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 www.patriotfire.com.

Why You’ll Love This Role: Our Service Department is at the heart of our customer-focused operations. This leadership position oversees all aspects of our service, inspections and small-projects teams, ensuring exceptional customer satisfaction and efficient service delivery. You’ll have the opportunity to lead a dedicated team, develop and implement service strategies, and build strong customer relationships that drive our company’s success. If you thrive in a leadership role and are passionate about delivering outstanding service, this position offers the perfect blend of strategic planning and hands-on management.

What You’ll Do:

• Team Leadership and Management: Hire, train, and mentor service team members, both office and field; supervise daily operations; create a positive and collaborative team environment that fosters growth and excellence.
• Service Strategy and Implementation: Deeply understand our current service strategy and identify ways to improve our service procedures and policies; ensure service level agreements are consistently met; identify and address service gaps to enhance performance.
• Customer Relationship Management: Maintain strong relationships with customers; serve as primary point of contact for escalations; address customer concerns promptly and effectively; monitor customer satisfaction.
• Performance Monitoring and Reporting: Track and analyze service metrics including response time and resolution rates; identify trends and patterns; prepare comprehensive reports for senior management.
• Operational Management: Oversee day-to-day service operations including invoicing, inventory management, and order processing; ensure compliance with industry standards and regulations.
• Budget Management: Effectively manage the service department budget; allocate resources strategically; implement cost-control measures while maintaining service quality.
• Vendor Management: Develop and maintain productive relationships with suppliers, vendors, and manufacturers; manage escalations and resolve issues promptly.
• Continuous Improvement: Stay current on industry trends and innovations; identify and implement improvements to enhance service delivery and customer satisfaction.

What We’re Looking For:

• Education: Bachelor’s degree in Business Administration, Service Management, or related field preferred; equivalent combination of education and experience considered
• Experience: 5+ years of experience in fire protection
• Technical Skills: Proficiency with Microsoft Suite, and Google Suite
• Leadership Abilities: 2+ years of experience in team management, coaching, and development of service professionals
• Certifications: NICET preferred
• 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, 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.

Salary Range: : $90,000 – $130,000 per year + performance incentive opportunity; pay depends on experience and qualifications

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

If you’re ready to take your service management career to the next level and lead a dynamic team in a growing industry, apply now to become our Service Manager!

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.