003cstrongu003eQualifications:u003c/strongu003eu003c/pu003eu003culu003eu003cliu003eMinimum of 7 years in fire sprinkler service, inspection, or related MEP service operationsu003c/liu003eu003cliu003eIn-depth knowledge of NFPA-25 and service workflowsu003c/liu003eu003cliu003eProven leadership in managing technicians and dispatch teamsu003c/liu003eu003cliu003eStrong financial and operational acumenu003c/liu003eu003cliu003eExcellent leadership and communication skillsu003c/liu003eu003c/ulu003eu003cpu003eu003cstrongu003eCompensation:u003c/strongu003eu003c/pu003eu003culu003eu003cliu003eCompetitive base salaryu003c/liu003eu003cliu003eAnnual performance-based bonusu003c/liu003eu003cliu003eComprehensive benefits packageu003c/liu003eu003c/ulu003eu003cpu003eu003cstrongu003eFirst 90-Day Expectations:u003c/strongu003eu003c/pu003eu003culu003eu003cliu003eu003cstrongu003eDays 1-30:u003c/strongu003e Familiarize with workflows, review productivity and margins, and establish a baseline forecast.u003c/liu003eu003cliu003eu003cstrongu003eDays 31-60:u003c/strongu003e Enhance forecast accuracy and scheduling efficiency.u003c/liu003eu003cliu003eu003cstrongu003eDays 61-90:u003c/strongu003e Drive operational improvements and achieve key performance targets.u003c/liu003eu003c/ulu003eu003c/divu003e ', 'location ': 'Newark, NJ ', 'remote ':null, 'jobtype ': 'directhire ', 'remoteoption ': 'no ', 'featuredonjobboard ':false, 'ownedbyagency ':false, 'externalid ': 'NJ155-2751155

Created: 2026-01-14