Fire Service Operations Manager

About the role

Johnson Controls is seeking a leader who can guide district service operations, support customer satisfaction, and help drive performance across fire alarm, security, fire sprinkler systems, special hazard systems, and extinguishers/commercial kitchen hood service.

Role Overview

In this role, you will supervise a multi-disciplinary team of technicians, service sales representatives, inspectors, and administrators. You will help ensure contractual commitments are met, customer concerns are resolved quickly, and the service operation stays aligned with revenue, productivity, safety, and financial goals.

Key Responsibilities

• Lead and support technicians, service sales reps, inspectors, and administrators serving district service customers.
• Ensure contractual obligations are fulfilled and service or collection issues are addressed promptly to strengthen customer relationships.
• Drive plans and processes that support service sales growth, revenue, profitability, and overall market potential.
• Manage the service department against the approved financial plan, including operating expenses, accounts receivable, collections, manpower, capital, and inventory.
• Support effective customer communication from initial contact through order acquisition, delivery, installation, and ongoing service.
• Train, coach, evaluate, and develop local service staff so the team has the skills and customer focus needed to grow the business.
• Conduct ride-alongs to review productivity, reinforce safety expectations, and assess technician performance and capability.
• Support hiring decisions, employee development, and performance improvement actions as needed.
• Ensure employees follow corporate safety programs, complete required safety training, and understand company policies and processes.
• Complete workplace accident investigations as required and identify hazards or safety concerns that need corrective action.
• Follow all applicable federal, state, and local laws, as well as company policies and procedures.

How You Will Do It

• Own outcomes with accountability, safety, and integrity by setting clear expectations, following through on commitments, and keeping the team aligned on service, compliance, and customer commitments.
• Stay close to the work and focus on what matters by spending time with your field and office teams, understanding customer needs firsthand, and removing obstacles that slow service delivery.
• Improve every day by using ride-along, performance results, and customer feedback to coach the team, solve problems early, and make practical improvements.
• Win as one team by building trust across technicians, sales, inspections, and administration, and by using collaboration and diverse perspectives to support better decisions.
• Use clear communication and consistent follow-up to keep customers informed and help the team respond quickly to service and collection concerns.

Qualifications

• Bachelor's degree in business, engineering, or a related discipline, or equivalent experience.
• 5-10 years of experience in an integrated systems sales/service environment, including time in a supervisory role.
• Ability to pass a pre-employment background screening and drug test.
• Valid driver's license and a driving record that meets company requirements.

Nice to Have

• Strong, positive leadership skills with an action-oriented approach.
• Strong understanding of P&L components and how they work together.
• Proficiency with MS Office and online systems.
• Knowledge of Oracle.
• Demonstrated management and leadership skills, including training, team building, presentation, negotiation, and administration.
• Effective interaction with customers and cross-functional partners.