Fire Alarm Service Manager

South Western Communications

South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.

Fire Alarm Service Manager

Reports To: Regional Manager

Supervises: Fire Alarm Service Technicians and Service Coordinator (if applicable)

Classification: Full-Time Exempt Position with Full Benefits Package including 401(k)

Position Summary

The Fire Alarm Service Manager is responsible for the overall leadership, management, and operational performance of SWCs Fire Alarm Service Department. This position oversees the delivery of maintenance, repair, emergency service, and preventative maintenance for commercial fire alarm and life safety systems while ensuring exceptional customer service, operational efficiency, and financial performance.

The Fire Alarm Service Manager leads and develops service personnel, establishes departmental goals and performance metrics, and works collaboratively with Sales, Project Management, Operations, and Executive Leadership to support SWCs commitment to providing industry-leading life safety solutions.

Essential Duties and Responsibilities

Department Leadership

• Lead, mentor, develop, and manage Fire Alarm Service Technicians and service support personnel.
• Foster a culture of safety, accountability, teamwork, professionalism, and continuous improvement.
• Conduct performance evaluations, coaching sessions, and employee development planning.
• Recruit, interview, onboard, and train new employees in partnership with Human Resources.
• Develop career paths and training plans to advance technicians through certification and licensing requirements.
• Conduct regular department meetings, safety meetings, and technical training sessions.

Operations Management

• Manage the day-to-day operations of the Fire Alarm Service Department.
• Ensure service calls, preventative maintenance, and deficiency repairs are scheduled and completed efficiently.
• Monitor technician workloads, dispatch priorities, and resource allocation to maximize productivity and customer responsiveness.
• Oversee the departments emergency service response and after-hours on-call program.
• Review completed service tickets, inspection reports, deficiency documentation, and repair recommendations for quality, completeness, and billing accuracy.
• Ensure timely completion of all customer documentation and closeout requirements.

Customer Service

• Maintain strong relationships with customers by ensuring exceptional service delivery and communication.
• Personally manage complex customer concerns, escalated service issues, and high-priority accounts.
• Meet with customers to review inspection findings, repair recommendations, and long-term maintenance strategies.
• Promote a customer-first culture that supports long-term relationships and recurring service agreements.

Technical Leadership

• Provide advanced technical support and troubleshooting assistance for complex fire alarm systems.
• Ensure compliance with NFPA 72, NFPA 70, OSHA regulations, manufacturer requirements, state licensing requirements, and Authority Having Jurisdiction (AHJ) standards.
• Maintain department expertise on supported fire alarm manufacturers and emerging technologies.
• Ensure technicians maintain required certifications, licensing, and manufacturer training.

Business Operations

• Develop and monitor departmental Key Performance Indicators (KPIs), including:
• Revenue
• Gross margin
• Technician utilization
• Response times
• Inspection completion rates
• Customer satisfaction
• First-time fix rate
• Service agreement renewal rates
• Assist in developing annual departmental budgets and monitor financial performance.
• Review labor efficiency, parts usage, and job profitability.
• Prepare estimates and quotations for repairs.
• Identify opportunities for process improvements that enhance customer satisfaction and operational efficiency.
• Collaborate with Purchasing and Warehouse personnel to maintain appropriate inventory levels and minimize service delays.

Cross-Functional Collaboration

• Partner with Sales to support customer retention, service agreement renewals, lifecycle replacement opportunities, and system upgrades.
• Collaborate with Project Management to ensure a smooth transition of newly installed systems into ongoing service.
• Support company initiatives involving integrated life safety systems, including fire alarm, emergency communications, monitoring, access control, and related technologies where applicable.
• Assist executive leadership with strategic planning, staffing, budgeting, and departmental growth initiatives.

Qualifications

Required

• Minimum 10 years of commercial fire alarm industry experience.
• Minimum 5 years of progressive management or supervisory experience.
• Extensive knowledge of commercial fire alarm systems, inspections, testing, maintenance, troubleshooting, and repair.
• Thorough understanding of NFPA 72, NFPA 70, OSHA regulations, and applicable state and local fire codes.
• Demonstrated leadership experience managing technicians, inspectors, and service operations.
• Strong financial and operational management skills.
• Excellent customer service, communication, coaching, and conflict resolution abilities.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and service management software.
• Valid drivers license with an acceptable driving record.
• Successful completion of pre-employment and random drug screening as required by the Tennessee Drug-Free Workplace Program.

Preferred

• NICET Fire Alarm Certification (Level II or higher preferred).
• State Fire Alarm License (where applicable).
• Manufacturer certifications including Notifier, Siemens, Edwards/EST, Honeywell, Bosch, Silent Knight, Gamewell-FCI, or equivalent.
• Experience with ERP, CRM, and mobile field service management systems. Smartsheet and Vista experience preferred.

Physical Requirements

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

The employee must be able to:

• Operate computers, mobile devices, and telephones daily.
• Regularly lift up to 15 pounds and frequently lift or move up to 50 pounds.
• Climb and work safely from ladders exceeding 30 feet when necessary.
• Distinguish wire colors, indicator lights, and audible alarm tones.
• Travel regularly to customer locations and project sites.
• Occasionally respond to emergency service situations outside normal business hours.

Work Environment

Work is performed in both office and field environments, including commercial buildings, healthcare facilities, educational campuses, industrial facilities, manufacturing plants, and active construction sites. This position requires regular travel throughout SWCs service territory and participation in management on-call responsibilities as needed.

Success Measures

Success in this role is measured by:

• Achievement of departmental revenue and profitability goals.
• Customer satisfaction and retention.
• On-time completion of service requests.
• Technician productivity and utilization.
• Employee development, retention, and engagement.
• Compliance with company quality standards and applicable life safety codes.
• Growth of recurring service revenue and customer service agreements.
• Continuous improvement of departmental processes and operational performance.

Disclaimer

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Employees may be assigned additional responsibilities as business needs require.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.